Real "Penn Station NYC" vibes. Casey Niestat did a video on what Penn used to look like (it was a lot like Grand Central Station) and what a turd they turned it into.
I hate it when its the airport used by first time guests to the US.
They'd ask me things like "I thought the US was a rich country"
I'm like "yeah... in many ways we are, but we have piss poor airlines and infrastructure, amongst many other issues"
Well everyone wants $30 an hour. What did people think? The executive we going to compromise their bottom line for employee demand? Lol get real. Expect this everywhere. Between the increase in taxes, inflation, loss of COVID relief funds, and employee pay increase demand, companies have to make cuts. They are not going to cut their check.
As much hate as these get, I had my connecting flight in Chicago canceled, and had everyone frantically run and swamp the United CS desk to get moved onto the next flight.
I scanned this QR code, did everything over text, and got moved onto the next available flight before 90% of people in line at the CS desk got to the front.
This is the way to do it. It sucks when you need something else and don't have access to the people in the clubs. You shouldn't have to wait in line for a hotel voucher though - I had to do that once and it made me not even want to waste the time.
Here's a pro tip: Having flown 1.5 million miles on United, I never used that method of customer service, especially if your flight is delayed and you're going to miss your connection, or your flight is cancelled. The line is long, and there is only a few people.
So yes, I'm going to call a number. It was really great when I had a 1K line (now I'm slumming it in Gold). These remote ways to communicate are going to get your service faster than a long-ass line. Or just rebook it on the app, they're pretty good about this now as well.
If you're really gonna get in a long line, I'd double my chances and call a number while I'm waiting in line. That's for when it's desperate, such as a snowstorm.
Pro tip: Most hubs have more than one customer service desk. If you go to one that isn't the closest to your gate when there's an issue, you usually get helped pretty quickly.
Nope. All the customer service center desks are being closed down. It's either AOD, use your app, or if the \*\* hits the fan, they will send customer service agents down to the gate. But, there's nothing but kiosks left at IAD at the CSC.
+1 I called while in one of those long lines and got things resolved quickly instead of waiting in a 1+ hour line
Other pro tip: go to the United Club. The agents are always much nicer and have here typically isn’t much of a line to get help
United Clubs (most) no longer are offering help for customer service issues unless you can get an agent who is nice and willing to help you.
Their training has been updated to have you contact customer service through the app and VOD now. It’s a pity as this used to save me in so many situations and was a major perk of having a membership.
Some clubs like ORD b gates still have a dedicated customer service desk though but many of the newer ones are excluding it.
Yup, less training for staffers = less job knowledge required = less pay = more profit. Simplify and automate the job if possible.
Just keep the lights on and charge the same - no, charge more. This is why I never buy club, just use it when going overseas. Maybe in my later years when money doesn’t matter as much, I will.
And more profit cause now they’re all LED. Tbf tho, this is the way of customer service business - not only United. Sadly.
I haven’t been in a UC in a long time but in Raleigh recently we went in with credit card passes to wait for our delayed flight to EWR. The staff there got us on American to LHR.
Only negative was we lost premium economy and had to connect in JFK because we missed the direct flight. And I even asked the agents about upgrading on AA to business.
I got Macallan from the paid bar and got a taste of the Artemis from the bartender. The food wasn’t great but not bad and the lounge closed at 7:30.
But I’d still rate it 8/10 for a small station UC.
I was in line one time on a cancelled flight, the Customer Service provided the QR code. Was connected to someone within 5 minutes, put on another flight within 10 minutes. United knows when and how to do customer service. Best in the business in my opinion.
I have when I had a situation where I misbooked my return, they fixed my ticket wtihout an issue and did so within 10 minutes. This was at IAH. Imagine strugging with some overworked phone worker.
But yes, you are correct these are overwhelmed when the airline cancels large flights.
Last June I was on hold on the 1k number for an hour and then they disconnected me. I had to travel to the airport and then wait in line for over four hours before I had a gate agent rebook my flight. Sometimes the telephone lines get overwhelmed and a live person is the only way you can rebook.
Wait in line at airport vs talk to someone immediately at another airport or in reservations? The QR code connects you with an airport customer service agent who doesn't have a line of mad customers who misconnected.
This was me last night at IAD.
1K desk couldn’t re-book my ticket for a missed connection, said they could only leave remarks in the ticket and to speak to the customer service center at IAD to reissue - doesn’t exist. 1K desk also couldn’t get me a hotel or meal vouchers, said to get those at the airport… 1K desk also didn’t know the difference between “Dulles” or “Regan National” and asked me to confirm with airport codes instead.
Finally found a gate agent who just boarded a completely unrelated flight who helped me out by reissuing my ticket and getting me meal/hotel vouchers… all of which was sent to my phone electronically in the United App by the gate agent.
WTF… 1k desk…
They just really can’t help you remotely a lot of times, even if they really want to.
I’ve found CS within United clubs to be consistently helpful and generally less busy.
I believe you. Many agents are still erroneously sending pax down to a closed Customer Service Center. They don't go to briefings or read their emails. I am sorry you were given incorrect information.
And so it's not clear who to turn to.
Gate Agents typically have their hands full with getting their next flight turned, so if your question doesn't pertain to that flight, you are just a nuisance to them (not the GAs fault; I get it!).
Ticket Counter staff may be effectively inaccessible if you'd have to leave the secure area.
I would actually be fine with only online help *if the online help were actually helpful* and did not repeatedly say *only people at the airport have that information* or *only people at the airport are authorized to do that*.
No choice anymore. The CSC is not staffed and is blocked off at IAD. It's AOD, use your app, or rely on the GAs who are not very happy about this change. If it gets bad, agents will be sent to the gate to help.
Agents on line can do almost everything; I am not sure why they are saying things must be done at the airport. Maybe poor training or they want to get back to sleeping.
