BTW, they're expanding their European and Asian network. They have separate phone lines for many Asian languages. I don't think the Cantonese-speaking agents are in India. Well, that's <b>my</b> answer to the original questions.

I don't fly them to HKG now, but a few of cousins continue to. UA's still keeping their business.

No business that intends to survive would pursue cost-cutting as anything more than a very brief emergency measure.

Unfortunately, today's large corporations are owned by anonymous shareholders who care only about short-term returns, and so if cost-cutting and destroying a company's long-term viability produces better returns over the next few quarters, these shareholders prefer the destruction. After all, they can just bail out as soon as the tide turns.

It's a big problem throughout the developed world with megacompanies that no longer have anything except faceless and anonymous owners that want only money, and care about nothing else. Even a well-meaning CEO can do nothing about it since any action that fails to produce rapid and generous returns will get him fired after a fiscal quarter or two.