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Craig Mar 12th, 2012 12:01 PM

Post Merger: When is a Good Time to Reach United by Phone?
I need to make a change in a reservation made with miles that I cannot do on-line. I called today and the system would not even put me in the agent queue (it just hung up on me instead). Is there a good time to call (other than "later")?

ms_go Mar 12th, 2012 05:09 PM

I saw a couple of threads on Flyertalk earlier today where people were commenting on/tracking call center experiences, so you might check those to see if there are any windows that appear to be better than others.

That aside, if you have a little time, I'd try to pick a day when there are no major weather waivers in effect. Not sure how to find that on the "new" website yet, but I saw on Twitter earlier today that there were waivers for both ORD and IAH (big hubs) today--which probably didn't help the call volume.

If I had to call (and thank goodness, I do not, knock on wood) I'd probably try later in the evening.

Good doesn't sound like a good scene right now.

Craig Mar 12th, 2012 05:24 PM

There's really no excuse for this - it has has been coming for months. No explanations posted by United insiders on FT either and really no worthwhile advice from others. And all seem to accept this as "it is what it is".

simpsonc510 Mar 12th, 2012 05:47 PM

Craig, not sure what to tell you. Elites are having difficulty getting through (me included). Right now it's just too close to merger date, and the questions are pouring in to UA reps.

Be patient. I'd wait and try in another week, maybe.

Sorry we can't give you better info than that.

Craig Mar 13th, 2012 04:46 AM

Yes, Carol - I know that elites can't get through either. I went to Flyer Talk before posting here and didn't find much info other than that everyone is frustrated...

I guess it won't hurt to wait a while.

CubFanAlways Mar 13th, 2012 06:31 AM


How about going to the check-in counter at the airport? No doubt this will pose some inconvenience, but at least you'll get the change made. Not sure of your time frame, but this might be an option.

Craig Mar 14th, 2012 08:51 AM

For the benefit of anyone else that has been having problems -
I called United on the phone this morning at 8 am. After 50 minutes on hold, I was able to speak with a USA-based agent and make my changes. YEA!

sf7307 Mar 14th, 2012 11:50 AM

Good deal, Craig. Just for info, we heard from several people over the weekend that they were having problems with the site online too. We on the other hand got on and made reservations (money, not award) with no problem. Hit or miss.

simpsonc510 Mar 14th, 2012 02:45 PM

Glad you managed to get it done, Craig!

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