@United getting things done

Discussion in 'United Airlines | MileagePlus' started by Wandering Aramean, Mar 20, 2013.  |  Print Topic

  1. Wandering Aramean
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    Wandering Aramean Gold Member

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    Earlier today while sitting in a horribly crowded and overheated gate area at CPH and watching the clock tick away on our connection I DM'd the @United account with my PNR and asked to be protected on the later flight. I sent the message at 7:10am EDT. I got a reply back at 7:29am EDT noting that the additional segment had been added to my record and a follow-up email noting some potential weather delays on the UA side which might help my chances. Not only did they look at what I asked and respond quickly and professionally, but they went the extra step to try to allay my concerns.

    I could get used to that sort of service. :cool:

    Compared to the @united of old this is a HUGE step in the right direction.
     
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  2. Black Cloud
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    Black Cloud Gold Member

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  3. guberif

    guberif Silver Member

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    Well, he WAS flying on a UA comped ticket......... J/k :)
     
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  4. sdm1130
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    sdm1130 Gold Member

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    I've had @united protect me twice now during IRROPS. Like you, they were very quick to respond and were able to protect me on the exact flights I wanted. Huge thumbs up to UA for improving their service on Twitter!
     
  5. Scottrick
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    Scottrick Gold Member

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    I've given United (not just @united) enough s**t in the past. I haven't had the chance to experience this level of service, but I do agree they're getting better. IMO the AA shills are worse.
     
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  6. unavaca
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    unavaca Gold Member

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    Wait, what? UA is grasping social media? What parallel reality have I entered?
     
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  7. Scottrick
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    Scottrick Gold Member

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    When you reach the bottom, the only place left to go is up. :rolleyes:

    On a semi-related note, I miss the old animated commercials with the tag line: "It's time to fly."
     
  8. Rob
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    Rob Gold Member

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    I was impressed with the response time when I tweeted them from the middle east on what was an early Sunday morning east coast time. Unfortunately, they couldn't provide a better option than "we can rebook you 24 hours later", but such is life.
     
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  9. Counsellor
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    Rather, I'd say "this is a HUGE step toward what we used to get as 1Ks without having to call and ask."
     
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  10. Wandering Aramean
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    Wandering Aramean Gold Member

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    I would have absolutely no expectation of UA following my SK flights and knowing to protect me on another UA flight without a prompt. And I do not believe they regularly did that for 1Ks back in the day either.
     
  11. Hartmann
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    Hartmann Gold Member

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    I have had a couple of recent interactions with them where they've saved my trip from being a disaster (due to weather and other delays). Definitely an improvement in their social media presence.
     
  12. webdes03

    webdes03 Gold Member

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    I've had a number of great customer service through @united. A couple weeks ago, they rebooked me on US following a WX cancellation of my UA flight, and last week they took care of an immediate upgrade on a Y fare ticket that the website kept failing to process. Like you, I got very quick replies and very professional service. Perhaps the new director of social media that UA brought in is making some great strides.

    On a side note, US has been equally as responsive on @usairways; they even did a feature in the in-flight magazine either last month or the month before showcasing the social media team.
     
  13. Infinite1K
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    Infinite1K Silver Member

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    It really is a parallel world. Seth and Rob both posted the same exact things on TOBB.
     
  14. Wandering Aramean
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    Wandering Aramean Gold Member

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    unavaca, Rob and webdes03 like this.
  15. Rob
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    Rob Gold Member

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    And yet somehow the tone is more polite over here. Whodathunkit.
     
  16. Seacarl
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    Seacarl Gold Member

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    I tried to tweet and DM @united from NRT. Unfortuantely they closed at 10pm CDT which works out to 1pm Tokyo time, about 4 hours before the big connecting bank of flights departs. The woman at the United Club counter didn't understand or wouldn't look at what I needed, and I was hoping @united could help me, but they only staff for USA opening hours. None of the phones in the club work anymore, even though they have buttons for United Reservations.
     
  17. Scottrick
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    Scottrick Gold Member

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    I had a little more success with @united today. A couple DMs were able to get me rebooked after my original flight was downgauged. Nothing special, but I hate using the phone.
     
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  18. guberif

    guberif Silver Member

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    10pm CDT, or 8pm on the west coast??? Seriously?
     
  19. stephenbgarvan

    stephenbgarvan Silver Member

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    that DID use to happen some of the time under previous UAL regime
     
  20. Seacarl
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    Seacarl Gold Member

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    I may have 11pm CDT, but it was like 1pm or 2pm in NRT
     
  21. Counsellor
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    Sorry, didn't realize it wasn't UA.
     
  22. k2o
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    k2o Silver Member

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    I agree. I had the same awesome experience with @united with cancelled connection flights...they came through two weekends in a row! Felt like I had a big brother lookin' after me.
     
  23. eagle92

    eagle92 Silver Member

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    I've had some stellar experiences from @United recently as well. They have clearly gotten the message and are using the channel much better than in the past.
     
  24. Weatherboy

    Weatherboy Gold Member

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    Meanwhile the #UnitedPlaneChat series seem to be a mess.
     
  25. Wandering Aramean
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    Wandering Aramean Gold Member

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    I have yet to see a twitter "chat" which is not a clusterf*^k.
     
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