HBJZA From Switzerland, joined Jan 2006, 376 posts, RR: 0 Reply 2, posted (5 years 2 weeks 6 days 1 hour ago) and read 15477 times:
Baboo's (F7) call center is in LUG, despite the base of the airline is GVA. The reason is because in this part of the country (italian speaking part) you have greater chance to have people speaking all three national languages (French, German and Italian) plus English. So very practical....
Usatoeze From United States of America, joined Feb 2004, 358 posts, RR: 2 Reply 4, posted (5 years 2 weeks 6 days 1 hour ago) and read 15452 times:
Continental Airlines has a big call center in Tampa, and another one in Salt Lake City. In addition to this, they have a substantial home network of excellent customer service. They do make a point that they have US based customer service.
Jasp25 From United States of America, joined Aug 2007, 613 posts, RR: 2 Reply 6, posted (5 years 2 weeks 6 days ago) and read 15188 times:
United Reservations call center are either in India or in the cities of Cebu or Manila, Philippines. Usually, their people in Cebu or Manila are better problem-solvers and are good in handling my calls than on the other location (no offense meant) but to them everything is a script... so sometimes I hang up when I hear their accent, dial again and hope the person that picks up has either a western accent or a Filipino accent.
UnitedSuperDC8 From United States of America, joined May 2008, 84 posts, RR: 0 Reply 7, posted (5 years 2 weeks 6 days ago) and read 15165 times:
In addition to the overseas call centers, United has reservations offices in Chicago, Detroit and Honolulu. Although United currently does not have large passenger operations in Detroit, the office is left over from the era when airlines located reservation centers in most major cities. Despite advances in telecommunications, United obviously has decided time and time again to maintain its Detroit reservations center - so it must still be working for United.
The internet has greatly reduced call center volumes. Our global economy has forced a lot of highly developed countries to offshore these jobs. That means we all have to be a bit more patient with accents that are not similar to ours or different levels of fluency in our native language. It's the price we pay for the lifestyle we maintain.
No thanks - keep the 'Change'.....Al Gore invented two things: the internet & global warming
AA1818 From Trinidad and Tobago, joined Feb 2006, 3348 posts, RR: 4 Reply 9, posted (5 years 2 weeks 5 days 22 hours ago) and read 15046 times:
Whenever I ring AA here in the UK, the number has a London code but I have ALWAYS gotten someone with a heavy irish accent. Either the centre is London but has a lot of Irish working at it (and my luck of the draws always lands me an Irish person, or the call is re-routed to Ireland or N. Ireland. Anyone knows for sure?
Panova98 From United States of America, joined Apr 2008, 280 posts, RR: 0 Reply 13, posted (5 years 2 weeks 5 days 20 hours ago) and read 14716 times:
I'm sure anyone on this forum could write a book on this matter. The bottom line on the call center location and information given is:
--can I get someone to address my question/problem without having to "press 1," "press 2, 14 or more times,
--can I get someone to answer me within a reasonable time, not "your call will be answered in...[calculating]...123 minutes."
--will the person I talk with be a real, live, human being,
--can I understand the person..., and yes, sometimes Bostonian, New Yorker, Philadelphian, North Carolinan people are not as easily understood as speakers from Mexico or India. Include me in that group of Americans who are simply blown away when we talk to Brits who don't look like King George yet can speak such beautiful English!
--can I get someone to handle the issue I'm presenting to them, and
--am I really going to have to PAY for this information/assistance?
Yes, to me, the world just about ended when my UA questions were no longer handled by those wonderful folks at Tysons Corner, then Sterling, Virginia. I wonder where they are now? Probablly in Mexico making Hershey chocolate!
