United Airlines Complaint - Company Culture of poor customer service
United is horrible I am/was a premier customer and still was intentionally blocked by poor customer policies on mileage and cash voucher use. Call customer service and you get an Indian call center. Talk to the supervisor and he tells you not even the president of the company can change policies. WT_! So I ask how can I get someone who can make a decision. He says email the customer service dept.
I emailed the Customer Service center and get an auto response that because of the high volume (no surprise there) they will not be able to respond for ten days rather than the usual five, (great service so far). then because of an upgrade they lose half of the information and I had to resubmit the complaint.
They still refuse to allow me to use my cash vouchers as cash with miles to make up the difference, I could not upgrade to economy plus with miles, I could not find decent flights with miles, etc. I have flown several hundred thousand miles with United over the past twelve years and am considered a "premier" customer. If this is the way they treat loyal customers I am glad I am not an occasional flier. The customer service reps. were just as bad, told them I would leave if they did not reconsider their poor policies, basically they said sorry to see you go. They are willing to let $20,000-30,000 a year walk out the door. it is no wonder they are financially struggling and now they want to make a mega airline, sorry, bigger is not better and the culture of poor customer service will not change.
I am liquidating my United Miles and I am flying Alaska and Southwest from now on, they actually care about keeping customers. check Southwest's frequent flier program. I will be happy to give them my money rather that UAL.