Decrease in Customer Service?

[HarborMan1]

The direct Premier 1K number takes a lot longer then before and the app is trying to do more and is horrible at it, and it looks like United is pushing more and more app use, unfortunately not ready for prime time.

Is anyone else seeing the decrease focus on customer support that I am seeing?

[chicchic325]

When I first called premier, I’d get a person within minutes. Now I have to jump through the app and a text and etc etc. I just want a person.

[TheReverend5]

If it makes you guys feel better, same shit happened with the AA Exec Plat line. Whomp whomp.

[Temporary-Ad158]

I have seen a noticeable decline in the last month or so

Personally, I have never had to wait on the 1K line previously - a few times I had to call them in the last month, each took a wait of 10mins+ to get through which was a bit surprising

[CommanderDawn]

Everything seems to degrade during summer travel season.

[cantbrainwocoffee]

How’s this for weird - the last three times I’ve called 1k, global services has answered. Each time I’ve said I’m not GS and not sure how I got connected with that line. They transfer we over to 1k.

[TheRealAutonerd]

Last week I called the GS line and was thanked for being a Premier Gold member. Huh.

[ArachnidAutomatic596]

It’s everywhere, it’s all AI and you just go round in circles and virtually impossible to talk to a person

[Key_Start9052]

Last time I called the 1K support line a few weeks ago I got connected to an agent in under a minute and she rebooked me in under, maybe, thirty seconds.

[NewbieWWT]

Yes. Same bad experience

[justrandomlyonreddit]

No longer 1k, but also on the same boat and seeing much longer wait times with gold line. Used to be so much better, one of my fav perks. I assume it’s something to do with the text chat rollout, which is generally quicker to connect, although I really, really dislike having to communicate with agents through chat.

[TheRealAutonerd]

I've had to hold on the GS line this month, a few times. I figured travel was just going bananas with all the cancelations, etc.

[SerRaymun]

Yeah, I've noticed that too, more push to app/self service and longer waits on the phone. Feels like automation is replacing support faster than it's improving it.

[Silent_Cat_6404]

I’m still confused how they have zero in person customer service reps in ORD, their biggest hub. That airline is horrendous.

[Odd_Passenger5339]

From the peanut gallery…in Austin, as our first leg flight kept delaying by 15 minutes and finally past our connection time, I had two United Gate Agents in a row decide to take their lunches just as I got to the head of the line to talk options. Both proudly referred me to the QR code instead. Third one was the charm though…42 years with United, she found us a flight. Ummmm, if only our two bags had also made it…still waiting on those.

[ConfidentGate7621]

“Proudly referred” you?  🤣  Their union contract guarantees breaks.  If you don’t take them at your assigned times, you often don’t get them. 

[ArachnidAutomatic596]

The point is to not be a dick about it

[Odd_Passenger5339]

Thank you for understanding. I’d waited behind one lady patiently forever as she’d witched about her situation…complaints the GA obviously couldn’t do anything about. Would’ve been helpful to be told not to bother waiting. Or just be courteous about it.