How United Airlines’ Customer Service System Ruined My DMA07 Conference (and What Catalogers Can Learn from My Experience)

As the editor of a publication that covers the catalog/multichannel business, I don’t really have any business devoting a column like this to an airline. But having just endured one of the worst nightmares of my life, I believe catalogers who rely on offshore, third-party customer service reps might care to take note.