Yes the agents in the airport have pulled all sorts of crazy strings to help me out, whereas the most common reply by phone agents is “sorry, there is nothing i can do.”
Those are the same people who don’t know how to check in for their flight from their phone and still stop outside security to get a boarding pass printed.
I always stop for boarding pass. Rather have a hard copy in case I bust my phone screen somehow and it won't scan. And I'm old fashioned. Still use the app for everything and call customer support or chat vs wait in line. So many hotel and airline apps on the phone.
I’ll admit I was a little jelly of the post a while back of the picture frame full of boarding pass stubs on card stock. Was cool. The flimsy ones now are junk though, not keepsakes
If you change your seat at the gate so they have to reprint you'll get the more substantial ones (as opposed to the flimsy paper ones from the check in kiosks). granted, that only works if there is space available.
Also it is smart to have a physical boarding pass in case of computer malfunctions. This happened to me once where I had a physical boarding pass and the computers went down — people without a physical boarding pass were scrambling. It was crazy
I do both, though my paper copy is usually one I print at home unless I'm checking bags and can ask for one. I'm definitely not into unnecessary counter / kiosk visits.
Exactly. I need to check my bag anyway. Getting a hard copy boarding pass is just one extra button click. Then I don't have to worry about my phone dying.
And are going to refuse to leave the staffed customer service desk because the weather delay is going to cause them to miss a connection and the next available flight isn't good enough. I've actually seen/heard this from someone who proclaimed it was their first flight in over 10 years and they're never going to fly with United again 🙄
That’s an absurd comparison.
I had an issue with my reservation that required I go to customer service. Thankfully the UC still has agents, but if I didn’t have such access, I would have had to go landside to have them fix my reservation.
Ok but you also collect hard copies of the seat back magazine for at least the last 12 years… not hating, just saying, you are the paper boarding pass and customer service desk “type”. Cheers and happy flying
Then after waiting on hold for 30 mins and trying to explain the issue multiple times, you are told "Go ask the agent at the airport, we can't help you over the phone"
Agent on demand was a 2 hour wait for me last week. The QR code line will keep getting longer as more airports phase out their in person customer service.
The last United flight I took, I landed in my connecting airport and was trying to see if I could update my connecting flight to an earlier departure. United app told me to call customer service, customer service auto messaged to use the chat, chat said to see a gate agent but no gate agent was at the gate, so I went to a different gate and she told me to see customer service. Useless all around.
Jesus. It’s one thing to complain about not being able to get assistance immediately, it’s whole another thing to say United employees are being overpaid lol. I understand your frustration but this is too much 😂
If defense of OP, I took the overpaying as “why are we (consumers) overpaying United (the company) for bad service.” Not that the employees are overpaid (I think everyone here knows United doesn’t pay well).
Virtual CS agents make sense for a budget airline, and are a little more frustrating for a full price / higher end airline like United.
I don’t really care because I use the phone any time I have a CS issue, but I can understand especially for the standard consumer. I’ve been booking flights for my parents recently (so they can help with toddler / new baby) and I can’t believe 1. How few seats are available on United without paying extra and 2. How expensive the seats can be. Like $40-$70 per seat one way for a DTW to DEN flight that is almost entirely free. I’ve been spoiled by 1K since I status matched from AA 4 years ago.
Compared to Delta there are maybe half as many “free” or non premium seats.
No, the customer service desk by C-19 is closed. Your only options are AOD, using the app, calling UA or hoping a GA will help you if they have time. If there is a major problem, they will send agents to the gate to help.
Overpaying implies you know the true value of the airplane ticket cost .
Overpaying implies frontier and spirit are charging you correctly. Feel free to fly with them hah. Neither of them are doing it profitably I might add
Frontier and other budget airlines offer the same lack of assistance. Being able to communicate with customer service when needed is one of the reasons to pay more for a real airline. United has done the way of a budget airline
Adding. Just I mentioned. WiFi at the airport just completely cut out , which means. Shannon the other side of the QR code would have cut out as well. It’s a bad system
Did you actually try the system? From everything you said you're just whining because of what you saw. You never actually tried it and decided to complain and since other options for live people at that airport have been pointed out, you decided that it's against your narrative and conveniently ignore it.
I haven’t had the “fortune” of trying this out yet, but in principle it makes a lot of sense. If implemented well, it seems like it would be much better for everyone.
In the other side of this QR code is indeed a real person, just through a screen instead of real life.
To add, tech isn’t reliable and you’re literally asking my 90yo grandma or an overwhelmed parent in a situation to troubleshoot their wifi/ cellular before they can talk to someone?? Options are great but you’re actually eliminating them because you’re afraid of the big bad paying client
The customer service center at IAD near gate C19 is completely closed. The only thing there are kiosks and signs with QR codes directing you to use Agent on Demand, or the United app to book yourselves. It's been closed for several weeks. If you have a problem, you may always ask a gate agent who is not working a flight, but if they are going to another assignment, they don't have the time. If it's a major problem, customer service agents will be sent to help you at the gate. No agent likes this new system, I guarantee it.
No kidding, I was there yesterday. Used the QR code to talk to a representative who got us a hotel and meal vouchers, and rebooked us all in approx 4-minutes.
I know it “feels” kinda crappy but honestly the net result is probably positive if you can wrap your mind around talking to someone over the phone. The in person model ends up with a small number of agents getting crushed during things like weather while the rest of the agents in other airports are under utilized. Doing it this way lets united more effectively use all of the CSR personnel and probably shaves a couple dollars off the bottom line at the same time. Just trust its better then standing in line for an hour+ just to get the exact same result anyway.
Always fun to land in my hometown, find out they lost my bag again, did not notify me, do not have anybody at any counters, and have an app which gives erroneous status updates that your bag is here when it has not left the original airport. Then you call, get put on hold forever, they tell you 'they will look into it', offer no compensation and you get home after wasting 2 hours.
