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UA To Unplug Number For Complaints

CaptJax

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United Airlines to unplug number for complaints
AP ONLINE
Posted: 2009-02-10 15:37:00

MINNEAPOLIS (AP) — United Airlines is dropping an Indian customer call center that took compliments or complaints after a flight, telling customers to send a letter or e-mail instead.
The nation's third-largest airline told workers on Tuesday that it would stop publishing its customer relations phone number, which will be turned off altogether at the end of April.
United spokeswoman Robin Urbanski said the airline is able to respond better to customers who write, since they often include more detail, making it possible to provide a more specific response.
"We did a lot of research, we looked into it, and people who e-mail or write us are more satisfied with our responses," she said.
Phone reservations agents in Chicago and Honolulu will be cross-trained to respond to written customer feedback, too. That will keep 165 jobs in those two centers, she said. No changes are planned at United's third reservation center, in Detroit, which will continue to take phone calls (including after-flight responses) from United's largest customers.
Urbanski said the rise of Internet booking means it now makes sense to have reservation agents also handle after-flight calls from customers. She said the new arrangement would be "cost-neutral" versus having the calls answered in India.
Shares of United parent UAL Corp. fell 60 cents, or 6.8 percent, to $8.29 on Tuesday on a day when share prices for all the U.S. carriers dropped with the broader market.
 

CaptJax

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UA To Move 165 Call-Center Jobs Back to USA

United to Move 165 Call-Center Jobs Back to U.S
By Mary Schlangenstein
Feb. 10 (Bloomberg) -- UAL Corp.’s United Airlines, the third-biggest North American carrier, will return 165 call-center jobs to the U.S. from India to help improve customer service.
The jobs will be in Chicago and Honolulu, and be filled by workers who now handle reservations, the Chicago-based airline said. Beginning in April, the workers will add customer-relations duties, which involve issues or complaints after travel.
“More sophisticated conversations with our guests are much better suited for us to handle instead of a third-party partner,” said Robin Urbanski, a spokeswoman. “We clearly have the deep industry expertise to help our guests navigate through their options.”
The move reverses United’s decision to ship the positions to India, a step Urbanski said was taken “about two or three years ago.” United said last month it was cutting 1,000 more jobs, pushing the total to 9,000 by year’s end, to help stem net losses at parent UAL that totaled $5.35 billion in 2008.
“We have an opportunity to preserve and create jobs for our employees while sharpening our focus on how we respond to our guests when they contact us,” Barbara Higgins, vice president for worldwide contact centers, said in the notice to workers. The memo didn’t specify how United’s payroll would be affected.
United also said that starting this month, it will begin urging customers to use e-mail or letters instead of calling its customer-relations phone number for complaints or compliments. The line will be shut off at the end of April, the airline said.
Once that service ends, United reservations agents will handle complaints, the carrier said. United charges a $25 fee to book travel by phone.
 

getonit

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Maybe the service, customer care and inflight service has gotten so good they don't need the number anymore? Ha.
 

bluefin

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We know UAL sucks, we don't need people calling to inform us of the fact!!!!!!!!!!!!!!!
 

contrail67

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the point was that there was not a need to have the jobs in India. Glad to save some and keep them here.
 
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