1K line data point… your thoughts?
You know how the 1K line (and I assume the Premier and GS lines) ask you if you want to give feedback to your agent?
Well I’d always click “no“ and as had been widely reported here and elsewhere, I’ve noticed a dramatic decline in quality of the 1K agents over the past 2 years:
- non-native English speakers
- making up policies
- refusing to help with SDC or schedule changes
- background noise and laggy connection
- stonewalling on hotels and rebooking with partners
- etc.
In other words, they seem to be looping you to the same contracted call centers that regular callers go to (albeit without the 2h hold).
One time, I accidentally selected to leave feedback and it routed me to a helpful actual UA employee. Same thing happened a second time, then a third time, and so on. These are the pre-2022 1K agents we know and love: they have no problem bending rules and offered immediate help with anything. I’ve been rebooked on British Airways, made changes outside of 24h and allowed to change itineraries outside of travel waivers. Not that it really matters, but I’m also always thanked by name and title.
I’m happy to fill out the survey 10/10
Have any of y’all noticed this too?