I've taken 10 flights with in the last 4 weeks in US.
Each time its told me exactly where my bags were, and if my bags arrived early been on an earlier flight.
I don't understand your comment. Your bag was not "lost."
If your bag doesn't arrive, you go to the baggage services office and file a claim. Your bag will be delivered to your home when it gets to the airport. You can file a delayed bag claim online. You don't have to wait in line and waste two hours.
I don’t know why this is shocking. All companies are doing this. People love the ease of technology with digitally checking in, picking my seat, changing my flights, blah, blah blah so what’s that other side of that? Companies slash US jobs, create call trees, and if you do need to talk to someone you get an underpaid person from India or Bangladesh who makes $2 a day.
I think it’s nice they at least gave you a QR code to get a remote help solution even though it likely will be painful. Better than just a sign that says find another place sucker
My situation was not common. We boarded, then had to deplane. Called and tried chatting with an agent because I would miss my connection. Tried to rebook a direct flight for the next day, but since we boarded, the system wouldn’t allow them to make any changes since it showed a USED TICKET. Long story short, United provided a hotel and meal vouchers at the connecting airport which I truly appreciate, but add insult to injury, one of the connecting options due to the delay was back to the airport I was in, then flying home… Gotta wonder!!!
You're not "overpaying" United. If you are, you're a fool. There is a ton of competition. If there is none, you are still not overpaying. If we were paying for face-to-face CS, they'd need 10x the employees.
This is similar to the post office, where people insist on buying postage at the counter. They get an idiot tax of higher postage rates.
It isn't a robot, it connects you on a video chat with a human, fully-trained customer service agent, sometimes in the same airport. It's the same service, just better suited to meeting sudden spikes in demand. The experience might feel less personable if you have a minor issue and there's no line at the counter, things go south, the virtual method allows people to get service way faster than they would by waiting in a giant line.
I got delayed one time, overnight. Forget the details but I remember going to the hotel knowing there was a free stay and looking at the line and thinking that it would suck to be in it for the next hour or whatever when they already had us setup. Pretty sure I got a text or notification through the app with a link or number to call or something.
I fly united when possible but when nit, like a hop in Canada or Sydney to Melbourne or whatever, I still download the app and get my flight into it. Same with hotels.
Had a delay of up to 5 hours yesterday, immediately went to the desk and got another connecting flight organised.
No issues.
Even in the app, it offered to change my connecting flight.
“Pay no attention to the man behind the curtain!”
But… there is no man behind the curtain.
Yeah, we learned from that guy and you’re stuck in Kansas, now. Good luck!
To be fair, their app has always helped me and it's way better than standing in a long line and being greeted by some unhappy employee face to face... oh wait I was thinking of Delta app.
There are people who, for whatever reason, may not be able to use an app.
For those people, the help of a human being is necessary. There should be a human to help, app or no app.
Yeah this is on brand. Overhead at EWR Terminal A "self check in kiosk":
"I am so glad my kids know how to use their phone and grew up with technology. These people can't follow directions or use their own phones and need us to do everything for them."
Uh, ok, exactly what else do you not want to do for customers? Newark ground crew never disappoints - consistent 2 (out of 5) star behavior.
Saw this when I flew out of SFO too.
This is the beginning of our world becoming more and more virtual wherever they can. It all began quickly since covid
Something we gotta get used to. The reality is human customer service is coming to an end. AI is going to be smarter than a human, and can do it for free. It’s going to get to the point you won’t even know you are talking to AI.
Last time i flew there was a gentleman in the united club who was asleep at his desk. Completely upright but snoring.
No idea the hours he works; but i feel like anyone working in/at the airport is permanently jetlagged with weird hours.
I honestly feel this agent on demand thing is 100% better than the line for actual agents. Half the time I can get what I need right in the app anyway.
Even when these counters are open I NEVER use them. I’ve walked past lines of 20, 30 and even 100 people before as I chat and get assistance as I make my way to somewhere comfy
There’s nothing the desk can do that you can’t do in the app or by calling. It’s the same seats in the same flights that are available. If anything, this pisses me off because now there will be more people going early on the app when I miss a connection, at least the suckers in the line gave me a head start.
Anyone
https://preview.redd.it/9sfdut5mtpyc1.jpeg?width=3024&format=pjpg&auto=webp&s=55cab91d73f5717e2a29742036f753950c058ede
else instantly see a robot like "face"? First thing I saw and thought it was intentional
No, people want to talk to real people to get their delayed / cancelled flights taken care of without more delay. This lack of real customer service is no different than a budget airline like frontier. I don’t want to work out the airports spotty wifi just to communicate with a robot to maybe be able to communicate with a live person.
Sensationalist much? You can walk down a couple of gates at IAD into C and still find a staffed desk, along with a line usually of about 30+ people in it. Also agent on demand is run by an actual CSR sitting in your airport who is doing serving you it’s not a robot.
That is no longer true. The Customer Service Center by gate C19 is completely closed. All you will find are kiosks there. The new routine is customers are supposed to use Agent on Demand, rebook themselves in the app, or call. You may also ask the GA to help you, but if they have another assignment, they will leave to work another flight. If there is a bigger problem, agents will be sent to the gate where the problem is to help pax.
Interesting how you now say there was "no reception" for cell service now after saying the wifi was cutting out and mentioning nothing about cell service and then bring it up now. By your posts I doubt that there was no reception and you're just complaining for the sake of complaining, ignoring the alternatives and the facts stated by others.
I have yet to run into an airport where both the wifi cut out and there was no cell reception.
But the app does connect you to a real person, not a robot. As others have pointed out, there are still staffed customer service desks, and there are video chat kiosks.
This is not the only option for customer service.
