A growing number of U.S. airlines and online travel companies are outsourcing customer service jobs overseas in a bid to reduce costs. United Airlines is about to source a customer call centre in Nova Scotia. Travelocity will outsource about 300 jobs to India over the next year and expects to save $10 million in 2004 as a result of the change. American Airlines, Northwest Airlines, Continental Airlines and US Airways said they do not redirect any calls from U.S. customers to call centres outside the United States. Delta Air Lines, which outsourced nearly 1,000 jobs last year to three call centres in Bangalore, Bombay and New Delhi India, says it is aware of the potential pitfalls.

The Beetle’s own experience of speaking with e-bookers, a travel booking organisation that has been outsourced to India has not been good. The operatives are charming and polite, but pushy and lack in-depth travel knowledge. They also returned calls at 10pm!

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