BrianDromey From Ireland, joined Dec 2006, 3812 posts, RR: 9 Reply 15, posted (5 years 2 weeks 5 days 19 hours ago) and read 14651 times:
Quoting AA1818 (Reply 34): Whenever I ring AA here in the UK, the number has a London code but I have ALWAYS gotten someone with a heavy irish accent. Either the centre is London but has a lot of Irish working at it
Yea the AA call centre is in Ireland. I think UA have a major call centre in Ireland too. Its not at all uncommon for companies to have European Headquarters in Ireland, Apple, Dell, Microsoft, the list goes on.
Next flights: MAN-ORK-LHR(EI)-MAN(BD); MAN-LHR(BD)-ORK (EI); DUB-ZRH-LAX (LX) LAX-YYZ (AC) YYZ-YHZ-LHR(AC)-DUB(BD)
- Delhi, India (India calls)
- Dublin, Ireland (Europe calls in various languages)
- Mexico City, Mexico (Spanish calls from Americas) *not positive, but pretty sure it's in Mexico City/could be Monterrey, though
- Montreal, Canada (French calls from North America/Caribbean)
- Sydney, Australia (Asia/Pacific calls) *not positive, but pretty sure it's in Sydney
- Tokyo, Japan (Japan calls)
Previous/Soon-to-Close U.S. Locations:
- Chicago, Illinois (former TWA)
- Cincinnati, Ohio - closing soon - within the next few months
- Dallas, Texas
- Honolulu, Hawaii - just closed last year
- Las Vegas, Nevada (former Reno Air)
- Norfolk, Virginia (former TWA)
- St. Louis, Missouri (former TWA)
- San Antonio, Texas (operated by former AMR subsidiary TeleService Resources)
Orion737 From , joined Dec 1969, posts, RR: Reply 17, posted (5 years 2 weeks 5 days 19 hours ago) and read 14559 times:
I think every other airline's call centre is now in mumbai or Bangalore. what makes me angry is how they make 'Ahmed and Sugufta, call themselves Peter and Janet! Its insulting to the poor agents and to us the customers.
Srbmod From United States of America, joined Mar 2001, 16896 posts, RR: 51 Reply 18, posted (5 years 2 weeks 5 days 18 hours ago) and read 14561 times:
I know that in regards to Delta's call centers, it really depends on what time of the day or the nature of your call. If you're trying to call during the afternoon East Coast time, you're more likely to have your call answered by someone at an overseas call center. If your calling about delayed baggage, your pretty much can expect to have the person on the end to be at an overseas location (at least this was the case about a year ago when I had a delayed bag).
The quality of call centers in the US vs. overseas can really depend on the person you are dealing with. At any call center, regardless of location, you will have good employees and bad employees. When I had my bad delayed last April, it took multiple calls to the baggage line before I got an employee who went above and beyond. The first four reps I dealt with were not very helpful at all and one of them got me so upset that I hung up on him. When I called back, I ended up with this same agent and promptly hung up again. The overseas call agent that did the best job and got the matter settled (after a whopping 30+ hours after the bag was initially reported it finally arrived) went out of his way to contact the baggage services offices at the originating airport and the destination airport. He actually took the time and effort to help get the matter settled as opposed to just giving me a "we haven't located your bag, call back later" in a tone that was more cynical than helpful. He even asked for details concerning the bag.
It doesn't matter where the call center is, as long as they have employees who actually want to help you get your issue(s) solved as opposed to trying to get you off of the line ASAP.
I guess some airlines (and other companies) making the effort to let the caller know that they are actually located here in the US as opposed to overseas is the result of the backlash consumers have had towards overseas call centers.
AirJamaica From Jamaica, joined Aug 2006, 2328 posts, RR: 0 Reply 21, posted (5 years 2 weeks 5 days 18 hours ago) and read 14524 times:
Quoting AA1818 (Reply 9): Whenever I ring AA here in the UK, the number has a London code but I have ALWAYS gotten someone with a heavy irish accent. Either the centre is London but has a lot of Irish working at it (and my luck of the draws always lands me an Irish person, or the call is re-routed to Ireland or N. Ireland. Anyone knows for sure?
