I'm glad that folks are posting similar positive experiences with the MNL call center.

To reiterate what has been stated elsewhere previously, it's not the location that determines the quality of agents. The fact that HNL, for example, is known to have good agents is reflective of good management.

BLR could easily be a top-notch call center, but since UA is not willing to make the investment in a well-trained in-house subsidiary, and are instead going with a low-quality vendor, the support is understandably sub-par. It could make business sense to continue to outsource to a vendor, but UA needs to seriously reevaluate its choice of vendor: MNL is proof that better options exist.

At the very least, UA should add a choice to the reservations line that says, "For first and business class reservations, press X" and route that line to (a) US agents, and if they're not immediately available, then (b) the MNL call center.