Originally Posted by
EWR764
Now, the agents primarily meet a customer service/support need, and while still a crucial function for many travelers, it does not generate the same return on the investment in infrastructure to support the operation. So, the result is the consolidation of res centers to Houston and Chicago, augmented by home-based agents elsewhere in the system. In my view, an adequate, though unfortunate, compromise.
This is a thoughtful analysis and you make some very good points.
But I think the reason people are reacting so negatively here is that we know UA IT (and the IAH/TPA agents) are not up to the task and that the skilled pmUA phone agents are in many instances our only hope of getting things done right.
In a vacuum, this move makes sense. In the real world of UA as it truly is, it's IMO a big mistake. At least if UA really does want to retain HVF. But perhaps that's just lip service, which is what this move suggests. Save some nickels, lose the dollars.