I've always marveled at why they would outsource this. Nobody, and I mean nobody, can disappoint a consumer as effectively as an in-house employee.

Seriously though, this was always a recipe for disaster. There are enough complexities and variations to the circumstances of the customers who need to call an airline for assistance that it is just plain dumb to exacerbate the problem with language barriers. Never mind the lack of understanding with respect to geographical and culture/custom issues.

The offshore call center is one of the primary reasons that I won't fly certain airlines without the benefit of status or a travel agent.