From
this thread :
Imagine my shock when I was told that Pam Coslet your General Manager of Customer Care does not speak to customers
Let's hope this "VP of Customer Experience" is actually prepared to speak to clients, and also to put herself through the UA's non-status customer experiences like
- calling about a lost bag and being connected to the stinking ICC
- calling to make a change to a *A RTW on UA stock and finding the CSR can't see the non-UA flights
- calling to follow up on a missing refund, if she can get a number to call
- calling to get her MP account unfrozen in case of an "audit"
- trying to depart from IAD
- lining up for "customer service" in case of a cancelled flight
and all the other foul customer-experiences detailed in FT