award travel redemption

Posted Tue March 13, 2012 8:49 am, by Jerry B. written to United Airlines

Write a Letter to this Company  |  Rate this Company

3 hours, 6 agents to book a simple award travel reward. Customer service folks were not competent in the new system. Hold time unacceptable. Systems do not talk to each other and to top it off United felt that they should charge a $25 fee even though the award travel could not be booked on-line and I was directed to call customer service. Impossible to reach a supervisor. Supervisors hide behnd agents. Web site that says ticket was purchased when I know it was not? When placed on hold, call is lost and no one returns.

This is not an experience anyone should go through and not representative of a world class company. Still on hold awaiting a supervisor. 40 minutes now. Talked to supervisor, on hold again because it takes 10 minutes or so to ticket award trave in the new system.

Fix customer service experience. Training of customer service folks. Address system issues. Call in as a customer and rate the experience.