Similar situation here in Jamaica. I live in the capital Kingston and when I call AA it is answered by Trinidadians. I think they created a call center in Trinidad to handle the majority of the Caribbean phone bookings as it works out cheaper for them to outsource.
Pa747sp From Australia, joined Jan 2008, 173 posts, RR: 0 Reply 23, posted (5 years 2 weeks 5 days 18 hours ago) and read 14466 times:
Emirates has a call centre in in Melbourne, which takes calls from all over Australia and New Zealand. Overflow calls go to Mumbai. Unfortunately, quite a few of the res agents in melbourne are from India, and, whilst they are completely competent in their jobs, they often get hung-up on as the caller assumes the call has been re-routed to Mumbai.
Luv2cattlecall From United States of America, joined Sep 2007, 1648 posts, RR: 2 Reply 24, posted (5 years 2 weeks 5 days 16 hours ago) and read 14391 times:
Quoting United_Fan (Reply 3): When I called B6 last week,they said I was being connected to a SLC agent.
B6 has a ton of agents work from home in SLC. Quite a few Mormon housewives....it's a win-win, since they don't have to built a ton of cubicles, air-condition them, etc...and the employees don't have so waster $4/gallon gas to commute. Though I've never once heard a crying kid in the background, though I've heard a cat meowing and a husband/some guy asking where the TV remote was!
Quoting Jasp25 (Reply 6): United Reservations call center are either in India or in the cities of Cebu or Manila, Philippines
You can be certain you'll never hear "Thanks for calling UA, you will be connected with our Mumbai call center!"
When you have to breaststroke to your connecting flight...it's a crash!
25 Ouboy79: I believe Southwest still has their center open in OKC on the airport grounds.
26 Johnclipper: Yup - my favorite was calling PA. I remember calling Piedmont, Northwest, United, Republic (got a guy with a very HEAVY NY accent), BA, KL, AF to get
27 Jbguller: Unfortunately I think DJ have their centres overseas now, they used to be in Melbourne I think...
28 AR385: Wow. I did that! I would get the Yellow Pages at my hometown and dial all the airlines. Really? They have one here in Monterrey. Maybe it's for other
29 Commavia: Though I'm not positive, I'm pretty sure the Monterrey office closed - or will soon be closing - and all the Spanish-language calls fielded in Mexico
30 AR385: I just checked with my friend. She works there. She says it is for AAdvantage for all of Latin America. Let me know if they are closing it, so I can
31 Rojo: Wow, I thought the AAdvantage call center for Latin America is in Lima, Peru? Whenever I have a problem with an award, the AA agents in the Mexico ca
32 AR385: The AAdvantage Lima center closed towards the end of April.
33 SNCntry32: Northwest has call centers in Chisholm, MN Hibbing, MN Tampa, FL Suoix City, IA and Baltimore, MD Not sure about the rest of the world, but truly posi
34 Rojo: Thanks for the info... with AAdvantege Latin America now in MTY it will be a lot easier to get authorization for my weird award trips (specially arou
35 UnitedSuperDC8: I believe AA had a call center in San Juan, PR. Is it still around? My first airline job at the age of 18 was TWA Chicago res. What an experience tha
36 Georgebush: If you call UA and say you are calling in regards to an International Booking, you will get someone in ORD. Even if you don't have an international bo
37 AR385: I once had a res. agent called Esther Thorp that provided excellent service to me. She upgraded me to F after I told her about the previous agent I go
38 StasisLAX: I believe that QF still has a call center in Tucson, Arizona located just off the TUS airport property.[Edited 2008-06-01 01:10:24]
39 Cragley: AA just opened a call centre in Brisbane for all OZ enquiries.
40 AirNZ: What difference does it matter where they're located.
41 ThirtyEcho: Here you go: The website www.gethuman.com can advise you on how to find a real person and to bypass the madness of many call-in option trees. Many tim
