[Butch Cassidy Slept Here]

Obviously, next time, "txchampaign" will try to get the person's name, or employee number, rather than speculating on their ethnic background. Really, the kind of reasoning displayed here could be carried to the next absurd level: So a lot of us (myself included) are "racists" because we have a problem with United, and other businesses, outsourcing their call centers to India? The fact that I, and many others, can't speak Hindustani doesn't count??

Recording calls to the airlines is an excellent idea. Some states DO allow recording of phone calls as long as, at least, ONE of the participants (which can include the one doing the recording) are aware the call is being recorded. Besides, the airlines record their end of the phone call anyway. A practical advantage might be in small claims court--if the judge allows it--when erroneous information is provided which leads to unnecessary pay-outs on the part of the customer. Having the reservation record noted, as to what information is provided, has a major flaw--honesty. If the record is noted at all will the information, really, reflect what was said? Finally someone should post "the best of..." airline call center conversations. Maybe we might find-out these calls centers are NOT staffed by little angels who are being relentlessly bullied by mean, nasty customers.