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UA To Close Two More Res Centers  
User currently offlineRampRat74 From United States of America, joined Dec 2003, 1531 posts, RR: 2
Posted (8 years 5 months 2 days 6 hours ago) and read 3890 times:

United Transitions South Bend Reservations to
Baggage Services; South Bend and Ft. Wayne
Reservations Facilities to Close Later This Year
----------------------------------------------------
To improve responsiveness to customers' baggage
questions during the busy summer travel season,
United announced yesterday that beginning April 17,
its South Bend, Ind., Reservations (SNBRR) office
will transition to handling baggage services calls.
The transition is expected to be complete by May 1.

Additionally, United has contracted with InterGlobe
Technologies (IGT) in Delhi, India to handle baggage
services calls. IGT is expected to be fully staffed
to handle baggage calls by late summer; when both
SBNRR and Ft. Wayne, Ind. (FWARR), which has been
handling baggage services calls since September
2005, will close. IAM-represented employees at both
locations will be offered options commensurate with
their contract. The Chicago Bag Desk (CHIBD) will
continue to handle baggage calls.

"Record load factors and challenging operating
conditions have resulted in on-going high call
levels to Baggage Services," says Judy Bishop, vice
president-Worldwide Reservations. "By temporarily
converting SBNRR to a bag desk, we will provide the
immediate resources needed to handle baggage
services calls during busy summer travel months.
Closing SBNRR and FWARR will provide long-term cost-
competitiveness."



Good luck talking to someone in India about your lost bag in Tulsa.

15 replies: All unread, jump to last
 
User currently offlineERJ170 From United States of America, joined Apr 2004, 6764 posts, RR: 17
Reply 1, posted (8 years 5 months 2 days 6 hours ago) and read 3888 times:

I just don't understand this mentality. No offense to my Indian brotheren and sisteren out there.. but when you want to call, fuss, complain, and cuss to someone.. you want someone on the line that will understand you and you can understand.. that's the kinda stuff that brings anger to a new level.

Wow.. that's all I can say.. so when will other airlines start outsourcing their reservations/baggage/etc to the US?



Aiming High and going far..
User currently offlineRoseFlyer From United States of America, joined Feb 2004, 9612 posts, RR: 52
Reply 2, posted (8 years 5 months 2 days 5 hours ago) and read 3796 times:

Well more jobs are leaving Indiana, which isn't a good thing at all for the state which is in desperate need of jobs, especially in the small cities.

However I don't fault United for doing it since it is what is necessary to save money. In reality it doesn't matter where the person is sitting. They will still have the same effect on finding your lost luggage. Hopefully United will be able to maintain service standards.



If you have never designed an airplane part before, let the real designers do the work!
User currently offlineBoeingBus From United States of America, joined May 2004, 1596 posts, RR: 17
Reply 3, posted (8 years 5 months 2 days 5 hours ago) and read 3784 times:

Welcome to the Wal*Mart generation!

Always low prices! Just screw thy neighbor for it!



Airbus or Boeing - it's all good to me!
User currently offlineCtbarnes From United States of America, joined Mar 2000, 3491 posts, RR: 50
Reply 4, posted (8 years 5 months 2 days 5 hours ago) and read 3736 times:

What I find interesting about all this is a belief among corporations (not just airlines) that customer service functions can be outsourced to third parties, and then are truely perplexed when they discover the quality of their customer service goes down the tubes.

Third parties have no loyalty to an organization they contract with. There is no incentive for them to do so. If you're going to provide good customer service, there needs to be a buy-in by the people on the front lines actually providing the service and a commitment that if you do a good job it will impact the company as a whole. This is why the outsourcing craze will eventually fail.

Penny-wise, pound foolish.

