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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