Delta asks customers if they would pay to speak to US reservationists

[Bluebear]

ATLANTA — Financially troubled Delta Air Lines Inc. has surveyed its frequent fliers to see if they would be willing to pay a fee to speak to a customer service agent in the United States rather than have their call routed to outsourced centers in India.

Meanwhile, it was announced that one of Delta’s three call centers in India is shutting down. Delta would not say if the decision was related to the survey sent (last summer).

The question about the call fee was contained in an online survey sent to select frequent fliers. Delta is seeking to cut costs and raise additional revenue to avoid bankruptcy.

Spokeswoman Peggy Estes said the airline has no plans to charge customers who prefer to talk to U.S. representatives instead of those in India. She could not say, however, if it is something Delta might do in the future.

‘‘In today’s environment, we continue to look at all areas of our business,’’ Estes said. ‘‘We are looking at many things, and asking a lot of questions.’’

http://www.gwinnettdailyonline.com/GDP/archive/article9676F4AC5549487180F63CDFFEC025D0.asp

[2Design]

1. is the ceo willing to take a cut in pay - is the ceo willing to

only market to other countries where their employees are

this is back to the consumer - the ceo doesn't pay bring their salaries back in line

[ClintonTyree]

2. Let me get this straight...................

they want their customers who PAY to use their services to PAY MORE if they want to talk to someone in the US for customer service?
No wonder they're financially troubled. I'll never fly Delta again.

I once bought an HP laptop that didn't work out of the box. After about 4 hours of talking to some guy in India, having him repeat everything 3 times because I could not understand him, I hung up, took the computer back the next day and bought one from a local dealer. I will not buy anything (knowingly) from a company that outsources it's customer service.

[cornermouse]

3. Translation. They want to charge you an extra fee for making

a reservation to fly on their plane.

Is this one of the airlines which also charges you extra for food? Why stop there?

How about a fee for putting your luggage on the plane and taking it off? Or a coin-operated overhead luggage rack locker? Or how about charging a fee for the mandatory x-ray scanning and physical searches they put people through?