You’d think reports of superior customer service from an airline like United would be random — a one-off for a carrier that consistently gets inferior scores. Maybe not.
GLOBAL SERVICES
When the nation’s third-largest airline stops taking complaints by phone, what does that mean? Yesterday’s news that United Airlines would shutter an Indian call center that took compliments or complaints after a flight, telling customers to send a letter or e-mail instead, has a lot of air travelers scratching their heads. I count myself among them.
Elliott is consumer advocate 
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