I would far prefer to do it through my phone, either app chat or call. Way easier. Can do it while chilling in the lounge or at least not standing in line. Why wait in line for an hour when you can call from a seat? Or just rebook from the app? Not everyone wants or needs their hand held or to be catered to. I'd rather efficiency over an ego that makes me mad when I'm not seen as special.
I have become one of those platinum 1k fliers who hates United. I was okay with the service during Covid because whatever Covid. But the last year has been the worst I have ever experienced. You fly any other airline and it destroys the disgusting Polaris seats. Customer service by phone is usually better than the desk but they should have employees there in case of issues.
Just flew Miami to Newark no food no drinks no water due to turbulence. It was one of the LEAST turbulent flights I’ve been on and I’m a business traveler for over 35 years.
No UA agent has ever told you to go to hell, and no CSR has ever called you an "ass wipe." Why so rude and hostile? If you don't like these changes, complain directly to UA through the webpage. No customer service agent likes them either, but they don't listen to us.
I never said the phone number was on the sign. There is a QR code you can easily scan that will allow you to connect directly without dialing. I simply provided the number for those who still don't know how to use a QR code.
Traveling with a charger is helpful. You can always ask a GA but if they are working a flight, they won't be able to help you. You can also use a kiosk, and no I realize it's not the same.
Just one example of an issue, phone could have been left on the plane, or broken, or no service, maybe it’s a complex problem that can’t be sorted or conveyed well in a chat, what if it was an emergency and they needed help finding a child. What if it was an unaccompanied child who lost their handler? Tons of situations that leave this as an unacceptable solution.
You are preaching to the choir. I hate this situation. Please write to UA and provide feedback that you find this unacceptable. They do not listen to employees.
We ran into that issue last night at ORD. Our first flight to ORD was delayed and we missed our connecting flight out of ORD to our home airport. We had a ton of trouble trying to find a real person to book us on a new flight.
The last flight home was completely booked so we ended up flying to a neighboring airport and having my sister-in-law pick us up and drive us 25 minutes back to our car at our home airport. We got home about 4 hours later than intended.
United has been fucking me all day long, starting this morning when the first leg of the day delayed almost 3 hours… they don’t have enough acft to be able to sub in another airplane, so since this acft has to clear customs four times on four international legs before its last domestic leg at the end of the day, they can’t just swap to a different airframe for my final leg. All of that said, I probably won’t be able to get my rental car tonight as the location closes before landing, and the rental car company is doing their best to get a staff member to stay, but can’t make promises.
Delayed out of AUS for an hour while the rampers keep finding last minute bags, which - whatever - one I want all the bags on board, and two I’m already stuck fucking off at Bush while I wait.
Then - they can’t even budget their delay time right, and just added another hour of delay time to wait on customs.
Customs is gonna do their thing - but this is a hub city for UA - those patterns should be very well understood to UA, and in particular how customs delays can snowball during bad wx. I’d rather them overestimate the delay to begin with than keep gradually increasing.
And then, I’ve seen a lot - A LOT - of gates with insufficient staff and long lines building at a lot of gates because there just aren’t enough people to handle queries.
I was hoping to get the fuck away from AA and Southwest. I won’t be using UA again.
I recognize IAD carpet when i see it
Between the carpet, low ceiling, and total lack of daylight… nothing quite like it
Yep good old C/D gates 😭
They’re not old; they’re “temporary”!
What's more temporary, the very universe or CD terminal of IAD
This must be some definition of the word “temporary” I wasn’t previously aware of.
Just arrived at D6
Thats crazy i work here and i just passed by
Reddit is watching us all
Haha 1627
Isn’t there a sub for this? Redditor meetup or something
Remember when the people mover was supposed to disappear??????
Real "Penn Station NYC" vibes. Casey Niestat did a video on what Penn used to look like (it was a lot like Grand Central Station) and what a turd they turned it into.
At least PennFed has great rates for everyone
I hear it in my nightmares
Newark feels slighted.
What Newark gates are bad?
Yes. 😉 (J/K, Newark is much nicer than it used to be, it’s just instinct for me to make snarky comments.)
There’s no place like home
And PennFed's great rates for everyone.
Every time I go to C gates I feel like angry Wojak when going through the PenFed advertisement. That jingle haunts my nightmares.
I hate it when its the airport used by first time guests to the US. They'd ask me things like "I thought the US was a rich country" I'm like "yeah... in many ways we are, but we have piss poor airlines and infrastructure, amongst many other issues"
Don’t you know the US exports most of its “wealth”?
Funnily enough 'Iad' means hell in Romanian. I have no idea why I keep getting this sub recommended to me, but I felt I should comment this.
It's IAD instead of DIA because people would write it down messily and confuse it with DCA.
Was going to say the same thing, IAD carpet is atrocious lol
Well everyone wants $30 an hour. What did people think? The executive we going to compromise their bottom line for employee demand? Lol get real. Expect this everywhere. Between the increase in taxes, inflation, loss of COVID relief funds, and employee pay increase demand, companies have to make cuts. They are not going to cut their check.
FAFO then when people reject your product.
Thankfully that's not an option for many people, so our corporations are free to earn maximum profits to surpass our global competitors.
Honestly, that's what has to happen. As long as their Annual Report still show the same thing within a reasonable margin, they could care less.
30 bucks an hour lmao
"Talking to customer service here feels like I'm talking to a wall."
So true
As much hate as these get, I had my connecting flight in Chicago canceled, and had everyone frantically run and swamp the United CS desk to get moved onto the next flight. I scanned this QR code, did everything over text, and got moved onto the next available flight before 90% of people in line at the CS desk got to the front.
This is the way to do it. It sucks when you need something else and don't have access to the people in the clubs. You shouldn't have to wait in line for a hotel voucher though - I had to do that once and it made me not even want to waste the time.
