I doubt that it has ever been said before, but I am happy to say it here: I love United Airlines’ Indian Call Center. Allow me to explain.
I was putting together a relatively straight forward award ticket today on united.com, but the website just would not price it. I called reservations, expecting to only be on the phone a few minutes, but after over an hour on hold, the legacy United agent came back saying her team could not price the itinerary correctly. She could not explain why, she just said the system was pricing it out at 125K (the standard/easy-pass level). I could not even get it to price, so I asked asked her to place the reservation on hold, which she did. I called back immediately, hoping it was just a SHARES learning curve issue, but the next agent I spoke with (again a legacy United agent) ran into the same problem.
To give a bit more background, I was trying to book a three-segment one-way to Europe:
1. Los Angeles to Chicago on United in Business Class (I)
2. Chicago to London on United in Economy Class (X) because no saver business was available on this route or any other route on the preferred travel day
3. London to Warsaw on LOT in Business Class (I)
Simple enough, right? It should have priced as a one-way saver business class ticket to Europe for 50K miles. But for some reason–almost as if the computer was trying to say it would be ridiculous to book a business class award when the longest segment was in economy class–it just would not book at that price. While I could not even get it to price, the agents said every time they put in the Chicago-London flight in saver economy (X) class and clicked save, the flight rebooked to standard award business (ZN).
Next call: web support
I must admit, I am not a fan of the former Continental Electronic Call Center. While there are many agents there who are quite good at what they do and courteous at the same time, I run into more (sadly) that 1.) have an attitude problem and 2.) don’t know how to do their jobs.
Guess who I reached today? I stayed calm, but after an hour of holding I was not happy to have this conversation:
AGENT: The price is 125K for this itinerary.
ME: Why not 50K?
AGENT: The system doesn’t allow your routing at the saver level. It’s not a valid routing.
ME: That’s not true. It is under the MPM, the minimum connect times are met, and the award space is available. Plus, if it is not a valid routing, why does your computer price it as 125K? Surely you did not keep me on hold for one hour because it was pricing out correctly.
AGENT: Nope, this is 125K.
ME: Because your computer system says so?
ME: Well your system is wrong!
AGENT: No, it’s not.
ME: I am not going to argue with you–clearly when the system reprices from X to ZN automatically, something is wrong.
ME: Is it possible for you transfer me to the Indian Call center? They know how to work around your broken system.
AGENT: I cannot transfer you and our system is not broken.
ME: Thanks. You Continental folks need to learn that SHARES is not flawless.
I called back a few hours later, hoping the Continental folks had gone home, and sure enough–I got the Indian call center.
I talked through the problem and the friendly agent quickly admitted that the system was not pricing the award correctly and told me to wait just a moment.
Five minutes later, the agent came back saying he and his support team had fixed the problem and my reservation was now pricing correctly at 50K/ticket. I asked him to issue the ticket, which he promptly did.
Pulling up the reservation, which has since been ticketed, I see that 50K miles per ticket were deducted and the reservation looks perfect.
Whatever the Indian Call Center did–I offer my thanks. They did in five minutes what the rest of United could not do in over three hours.
For all the constant complaining about them on Flyertalk and MilePoint, I remain a big fan of United’s Indian Call Center. They are lacking in certain areas, but when it comes to tech support, they are my go-to call center.