I was thrilled to learn that United Airlines will improve its operation with the addition of the computer that defeated Gary Kasparov (“IBM’s Deep Blue takes to the skies,” Business, Nov. 17). Now if they could just do something about customer service, which has become non-existent at United.
It has been almost three months since we purchased tickets for a Thanksgiving Day flight. We inadvertently learned that they changed our departure time both coming and going, but we have yet to hear anything to that effect from the airline.
I called customer service every day for four days, but all I could get was a busy signal.
United doesn’t need more computers. They need to scale back their sophomoric reliance on computers and remember that human beings are flying their airline. That may do a lot more for the bottom line than the RS6000/SP2.
