msett1
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Airline Call Centers

Mon Dec 05, 2005 2:29 pm

Hey,

Does anyone know of any airlines that have call centers or offices in LA area or orange county?

Matt
 
TedEx
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RE: Airline Call Centers

Mon Dec 05, 2005 9:19 pm

I think Delta does... I'm not sure about any others. Maybe UA and AS?
 
WDBRR
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RE: Airline Call Centers

Mon Dec 05, 2005 9:26 pm

The Delta one at LAX closed in September I believe.
 
msett1
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RE: Airline Call Centers

Mon Dec 05, 2005 9:47 pm

Stinks DL one closed. On as site it just list jobs in SEA and PHX. UA doesnt list really any Reservation jobs.

Matt
 
lincoln
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RE: Airline Call Centers

Tue Dec 06, 2005 12:46 am

NW had one in Long Beach on (IIRC) Los Cyotes Diagonal, unfourtinately, it had closed a few months before I 'discovered' it (early-mid 2004?). I believe LBCC took over the building. Looked awfully small, like the size of a bank branch.
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commavia
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RE: Airline Call Centers

Tue Dec 06, 2005 12:52 am

Quick question: could we compile a list of all airline call center locations?

I know AA's: BDL, CVG, DFW, HNL, RDU, and TUS.

Thanks in advance.
 
jdwfloyd
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RE: Airline Call Centers

Tue Dec 06, 2005 1:02 am

US's last remaining one for the East is a INT. I'm not sure but I imagine the US west call center is in Tempe.
 
FA4B6
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RE: Airline Call Centers

Tue Dec 06, 2005 1:35 am

JetBlue: SLC [you work from home, but are required to live in the SLC area]
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PSAjet17
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RE: Airline Call Centers

Tue Dec 06, 2005 1:35 am

I found an article regarding the outsourcing of domestic reservation centers to offshore locations like India. Delta is the focus of this article and they state the following:

For India, fully loaded costs (salaries plus infrastructure) per call center representative are even lower at $6,000. When you compare these rates with salaries in the United States ($46,000), it's easy to see why offshoring presents a compelling opportunity.

http://www.ebstrategy.com/downloads/case_studies/Delta_Air_Lines.pdf

Having worked for Rockwell/Collins (we made the ACD used in most call centers during that time) in the early 80's, I project managed and supported a number of airline reservation centers in the Western US including the Delta, Western, Northwest in LA (many of the centers located along Wilshire Blvd or out near LAX on Century Blvd.). I remember the days with DL having over 20 call centers around the country and managing the call flow from center to center (using switch software since network routing was not available). It's sad to see how many of those sites are no longer taking calls today.
 
msett1
Posts: 41
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RE: Airline Call Centers

Tue Dec 06, 2005 1:46 am

Hmm... So no one has any left in Socal? I was wondering if any of you had ideas of jobs with airlines that might not involve working in the airport even. She has customer service/sales background with BA in Communications and Economics. Can psot resume if you would like.
Matt
 
S12PPL
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RE: Airline Call Centers

Tue Dec 06, 2005 1:47 am

Quoting FA4B6 (Reply 7):
JetBlue: SLC [you work from home, but are required to live in the SLC area]

Wow..Now that would be cool! Not many companies allow you to work exclusively from home. I wonder how that works!
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cyberual
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RE: Airline Call Centers

Tue Dec 06, 2005 2:39 am

Quoting Msett1 (Reply 9):
Reply 9, posted Mon Dec 5 2005 17:46:21 UTC+1 and read 40 times:


Hmm... So no one has any left in Socal? I was wondering if any of you had ideas of jobs with airlines that might not involve working in the airport even. She has customer service/sales background with BA in Communications and Economics. Can psot resume if you would like.
Matt

Why would you want her to work in a job where she would earn around $9-$10/hr with a BA in Communications? There are some Asian carriers with res center in Socal, JAL is in El Segundo and Korean is in Downtown on Wilshire. I heard SQ is moving their res office to El Segundo. Anyways, if she wants to work for an airline, its better to work at the airport.
 
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EA CO AS
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RE: Airline Call Centers

Tue Dec 06, 2005 2:51 am

Quoting Commavia (Reply 5):
Quick question: could we compile a list of all airline call center locations?

AS: SEA, PHX, BOI

CO: (IIRC) IAH, TPA, DEN and one other, I believe in addition to smaller ones in Latin America.
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mbm3
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RE: Airline Call Centers

Tue Dec 06, 2005 3:08 am

Quoting EA CO AS (Reply 12):
CO: (IIRC) IAH, TPA, DEN

SLC
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FlyFL
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RE: Airline Call Centers

Tue Dec 06, 2005 3:19 am

AirTran has call centers in ATL, SAV and Carrollton, GA
 
jkudall
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RE: Airline Call Centers

Tue Dec 06, 2005 3:32 am

SLC has call centers for DL, CO, and B6 (most work from home). WN also had one in SLC until last year.
 
commavia
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RE: Airline Call Centers

Tue Dec 06, 2005 3:36 am

Quoting EA CO AS (Reply 12):
I believe in addition to smaller ones in Latin America.

