Originally Posted by
ani90
Of course it should! Or, to flip it round, how else does one intend to contact customer service other than by a phone call or via an app? There are so many companies today where the only useful interface is either via a phone call or via an app or webpage. So yes a phone is essential. Not a prerequisite obviously but without it then things can be difficult.
If I'm at home, I have a phone I can use. That's how I contact customer service. And I always carry a mobile, but making that the default option when you are in an airport where there are airline personnel is ridiculous.
If UA is going to make having a mobile phone a requirement for receiving customer service once passengers leave home, than they should make it clear to every customer before they buy a ticket that they cannot depend on receiving assistance from UA personnel at the airport. How do you think that will go over with the traveling public? I'm sure UA's competitors would relish that advertising opportunity.