Oct 15 2013
I’ve been a United Airlines customer for years. I’ve been very loyal to United and the Star Alliance. I’ve flown over 300k miles with them, I’ll have flown over 100k miles this year alone as of my next trip. I’m in the top tier of their frequent flyer program and they generally treat me very well, with the kinds of exceptions that plague every airline, like maintenance and weather delays. But they do one thing that really, really bugs me and they need to change it: When I call in use my mileage or alter a ticket, their customer service representative asks for my PIN!
When you log into the United site, you have two choices; you can use your password or a four digit PIN to log in. The same PIN or password can be used to login to the mobile application as well. This login allows access to all aspects of the account’s capabilities, allowing the user to change flights, get updates and spend frequent flier miles. In other words, total control of the account. And the customer service reps need this PIN in order to make changes to my account.
This is why I’m extremely annoyed by the way United treats my PIN. In effect, every time I call in to United, I have to give up total control of my account to a complete stranger. I have to either trust that they are well vetted by airline, something I’m not entirely sure is true or go through the hoops of changing my PIN every time I call in to United’s customer care services. Alternatively, I can ignore both of those options and simply hope that nothing happens when I give up my password. I’ve done all three at various times, but it still makes me angry that I have to choose one of these options.
I’ve complained to United several times when calling in. I’ve talked to the agent on the phone, I’ve asked to speak to a manager, but as recently as last week they show no sign of understanding that this is a problem or making any changes. The requirement to give up my password seemed to coincide with the merger of United and Continental and the adoption of the Continental computer systems. The impression I’ve received from sources inside of United and out is that the Continental system was developed in the mid-70’s and has been largely unchanged since then. Yes, they slapped some lipstick on the pig in the form of a web interface, but the back end is still a mainframe of some sort with a security model that hasn’t changed since it’s inception.
I have to appeal to United’s security teams: Please, please, please find some way of changing your system so that I don’t get asked for a sensitive piece of information like my password or PIN every time I need to talk to your agents for a change to my flight! I realize there is no credit card data directly available from my account, but my flight information is and it opens up the ability to change my flights or spend my mileage. This really is something that shouldn’t be allowed in the modern age, from a multi-national corporation that really should know something about security and securing customer data. Between moving to the UK and your poor security, I’m seriously thinking it’s time for a different airline.