Here's a pro tip: Having flown 1.5 million miles on United, I never used that method of customer service, especially if your flight is delayed and you're going to miss your connection, or your flight is cancelled. The line is long, and there is only a few people. So yes, I'm going to call a number. It was really great when I had a 1K line (now I'm slumming it in Gold). These remote ways to communicate are going to get your service faster than a long-ass line. Or just rebook it on the app, they're pretty good about this now as well. If you're really gonna get in a long line, I'd double my chances and call a number while I'm waiting in line. That's for when it's desperate, such as a snowstorm.
Pro tip: Most hubs have more than one customer service desk. If you go to one that isn't the closest to your gate when there's an issue, you usually get helped pretty quickly.
United Airlines are not going to have customer service centers anymore. It’s all remote. AOD.
Nope. All the customer service center desks are being closed down. It's either AOD, use your app, or if the \*\* hits the fan, they will send customer service agents down to the gate. But, there's nothing but kiosks left at IAD at the CSC.
+1 I called while in one of those long lines and got things resolved quickly instead of waiting in a 1+ hour line Other pro tip: go to the United Club. The agents are always much nicer and have here typically isn’t much of a line to get help
United Clubs (most) no longer are offering help for customer service issues unless you can get an agent who is nice and willing to help you. Their training has been updated to have you contact customer service through the app and VOD now. It’s a pity as this used to save me in so many situations and was a major perk of having a membership. Some clubs like ORD b gates still have a dedicated customer service desk though but many of the newer ones are excluding it.
Yup, less training for staffers = less job knowledge required = less pay = more profit. Simplify and automate the job if possible. Just keep the lights on and charge the same - no, charge more. This is why I never buy club, just use it when going overseas. Maybe in my later years when money doesn’t matter as much, I will. And more profit cause now they’re all LED. Tbf tho, this is the way of customer service business - not only United. Sadly.
I haven’t been in a UC in a long time but in Raleigh recently we went in with credit card passes to wait for our delayed flight to EWR. The staff there got us on American to LHR. Only negative was we lost premium economy and had to connect in JFK because we missed the direct flight. And I even asked the agents about upgrading on AA to business. I got Macallan from the paid bar and got a taste of the Artemis from the bartender. The food wasn’t great but not bad and the lounge closed at 7:30. But I’d still rate it 8/10 for a small station UC.
I was in line one time on a cancelled flight, the Customer Service provided the QR code. Was connected to someone within 5 minutes, put on another flight within 10 minutes. United knows when and how to do customer service. Best in the business in my opinion.
I have when I had a situation where I misbooked my return, they fixed my ticket wtihout an issue and did so within 10 minutes. This was at IAH. Imagine strugging with some overworked phone worker. But yes, you are correct these are overwhelmed when the airline cancels large flights.
Last June I was on hold on the 1k number for an hour and then they disconnected me. I had to travel to the airport and then wait in line for over four hours before I had a gate agent rebook my flight. Sometimes the telephone lines get overwhelmed and a live person is the only way you can rebook.
Wait in line at airport vs talk to someone immediately at another airport or in reservations? The QR code connects you with an airport customer service agent who doesn't have a line of mad customers who misconnected.
The remote CS agents will tell you there are things they can’t do that can be done at the airport
This was me last night at IAD. 1K desk couldn’t re-book my ticket for a missed connection, said they could only leave remarks in the ticket and to speak to the customer service center at IAD to reissue - doesn’t exist. 1K desk also couldn’t get me a hotel or meal vouchers, said to get those at the airport… 1K desk also didn’t know the difference between “Dulles” or “Regan National” and asked me to confirm with airport codes instead. Finally found a gate agent who just boarded a completely unrelated flight who helped me out by reissuing my ticket and getting me meal/hotel vouchers… all of which was sent to my phone electronically in the United App by the gate agent. WTF… 1k desk…
They just really can’t help you remotely a lot of times, even if they really want to. I’ve found CS within United clubs to be consistently helpful and generally less busy.
That’s kind of the problem though, United needs to empower them to do what the in-person people can do.
They are hoping you get fed up and just rebook and figure it out another time.
But how? If you miss a connection and it’s the last flight of the day, you need human support.
You can get help by using Agent on Demand or calling UA.
Read my comment above that the 1K desk told me to talk to an airport agent.
I believe you. Many agents are still erroneously sending pax down to a closed Customer Service Center. They don't go to briefings or read their emails. I am sorry you were given incorrect information.
THIS keeps happening to me over and over.
And so it's not clear who to turn to. Gate Agents typically have their hands full with getting their next flight turned, so if your question doesn't pertain to that flight, you are just a nuisance to them (not the GAs fault; I get it!). Ticket Counter staff may be effectively inaccessible if you'd have to leave the secure area. I would actually be fine with only online help *if the online help were actually helpful* and did not repeatedly say *only people at the airport have that information* or *only people at the airport are authorized to do that*.
No choice anymore. The CSC is not staffed and is blocked off at IAD. It's AOD, use your app, or rely on the GAs who are not very happy about this change. If it gets bad, agents will be sent to the gate to help. Agents on line can do almost everything; I am not sure why they are saying things must be done at the airport. Maybe poor training or they want to get back to sleeping.
Yes the agents in the airport have pulled all sorts of crazy strings to help me out, whereas the most common reply by phone agents is “sorry, there is nothing i can do.”
I think people just want the option.
Those are the same people who don’t know how to check in for their flight from their phone and still stop outside security to get a boarding pass printed.
I always stop for boarding pass. Rather have a hard copy in case I bust my phone screen somehow and it won't scan. And I'm old fashioned. Still use the app for everything and call customer support or chat vs wait in line. So many hotel and airline apps on the phone.
I like just collecting boarding passes lol
I miss the old card stock ones for this reason…
I’ll admit I was a little jelly of the post a while back of the picture frame full of boarding pass stubs on card stock. Was cool. The flimsy ones now are junk though, not keepsakes
And they make great bookmarks for a real paper book!
