How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)
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Paul Miller
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The woman there, an American who spoke perfectly good English (and who’d be the last rep I’d be able to understand easily for the next day and a half — and who’d easily understand me), was cold as ice. No apologies, just a curt “fill out this form.” I was bothering her; shame on me. I handed her the wrong bag tag, she tapped her fingers a few times on her keyboard and somehow concluded that my bag never left Westchester Airport in White Plains, N.Y., from which I’d left. She took my filled-out form, added some details of her own, kept my wrong bag tag, circled an 800 number on my half of the form and told me to call that number if I wanted to see how they were progressing in the alleged search for my garment bag.
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Paul Miller
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