When I called this United Airlines customer care number, I was not greeted with a menu. Instead, a voice recording immediately asked me to say a few words about how it could help me today. This voice-activated system was easy to navigate and took my directions well. As long as I spoke clearly, it had no trouble directing me to the proper advice. This is a great line to call with any questions related to United Airlines and its services.
When I said I wanted to make a flight reservation, a recorded message came on about how to book it. The message then asked me if I would like a text message with the link to the proper web page sent to the mobile number I was calling from. When I selected no, I was told to stay on the line and that a representative would be with me shortly. Before connecting, I was asked to select whether I was calling about a flight within North America or an international one.
This line is open 24 hours per day. Because of this, there's no option to leave a message or request a callback. Additionally, I wasn't notified of a way to get back in touch if my call was dropped.
I stayed on the line for only a few minutes before I was connected with a call center representative. When they answered, they sounded pleasant and friendly. They did ask me to repeat the reason I was calling. I informed them I was seeking to make a flight booking and asked them some questions about the airline's policies.
The agent I spoke to had a heavy accent and was a little difficult to understand. This leads me to believe they were possibly based in an offshore call center. However, the rep could easily answer my questions about baggage, refunds and cancellation policies. They were knowledgeable and polite. When I asked further questions about the policies on changing itineraries and whether there was any flexibility related to that, I got scripted answers indicating that there are often charges associated with such changes. When I asked about promotions, I was informed about the MileagePlus loyalty program and a few package offers. I was told to visit the website for a complete list of the potential savings available.
Overall, I was satisfied with my call and found the agent I spoke to well-informed about the airline's policies. It took about 10 minutes on the phone to get my questions answered from start to finish.