Over the weekend, I got curious about life as a MP General Member or (!) a non-member. You know, the sort of customer that encompasses everything from the once-in-a-decade-cheapest-fare sort to the must-have-a-ticket-now-regardless-of-cost type. So I decided to call in to reservations and pretend to be that type of customer. To ensure my anonymity, I never entered my MP number, and also called from a different phone number (just in case they track by that).

The results were mixed. Calling 800-UNITED-1 consistently resulted in busy signals once I asked to speak to an agent. Later, I got a very robotic Bangalore-based agent who consistently gave "non-answers" to my questions. However, calling 800-JET-AWAY got me a friendly, helpful Chicago-based RSR within seconds of my asking for an agent. Incidentally, all of this took place within a one hour timeframe on Saturday afternoon.

With a 33% "satisfied customer" rate based on my informal test, I thought I'd expand my perceptions by dialing the local number for Australian customers. My call was promptly answered by a Manila-based agent with excellent English (and a very "standard" American accent) who knew the rules well. She answered a couple of "tricky" questions I asked regarding MP awards with aplomb, and in one instance where she wasn't sure of the answer, she checked with a supervisor.

Pleased with this Manila call center experience, I tried again a little later and got another very good agent. Granted, none of this is statistically solid evidence of any widespread trend, but compared to a "random" call to the ICC, Manila yields a much better overall experience.

So...the conclusion I draw from my "experiment" is that United should expand its MNL operations as soon as possible, and begin the process of moving business away from its BLR vendor. The MNL center is an excellent example of offshoring done right.

Is anyone at United listening?