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DL Fee To Speak W/ American Res Agent  
User currently offlineJMV From United States of America, joined Jan 2000, 241 posts, RR: 1
Posted (9 years 12 months 2 days 6 hours ago) and read 5579 times:

For folks who complain about "outsourcing" of jobs to India, here may be a chance to put your money where your mouth is.

According to this article, http://www.sptimes.com/2004/07/28/Business/Delta_thinks_of_charg.shtml, DL is considering charging a fee for customers who wish to speak with reservation agents in the US rather than in India.

"Delta first floated the idea in an online survey of select frequent fliers this month. The airline hasn't tabulated the survey results, let alone decided on imposing the new fee, said spokeswoman Meaghan Glynn."


Google begins where my brain ends! ©
39 replies: All unread, showing first 25:
 
User currently offlineSafetyDude From United States of America, joined Sep 2001, 3795 posts, RR: 15
Reply 1, posted (9 years 12 months 2 days 6 hours ago) and read 5465 times:

This is horrible. I had to speak a customer service rep with a company earlier this week, and the person was in India. Not only did they not know English very well, I could barely understand what they were saying, and they just repeated stuff that I already told them. Finally, I hung up and called again but this time I selected a different option so that I would a US person, which I did, and my problem was solved in minutes.

Here is an idea for Delta: Charge me to speak to a person in the US, and I will take my money elsewhere.  Big grin

-Will



"She Flew For What We Stand For"
User currently offline747firstclass From , joined Dec 1969, posts, RR:
Reply 2, posted (9 years 12 months 2 days 5 hours ago) and read 5388 times:

Delta is not the first US company to charge a fee to speak to a customer service rep in the US, some computer and software companies quietly started that a few months ago.
A few weeks ago, I had to call Delta to make a reservation using a travel voucher I got when I gave up my seat a number of months ago.
I was trying to book ATL-SFO-ATL. The India based agent thought I was saying Santiago. We went around and around, put on hold, round and round some more. The agent did not have much of a clue what a voucher was etc. This entire transaction took 90 minutes. I was livid beyond words and wrote to Delta. As of this date, I have not had a reply.
If this is they way they treat customers, I may not be so inclined to give up my seat on an oversold flight in the future or perhaps even fly Delta at all.
I cant think of anyplace that DL flies to, where I fly to, that someone does not.


User currently offlineN808DE From United States of America, joined Feb 2004, 122 posts, RR: 0
Reply 3, posted (9 years 12 months 2 days 4 hours ago) and read 5345 times:

Will this apply to the Medallion line? I'm thinking no, since I only spoke with a rep in India when I wasn't Medallion.

User currently offlineSyncmaster From United States of America, joined Jul 2002, 2019 posts, RR: 11
Reply 4, posted (9 years 12 months 2 days 2 hours ago) and read 5230 times:
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It's a bad idea all together. I mean no offsense to the people who answer the phones in India but it is very difficult to understand what they are saying, and they do not have "People skills", meaning that they more or less read their answers out of a book and are often times unwilling to work with you. I love DL (check out my signature), but if they choose to charge me to talk to someone I can even understand to begin with, then they can get the money from someone else because it won't be from me.

User currently offlineStirling From Italy, joined Jun 2004, 3943 posts, RR: 22
Reply 5, posted (9 years 12 months 2 days 1 hour ago) and read 5156 times:

The article in the USAToday online addition says Delta saves $25 Billion dollars a year by doing this.

What?
$25 Billion dollars?

I have placed the link here so you can see that I am not crazy......

http://www.usatoday.com/travel/flights/today/sky.htm

I ran into this recently when I called Dell about purchasing a computer, but instead of India, the call center was in Panama. I hung up so frustrated I bought another brand of computer. Each and every time I would ask a question, I was placed on hold. They wasted over an hour of my time.



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User currently offlineAloha73g From United States of America, joined Jul 2003, 2354 posts, RR: 4
Reply 6, posted (9 years 12 months 1 day 23 hours ago) and read 5046 times:

A few months ago I was trying to use part of a Buddy Pass that I had issued a few months before, but lost the ticket number and Reservation code while moving in and out of my dorm room. I called Delta once and spoke with a woman in the US. She was slightly rude (very un-Delta) and insisted there was nothing she could do. A few hours later I called back and ended up talking to a man in India. He was very nice and was able to find the ticket number by using the credit card number I had issued the pass with. The other woman had not even given me this option. Once he found the information I needed he transferred me to the reissue desk where a very nice woman from Montreal helped me to reissue my buddy pass.

