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 operates more than 11,000 cargo-only flights in one year

By The Hub team, March 19, 2021

On March 19, 2020, United operated its first flight carrying cargo without passengers on board. While the passenger cabin was empty, its cargo hold was completely full, carrying more than 29,000 pounds of commodities from Chicago O'Hare International Airport (ORD) to Frankfurt Airport (FRA).

A year later, United Cargo has operated more than 11,000 cargo-only flights carrying more than 570 million pounds of freight. To support the COVID-19 pandemic recovery efforts, United Cargo has also transported more than 113 million pounds of medical and pharmaceutical products on both cargo-only and passenger flights as well as approximately 10 million COVID-19 vaccines, providing global communities access to the items they have needed most.

10 tips for spring travel

By The Hub team, February 24, 2021

Whether you haven't flown with us for a while or just need a quick refresher before your spring trip, read this list of tips to know before your flight and arrive at the airport travel-ready:

1. Download the United app for contactless bag check, travel assistance and more

Before your flight, download the United app to view your flight status, check in, sign up for flight notifications, locate departure gates, access our free personal device entertainment when available and more. We've also updated our app with new features that can make your trip a little safer, including contactless bag check.

Don't forget to use Agent on Demand for help with any and all questions you may have before your flight. This new capability is available at all our U.S. hub airports and allows you to use your own mobile device to contact a customer service agent via phone, video or chat to help with day-of-travel questions while you're at the airport. Learn more about Agent on Demand here.

United joins UNICEF COVAX initiative

By The Hub team, February 19, 2021

This week, we were honored to become the first U.S. airline to join the UNICEF Humanitarian Airfreight Initiative to combat the COVID-19 pandemic by transporting the vaccine and other critically needed supplies to underserved areas of the globe.

"We are committed to helping the global community in any way we can, and we all must work together to do our part to bring this health and humanitarian crisis to an end," said Director of Cargo Specialty Products Manu Jacobs.

We will leverage our expertise to transport these critical pharmaceutical and healthcare shipments around the world safely, efficiently and expediently. We are proud to partner with the United Nations to support this global effort and provide equitable access to COVID-19 vaccines.

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