Come spring, United Airlines passengers will no longer be able to make complaints over the phone. Customers who dial 1-800-UNITED-1 will be directed to put into writing -- e-mail or letter -- any
service concerns, although they still will be able to make reservations, track lost bags or seek refunds via phone.
Studies show that customers who communicate with United via e-mails or
letters tend to be "most satisfied" with its response, a spokeswoman says.
Meanwhile, United is shifting 165 customer-service jobs from India and Mexico to giant call centers outside
Chicago and Honolulu.
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