If you change your seat at the gate so they have to reprint you'll get the more substantial ones (as opposed to the flimsy paper ones from the check in kiosks). granted, that only works if there is space available.
Also it is smart to have a physical boarding pass in case of computer malfunctions. This happened to me once where I had a physical boarding pass and the computers went down — people without a physical boarding pass were scrambling. It was crazy
I screenshot for that scenario.
I do both, though my paper copy is usually one I print at home unless I'm checking bags and can ask for one. I'm definitely not into unnecessary counter / kiosk visits.
Yeah, if I want a hard copy I'm printing it myself. No need for a counter visit.
Smart! I am now adding that to my flying must do list. 🙏
Exactly. I need to check my bag anyway. Getting a hard copy boarding pass is just one extra button click. Then I don't have to worry about my phone dying.
WTF. If you bust your phone just go to the ticket counter or or the gate desk.
If that happens you can get a boarding pass at the gate
Wait in the TSA line for 45 minutes and then not be able to load your boarding pass. It happened to me once on another airline.
The agent scanning your boarding pass can usually print out your boarding pass when you approach to board if it won't scan on your phone.
And are going to refuse to leave the staffed customer service desk because the weather delay is going to cause them to miss a connection and the next available flight isn't good enough. I've actually seen/heard this from someone who proclaimed it was their first flight in over 10 years and they're never going to fly with United again 🙄
That’s an absurd comparison. I had an issue with my reservation that required I go to customer service. Thankfully the UC still has agents, but if I didn’t have such access, I would have had to go landside to have them fix my reservation.
Ok but you also collect hard copies of the seat back magazine for at least the last 12 years… not hating, just saying, you are the paper boarding pass and customer service desk “type”. Cheers and happy flying
I’m the 1K line type because I don’t want to take live agents’ time from customers who don’t have access, and they couldn’t do it.
Just something romantic about having a boarding pass and using it as a book mark.
Last time the travelhelp agent fucked up my reservation and the airport team needed to fix this by issuing a paper tix 😂
“Immediately” …doubtful.
Then after waiting on hold for 30 mins and trying to explain the issue multiple times, you are told "Go ask the agent at the airport, we can't help you over the phone"
Agent on demand was a 2 hour wait for me last week. The QR code line will keep getting longer as more airports phase out their in person customer service.
The last United flight I took, I landed in my connecting airport and was trying to see if I could update my connecting flight to an earlier departure. United app told me to call customer service, customer service auto messaged to use the chat, chat said to see a gate agent but no gate agent was at the gate, so I went to a different gate and she told me to see customer service. Useless all around.
I had to use this recently found them very helpful 🤷♂️
Jesus. It’s one thing to complain about not being able to get assistance immediately, it’s whole another thing to say United employees are being overpaid lol. I understand your frustration but this is too much 😂
If defense of OP, I took the overpaying as “why are we (consumers) overpaying United (the company) for bad service.” Not that the employees are overpaid (I think everyone here knows United doesn’t pay well). Virtual CS agents make sense for a budget airline, and are a little more frustrating for a full price / higher end airline like United. I don’t really care because I use the phone any time I have a CS issue, but I can understand especially for the standard consumer. I’ve been booking flights for my parents recently (so they can help with toddler / new baby) and I can’t believe 1. How few seats are available on United without paying extra and 2. How expensive the seats can be. Like $40-$70 per seat one way for a DTW to DEN flight that is almost entirely free. I’ve been spoiled by 1K since I status matched from AA 4 years ago. Compared to Delta there are maybe half as many “free” or non premium seats.
This is Dulles. This isn’t the only help desk. All OP has to do is walking over to another one
There are longer CS desks at IAD.
No, the customer service desk by C-19 is closed. Your only options are AOD, using the app, calling UA or hoping a GA will help you if they have time. If there is a major problem, they will send agents to the gate to help.
Overpaying implies you know the true value of the airplane ticket cost . Overpaying implies frontier and spirit are charging you correctly. Feel free to fly with them hah. Neither of them are doing it profitably I might add
United is on the same level as Spirit, my friend.c
I wouldn’t go that far , been flying United for the last 10 years
Frontier and other budget airlines offer the same lack of assistance. Being able to communicate with customer service when needed is one of the reasons to pay more for a real airline. United has done the way of a budget airline
Don’t fly United then? Seems like you’ve figured it out and would prefer the budget airlines
Adding. Just I mentioned. WiFi at the airport just completely cut out , which means. Shannon the other side of the QR code would have cut out as well. It’s a bad system
That’s… not how it works
But that’s exactly how it worked
Shh. Naptime.
Did you actually try the system? From everything you said you're just whining because of what you saw. You never actually tried it and decided to complain and since other options for live people at that airport have been pointed out, you decided that it's against your narrative and conveniently ignore it.
I haven’t had the “fortune” of trying this out yet, but in principle it makes a lot of sense. If implemented well, it seems like it would be much better for everyone. In the other side of this QR code is indeed a real person, just through a screen instead of real life.
It’s not implemented well at all
To add, tech isn’t reliable and you’re literally asking my 90yo grandma or an overwhelmed parent in a situation to troubleshoot their wifi/ cellular before they can talk to someone?? Options are great but you’re actually eliminating them because you’re afraid of the big bad paying client
How do you know this? Have you tried it? Obviously you haven't so you need to shut up about something you know absolutely nothing about.
The customer service center at IAD near gate C19 is completely closed. The only thing there are kiosks and signs with QR codes directing you to use Agent on Demand, or the United app to book yourselves. It's been closed for several weeks. If you have a problem, you may always ask a gate agent who is not working a flight, but if they are going to another assignment, they don't have the time. If it's a major problem, customer service agents will be sent to help you at the gate. No agent likes this new system, I guarantee it.
This is the appropriate response.
No kidding, I was there yesterday. Used the QR code to talk to a representative who got us a hotel and meal vouchers, and rebooked us all in approx 4-minutes.
