[QUOTE=exerda]Contract out as much as possible where it won't affect the service at UA. I'm not sure how much UA already does this, and I'm not advocating moving all call centers to India or anything, but if they currently in-house all their maintenance and aren't making money or have really high costs, etc., doing so, maybe contracting it out would be the way to go.
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I disagree.....outsourcing = disservice, at least at the customer contact level. People hired by an outside vendor have no loyalty or years of experience. They are paid much less, they do not get any decent benefits, etc. I can't see where most or any of these employees would care about the customer while doing work for a company (the airline) that doesn't even pay them. Only the vendor makes money and the airline saves money. There is no real customer service in this setting.