Great news. We now offer the option to chat with our agents via text message. Would you like me to send you a text to the mobile number you are calling from to continue this conversation?"
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Most people call United Airlines to discuss options for flight reservations and adjustments, accessing their account information or to manage their miles as part of the airlines' MileagePlus rewards program. I have an account with United, and wanted to discuss the process for redeeming my accrued miles since I have never done so.
As soon as you call, an automated recording informs you of a new option for communicating with customer service representatives via text message. You first must agree to this option by saying yes to receiving a text from United to the phone you're calling from. I thought this was a unique way of receiving assistance without having to wait on hold so I gave it a try.
Upon receiving United's text message, you click on a link in the text depending on the type of phone you're using, iPhone or Android. I clicked on the iPhone link and an Apple iOS Business Chat popup opened, which allowed me to interact via text with a virtual assistant. I was initially under the impression, based on the automated recording from the phone call, that I would be texting with an actual agent. This didn't happen at first.
This virtual assistant began the text conversation with a menu of options ranging from account assistance and rewards details to travel information and reservations. I was asked to supply my account number and password, but if you don't have this information or can't remember it, United can access your account using your email address and date of birth. This option worked for me. My MileagePlus account details, as well as a password reset link, were then sent to my email.
Another menu of options was texted to me after I provided my account number but by then I was tired of texting and chose the option to actually chat with an agent. More texts were sent to me, indicating I needed to provide my reference number, full name and a sentence stating how I could be helped and an agent would reply to me as soon as possible. Within five minutes, I was given the name of a United representative who would be assisting me.
This entire process took at least 20 minutes. At this point, I decided to let the rep know I'd rather get on the phone with an agent since I was only asking a simple question. He acquiesced and the text conversation ended. I called back and waited on hold for at least 5 minutes after selecting the option to speak with someone. I was finally connected with an agent and received the information I needed regarding how to redeem my miles for future flights, hotel reservations or car rentals. In addition, the rep explained that these details are easily accessible online via my account. While I appreciate the attempt to streamline assistance via text, it became more tedious than helpful.