It’s been almost 3 weeks since United combined with Continental into a new reservation system and as I said right after, the transition has gone well. But there is one side effect that’s not sitting too well with many . . . long phone holds. If you follow me on Twitter, you saw me want to rip my hair out on Monday of this week. Three weeks into this combined system, my patience is wearing thin. What about you? Have long hold times plagued your United experience? Will it impact your decision to fly the airline?
-
-
Subscribe to Cranky Posts for Free
Most Popular Posts This Month
Categories
787 Accidents/Incidents Across the Aisle Interviews Admin AirTran Alaska Airlines Alitalia Allegiant American Baggage BNET Boeing British Airways Continental Delays/Cancellations Delta Distribution Emirates Fares Frequent Flier Programs Frontier Government Regulation Guest Posts Hawaiian Inflight Entertainment JetBlue Labor Relations LAX - Los Angeles Links I Love Lufthansa Mergers/Finance Midwest Airlines Miscellaneous Northwest Safety/Security Schedule Changes Seats Southwest Spirit Technology Trip Reports United US Airways Virgin America Worst Airline EverArchives
- 2017: J F M A M J J A S O N D
- 2016: J F M A M J J A S O N D
- 2015: J F M A M J J A S O N D
- 2014: J F M A M J J A S O N D
- 2013: J F M A M J J A S O N D
- 2012: J F M A M J J A S O N D
- 2011: J F M A M J J A S O N D
- 2010: J F M A M J J A S O N D
- 2009: J F M A M J J A S O N D
- 2008: J F M A M J J A S O N D
- 2007: J F M A M J J A S O N D
- 2006: J F M A M J J A S O N D
Leave a Reply
46 Comments on "Topic of the Week: United’s Long Phone Holds"
I had to reschedule a flight yesterday, and had called twice before, but was warned of longer hold times, and told it would be for 25 minutes. I called back multiple times and random times, but was greeted each time by the same message. By the third call, I sucked it up and waiting because it didn’t seem as though it would change. I was on hold for exactly 25 minutes, almost like they’re requiring you to stay on hold as long as the message warns.
Brett – I would love to hear your take on a US Airways – AA merger and how labor would be affected. As far as I know, America West and US Air pilots haven’t even figured out their seniority list and combining the two groups. How would a merger with AA play out?
It’s addressed in here at the end. Basically thinks it would solve the US labor issue:
http://crankyflier.com/2011/12/01/why-i-want-us-airways-to-buy-american/
Thanks for the link, Derek!
Long holds will be a bane to UA. There are just too many people that need to talk to someone about a reservation. I try to avoid it because I tire of explaining what I’m doing to some of the clueless agents (yes… I fly DL a lot). If and when I need a human long holds certainly leave a sour taste in my mouth. However, if they are broadcasting your wait time and position in line that would mitigate the problem. At least I could just leave it on speakerphone and do other things.
Why are so many people calling United in the first place should be the real question. Airlines have wanted people to only use their website for everything and not call.
So is their website not able to handle everyday business now so people must call?
The problem is that the transition of UA info over to CO’s old res systems created a lot of issues that are not “everyday business.” For example, I know several people with UA itineraries that now have entire flight segments missing. Definitely not something any airline web site would be able to handle…
There are also website-specific issues; for example, the website is charging fees on transactions for those who should have fee waivers, e.g., top level elites.
I just had necessity to call UA to try to change a code share currently booked on AC. Note I Am a 1K, and the operator welcomed me to the 1K desk. Hold time was non-existent. However, she spoke with a very heavy accent and her English was poor. Are 1K calls being routed offshore?
Do you think it would be worth it in places like New York and LA to have center city ticket offices run by, e.g. Star Alliance or OneWorld? So people (esp. High Value Customers) can get their problems fixed with a human. Of course it would cost money and that’s why center city offices were eliminated in the first place. But in places like New York it might make sense. Oneworld already has a HQ in NYC and many airlines have their own offices.
[Flame suit on] Besides one 20 minute wait the Monday following the changeover, I’ve been able to get through in less than two minutes as a 1K. [Flame suite off]
Wow… I haven’t talked to an airline reservation agent on the phone in so long I can’t even remember when I last did!
