Summary Box: United struggles to fix phone delays

AP News
|
Posted: Mar 27, 2012 6:51 PM
Summary Box: United struggles to fix phone delays

WHAT'S HAPPENING: United Airlines is warning customers that they may wait on hold for up to an hour because of "extraordinarily high call volumes."

WHAT'S BEING DONE TO FIX IT: United says it has 600 extra workers trying to handle the calls, and average hold times are down to about 10 minutes.

WHY DID THIS HAPPEN? United made a big computer switchover on March 3 as part of its merger with Continental, and it's taking longer than expected to fix the glitches that resulted.

___

United is a unit of Chicago-based United Continental Holdings Inc.