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Airline Call Center Locations?  
User currently offlineWDBRR From United States of America, joined Jan 2005, 610 posts, RR: 0
Posted (6 years 2 months 3 days 19 hours ago) and read 20225 times:

I noticed a few times when I called Continental Airlines, the
agent says: "Continental Airlines Houston, this is Betty" or
whatever the location or the agent's name is.

Today, I called Discover card, pressed 0, the recording said:
"You will be connected to an agent in our Arizona office"

Is this a new trend? trying to have an advantage over companies
that outsource their call centers overseas? (I am in the U.S. btw).

anyone else notice this???

100 replies: All unread, showing first 25:
 
User currently offlineCAP2008 From United States of America, joined May 2007, 255 posts, RR: 2
Reply 1, posted (6 years 2 months 3 days 19 hours ago) and read 20034 times:

UA has a call center in Dearborn, MI (suburb of Detroit), right across the street from Ford's World Headquarters. Why????


The mother of the last KC-135 pilot has yet to be born.
User currently offlineHBJZA From Switzerland, joined Jan 2006, 376 posts, RR: 0
Reply 2, posted (6 years 2 months 3 days 18 hours ago) and read 20000 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....

User currently offlineUnited_Fan From United States of America, joined Nov 2000, 7458 posts, RR: 7
Reply 3, posted (6 years 2 months 3 days 18 hours ago) and read 19982 times:

When I called B6 last week,they said I was being connected to a SLC agent.


'Empathy was yesterday...Today, you're wasting my Mother-F'ing time' - Heat.
User currently offlineUsatoeze From United States of America, joined Feb 2004, 358 posts, RR: 3
Reply 4, posted (6 years 2 months 3 days 18 hours ago) and read 19975 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.


War is a very poor political tool
User currently offlineRunway23 From US Minor Outlying Islands, joined Jan 2005, 2185 posts, RR: 36
Reply 5, posted (6 years 2 months 3 days 18 hours ago) and read 19848 times:

NW have 5 call centers in the US. Every call from the US or Canada is answered in one of those five call centers.

NW also have call centers in Asia for people calling from the other parts of the world.


User currently offlineJasp25 From United States of America, joined Aug 2007, 615 posts, RR: 2
Reply 6, posted (6 years 2 months 3 days 17 hours ago) and read 19711 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.

-jasp



-peace and chicken grease!
User currently offlineUnitedSuperDC8 From United States of America, joined May 2008, 84 posts, RR: 0
Reply 7, posted (6 years 2 months 3 days 17 hours ago) and read 19688 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
User currently offlineUnitedSuperDC8 From United States of America, joined May 2008, 84 posts, RR: 0
Reply 8, posted (6 years 2 months 3 days 16 hours ago) and read 19643 times:

Did any other airline nerds spend 7th and 8th grade calling airline 1-800 reservation centers for timetables, schedules, fake bookings etc??


No thanks - keep the 'Change'.....Al Gore invented two things: the internet & global warming
User currently offlineAA1818 From Trinidad and Tobago, joined Feb 2006, 3429 posts, RR: 4
Reply 9, posted (6 years 2 months 3 days 15 hours ago) and read 19569 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?

AA1818



“The moment you doubt whether you can fly, you cease for ever to be able to do it.” J.M. Barrie (Peter Pan)
User currently offlineCopter808 From United States of America, joined Dec 2000, 1060 posts, RR: 0
Reply 10, posted (6 years 2 months 3 days 15 hours ago) and read 19514 times:



Quoting Jasp25 (Reply 22):
United Reservations call center are either in India or in the cities of Cebu or Manila, Philippines

Where (which part of the city) are the Cebu and Manila centers located?

It really freaks out the Manila Dell folks when I ask them if they're at the Mall of Asia location! They wonder how the heck I know that!!


User currently offlineTrekster From , joined Dec 1969, posts, RR:
Reply 11, posted (6 years 2 months 3 days 15 hours ago) and read 19504 times:



Quoting AA1818 (Reply 35):

Its in Ireland.


User currently offlineEI787 From Ireland, joined Jan 2006, 1513 posts, RR: 21
Reply 12, posted (6 years 2 months 3 days 14 hours ago) and read 19381 times:
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Quoting Trekster (Reply 36):
Its in Ireland.

Yes, the AA reservations and AAdvantage call centre for Europe is based in Sandyford, South County Dublin.


User currently offlinePanova98 From United States of America, joined Apr 2008, 302 posts, RR: 0
Reply 13, posted (6 years 2 months 3 days 13 hours ago) and read 19239 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!


User currently offlineAA61Hvy From United States of America, joined Nov 1999, 13977 posts, RR: 57
Reply 14, posted (6 years 2 months 3 days 12 hours ago) and read 19177 times:

FX's call centers are in South Florida, North Carolina and Memphis.


Go big or go home
User currently offlineBrianDromey From Ireland, joined Dec 2006, 3919 posts, RR: 9
Reply 15, posted (6 years 2 months 3 days 12 hours ago) and read 19174 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.

Brian.



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)
User currently offlineCommavia From United States of America, joined Apr 2005, 11465 posts, RR: 61
Reply 16, posted (6 years 2 months 3 days 12 hours ago) and read 19105 times:

American's U.S. call centers (in order of call volume):

- Southern Reservations Office (SRO): Fort Worth, Texas
- Southwestern Reservations Office (SWRO): Tucson, Arizona
- Southeastern Reservations Office (SERO): Cary, North Carolina (near Raleigh)
- Eastern Reservations Office (ERO): Windsor, Connecticut (near Hartford)

American's call centers outside the U.S.:

- 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)

[Edited 2008-05-31 15:09:46]

User currently offlineOrion737 From , joined Dec 1969, posts, RR:
Reply 17, posted (6 years 2 months 3 days 11 hours ago) and read 19082 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.

