Calling all airlines -- take note

WOW! Did the article on outsourcing of calls by airlines hit home [“1-800-I-Am-Truly-Fed-Up,” Travel Insider, Sept. 3, latimes.com/outsourcing]. I just spent an hour trying to get reservations with US Airways. The website posted a message that the site was partly down and gave a telephone number to call. I shuttled between four agents, none of whom could speak English well enough to make my reservation. After an hour, in anger and frustration, at 1 in the morning I gave up, went to bed and then could not sleep because I was so upset with the airline.

US Airways may have saved some money by using the call center. However, I got my tickets the next day from another airline for $200 less than I was going to pay. And they lost a lot of goodwill along the way.

JOAN LICARI

Hacienda Heights

*

THANK you for your article regarding airline outsourcing. I recently canceled my Delta American Express card for many of the reasons in your article. No one was ever rude, but it was a very frustrating experience. I still have some frequent-flier miles, but I will only book online.

I hope the airlines will take note of your article and the concerns of passengers and will try to improve their call centers.

BARBARA FROWISS

Big Bear Lake

*

ALTHOUGH the author makes some valid points, she fails to mention any horror stories from the India-based agents, who are the scapegoats for the airlines’ cost-cutting measures. These educated young adults have to deal with irate American callers who are often already on the offensive when they hear anyone foreign come onto the line.

As anyone in a foreign country who has had a rude encounter with an American tourist can verify, Americans are not always the friendliest, most rational people. If I were on the other end of the line, I’d be fed up too.

ANDY SHAH

Cerritos

For more letters on this topic, go to latimes.com/lettersannex.