United shutting down complaint phone line, says write us an e-mail or letter instead

United Airlines says it's going to shut down a customer-complaint phone line that was answered by agents in India or Mexcio. From now on, an unhappy United customer will have to write, a process other airlines are adopting and that United says will improve the experience. We shall see if that's true. Read more about it in United's hometown paper, the Chicago Tribune.

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