This is not exactly a revelation to many, but my recent dealings with United Airline customer service has become a comical travesty. Due to my recent surgery, I needed to cancel my flight. Per their protocol, I sent an MD letter with the request to waive the cancellation fee. Start to finish (i.e., to date) I have called them 5 times so far.
Each of the 5 times, the rep has a STRONG Indian accent. I presume Indian, but in any event the accent was clearly from that part of the world. Problem is with the accent. At least 3 of the calls I could not understand the rep; more importantly, the rep could not understand me. Why are they staffing these phones with people who do not understand American English (in my case, tinged with Brooklyn NY accent)?
I have had to explain what I want multiple times, because the rep kept answering a question I didn't ask. Clearly, he or she was working off of a cheat sheet and not listening to anything I said.
I am now on hold, for call # 5, for 15 minutes and counting. DW and I have combined 160,000 frequent flyer miles, so I might be stuck with them for the near term. If I can get over my "cheapskateness," I might forego those free flights for a different airline.
Each of the 5 times, the rep has a STRONG Indian accent. I presume Indian, but in any event the accent was clearly from that part of the world. Problem is with the accent. At least 3 of the calls I could not understand the rep; more importantly, the rep could not understand me. Why are they staffing these phones with people who do not understand American English (in my case, tinged with Brooklyn NY accent)?
I have had to explain what I want multiple times, because the rep kept answering a question I didn't ask. Clearly, he or she was working off of a cheat sheet and not listening to anything I said.
I am now on hold, for call # 5, for 15 minutes and counting. DW and I have combined 160,000 frequent flyer miles, so I might be stuck with them for the near term. If I can get over my "cheapskateness," I might forego those free flights for a different airline.