42 Shamrock321: bmi have a call centre in India, the quality is really really bad!
43 Iflyswa: I believe WN still have Reservations Agents located at Reservations Centers in the following cities: Albuquerque Chicago Oklahoma City Phoenix San Ant
44 RP TPA: About 2 years ago I needed to list for a flight from ORD to TPA.(I work for an airline, and was flying non-rev). I called AA (US based call center),
45 Commavia: You are correct - I forgot San Juan. If I remember correctly, San Juan res closed around the same time as the San Juan flight attendant base, which w
46 Gr8SlvrFlt: AirTran has three call centers, all in Georgia: Atlanta, Carrolton, and Savannah.
47 Grimey: But soon enough all those companies might have their call centres transfered to eastern Europe. Its funny how all those companies are in Ireland but
48 Orion737: I didnt though. I thought it was London till I got my phone bill. If I had known i was ringing Eire, i would have rung France.
49 Costastic: I have personally never had a bad experience when the call centre staff are located in India. Indeed, I have found them to easy to understand, ultra-
50 BestWestern: You only pay international charges if you dial a 00 prefix.
51 Orion737: I too find Indian call centres to be polite and friendly but I do dislike the companies giving the people working there false names, like peter and he
52 B6fll: They seem to be polite and all but I usually keep hanging up until I get an english speaking person....Unless the problem isn't to compex then I will
53 Costastic: Errr... they speak English? And, from my experience, exceptionally good English. The problem might be a strong accent. But if you had someone from Sc
54 Gr8Circle: All call centre personnel are required to be English speaking....they may not speak English the way you do, but without English speaking abilities th
55 B6fll: Ok well Let me correct that, I keep hanging up until I reach somebody who speaks clear enough english to help with the problem that I called for...So
56 Jamesontheroad: I know it well - I believe the office itself is located in the city of Pune. They are notoriously bad for hanging up when they close at 20h00 GMT/BST
57 Legacytravel: Every time I have a question on a Domestic reservationon UA I press the button that takes me to the international custoomer service agents. Which are
58 AirNZ: I find that strange as calling the number only re-routes the call to a specific location, not charge it to that location. May I ask why exactly?? How
59 EA CO AS: Alaska Airlines maintains 3 U.S. based Reservations Centers - Seattle, Boise and Phoenix. The most senior agents are able to participate in the "Home
60 KingCavalier: Frontier has res offices in Denver, CO and Las Cruces, NM.
61 Jjeff: In my humble experience, UA's Honolulu reservation center is by far the best. More friendly, more helpful, more flexible.
62 Commavia: No, I think it is quite rational to think that certain sayings, slang words, lingo, jargon and euphemisms unique to a culture would likely only be re
63 Lincoln: Re: Continental -- -- not only that, but it's efficient, courteous, and darn professional customer service. A couple times I've gotten women with fant
64 BNinMSY: That center is actually American Airlines handling QF's calls.
65 EA CO AS: Negative. QF maintains their own call center in the Tucson area. I know someone who works there.
66 WDBRR: These two offices were the newest ones Eastern Airlines had before the shutdown, Continental opened them a few months after with mostly EA employees
67 AirNZ: Ah now Commavia hang on, because this has now altered to talking about entirely different things here. Yes, I can see where you find it rational to t
68 Klwright69: CO maintained a DEN reservations center for a long time after the DEN hub was dismantled. After 9/11 their DEN center went bye bye.
69 Nzrich: I do understand sometimes with accents it is difficult to understand .. I know i have had trouble when ringing in America and felt very frustrated ..
70 BDKLEZ: Airline, Banking, Insurance etc etc etc. Call Centres can be absolutely anywhere these days. In this modern age of digital communications, does it rea
71 Lincoln: I had an CO agent proactively reaccommodate me on another carrier when it looked like I was going to miss misconnect half way through a trip sequence
72 Uafan17: I hate the united call centers in India, it's hard for them to understand what people want and thats when the problems start, I had this one guy who w
73 Fab2008: DL have a call centre in Hayes, west London, close to LHR. They have about 200 employees who handle reservation calls from all major European countrie