How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)

The other major flaw in the system is you can’t really determine when a rep doesn’t understand what you’re saying. For at least half, if not three-quarters, of my calls to that 800 number, I hung up realizing nothing had been accomplished because the rep didn’t understand my situation. Again, this is because the reps follow very tight scripts and only are able to do very few things. Apparently, they’re forbidden to say, “I’m sorry, I don’t understand what you said.”