Originally Posted by
FlyingKat
For those of you who enjoy the excellent customer service in GRR, MDT, CVG, and other places United outsourced its customer service from mainline to Envoy, DGS or whoever.....this fantastic plan by Smisek is soon to come to all the UAL hubs as well. According to a 787 CA on the jumpseat last week, the rumor is UAL is going to outsource its entire customer service operation....no kidding...
Wouldn't surprise me... this goes back to the offhanded comments he has made in the past stating that the first actual United employee a passenger will come in contact with would be the crew.