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 Makes it Easier for Customers to Find and Use Travel Credits

The airline offers customers the most transparent and user-friendly options in the industry to encourage and simplify using travel credits
By United Newsroom, September 23, 2021

CHICAGO, Sept. 23, 2021 /PRNewswire/ -- United today announced it is giving customers even more flexibility when they need to rebook their travel by helping them to find and use their travel credits. United is the only airline to make it easy for customers to use their credits by automatically displaying them as a payment option during the checkout process. This functionality will be available for MileagePlus® members first and the airline is working to roll it out to all customers in the near future. Also, beginning next week, United will be the first to let customers use their travel credits for extra legroom seats and to pre-pay for checked baggage.

United Airlines Plans to Begin Flights Between Washington, D.C. and Lagos, Nigeria in November

United to operate the first ever nonstop flight between Washington, D.C. and Lagos and offer more flights between D.C. and Africa than any other carrier
By United Newsroom, September 17, 2021

CHICAGO, Sept. 17, 2021 /PRNewswire/ -- United Airlines announced today that new service between Washington, D.C. and Lagos, Nigeria will begin November 29 (subject to government approval). The airline will operate three weekly flights connecting the U.S. capital to Nigeria's largest city, which is also the top Western African destination for U.S-based travelers. Tickets will be available for sale on united.com and the United app this weekend.

United, Honeywell Invest in New Clean Tech Venture from Alder Fuels, Powering Biggest Sustainable Fuel Agreement in Aviation History

United agrees to purchase 1.5 billion gallons of sustainable aviation fuel (SAF) over 20 years - which is one and a half times the size of the rest of the world's airlines' publicly announced SAF commitments combined
By United Newsroom, September 09, 2021

CHICAGO and DES PLAINES, Ill., Sept. 9, 2021 /PRNewswire/ -- United and Honeywell today announced a joint multimillion-dollar investment in Alder Fuels – a cleantech company that is pioneering first-of-its-kind technologies for producing sustainable aviation fuel (SAF) at scale by converting abundant biomass, such as forest and crop waste, into sustainable low-carbon, drop-in replacement crude oil that can be used to produce aviation fuel. When used together across the fuel lifecycle, the Alder technologies, coupled with Honeywell's Ecofining™ process, could have the ability to produce a carbon-negative fuel at spec with today's jet fuel. The goal of the technologies is to produce fuel that is a 100% drop-in replacement for petroleum jet fuel.

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