> DL is doing this now: > > http://www.flyertalk.com/forum/Forum21/HTML/010564.html > > Delta Air Lines has contracted two Indian companies to handle some of > its customer reservations, the first airline to make such an > arrangement. "The main reason is to save us money," $12 million over > the next two years, said Catherine Stengel, a spokeswoman for the > airline, although she added that allowing Indians to handle simpler > reservations also would free American agents for more complex calls. > > The move had not prompted any layoffs, she added, although a company > news release announcing the arrangement said it would not affect > domestic employment "at this time." Another case of screw the customer. What they may make up in lower labor cost will be offset by customer dissatisfaction. I do internal tech support for a software company. We have quite a few Indians in the company. With hardly an exception, their English with their Indian accent is difficult to understand over the phone. I predict there will be complaints from the customers when they call the res center and can't understand the agent.