Needless to say my experience with Delta's Indian Res Personnel was very good.

On a related note, at a seminar about outsourcing at my university we were told that to be a telephone operator in India you must have atleast a Masters Degree, but that they prefer PhD's.

Aloha!



Aloha Airlines - The Spirit Moves Us. Gone but NEVER Forgotten. Aloha, A Hui Hou!
User currently offlineDeltaffindfw From United States of America, joined Sep 2003, 1438 posts, RR: 1
Reply 7, posted (9 years 12 months 1 day 23 hours ago) and read 5024 times:


USA Today obviously made a mistake. The St. Petersburg article clearly states $25MM in savings - not billion.


User currently offlineStirling From Italy, joined Jun 2004, 3943 posts, RR: 22
Reply 8, posted (9 years 12 months 1 day 23 hours ago) and read 4993 times:


Thanks for the clarification.



Delete this User
User currently offlineMilemaster From United States of America, joined Mar 2001, 1063 posts, RR: 2
Reply 9, posted (9 years 12 months 1 day 23 hours ago) and read 4965 times:

Credit card companies outsource their call center stuff like crazy these days too.

Last time I called to discuss a recent transaction, no joke my call was answered: "Ayloo Hop niddy do dar dar".

I think he was trying to say "how can I help you?"

Companies who outsource the main contact with their business to the consumer are really shooting themselves in the foot.


User currently offlineJalalabad From , joined Dec 1969, posts, RR:
Reply 10, posted (9 years 12 months 1 day 22 hours ago) and read 4915 times:

http://www.startribune.com/stories/462/4895882.html

..at least it's not in india tho,heh


User currently offlineStarCruiser From United States of America, joined May 2004, 301 posts, RR: 0
Reply 11, posted (9 years 12 months 1 day 22 hours ago) and read 4877 times:

I don't care how much money DL saves, or any other company for that matter, AOL and Hewlett Packard in particular. If you are doing business in the USA have an American represent you, especially if you are an American company. Likewise if you are doing business in India have an Indian person represent you there. I have had nothing but extreme frustration dealing with service personnel in India. As a hearing impaired person to start with, I have trouble with accents and the people with whom I have had to deal have very poor skills in US English. If you're going to charge me my hard earned money you damn well better give me the service I want. That does not include someone who knows nothing of US geography and US English. If I were in India, I would expect to speak to a local person, not someone in Paraguay or the Netherlands.

I certainly have nothing against the people from India. All of the ones I have met have been wonderful people. That isn't the point. Our economy is in the toilet except for the very wealthy right now. Every job outsourced is an American out of a job and a family that is not able to put food on the table. If that's the way DL and others want to be, I will fly another airline. The same goes for every other US based airline.


User currently offlineDAYGS From United States of America, joined Apr 2004, 62 posts, RR: 0
Reply 12, posted (9 years 12 months 1 day 21 hours ago) and read 4822 times:

Interesting - this explains alot to me. A few weeks back I called Delta to locate my SkyMiles number and make an address change. The lady said I had 15000 miles in my account and, she added the SkyMiles number to the PNR. (This is after she said "oops" over the phone and said she had hit the wrong key and I had to give her all the information over again...but, hey, that can happen) Anyway, I digress...

I went on the trip, service was good. Went to look at my SkyMiles account last week and it showed a ---zero--- balance. ZERO. I called DL which took forever to get through to a live person, who wasn't very friendly or helpful.
She said my problem would have to be queued over to another department and it would take 4-6 weeks for an answer. AWESOME customer service, wouldn't you say? Go Delta!


User currently offlineJkudall From United States of America, joined Mar 2004, 615 posts, RR: 1
Reply 13, posted (9 years 12 months 1 day 20 hours ago) and read 4747 times:

Interesting, Delta just issued a press release saying they have decided to close one of its India call centers.

http://biz.yahoo.com/ap/040728/delta_4.html


User currently offlineAirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 24
Reply 14, posted (9 years 12 months 1 day 18 hours ago) and read 4690 times:

Not only DL, any other airline or any company outsources but DELL is a HUGE HUGE outsourcing company. Ughhh!


