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This is what I mean that a negative rating is not always fair.

This is what I mean that a negative rating is not always fair. I answered this customer in a reasonable manner but she chooses not to accept and rated me as negative:
We have reservations on United for a flight to Sydney, Australia departing 9/11/12.
I have emails from them updating our status to Bus.First (last dated 5/28/12). Today, they called & informed me there would be an "up-grade fee" of $2,400. for the two tickets. They said it was the fault of the "off-sight" agent who made the reservations. The fellow from customer service was VERY nice, but said there was nothing he could do. He said he would transfer me to a "supervisor" who had the power.....what I got transferred to was a snippy ticket agent who had NO power & didn't believe that we had flown man times (on Continental) for miles, NOT paying an up-grade fee. Dr. Burgess is Australian, we go every other year & have for years.
Since I have both hips & both knees replaced, I NEED the extra seat comfort on this long flight...it is NOT for the free booze! To hear about such a steep fee at this late date is a real problem! I checked online & discovered United's Customer Service is rated VERY poorly. "Disappointing", in fact.
My answer was both diplomatic and honest, but the reality of a negative it is not fair.

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asked by Joanna 6 hours ago
Susan asked this question 9 months ago

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  • Antony Brydon

    Co-founder at Directly. I worked with customer support systems (hardware and applications) for three years...

    Susan -

    I agree, I think helpfulness alone is not a complete gauge of an insider. We're planning on splitting ratings into two parts: (1) helpfulness and (2) accuracy. Helpfulness would be continue to be rated by customers, while accuracy would be determined by other insiders:

    Your helpful score will the % of your answers and comments marked helpful by the customer (if the customer doesn't rate it, we don't count it). If you had 8 helpful answers or comments, 1 neutral one, and 1 unhelpful one, you'd have a score of 80% helpful.

    Your accuracy score would be new and go up when your answers or comments are backed or voted up by other insiders, and down when your answers and comments are flagged as incorrect or inappropriate. If you had 90 upvotes and 10 flags as incorrect, you'd have a wisdom score of 90%.

    Let me know what you think.