User currently offlineSrbmod From , joined Dec 1969, posts, RR:
Reply 18, posted (6 years 2 months 3 days 11 hours ago) and read 19084 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.


User currently offlineRojo From Spain, joined Sep 2000, 2443 posts, RR: 9
Reply 19, posted (6 years 2 months 3 days 11 hours ago) and read 19070 times:



Quoting Commavia (Reply 16):
- Mexico City, Mexico (Spanish calls from Americas) *not positive, but pretty sure it's in Mexico City/could be Monterrey, though

It is in Mexico City and they are great. When I have a problem with a reservation I just call them (no matter if I am in Europe, the US or South America and it is long distance)...


User currently offlineOrion737 From , joined Dec 1969, posts, RR:
Reply 20, posted (6 years 2 months 3 days 11 hours ago) and read 19063 times:

I rung AF and assumed it was the UK call centre then when i got the bill, it was in eire. yet it is the UK number for reservations???

User currently offlineAirJamaica From Jamaica, joined Aug 2006, 2513 posts, RR: 0
Reply 21, posted (6 years 2 months 3 days 11 hours ago) and read 19047 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.



greenheart
User currently offlineOrion737 From , joined Dec 1969, posts, RR:
Reply 22, posted (6 years 2 months 3 days 11 hours ago) and read 19027 times:

I think indded they are re-routed to Eire. Same happened to me AA1818, when I rung UK Air France, I was answered in ireland.

User currently offlinePa747sp From Australia, joined Jan 2008, 222 posts, RR: 0
Reply 23, posted (6 years 2 months 3 days 11 hours ago) and read 18989 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.


Nothing seems as good since the VC10.
User currently offlineLuv2cattlecall From United States of America, joined Sep 2007, 1650 posts, RR: 2
Reply 24, posted (6 years 2 months 3 days 9 hours ago) and read 18914 times:
Support Airliners.net - become a First Class Member!



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 Post contains links 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
74 N984AVIANCA : avianca's is in Medellin
75 SkyguyB727 : I used to collect timetables when I was in high school. I remember calling JM and getting their PHL call center. It was so nice to call an airline in
76 RW717 : Guilty!!
77 G4resagent : Allegiant's is located in Vegas.
78 WDBRR : JM is Air Jamaica....they had a call center in Philadelphia??? Is it the same office that National (3) had theirs?
79 G4resagent : No, the old National building was torn down to make way for Terminal 3. The call center is located in our new corporate headquarters in South West Ve
80 Jasp25 : Cebu city or Mandaue city in Cebu, and Makati and Rizal (Cainta - I asked the agent I spoke to yesterday). The professionalism of some of their agent
81 AirframeAS : The PHXRR is actually in Ahwatukee, Arizona.
82 Radarbeam : Air Canada Aeroplan has 2 call centre locations: - Montreal - Vancouver AC Mainline has if my memory serves me right - St Johns NFLD - Montreal - Toro
83 RP TPA : Actually, it's Saint John, NB.....not St John's NF. And you forgot the most important office....Tampa, FL.....Handles the calls from the USA
84 EA CO AS : Ahwatukee isn't a separate city - it's an "urban village" neighborhood of the City of Phoenix. Trust me, I know where PHXRR is - I helped pick the fa
85 AirframeAS : It is separate...sort of. Its not incorporated yet, but it does have it's own Chamber. Trust me, I lived 3 blocks north of the new PHXRR in Ahwatukee
86 Radarbeam : How correct! My memory plays tricks on me
87 Jkudall : Delta call centers (Delta employees): Atlanta Augusta Cincinnati Dallas/Ft. Worth London (Hayes) Montreal Rio De Janeiro Salt Lake City Santiago Tampa
88 TBYO787 : AA have a call centers in NYC (Manhattan) called CRB (old Caribbean Sales) to handle special accounts and Agencies with High Volume, I will always rem
89 Post contains links EA CO AS : You might consider letting the City of Phoenix in on this then! They seem to dispute that. http://phoenix.gov/PLANNING/vpahwatu.html Ahwatukee Foothi
90 AirframeAS : I dont know where you got that from, but Ahwatukee is a community separate from PHX, its not even close to downtown. Trust me, EA CO AS, I lived in A
91 Vio : This is absolutely ridiculous! I had a problem with booking on Delta and they forwarded my call to someone in India to help me trouble-shoot. He was
92 Post contains links NYC2theworld : EA CO AS is right - http://www.eastvalley.com/index.php?fuseaction=home.community&a=2 If its within the Phoenix city limits it is part of the City of
93 AirframeAS : Call the Ahwatukee Chamber, they will tell you different. But this is off topic by now. Lets stick to the topic.
94 ChrisA330 : I had heard that AC was going to be implementing home based CSAs is TPA...is this going ahead?
95 Lfutia : When I call Continental Dutch Reservations, (much friendlier and helpful!), their office is in Houston as they list their hours on the phone in Centra
96 RP TPA : Not only is this plan "going ahead", it's actually been in effect for over a year. I should know. I'm one of them.
97 WDBRR : Didn't NW have one in Long Island, NY at one time? maybe 15 years ago? I worked in that office 20 years ago, it was the biggest at the time. 200,000
98 AnsettB727 : Call Centres are funny things. They take up a lot of land, need to employ a lot of people, and yet they don't produce a tangible product. Hence, the l
99 RUHFlyer : Yes I remember making a prank booking from JED to NRT via CDG on AF First class for my uncle they did call him and asked him about it LOL
100 Markdirk : Don't forget about TWA's California Prison reservation center. I think it was California. But I do know they used actual prison inmates as call center
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