A Safe Flight Begins With Quality Maintenance On The Ground.
User currently offlineVatveng From United States of America, joined Jan 2004, 951 posts, RR: 1
Reply 15, posted (9 years 12 months 1 day 18 hours ago) and read 4684 times:

Meanwhile AirTran, Delta's biggest competitor in their biggest hub, recently opened a third reservations call center in the Atlanta metro area.


Visited VA,NC,PA,SC,FL,GA,OH,AL,TX,TN,CO,CA,UT,NV,NM,IN,KY,MD,MO,CT,MA,NH,ME.
User currently offlineFanoftristars From United States of America, joined Jul 2000, 1604 posts, RR: 5
Reply 16, posted (9 years 12 months 1 day 16 hours ago) and read 4367 times:

I believe all medallion calls stay in the US. In my pre-medallion days, it was frustrating when talking with someone in India. Usually my questions stumped them and they'd transfer me right back to the USA.


"FLY DELTA JETS"
User currently offlineFSPilot747 From United States of America, joined Oct 1999, 3599 posts, RR: 12
Reply 17, posted (9 years 12 months 1 day 16 hours ago) and read 4342 times:

Outsourcing is evil.


Last time I called Microsoft some Indian guy picked up and claimed his name was Ralph. I was about to say "you're name isn't ralph! don't lie to me!" But I held my tongue and I didn't get my problem fixed anyways.



FSP


User currently offlineUshermittwoch From Germany, joined Jan 2004, 2964 posts, RR: 16
Reply 18, posted (9 years 12 months 1 day 16 hours ago) and read 4293 times:

Guys, you like capitalism.


And thus you'll have to face what we have to deal with in Europe already.
Get charged for every service call.
This is especially "great" if you have to call for a service that already charges as monthly fee like cable or electricity.



Where have all the tri-jets gone...
User currently offlineCoewr From United States of America, joined Oct 2003, 273 posts, RR: 2
Reply 19, posted (9 years 12 months 1 day 14 hours ago) and read 4082 times:

In response to reply 9:

Last time I called to discuss a recent transaction, no joke my call was answered: "Ayloo Hop niddy do dar dar".

I think he was trying to say "how can I help you?"


that is the funniest thing I have seen/heard today. Welcome to my respected users list...Not only because of what you wrote but because it happened to me!

I called Chase about my account and got some guy named "Steve". His name definitely wasn't Steve. Not that I have anything against outsourcing, but my only phone is my cell and I wasted a good hour and a half of prime time minutes trying to get the dude to understand me! I know these companies are just trying to save some money, but when I call I would really like to get someone on the telephone I can understand and they can understand me. This has nothing to do with this particular person, or race, just a broad generalization. I'm sure anyone in any European nation would be upset if I answered the phone trying to speak their language and couldn't understand them, put them on hold, and had to ask 5 different people what the caller was trying to say. Now that I got my anger out a little, back to the grind!

--C


User currently offlineIfly2eat From United States of America, joined Apr 2008, 8 posts, RR: 0
Reply 20, posted (9 years 12 months 1 day 14 hours ago) and read 4052 times:

Not so fast!

http://biz.yahoo.com/ap/040728/delta_4.html



Fly the friendly skys and stay out of mine.
User currently offlineFlyERAU From Australia, joined May 2008, 1 posts, RR: 0
Reply 21, posted (9 years 12 months 1 day 14 hours ago) and read 3979 times:

My absolute favorite is calling SkyMiles and asking for an award ticket on Northwest to Grand Forks. Grand where??? said the agent in India...

User currently offlineWjcandee From United States of America, joined Jun 2000, 5104 posts, RR: 18
Reply 22, posted (9 years 12 months 1 day 12 hours ago) and read 3845 times:

Probably way off topic. I have had a Compaq and a Dell laptop in the past 4 years. When the Dell had a problem, I was given to some dork, who happened to be in India, who had no ability or authority to resolve the problem. Horrible, horrible, horrible. Compaq seems to have a mix of foreigners and Americans, and my experience was mixed. When I paid a significant flat fee for help, I did get a great Compaq guy, who patiently worked with me for an hour, and had the advanced skill set necessary to resolve a pretty technical issue, as well as communicate with me (my other experiences were frustrating insofar as I go crazy when I know 5 times as much about the system as the "tech"). Well worth the $50. Nevertheless, I was less than thrilled with the overall approach to tech support from both manufacturers.

