United’s “Agent on Demand” is supposed to replace the airport customer service desk when travel goes sideways. But after a canceled flight in Atlanta, one passenger says the remote agent offered “nothing,” sent her to the 800 number, and could be heard talking about her while the call was still live.
A United Airlines passenger, trying to leave one of the world’s largest gaming festivals, DreamHack in Atlanta, found her flight cancelled after she’d spent four and a half hours at the airport. She used United’s ‘agent on demand’ product, where ther... [2296 chars]