How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)
I asked her about how soon or just how my bag would ever make it there, and she was totally noncommittal. She kept referring me to this oh-so-valuable 800 number and, of course, United’s Web site. I reluctantly made my way for the cab line at O’Hare.
No Hope in Sight
After I checked into the hotel and alerted the bell captain of my brewing nightmare, it didn’t take me long to make the first of what would be about 15 calls I’d make to that 800 number over the course of the next two days. It also didn’t take me long to realize that the reps weren’t from the United States, or more importantly, English wasn’t their first language. Naturally, when you dial that number, the first thing you get is automated call prompts. Usually, United wants you to punch in some numbers to hear an automated response. I quickly learned that if I hit the “0” button about 10 times, I could get to a real person.
- Companies:
- United Airlines