5 Things You Didn't Know About Customer Service Reps - United Hub
customer service reps

5 things you didn't know about customer service reps

By The Hub team, November 10, 2016

Take a look into the world of customer service reps

Have you ever wondered what customer service reps are looking at on their computer screens, what they use the intercom for or what's it like to drive the jet bridge? Read on to find out.

Gate Agents at Chicago O'Hare Airport

1. Customer service reps do much more than scan your boarding pass.

Our CSRs scan thousands of boarding passes a day, but they do so much more than that. They are our representatives in the terminal ensuring your trip runs as smoothly as possible every step of the way. The knowledge they possess of flights and airports across the country and around the world is second to none. If you miss a flight, CSRs turn on their incredible critical thinking skills, pouring through hundreds of flights and destinations to get you where you need to go as soon as possible.

Customer Service Representative's Computer Screen

2. What's on their computer screens?

You may have seen your CSR looking intently at a screen at the United ticket counter and wondered what they were doing. Our CSRs are constantly confirming and updating details related to your flight and the flights around it. From seating arrangements onboard to weather patterns, CSRs have an incredible amount of information at their disposal. And of course, CSRs are also responsible for the final manifest which informs the pilot and crew of everyone who is on their flight.

Customer Service Representative's company mobile device

3. CSRs get their own personal technology

In addition to the swiveling computer screens they use to manage many aspects of the flight boarding and seating process, CSRs are also equipped with a company-issued mobile device. Their smart phones are loaded with apps and tools that allow CSRs to assist customers on the go — everything from seating service to meal service — without having to be behind a desk.

Customer Service Representative on Intercom

4. What's going on when a CSR calls a passenger over the intercom? It's actually not what you think

This is one we've all heard at the airport: a CSR calling out the name of a passenger on the intercom to let them know their flight is nearing the end of boarding. What you may not know is that CSRs also call out people who are checked-in on an international flight, but haven't boarded. This is because baggage cannot travel outside the country if a passenger doesn't make their flight. If a person is unable to board their international flight, CSRs must inform the ground crew to remove that person's luggage from the aircraft for security reasons.

5. CSRs have to be certified to drive the jet bridge

If you've ever flown on a plane, you've also used a jet bridge. But did you know that planes don't move to meet the jet bridge? Instead the jet bridge moves to meet the planes once they are parked at the gate. That means somebody has to steer this giant walkway. In addition to taking your tickets, CSRs also navigate the jet bridge into position to allow passengers to board and de-board flights. It might seem easy but it's really no walk in the park — CSRs not only need to be certified but also retrained on the jet bridge throughout their career.

United cargo-only flights transport critical goods

By The Hub team

When the pandemic began, United Cargo knew it would be critical to utilize its fleet, network and industry-leading pharmaceutical handling processes to transport a COVID-19 vaccine when the time came.

Connecting vaccines to the world: United responds to mass distribution effort

December 22, 2020

On November 27, United Airlines became the first commercial airline to safely deliver the first batch of Pfizer and BioNTech's COVID-19 vaccine into the U.S. thanks to a coordinated effort between United's cargo, safety, technical operations, flight operations, regulatory and legal teams.

Now as the entire shipping and logistics industry bands together to widely distribute vaccines, United is leveraging all of its flights, including cargo-only and those carrying passengers, to transport millions of vaccines to destinations throughout our network, including Honolulu, Guam and Saipan – the first of any carrier to do so.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Airline and its customers use crowdsourcing platform - Miles on a Mission - to donate more than 11 million miles for charities like the Thurgood Marshall College Fund, College to Congress and Compass to Care
By United Newsroom, December 01, 2020

CHICAGO, Dec. 1, 2020 /PRNewswire/ -- United is inviting MileagePlus members to give back on Giving Tuesday and throughout the holiday season by donating miles to nearly 40 non-profits through United Airlines' crowdsourcing platform, Miles on a Mission. Non-profits like Thurgood Marshall College Fund, College to Congress and Compass to Care are attempting to raise a total of more than 11 million miles to be used for travel for life-saving health care, continued education, humanitarian aid and more. United will match the first 125,000 miles raised for each of these organizations to help ensure they meet their goals.

United Raises Miles for Dozens of Non-Profits that Rely on Travel

Why we fly

By The Hub team, November 27, 2020

In October 2019, we launched a first-of-its-kind airline miles donation platform, Miles on a Mission. In the inaugural year, MileagePlus members donated over 70 million miles, with United matching over 20 million miles, to 51 organizations. These miles have allowed for these organizations to do important, life-changing, life-saving work in the communities we serve around the globe.

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