Brett: The 1K numbers have changed from the old 756-1000 at UA.
For everyone’s benefit: 888 438-1440; 888 435-3093
I’m with David SF. If people with puny needs like missing mileage in their accounts and other non-urgent questions would just relax and wait a few weeks, those with urgent needs could be taken care of. It’s like after a disaster, so many people are on the phone with non-urgent communication that the people who really need to communicate can’t place calls. How nice it would be if people could see the whole picture, not just their own needs.
Jeff S is probably not going to step onto a UA aircraft full of passengers for a long time. Likely rightly afraid that some 1Ks and Million Milers might want to do more than just tell him what they think.
For me, I’m excited to be flying AS next week. An airline without stupid videos from CEOs.
Try Cathay! Their US number has led to a “higher than expected call volume” message and then busy signal for months. I actually have to go to the airport now to deal with any issues.
Its all because of SHARES, it took me 4 calls hours and 4 hours to correct a ticketing mistake. And I get access to the priority line. Going with SHARES may end up being one of the worst business decisions ever.
Where’s PAN AM when you need them !!
Try the “click to talk” feature at http://bit.ly/oGou3M. Worked for me instantly.
I also got the message about a 25 minute wait. I waited exactly 55 minutes before hanging up and scheduling my flight on AA,
Cranky, At least you have hair to pull out!
One other quick point (other than my lack of hair). I have only a cell phone. It costs me extra if I go over my allotted minutes. I have to wonder if some lawyer isn’t going to sue over the unnecessary airtime folks like me would have to use.
Use Skype. Calls to toll-free numbers are free.
I’ve added a third to my list of biggest lies:
1. “Hi, I’m from the government and I’m here to help you.”
2. “Great, good to see you.”
3. “Your business is very important to us.” Thank you, airline industry.
My impression of United is that this is an airline that in its own mind can do no wrong. Everything bad is someone else’s fault. They are masters of the blame game.
Once, just once, I’d like to see them publicly admit that they made a mistake, it was entirely their fault, and they are very sorry.
How can an airline, especially one that’s barely combined out of two different huge entities, have its own mind?
Flew SEA-SFO on Tuesday – no issues (but from an old CO Gate with CO Staff)…However, SFO-SEA (Wednesday) the gate agents said there were issues and did a “manual check-in” (scanners didnt work, so they had 1 agent tearing BPs in two, and 3 agents entering seat numbers into SHARES). Agents were professional, but clearly not everything is running 100% yet…flight departed late
FWIW – in my experience the hold times were just as bad before the merger, at least on CO. Back in January, I was trying to book seats for me and my parents on the same flight, but on two separate reservations. I screwed theirs up, so had to call to fix it. I was on hold for a good 40 minutes. At least the agent I eventually got was very nice and fixed the problem quickly.
The long holds will not impact my decision to fly the airline. Have we become so spoilt that having a little patience has such an effect on us? There are some people in the world who have never been on an aircraft before and would love at a chance to fly to a different place and also experience being in a plane.
One call to United since the merger to request a special meal. No wait on a Friday evening. Yes, I am 1K.
4.5 hrs non-stop to ticket my reservation on hold.
infant reservation is still not ticketed after 2 weeks.
Took me a total of 9 hours on hold over three weeks to purchase a group ticket (12). The longest wait was 4 hours. I have never been so happy for a speaker phone in my life, but I wish they would stop with all the ads on the hold music.
Let’s not mention that today, when I try to log in to the web site, I get “! We are experiencing technical difficulties and are temporarily unable to process your request. Please try again later.
We apologize for this inconvenience.”
[…] was urgent. This call volume was largely due to the change over of systems, a problem reported in quite a few media outlets. I did get to choose a good seat […]
Where are the humans working at UA? I don’t believe anyone is there – wait time
on the 800 number is ridiculous – I attempted to get through, and my password
is rejected, no clue as to how to get a new one, or to validate the old one.
All is need is the opportunity to talk to a human.