Originally Posted by mooper

I agree. US or foreign, it is the lack of thorough training - not the location of the employee - that causes problems.

It is also important to note that the airlines (and other companies) could use purely US-based CSRs if we wanted to pay more for our tickets and/or a higher surcharge for phone support. Personally, I'd rather deal with the outsourced help (on the rare occasion I use phone support) and save the $.