Wednesday, May 9, 2012

Ask Alex: The Automated Answer Lady at United

Talking to United Airlines is like talking to a hubby with dementia. You have to repeat things often. As a couple we minimize this by having a clipboard list of the day's events, but when we are out and about hubby asks repeatedly where we are going. I am very patient. It is not his fault.

However, when I brought the following United Airlines dialogue on the Internet to my Alzheimer's Association support group yesterday, we were all in stitches. The dialogue has been edited to take the United Airlines links out and I have put some of my dialogue with the pictured lady Alex in red.
Alex: Hi, I'm Alex, your united.com guide. I've been designed to make your time on our website as fast and efficient as possible. Just type in a question, keyword or phrase below and I'll take you to the information you're looking for.

You Asked: My husband has stage one Alzheimer . .

Alex: I'm not sure I understand, please try rewording your question.

You Asked: Can I walk my husband to the door of the plane because he has beginning dementia?

Alex: I'm not sure I understand, please try rewording your question.

You Asked: Where do I call to get my question answered?

Alex: I can answer many questions about reservations, but you can find additional contact information when you select the appropriate topic on this Web page. View Page

Here's More:

Contact Reservations

Contact United Customer Care

Contact MileagePlus by mail or phone

Baggage Resolution Service Center

You Asked: Contact United Customer Care

Alex: If you would like to provide feedback on a recent travel experience, use the form on this Web page. If you would like to contact United regarding future flight reservations, select the Contact Us link below. View Page

Here's More:

Contact us

You Asked: Contact United Customer Care

Alex: If you would like to provide feedback on a recent travel experience, use the form on this Web page. If you would like to contact United regarding future flight reservations, select the Contact Us link below. View Page

Here's More:

Contact us

You Asked: This has not been helpful, Alex

Alex: I'm sorry that I'm having trouble answering your questions.

Here's More:

Contact us

You Asked: I need to walk my husband to the plane door.

Alex: I'm not sure I understand, please try rewording your question.

You Asked: After the security check, I am not sure he actually will get on the plane. Please provide information on an assistant.

Alex: The Transportation Security Administration, U.S. Customs and Border Protection and the Department of Homeland Security work together to ensure the safety of customers, civilians and the United States as a whole. To view regulations and procedures specific to these agencies, please follow the links below.

Here's More:

Transportation Security Administration

U.S. Customs and Border Protection

Department of Homeland Security

You Asked: This is not my question. I need medical information.

Alex: I'm not sure how to answer that. I understand simple questions best, can you try asking that in a different way?

You Asked: Help! My husband might get lost flying by himself.

Alex: I am not positive that I understand what you are asking, please try rewording your question.

You Asked: Whom can I call?

Alex: I can answer many questions about reservations, but you can find additional contact information when you select the appropriate topic on this Web page.

You Asked: phone number needed

Alex: I can answer many questions about reservations, but you can find additional contact information when you select the appropriate topic on this Web page. View Page

You Asked: I have been trying to do that. My husband has dementia and I want to walk him beyond the security gate to the point where he actually boards the plane.

Alex: There's more than one answer to your question. Please select the topic below that interests you.

Here's More:

Boarding procedures

Security information

You Asked: Boarding procedures

Alex: Generally, uniformed military personnel, customers traveling in a premium cabin and Premier Access customers are invited to board the aircraft along with customers with disabilities before general boarding. Once pre-boarding is complete, United Economy customers are invited by boarding group. Boarding groups are assigned based on your row. Customers seated in the back of the aircraft board earlier than those seated toward the front of the aircraft. Once assigned, your boarding group will appear on your boarding pass.

You Asked: Boarding procedures

Alex: Generally, uniformed military personnel, customers traveling in a premium cabin and Premier Access customers are invited to board the aircraft along with customers with disabilities before general boarding. Once pre-boarding is complete, United Economy customers are invited by boarding group. Boarding groups are assigned based on your row. Customers seated in the back of the aircraft board earlier than those seated toward the front of the aircraft. Once assigned, your boarding group will appear on your boarding pass.

Here's More:

unitedhub.com boarding zones

Boarding passes

Premier Access

Travel documentation requirements

When to arrive at the airport

You Asked: Security information

Alex: The Transportation Security Administration, U.S. Customs and Border Protection and the Department of Homeland Security work together to ensure the safety of customers, civilians and the United States as a whole. To view regulations and procedures specific to these agencies, please follow the links below.

