United Will No Longer Listen to Your Phone Rants
United Airlines giveth, and they taketh away. Just when they stunned us all with the news that by the end of this year, 13 of their 757s will have in-flight wifi, United has returned to their trimming down by announcing that they are closing their complaints call center.
Although this will not affect the US-based phone reservations centers, the closure of the complaint hub in India means that perturbed passengers will have to resort to email or snail mail for venting. We're feeling some serious pity right now for those booking agents, who will no doubt have to deal with both complex reservations and distraught post-flight callers.
United explains that the move away from a telephone line is a result of "a lot of research," whereby customers had a higher rate of satisfaction with the outcome of written complaints versus those dealt with over the phone to India. We wouldn't trust sending an actual letter, but so long as our emails are met with an automatic response that assures us that action will be taken, we'll give them the benefit of the doubt. What has not been determined, however, is if long and ranty emails have any better chance of scoring you a full roundtrip credit.