After a ridiculously long wait, the issue that I had with United (in mid-January) was finally resolved.
During our first trip of 2014 to Norway our flight got cancelled due to an approaching winter storm back home, in the NY area.
Read all about what happened in these posts:
- Hey United, I Want My $158+ Back
- Update: Hey United, I Want My $158+ Back
- Update 2: Hey United, I Want My $158+ Back
- Update 3: Hey United, I Want My $158+ Back
After submitting the form on united.com/feedback, I was shocked by the info that I received. In an automated e-mail, I was more or less told that I would have to wait a while for a response. The e-mail stated that United was responding to most inquiries in 14-21 business days. Crazy right?
I tried contacting United through Twitter, an approach that has paid off in the past, but it was more or less a waste of time. (In the past, I’ve had great success with American, Delta and Club Carlson just to name a few.)
I finally received a response 25 business days (and over 30 days) later from United.
This made me wonder, how much time is acceptable to wait for a business to respond to its customers?
I’d think that an internet inquiry should get a real (not automated) response in no more than 10 days.
When it comes to mailing in info about an issue (do people still do this anymore?), I could see the response taking a bit longer. I’d probably expect a customer service call to take around as long as an internet inquiry.
Now I’d love to hear your thoughts related to the topic. Please take a moment to answer a couple of questions in the poll. You could also leave your thoughts in the comments below.
Thanks in advance for participating!
What do you consider to be a fair amount of time for a customer service response?
- 24-48 Hours (49%, 18 Votes)
- Up to 5 Days (35%, 13 Votes)
- 7-10 Days (14%, 5 Votes)
- However long it takes. (3%, 1 Votes)
- Two Weeks (0%, 0 Votes)
- Three Weeks (0%, 0 Votes)
Total Voters: 37
Loading ...Which travel companies do you think gets it right when it comes to customer service? (Select up to 3)
- Delta Airlines (28%, 7 Votes)
- Hilton (20%, 5 Votes)
- American Airlines (12%, 3 Votes)
- Southwest Airlines (12%, 3 Votes)
- Club Carlson (8%, 2 Votes)
- Starwood (8%, 2 Votes)
- Hyatt (8%, 2 Votes)
- Other (please tell us who in the comments) (4%, 1 Votes)
- United Airlines (0%, 0 Votes)
Total Voters: 16
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I’ve never contacted an airline, but I was wondering if I should do so for my last trip. We went to Hawaii on a very short trip. our flight was delayed 6 hours on the way out due to mechanical problems. Do you know if AA or British Air would offer any sort of compensation / miles for something like that?
Sorry to hear about your delay. I’m not so sure that you’d get anything but I’d definitely send an inquiry to the airline and see what they say- you have nothing to lose.
Good topic. Took UA about two months to respond to me.
Thanks. This is starting to sound like the norm for UA.