I just heard from a VERY reliable source at UAL that UAL is going to outsource much of customer relations to India!! People (supervisors) from India will be in the US starting in a week to "learn" and the outsourcing will be complete before the end of the year. There will be a small team left in the US (probably for Premier or Prem Exec and above correspondance) but their function is not clear. Letter writing is to go first, email last.