Charles, SJ



The customer isn't a moron, she is your wife -David Ogilvy
User currently offlineUAPremierGuy From United States of America, joined Oct 2005, 206 posts, RR: 0
Reply 5, posted (8 years 5 months 2 days 3 hours ago) and read 3624 times:

This.Pisses.Me.Off. I'd gladly pay $10 more per/ticket to talk with an American/American-English speaking res. agent. On hold currently (actually for the last 20 minutes) with UA's res. to try to re-book my brother's delayed flight due to the ATC problems in DEN today...what do you want to bet I get somebody in India who doesn't know what ATC means, where MCI is, or why it affected my brother's flight. GRRRRR!!!


It's Time To Fly!
User currently offlineOuboy79 From United States of America, joined Nov 2001, 4589 posts, RR: 23
Reply 6, posted (8 years 5 months 2 days 1 hour ago) and read 3519 times:

Its amazing how UAL and a lot of American companies that look at outsourcing, still continue to overlook American outsourcers. There are tons of centers in this country, with very low costs, that can handle this same business. What we are seeing is the typical business-school mentality that "I was taught in order to cut costs, and outsource, we have to go to India".

Good luck to everyone who is out on the street. I can honestly say though, when I call any company I deal with and I get someone from that portion of the world - I am not happy. So I do the easy thing...when they transfer you to a survey or send you one, I destroy the person's customer service stats. This eventually will get the companies who are outsourcing the work to question what is going on. We've seen this at companies such as Dell, Chase, and others that are moving more work back from that wonderful third world subcontinent.


User currently offlineRoseFlyer From United States of America, joined Feb 2004, 9612 posts, RR: 52
Reply 7, posted (8 years 5 months 2 days 1 hour ago) and read 3475 times:

Quoting Ouboy79 (Reply 6):
So I do the easy thing...when they transfer you to a survey or send you one, I destroy the person's customer service stats. This eventually will get the companies who are outsourcing the work to question what is going on. We've seen this at companies such as Dell, Chase, and others that are moving more work back from that wonderful third world subcontinent.

India isn't that bad. I have had more trouble understanding people at Chase that have the strong New York accent over people in other parts of the world. Indians speak very smoothly and don't enunciate like Americans, but they still are just as understandable as many American call centers. One reason why there are so many call centers in Northern Indiana/Ohio/Michigan is because there are plenty of workers and it is a part of the country that doesn't have a localized accent.

[Edited 2006-04-04 00:31:56]


If you have never designed an airplane part before, let the real designers do the work!
User currently offlineCOERJ145 From United States of America, joined Jun 2005, 1421 posts, RR: 1
Reply 8, posted (8 years 5 months 2 days ago) and read 3412 times:

Quoting UAPremierGuy (Reply 5):
This.Pisses.Me.Off. I'd gladly pay $10 more per/ticket to talk with an American/American-English speaking res. agent. On hold currently (actually for the last 20 minutes) with UA's res. to try to re-book my brother's delayed flight due to the ATC problems in DEN today...what do you want to bet I get somebody in India who doesn't know what ATC means, where MCI is, or why it affected my brother's flight. GRRRRR!!!

I agree. I've had bad experiences with DL and their chinese res centers. I got put on hold for 20 minutes b/c the agent didn't know how to cancel a DL flight codeshared with AmEagle. Thank goodness AA, NW, CO, US, and CO still have US based res centers.


User currently offlineWeAreUnited From United States of America, joined Aug 2004, 423 posts, RR: 1
Reply 9, posted (8 years 5 months 1 day 21 hours ago) and read 3318 times:

Quoting COERJ145 (Reply 8):
agree. I've had bad experiences with DL and their chinese res centers. I got put on hold for 20 minutes b/c the agent didn't know how to cancel a DL flight codeshared with AmEagle. Thank goodness AA, NW, CO, US, and CO still have US based res centers.

United still operates US based Res centers in Honolulu, Chicago, Detroit, and Washington DC. I believe those are the only ones left.... could be wrong though.


User currently offlineAirRyan From United States of America, joined Mar 2005, 2532 posts, RR: 5
Reply 10, posted (8 years 5 months 1 day 21 hours ago) and read 3316 times:

NW is going to move the majority of their rez jobs out to Singapore I think it is. Management could care less about the people at these levels of posistion.

