I’m writing this while trying to get through United phone lines. My flight home was cancelled because of the blizzard conditions in Denver. It’s a bit frustrating, because apparently United’s phone systems can’t handle the amount of calls that they’re receiving, because most of the time I get through, I get a busy signal (instead of the hold muzak).
The sad news is that getting through is the worst part of the entire experience. First, I sit through a 45 second message about the Denver snow storm. Interesting information the first time I hear it, but I’m currently listening to it for the 30th time. It’d sure be nice if I could skip through it!
When that wraps up, I get to the first round of automated phone service. I’m presented with 4 options, none of which are the ones that I want. What I learned is that you can press 0 to bypass that entire menu. Then you get directed to the second round of automated phone service - one that “understands” what you say and tries to communicate with you in natural language.
Now, I have friends who work for a company that makes these systems, so I’ll be nice. What an awful experience (yes, that’s being nice). I think that automated systems can be helpful sometimes, but in this case, people need to talk to a person to get their flights changed! It’s a United limitation! So having to struggle through an automated phone service is pretty awful. Frankly, I think the fact that something called the gethuman database exists is testament to the fact that these systems don’t meet the needs of their customers.
For United, here’s the trick. Press 0. Then say “Agent.” Then say “Yes.” Then specify domestic / international, as applicable (for domestic, just say yes). It works sometimes. Other times, it goes something like this:
Automated Phone Service: If you want to make a United reservation, I can help you find the lowest fare. If you already have a reservation, I can help you with that too. If you ever get lost, just say “Help.” Let’s get started.
Me: Agent.
APS: OK. To find your reservation, it would help if you had a Mileage Plus number…
Me: Agent!
APS: Great! Just tell me your mileage plus number.
Me: AGENT!!
APS: I’m sorry, I didn’t understand that. Just tell me your…
Me: A-GENT!!!
APS: You said, “Agent,” correct?
Me: Yes!!!!!
and after that, I usually get a busy signal (though by now I’ve made it through to the hold muzak). Once or twice, that process is cumbersome. Thirty times, it’s a nightmare. It’s enough to ensure that I never fly United again.