On Thursday, January 16, we talked about customer service at our first #unitedplanechat of 2014. Our Twitter followers had lots of good questions to ask the team, who included our special guests, Customer Service Agents Dana Mella (ORF), Pam Andrus (PHL) and Shalu Sharma (YYZ).
We love feedback
One of our Twitter followers shared a story she’d posted on Facebook about the customer service team to and from ATL going out of their way to make a flight with her one year old nephew as seamless as possible. “Every single staff member I came into contact with went above and beyond anything I expected; giving us seats with more room, offering to watch him as I went to the restroom to ensure he didn't roll off of the seats, and one gate person even offered to roll my carry-on bag all the way across the airport so that I could just carry my nephew. I didn't ask for any of this, they simply took it upon themselves to provide amazing service.” We love hearing stories like this, since the teams on the ground don’t always hear from customers what they’re doing right.
Some good questions
The Tweetchat participants also had some logistical questions about what happens when they fly. One follower wanted to know why gates are closed 10 minutes prior to departure. Pam fielded that one with this response: “To help us to get your plane out on time. A lot has to be done onboard with pilots, ramp & flight attendants.”
Dana fielded the question asking why our public address systems in some airports are hard to hear. She responded that we’d pass along that feedback to the airport and that often infrastructure in airports is controlled by that particular city.
Who was there
Our special guests also received personalized questions about their backgrounds and what they love about their jobs.
Dana, who has over 33 years’ experience in airline customer service and came to United in 2011 responded: "The best part of my job is learning customers' stories & helping them have an enjoyable travel experience.”
While Pam, who has been a Service Director in Philadelphia since 1995 answered a question about team morale boosters. “My GM does parties and we often have team potlucks.”
And Shalu, who is new to the business and has been with us less than a year has already proven to be an exceptional team member. He even had some shout outs from his team at YYZ “I’m his colleague and he’s great! Our whole team at YYZ is great!”
Everyone here at United had a blast responding to our Twitter followers and can’t wait until next month for another hour of #UnitedPlaneChat.