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

What This Means to You

So now, let’s turn this week’s column into a learning experience for you. I’m not suggesting that offshore, third-party customer service is a bad thing at all. I know it’s a healthy cost saver for a company like United, having emerged from Chapter 11 just last year. And I’m sure United’s reps are capable of handling problems. But they need the power to handle such problems.