The UAL VP for Worldwide Contact Centers strikes a raw nerve among her employees. In a stellar example of mismanagement, she apparently sent out an insulting missive, introduced by a what I did on my summer vacation travelogue, that not only denigrates her USbased employees, but attempts to justify why their jobs are being outsourced.One former passenger offers this sage advice: if you purchased your ticket with plastic and feel that United didnt deliver the contractually agreed upon service, dispute the charge with your credit card company. You should be aware of the time limitations and other restrictions, but credit card companies like to keep their cardholders, so they may be flexible. Although the airline may prevail in the end, they will be forced to send a formal reply to your charge dispute, and you can usually counter this with further documentation if you disagree. The other option this site has been suggesting for many years is small claims action, which has been successful for many former passengers,

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