United Airlines eliminates customer service over the phone

Seems like many companies are or will go this route in the future, good customer service is a rarity these days, not saying that there are not exceptions to the rule, but in general its getting poorer by the year.

Email or letter is the best excuse for ignoring your complaints and just filing them in the waste! for someone has still go to read and reply to a letter or email, so whats the difference with someone answering a call? oh yeah the email reply to your CS question will be a automated responce (one of my banks is famous for that approach) and the stock reply email NEVER answers the question anyway so you try again and when that is nto answered correctly you jsut give up so the company involved is not fussed.

 

Can't say I ever use it. First of all, I THINK most of the airlines charge you more to book tickets over the phone. Second, doing it online is much faster by far. I'm not sure why anyone would call to book travel.

I do feel bad for older people who don't use computers very well or at all, though.

 

Think this is more the customer service lines for complaints and queries over bookings (did have to re-read it again) and a phone line can help when the internet booking software goes funky and sends you wrong tickets or times, or you just have to check on something, maybe a question on what you can carry onboard if its not listed on the webpage. I know my sister had to ring an airline up due to an injection kit one of my neices needed, and as sharps are not allowed, but for medical reasons she needed it, no use in the hold.