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Aug 31, 2024, 1:07 pm
#1
thaitraveller
Original Poster
Join Date: Jul 2003
Posts: 467
Alas, poor Web Support. I knew them well!
Seems like United has shut them down and even removed the option from all desks.
Does anyone know what happened?
Does anyone have a replacement / solution for ever so complex questions and persnickety systems?
Heard from a friendly 1K agent who indicated that UAL got rid of the department as part of cost cutting just a few months ago indicating that the powers that be thought that all agents should be able to equally solve all problems.
But there was no additional training and no additional resources. The ability to transfer to webs support was just removed...
Last edited by WineCountryUA; Aug 31, 2024 at 2:04 pmReason: merged consecutive / update posts by same member
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Aug 31, 2024, 2:03 pm
#2
limey1K
Join Date: May 2011
Programs: UA GS, UA 2MM, HH LT Diamond, Bonvoy Platinum
Posts: 1,895
Popping a yellow scarf on someone does not a GS agent make
drgreg likes this.
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Aug 31, 2024, 4:55 pm
#3
Howard
Join Date: Dec 1999
Programs: UA 1K/1MM, AC 25K, Marriott LT Platinum
Posts: 440
If the website worked flawlessly, that would be one thing. In reality, we have an entire thread on FT dedicated to united.com problems.
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Aug 31, 2024, 5:01 pm
#4
WineCountryUA
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 68,177
While I probably use web support, maybe just once a year. It was usually for a fare that priced but would not book, and the web support folks had the power to book if they saw the same price. I don't think require agents can do that. Takes a supervisor and not always successful.
thaitraveller and SPN Lifer like this.
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Yesterday, 7:35 am
#5
SFO 1K
Join Date: Sep 2000
Location: Denver, CO
Programs: UA 1K 25 years/2MM, Honors LT Diamond, AVIS & Hertz Prez Club
Posts: 4,808
Originally Posted by thaitraveller
Heard from a friendly 1K agent who indicated that UAL got rid of the department as part of cost cutting just a few months ago indicating that the powers that be thought that all agents should be able to equally solve all problems.
But there was no additional training and no additional resources. The ability to transfer to web support was just removed...
Sorry, but that's just not correct. Contact Center agents have new tools to support inquiries related to web and app issues.
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Yesterday, 7:44 am
#6
thaitraveller
Original Poster
Join Date: Jul 2003
Posts: 467
That sounds wonderful. What kind of new tools? If those don't work is there another desk or place that can help? I had hoped maybe Web Support Desk had just been renamed... how about AI Desk!
Last edited by thaitraveller; Yesterday at 9:14 am
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Yesterday, 2:05 pm
#7
SFO 1K
Join Date: Sep 2000
Location: Denver, CO
Programs: UA 1K 25 years/2MM, Honors LT Diamond, AVIS & Hertz Prez Club
Posts: 4,808
Originally Posted by thaitraveller
That sounds wonderful. What kind of new tools? If those don't work is there another desk or place that can help? I had hoped maybe Web Support Desk had just been renamed... how about AI Desk!
Sorry, I am unable to provide specifics in a public forum, but they do have the necessary tools to support these types of inquiries in the regular contact center now.
SPN Lifer likes this.
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Yesterday, 11:12 pm
#8
bocastephen
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,914
I can't say I'm sorry to see them go - my interactions with that group over the years led to me shed more than just a few hairs from my head. In my experience, they were offshore agents who appeared to work mainly off a script.
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