However, then I got an Emachines laptop 3 months ago. They outsource (in the sense of they don't do it with their own employees) their call center. To a company in the US. Who has incredibly friendly employees. Who come on the phone within a minute hold if not immediately. Who know what they're talking about. What an incredible difference!!!! It shows that with a commitment to properly training and hiring a consistent quality of employee, an outsourced operation can work well. But the purchaser (Emachines) has to be willing to pay for the quality. Given that this company is famous for its low overhead and cautious spending, they plainly decided that this was a place that was worth spending some money to do it right and impress people. It sure did me (and the dang m6807 notebook was one hell of a value for what I got).

In Delta's case, they plainly want to drive customers to their web site, wherein I can do almost anything that a res agent can do. And I can work the website to my heart's content for a fraction of even an Indian call center employee's cost to them. However, when I'm on the road and have to call for a res from the car, I admit it would be frustrating to deal with people who can't really speak my language. Guess I would then have to call Airtran.

I would well rather that Delta give up the whole foreign "call center" thing entirely in favor of flextiming homeworkers or college students, which some other companies do. Properly recruited and trained, they can be a quality, less-expensive alternative.

All the best,

Bill


User currently offlineAms From United States of America, joined Aug 2003, 1690 posts, RR: 11
Reply 23, posted (9 years 12 months 1 day 8 hours ago) and read 3677 times:

Many companies are starting to open call-centers in India, since it far away more cheaper and they can find skilled workers for the positions.

Many British companies in the UK are already implementing these call centers in India. Employees speak like native UK speakers and Customers don't have a clue that they are speaking with a representative in India.


Regards,
AMS


User currently offlineJasepl From India, joined Jul 2004, 3582 posts, RR: 39
Reply 24, posted (9 years 12 months 1 day 7 hours ago) and read 3634 times:

Companies should open call centres etc wherever in the world they like, for all I care, but the people employed to staff these places should be able to provide an minimum level of service. I don't mean things like knowing where Grand Forks is, because I'm sure very many Americans might never have heard of it. But being able to communicate properly is a basic requirement, in my opinion. I mean I am Indian, and I cant often understand a word of what many Indians are saying! If they staff them well, I doubt many consumers will have a problem with it. Of course, the politics of it all is another story...

25 Dvk : I read in the newspaper this morning that DL is closing one of its call centers in India to save money. They have two other call centers there, though
26 Post contains images SafetyDude : As of this date, I have not had a reply. Delta is notoriously slow. If this is they way they treat customers, I may not be so inclined to give up my s
27 RareBear : I wrote Delta Customer Service an e-mail yesterday after reading about this here. Basically told them I was strongly opposed to their idea of charging
28 Captoveur : I used to work in a call center that had an office in India. I got sick of hearing people who had called the same number 5 times only to get an Indian
29 JBLUA320 : Captoveur, DL SkyMiles, in the states, are also good on Northwest and Continental. JBLU
30 Post contains images Tasha : "I guess if Delta is going to charge me to talk to an English speaking customer service rep I will just take my business elsewhere" I too will have to
31 Jcs17 : Another reason why DL's customer service, in my opinion, is the absolute worst in the industry. There is nothing more frustrating to me than having to
32 VonRichtofen : If everybody wants airlines to have call centres in the US then don't complain when you can't get a $99 return trip JFK-MIA and still get skymiles etc
33 Post contains images SafetyDude : For anyone who is interested, there is a segment on out-sourcing in India on "60 Minutes" on CBS right now. It is a pretty interesting view, and they
34 UAL747DEN : I HATE OUTSOURCING CALL CENTERS!!! I called AOL the other day and got some stupid woman in India. I asked her how the hell she was going to help me if
35 Flyboyaz : I've had to deal with call centers in India when calling Compaq and Safeway. It was the pits!! The people at Safeway got me so mad, I finally told the
36 Post contains images SafetyDude : Delta and American Express (?) were the only airlines mentioned, by other companies included AOL, Dell, and HP. -Will
37 Ha763 : Guess what, even if you contact an airlne res agent in the United States, chances are the person you are talking to didn't give his/her real name eith
38 Gamps : It is not right to avoid the costs of doing business in the US while enjoying the profits and advantages. As long as public demands cheaper and cheap
39 Tranceport : I have been a loyal Delta flyer for fifteen years. If they begin charging a fee to speak to an agent in the US, then I will not give them my business.
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