Offshore telephone customer service agent can't understand a customer

Date: 27 March 2012
Flight: United, flight UA1010
Location: Newark

Original Message
To whom it may concern,

I have been using Continental Airlines for most of my adult life (living in NJ near your Newark Hub), and never have I encountered such problems as last night!

It began when my company asked me to book a flight to Florida for an emergency client meeting schedule in 2 days. My wife booked the tickets as she normally does, but this trip we would also be celebrating our 42nd wedding anniversary, so she would accompany me. As per normal, we checked in 24 hours before flight time to try and upgrade our economy seats to first class…special trip.

When I tried to do that, the "system" said I wasn't yet ticketed, so 1st class options weren't available to me (6 seats were available).
Frustrated by that I tried to refresh the screen repeatedly figuring the system has my money, the bank verified the $929.20 plus a $1.00 charge had been withdrawn so it must need to "catch up".

After several attempts, still no ticket, although the "system" allowed me to change my seats from row 40 to row 22, it still said I wasn't ticketed…strange.

I tried the "chat" but that didn't address this problem and kept trying to direct me elsewhere…automated mischief. Ironically, I work the "Chat line" for our ClipTraining company, real people chatting with clients imagine that, no automated mischief!

After wasting precious "upgrade opportunity" (now only 3 seats available in 1st class) I decided to "go live" what a mistake that was. The auto attendant told me my wait would be 30 minutes, 2 hours later a totally inept person who must not have ever booked a ticket herself tried to help me, but after repeatedly having to "speak with a supervisor" she failed miserably to resolve the issue.

In total frustration I requested she just let me speak with the "Supervisor" myself and cut out the "middle man" (woman).

"Marian" (really?) was equally inept and then as she is actually re-assuring me my debit card would not be "charged a 2nd time" despite my suspicions, it happens! My wife was on the banking site trying to prove the money had been taken out of our account and she sees another $929.20 taken! Now the Airline is "holding $1858.40" of my money and still I have not been ticketed!

I'm not prejudiced, but I really don't think the Pilipino Call center works very well I really think it would be worth it to allow problem calls to be escalated to an American call center where there is a shot these people have actually booked a ticket on a major airline and have some clue as to dealing with customers.

At this point, I don't know if I am flying out to Florida today to make my Business meeting tomorrow, but suffice it to say I'm not a fan of the merger with United if this is a sample of the new and "improved company.

I hope my experience proves helpful in rectifying some of these problems for your future customers, of which I may not be…

Regards,

John xxx

United Responds

Dear Mr. xxx;

Thank you for writing us. I'm sorry that you received poor service from our Reservations Department.  It shouldn't matter where your call is handled; the service should still be the same.  I regret it was difficult for you to understand our agent which led to your frustrating experience.

Our offshore representatives receive thorough testing for both proficiency and understanding of the English language.  After passing the proficiency test they are given the same training as our U.S. based agents.  Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.

I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.

Regards,

Jackie xxx
Customer Care

The Customer Responds to the Response

Dear Jackie,

We actually did have a ticket, although your system didn't acknowledge it until it was too late for me to upgrade. I did make my meeting, thank you for your concern ... but,

You seem to misunderstand, on so many levels…you have a serious problem here ... are you based in the Philippines' also?

The point is…it does matter where the call is handled, if it's not handled properly and you can trace that to a location… especially when the perception is the service is never the same as in the US.

The other misunderstanding you have is, it wasn't hard for me to understand your Philippines based agent (I have a number of Philippine friends) it was impossible for them to understand me, that's why I suspect you are also in the Philippines', their misunderstanding and ineptitude was so much so that they didn't even know they were charging my credit card a 2nd time, while I was watching it happen.

This is not a new problem and I more than most understand the economics behind the company decision to "off shore" these issues. I just think you drop the ball here in not recognizing the need to have a better escalation plan, when your agents are having a problem send it back to the States with an apology and try to fix the problem with someone who really understands.

Another part of their ignorance was clearly shown when they attempted to blame someone else for charging my account the 2nd time…they have the sheer idiocy to say, "maybe it was someone else charging my card" for the exact amount and "they" somehow convinced my bank to list it as United Airlines again!

You have these sessions recorded "for training purposes" you should "go back to the tapes" and let some American call center people advise you of the failures here, because you apparently still don't get it!

As I was at the airport explaining my dilemma to the American woman at the counter, Jennifer was very helpful at straightening things out and getting us our tickets. She did mention her concern as did others we spoke with that the merger has caused many similar difficulties and there have been many problems not getting worked out properly…I would advise you,

Let the Continental Staff work it out…it seems the United Staff are not up to the job!

Not happy with your lack of concern for the demise of a once great airline like Continental.

- John





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From: Customerrelations@united.com [mailto:customerrelations@united.com]
Sent: Saturday, April 14, 2012 1:46 PM
To: John xxx
Subject: United Airlines Case ID xxx


Dear Mr. Duggan;

Thank you for writing us. I'm sorry that you received poor service from our Reservations Department.  It shouldn't matter where your call is handled; the service should still be the same.  I regret it was difficult for you to understand our agent which led to your frustrating experience.

Our offshore representatives receive thorough testing for both proficiency and understanding of the English language.  After passing the proficiency test they are given the same training as our U.S. based agents.  Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.

I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.

Regards,

Jackie Monroe
Customer Care