After reading through my post again and looking at the responses, I guess I unfairly singled out the India call center. Unfortunately, this could have just as easily happened with a call center in the US. Overall, I believe that UAL needs to work on customer service at the call center level as a whole. An agent should know the options for rerouting people during irregular ops. My wife originally asked to put on another carrier. She was told that UAL does not do this. According to the agent, her only options were to either take the new flight, or to cancel her trip. If the call center was functioning at a high level, the agent should have offered to help her sort out her options (including signing her over to another airline or flying into a different airport). In this instance both my wife and I came up with solutions for the call center agent, neither of which they seemed familiar with.