A while back, I complained about losing my bags for five days after weather forced them from a United flight and onto a Delta flight. My phone wrath was directed at United Customer Service agents who happened to be in India. They were so far away and were foreigners taking jobs from Americans. In other words, they were easy targets.
I now realize that my beef over the lost bags probably lies with United's stateside managers. Here's why:
The folks in India were consistently polite and responsive within the limited bounds of their authority. Repeatedly, they tried to call both Delta and United baggage offices in Boston (home) and no one ever answered (they always factored the time zone difference, too). A customer service person, again with an Indian sounding-name, has been trying to track down a Mileage Plus manager to send me a free-something certificate. Again, no response, but the customer service agents in India don't give up. They keep e-mailing saying they are still trying to contact someone with greater authority.
Sure, they're trained to handle angry customers like me and are heavily scripted. That in and of itself is frustrating. Now, I am only surmising that the Mileage Plus manager is in the U.S….maybe not. But I don't think all the fault lies with the customer service agents in India, who I have seen blamed for United indiscretions before. Again, they are easy targets for Americans. The problem at United is poor management and last time I checked, United's top managers are in Chicago.