User currently offlineB757capt From United States of America, joined Feb 2004, 1375 posts, RR: 0
Reply 11, posted (8 years 5 months 1 day 21 hours ago) and read 3281 times:

Quoting RoseFlyer (Reply 2):
BNRR and Ft. Wayne, Ind. (FWARR), which has been
handling baggage services calls since September
2005, will close.

I agree completely!!!



The views written by this user are in no manner the views of my employer and should not be thought as such.
User currently offlineN600RR From United States of America, joined Feb 2006, 171 posts, RR: 0
Reply 12, posted (8 years 5 months 1 day 20 hours ago) and read 3228 times:

Quoting Ouboy79 (Reply 6):
We've seen this at companies such as Dell, Chase, and others that are moving more work back from that wonderful third world subcontinent.

...continuing off topic: I had to call Chase Home Finance customer service today, and after several times going through all the menu options (non of which were "press O to speak with a customer service representative") and back, and even tried pressing "O" anyway at each of the sub-menus, I finally hung up, re-dialed and hit "O" as soon as I got past the obligatory "press 1 for English, 2 for Spanish" gatekeeper, and abracadabra, I was speaking to someone in Manila. It was like playing one of those video games that you keep looking around for the key to get to the next level.

I would think it would be more cost effective to outsource these CEOs to India, etc. instead of customer service, reservations, etc. DL should have done that with Leo Mullins when they had the chance...



"And the fluffy white lines that the airplane leaves behind are drifting right in front of the waning of the moon" -Cake
User currently offlineUAPremierGuy From United States of America, joined Oct 2005, 206 posts, RR: 0
Reply 13, posted (8 years 5 months 1 day 19 hours ago) and read 3151 times:

Quoting WeAreUnited (Reply 9):
United still operates US based Res centers in Honolulu, Chicago, Detroit, and Washington DC. I believe those are the only ones left.... could be wrong though.

Any secret on how to actually get through to these centers? i.e. a direct line #? Every time I call the "Premier Line," I get India, who barely knows what Premier means, or is, let alone aircraft types or ATC speak.

Quoting N600RR (Reply 12):
I would think it would be more cost effective to outsource these CEOs to India, etc. instead of customer service, reservations, etc. DL should have done that with Leo Mullins when they had the chance...

LOL!!!



It's Time To Fly!
User currently offlineHiflyer From United States of America, joined Nov 2004, 2172 posts, RR: 3
Reply 14, posted (8 years 5 months 1 day 19 hours ago) and read 3136 times:

first off a.netters read the posts...this is not res it is bag service...for lost luggage.

However, secondly this is dumb as these are customers already pissed off...last thing needed is a language barrier. UAL brought in handheld scanners...only carrier that has...to help control mishandling. This outsourcing negates the idea that UA is serious on this issue and really is just as nonresponsive as all other carriers.

In otherwords..l'll lay off like crazy to save money and to heck with people with problems eventually getting any quick resolution....but I will look good for my budgetary goals.

Two problems here...the idiot that suggested it and the bigger idiot that approved it.


User currently offlineOuboy79 From United States of America, joined Nov 2001, 4589 posts, RR: 23
Reply 15, posted (8 years 5 months 1 day 16 hours ago) and read 3075 times:

Quoting RoseFlyer (Reply 7):
One reason why there are so many call centers in Northern Indiana/Ohio/Michigan is because there are plenty of workers and it is a part of the country that doesn't have a localized accent.

That area does have a few good sized ones, but nothing like what we have down here in Oklahoma City. The obvious crown jewel is the new Dell campus under construction that is handling sales and support being moved back from India. Others, off the top of my head...AOL, Sprint, Cingular, Chase Credit Cards, Travelers Advantage (Cendant), DirecTV, OfficeMax, SBC, Hertz, Southwest, Farmers, and probably about two dozen other major companies.


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