Wednesday, February 11, 2009

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'United Airlines' to bring back call-center jobs from India

United Airlines said it plans to shift 165 customer service jobs from India and Mexico to giant call centers outside Chicago and Honolulu as it overhauls how it fields passenger feedback about its flights.

By the spring, passengers will only be able to share complaints or queries about United flights by sending e-mails or letters, a process the company says is more efficient than phone interactions.

As of the end of April, Chicago-based United plans to turn off a phone line that lets customers lodge complaints or praise service on its flights, the airline told workers Tuesday.

Customers who dial 1-800-UNITED-1 will be directed to put service concerns into writing, although they will still be able to make reservations, track lost bags or seek refunds via phone.

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