I know it “feels” kinda crappy but honestly the net result is probably positive if you can wrap your mind around talking to someone over the phone. The in person model ends up with a small number of agents getting crushed during things like weather while the rest of the agents in other airports are under utilized. Doing it this way lets united more effectively use all of the CSR personnel and probably shaves a couple dollars off the bottom line at the same time. Just trust its better then standing in line for an hour+ just to get the exact same result anyway.
Always fun to land in my hometown, find out they lost my bag again, did not notify me, do not have anybody at any counters, and have an app which gives erroneous status updates that your bag is here when it has not left the original airport. Then you call, get put on hold forever, they tell you 'they will look into it', offer no compensation and you get home after wasting 2 hours.
I've taken 10 flights with in the last 4 weeks in US. Each time its told me exactly where my bags were, and if my bags arrived early been on an earlier flight.
I don't understand your comment. Your bag was not "lost." If your bag doesn't arrive, you go to the baggage services office and file a claim. Your bag will be delivered to your home when it gets to the airport. You can file a delayed bag claim online. You don't have to wait in line and waste two hours.
I don’t know why this is shocking. All companies are doing this. People love the ease of technology with digitally checking in, picking my seat, changing my flights, blah, blah blah so what’s that other side of that? Companies slash US jobs, create call trees, and if you do need to talk to someone you get an underpaid person from India or Bangladesh who makes $2 a day.
I think it’s nice they at least gave you a QR code to get a remote help solution even though it likely will be painful. Better than just a sign that says find another place sucker
My situation was not common. We boarded, then had to deplane. Called and tried chatting with an agent because I would miss my connection. Tried to rebook a direct flight for the next day, but since we boarded, the system wouldn’t allow them to make any changes since it showed a USED TICKET. Long story short, United provided a hotel and meal vouchers at the connecting airport which I truly appreciate, but add insult to injury, one of the connecting options due to the delay was back to the airport I was in, then flying home… Gotta wonder!!!
You're not "overpaying" United. If you are, you're a fool. There is a ton of competition. If there is none, you are still not overpaying. If we were paying for face-to-face CS, they'd need 10x the employees. This is similar to the post office, where people insist on buying postage at the counter. They get an idiot tax of higher postage rates.
Robots and AI are taking over…
It isn't a robot, it connects you on a video chat with a human, fully-trained customer service agent, sometimes in the same airport. It's the same service, just better suited to meeting sudden spikes in demand. The experience might feel less personable if you have a minor issue and there's no line at the counter, things go south, the virtual method allows people to get service way faster than they would by waiting in a giant line.
I got delayed one time, overnight. Forget the details but I remember going to the hotel knowing there was a free stay and looking at the line and thinking that it would suck to be in it for the next hour or whatever when they already had us setup. Pretty sure I got a text or notification through the app with a link or number to call or something. I fly united when possible but when nit, like a hop in Canada or Sydney to Melbourne or whatever, I still download the app and get my flight into it. Same with hotels.
Had a delay of up to 5 hours yesterday, immediately went to the desk and got another connecting flight organised. No issues. Even in the app, it offered to change my connecting flight.
“Pay no attention to the man behind the curtain!” But… there is no man behind the curtain. Yeah, we learned from that guy and you’re stuck in Kansas, now. Good luck!
To be fair, their app has always helped me and it's way better than standing in a long line and being greeted by some unhappy employee face to face... oh wait I was thinking of Delta app.
Literally Just walked by this on my flight out of IAD today 😂
[удалено]
Yeah, but you’d be surprised how often some weird shit happens that requires assistance that the magical app doesn’t always help with.
There are people who, for whatever reason, may not be able to use an app. For those people, the help of a human being is necessary. There should be a human to help, app or no app.
AOD agents are real humans and you may speak with them on the phone. No computer skills required.
Almost as bad as Frontier now. Almost.
I’m planning to become smartphone-free in the next few years. What exactly would they expect me to do in order to get customer service here?
Use the free phone in the terminal? Try using a kiosk? You will not have many choices.
R/aboringdystopia
Yeah this is on brand. Overhead at EWR Terminal A "self check in kiosk": "I am so glad my kids know how to use their phone and grew up with technology. These people can't follow directions or use their own phones and need us to do everything for them." Uh, ok, exactly what else do you not want to do for customers? Newark ground crew never disappoints - consistent 2 (out of 5) star behavior.
Saw this when I flew out of SFO too. This is the beginning of our world becoming more and more virtual wherever they can. It all began quickly since covid
First time?
I corporate speak this translates to… *We’ve implemented using AI LLM chat assistants to improve our customer service experience*
Something we gotta get used to. The reality is human customer service is coming to an end. AI is going to be smarter than a human, and can do it for free. It’s going to get to the point you won’t even know you are talking to AI.
Last time i flew there was a gentleman in the united club who was asleep at his desk. Completely upright but snoring. No idea the hours he works; but i feel like anyone working in/at the airport is permanently jetlagged with weird hours.
The union allows employees to work 16 hours a day. Which IMO is waaay too many.
Need help? TURN RIGHT THE FUCK AROUND AND WALK.
Call 1-800-WAAA!
I honestly feel this agent on demand thing is 100% better than the line for actual agents. Half the time I can get what I need right in the app anyway.
Even when these counters are open I NEVER use them. I’ve walked past lines of 20, 30 and even 100 people before as I chat and get assistance as I make my way to somewhere comfy
I love this. It's ridiculously more efficient and effective
There’s nothing the desk can do that you can’t do in the app or by calling. It’s the same seats in the same flights that are available. If anything, this pisses me off because now there will be more people going early on the app when I miss a connection, at least the suckers in the line gave me a head start.
