Is it really higher volume or did they just lay off more people than they should have in the first place?? Last week I was on hold for 40 minutes. On Thu, 20 Dec 2001, W Wilson wrote: > FORT WORTH, Dec 19 (Reuters) - American Airlines, the world's largest > airline, on Wednesday began recalling nearly 800 reservations > representatives as call volumes to its 10 domestic reservations centers > increase. > > The unit of AMR Corp. (AMR) said calls are taking longer to complete because > of increased security processes and a change in the mix of leisure and > business travelers since the Sept. 11 attacks. > > Another carrier, No. 4 Northwest Airlines (NWAC), also plans to recall 312 > part-time telephone operators that were laid off after the Sept. 11 attacks > which threw the industry into a crisis. It, too, cited longer calls due to > schedule changes, fare structures and security questions. > > American said more customers have been calling its reservations centers in > recent months than originally anticipated, sparked by low fares. >