Here's More:

Transportation Security Administration

U.S. Customs and Border Protection

Department of Homeland Security

You Asked: Boarding passes

Alex: We have several options available for customers to get their boarding passes during the check-in process. You can go paperless with our Mobile Boarding Pass option, print your boarding pass from your personal computer, have it faxed to you or even print them at an airport kiosk. If you are within 24 hours of your departure time and are ready to print your boarding pass, select the Online Check-In link below.

You Asked: Goodbye


Alex: Goodbye.

Then I called the main airport, pressed zero as my option and found out that the way most airlines work is that we caregivers need to go to the actual desk at least two hours ahead of time and explain this to someone. I am going wayyyyyy ahead of time--days before--to talk to someone at United in person.

8 comments:

  1. Oh my! That had to be a frustrating use of your time! I hope there's an easy solution to his boarding. Best of luck when you talk to them!

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  2. Wow, I'm glad you know to get there early and explain the situation,

    It's so very frustrating trying to talk to a machine...

    Good luck.....I hope and pray all goes well for both of you.
    Hugs,

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  3. When Gary and I went to FL in 2011, I had requested a wheelchair for each airport (one layover each way, made 4 flights). The do give you an assistant to push it. I walked along side. (Gary IS ambulatory, but wobbly and slow.) Security was a problem in CA because they left him sitting by himself,(needing a separate screening due to the WC) while I was ushered into the LONG LINE. I was unhappy about this. On the return flight, we found out our daughter could accompany us all the way to the "GATE" (where you board) and wait with us until boarding. They would not let her go past the gate, on to the plane. In other words, SHE became the one to push the W.C. She had to show id and go through security just like us. I don't see why YOU couldn't do so, just like she did. She said her friend's dad got permission to do so when her friend was traveling with 4 small children. He helped her get all the way to the GATE. There was a phone number I was able to call (United) and request the W.C ahead of time. The decision about accompanying us to the GATE was made at check-in, in fact the agent suggested it to us, since she could see we needed the help and our daughter was with us. SO all that to say, I think you can go through security with him and walk him to the gate. Don't know if you can go on the plane with him. You'll have to check on the other end to see if someone can come all the way to help him de-plane. BUT here's something to really think about! When we were making the res. and I was asking about handicapped assistance, they told me that he would need his "own care". I was traveling WITH him and was his assistant. I don't think that without a companion, they will "watch" him or give any special help. When you go to the airport weeks ahead, to check things out, if you can't find a person on the phone, Be sure to ask. Tell them he has memory impairment, and see what they can do for you. IF your husband would be ok with riding a W.C. I think he'd get much better treatment and delivery to and exit from his seat on the plane from the staff. Also, Gary was in Middle stage A.D. when we made this trip. I know your hubs is not so far along. You know his limits. But you have to think about using the restroom on the plane, and everything like that. Would it be too much for someone to pay for a ticket to travel with him? If you want to communicate further about this email me at colorsbylaurie@gmail.com and I'll get my phone number to you. Sorry for this long post.

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  4. Thanks, Laurie. Yes I will get information ahead of time by going to the airport and I will e-mail you.

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  5. whew! I'm going to bed now that was exhausting! I'm still shaking my head. What a frustrating experience.

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  6. Well, Laurie, two airports and the wrong airlines and I found out hubby's ticket was US Airways, purchased with a United arrangement. The ticket agent at US Airways was excellent in person and this is her second job. Her first job is a nursing home and she was totally comfortable with what I was asking, unlike Alex above. She had time to put information in the computer. I will take my husband to the airport I can walk him to the entrance to the plane and the family member at the other end can meet him at the door when he deboards. She also put "wheel chair" on the notes which she said would alert the personnel that hubby needed special treatment. They will look for his small carry on luggage then and be sure he has it because it has to contain his medicine which cannot be put into his larger suitcase that will be checked.

    Now this trip to two airports took longer than expected and it irritated my husband who had expected me home earlier. I distracted him by our going to dinner and today he is fine.

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  7. The Lord truly worked things out...going before you to find you the right person to help. You must be so comforted about the upcoming travels (his and yours!) Answered prayer again!

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  8. Lovely Post! I am reading your post from the beginning, it was so interesting to read & I feel thanks to you for posting such a good blog, keep updates regularly.
    This is really very helpful to book cheap flights. Thank you

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