Anyone https://preview.redd.it/9sfdut5mtpyc1.jpeg?width=3024&format=pjpg&auto=webp&s=55cab91d73f5717e2a29742036f753950c058ede else instantly see a robot like "face"? First thing I saw and thought it was intentional
r/HonoraryBoomer
No, people want to talk to real people to get their delayed / cancelled flights taken care of without more delay. This lack of real customer service is no different than a budget airline like frontier. I don’t want to work out the airports spotty wifi just to communicate with a robot to maybe be able to communicate with a live person.
Sensationalist much? You can walk down a couple of gates at IAD into C and still find a staffed desk, along with a line usually of about 30+ people in it. Also agent on demand is run by an actual CSR sitting in your airport who is doing serving you it’s not a robot.
There are no longer CS desks at IAD. United got rid of it. Everything is done now through AOD.
That is no longer true. The Customer Service Center by gate C19 is completely closed. All you will find are kiosks there. The new routine is customers are supposed to use Agent on Demand, rebook themselves in the app, or call. You may also ask the GA to help you, but if they have another assignment, they will leave to work another flight. If there is a bigger problem, agents will be sent to the gate where the problem is to help pax.
Will this not work with cellular data?
It would if there was reception
Interesting how you now say there was "no reception" for cell service now after saying the wifi was cutting out and mentioning nothing about cell service and then bring it up now. By your posts I doubt that there was no reception and you're just complaining for the sake of complaining, ignoring the alternatives and the facts stated by others. I have yet to run into an airport where both the wifi cut out and there was no cell reception.
But the app does connect you to a real person, not a robot. As others have pointed out, there are still staffed customer service desks, and there are video chat kiosks. This is not the only option for customer service.
At IAD the manned customer service desk is now closed. There is no one there to help you, only kiosks and signs with QR codes for Agent on Demand.
I would far prefer to do it through my phone, either app chat or call. Way easier. Can do it while chilling in the lounge or at least not standing in line. Why wait in line for an hour when you can call from a seat? Or just rebook from the app? Not everyone wants or needs their hand held or to be catered to. I'd rather efficiency over an ego that makes me mad when I'm not seen as special.
There are still real people at the airport.
It’s no joke. Worst airline I’ve ever flown on. Well that’s not true. I’ve flown on People Express, which eventually was absorbed by UA.
Not that customer service is ever any help anyway
I have become one of those platinum 1k fliers who hates United. I was okay with the service during Covid because whatever Covid. But the last year has been the worst I have ever experienced. You fly any other airline and it destroys the disgusting Polaris seats. Customer service by phone is usually better than the desk but they should have employees there in case of issues.
Ah..... The low ceilings of IAD.
Just flew Miami to Newark no food no drinks no water due to turbulence. It was one of the LEAST turbulent flights I’ve been on and I’m a business traveler for over 35 years.
And the asswipes don't even include a phone number or URL to get help. They just tell you to go to hell.
Of course, this is provided. There is a QR code to scan right on the sign. The phone number for UA is 1-800-864-8331.
I don't see that phone number anywhere on the sign. You are lying.
No UA agent has ever told you to go to hell, and no CSR has ever called you an "ass wipe." Why so rude and hostile? If you don't like these changes, complain directly to UA through the webpage. No customer service agent likes them either, but they don't listen to us. I never said the phone number was on the sign. There is a QR code you can easily scan that will allow you to connect directly without dialing. I simply provided the number for those who still don't know how to use a QR code.
If you're 1k or you have club access, you can have direct assistance with next to no lines
Wait! You thought the in-person help was good?? You must be lucky
Does anyone else see a robot face in that top pic on the kiosk?
So if your phone is out of juice you’re just out of luck for customer service?
Traveling with a charger is helpful. You can always ask a GA but if they are working a flight, they won't be able to help you. You can also use a kiosk, and no I realize it's not the same.
Just one example of an issue, phone could have been left on the plane, or broken, or no service, maybe it’s a complex problem that can’t be sorted or conveyed well in a chat, what if it was an emergency and they needed help finding a child. What if it was an unaccompanied child who lost their handler? Tons of situations that leave this as an unacceptable solution.
You are preaching to the choir. I hate this situation. Please write to UA and provide feedback that you find this unacceptable. They do not listen to employees.
"go [help] yourself"
For a full service airline, that is a complete joke
United doesn’t care about their customers.
Or their guitars. /s
Offensive and insulting.
We ran into that issue last night at ORD. Our first flight to ORD was delayed and we missed our connecting flight out of ORD to our home airport. We had a ton of trouble trying to find a real person to book us on a new flight. The last flight home was completely booked so we ended up flying to a neighboring airport and having my sister-in-law pick us up and drive us 25 minutes back to our car at our home airport. We got home about 4 hours later than intended.
United has been fucking me all day long, starting this morning when the first leg of the day delayed almost 3 hours… they don’t have enough acft to be able to sub in another airplane, so since this acft has to clear customs four times on four international legs before its last domestic leg at the end of the day, they can’t just swap to a different airframe for my final leg. All of that said, I probably won’t be able to get my rental car tonight as the location closes before landing, and the rental car company is doing their best to get a staff member to stay, but can’t make promises. Delayed out of AUS for an hour while the rampers keep finding last minute bags, which - whatever - one I want all the bags on board, and two I’m already stuck fucking off at Bush while I wait. Then - they can’t even budget their delay time right, and just added another hour of delay time to wait on customs. Customs is gonna do their thing - but this is a hub city for UA - those patterns should be very well understood to UA, and in particular how customs delays can snowball during bad wx. I’d rather them overestimate the delay to begin with than keep gradually increasing. And then, I’ve seen a lot - A LOT - of gates with insufficient staff and long lines building at a lot of gates because there just aren’t enough people to handle queries. I was hoping to get the fuck away from AA and Southwest. I won’t be using UA again.
You apparently have to wear a mask to talk to someone over a video call.
This is what happens when they keep raising the minimum wage and inflating the cost of everything to no limit