Delta won’t route calls to India

Delta Air Lines Inc. has stopped routing reservation calls to India, citing complaints from customers.
The Atlanta-based airline is instead sending calls to its own U.S.-based call centers. Delta made the change in the first quarter of the year, but announced the move to employees late Thursday.
In a message to employees, Delta CEO Richard Anderson noted that, “customer acceptance of call centers in foreign countries is low, and our customers are not shy about letting us have that feedback.” Travelers have complained India-based staff are hard to understand, he said.
Delta will keep call centers in South Africa and Jamaica, but may cut stuff at those offices. Delta is the largest airline flying out of the Dayton International Airport.
17/04/09 Dayton Business Journal

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Categories: Foreign Apr 2009