Yeah, internationally, AA has call centers in DUB, MAD, MEX, MTY (IIRC), and maybe 1 or 2 in Asia (not sure).
 
msett1
Posts: 41
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RE: Airline Call Centers

Tue Dec 06, 2005 5:06 am

she is not going into this to make but loads of money. A little extra money and the non revenue and discounted fares is what would benefit us. SO I guess it sounds working at airport would be better. Should she be able to get airline at airport relatively easy?

Matt
 
Cory6188
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RE: Airline Call Centers

Tue Dec 06, 2005 5:51 am

Quoting EA CO AS (Reply 12):
CO: (IIRC) IAH, TPA, DEN

Actually, CO only has them in SLC, IAH, and TPA. Nothing in DEN, at least not anymore. And nothing in India either - everyone in CO reservations is located it the US - a major plus in my book, especially when complicated issues with reservations start to arise.
 
CarbHeatIn
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RE: Airline Call Centers

Tue Dec 06, 2005 6:12 am

UA has recently outsourced its entire European Reservations centre from Dublin, Ireland to Pune, India for English language calls; and to Poznan, Poland for French, German, and Dutch/Flemish language calls. Whereas previously the centre in Dublin was manned by UA employees, the new agents are not UA employees.

A significant amount of North American calls, I believe over 50%, are also outsourced to Pune, India. Others are serviced by a centre in the Phillipines.

For the time being, UA does still have some RES centres in the US, namely HNL, ORD and WAS.
 
The777Man
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RE: Airline Call Centers

Tue Dec 06, 2005 6:22 am

UA still have call centers in DTW, SBN and in DEN; DENRR closing 14Jan06.

There are more international carriers that have call centers in the Los Angeles area.

The777Man
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WDBRR
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RE: Airline Call Centers

Tue Dec 06, 2005 11:54 am

I can tell you the old Eastern ones at their peak.
YUL, BOS, EWR, CLT, ATL, TPA (now CO), MIA, SJU, ORD, SLC (now CO) and LAX. The one in NJ was at one time the largest airline call center in the world with 1500+ agents.
 
WDBRR
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RE: Airline Call Centers

Tue Dec 06, 2005 12:26 pm

Not to get off the subject, does anyone know how many agents the big airlines today have at their "flagship" call centers? AA in DFW, CO in IAH, DL in ATL and UA in ORD? just a thought.
 
Cubsrule
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RE: Airline Call Centers

Tue Dec 06, 2005 12:34 pm

What does DL still do in the States? As a NW elite, I'm pretty unhappy with the treatment I get from India compared to the NW elite reservations people. Hell, DL's Latin America call center people are worlds better... THE ENGLISH SPEAKING ONES.
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legacytravel
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RE: Airline Call Centers

Tue Dec 06, 2005 12:34 pm

I dont believe that UA has a American working at any call center anymore. All I get are broken english speaking people with a made up name, because I am pretty sure that the Indians running the call center are not named Debbie, or Susie or Steve like I have been getting.
Mark in MKE
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AirCop
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RE: Airline Call Centers

Tue Dec 06, 2005 12:49 pm

Some past history, some of you remember Morris Air, before Southwest bought them out, their call centers were in private homes. They hired housewives with computers. It worked well for them of course they were really small.
 
WDBRR
Posts: 599
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RE: Airline Call Centers

Tue Dec 06, 2005 1:04 pm

I call Delta several times until I get someone with a southern drawl, perhaps it's Atlanta.
 
USAFHummer
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RE: Airline Call Centers

Tue Dec 06, 2005 2:09 pm

Quoting Jdwfloyd (Reply 6):
US's last remaining one for the East is a INT. I'm not sure but I imagine the US west call center is in Tempe.

I think US might have an outsourced one somewhere in Latin America as well?

Greg
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commavia
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RE: Airline Call Centers

Tue Dec 06, 2005 2:17 pm

Quoting WDBRR (Reply 22):
Not to get off the subject, does anyone know how many agents the big airlines today have at their "flagship" call centers? AA in DFW, CO in IAH, DL in ATL and UA in ORD? just a thought.

AA's largest call center is -- by far -- its Southern Reservations Office (SRO) located in Fort Worth, about 10 minutes from DFW Airport and its headquarters. That office has over 2,000 employees. The next largest office is located in TUS, with under 1,000 employees (still huge!), followed by RDU with around 800, and then CVG, BDL and HNL with all 600 or less each. IIRC, HNL is by far the smallest office, with less than 100 staff.
 
m404
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RE: Airline Call Centers

Tue Dec 06, 2005 4:49 pm

It sounds like the American carriers have pulled out of SOCAL to cheaper Asia while Asian carriers have rep call centers in SOCAL. Hmmmmm.
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