Originally Posted by
GUWonder
Anytime an airline migrates customer-contact or back-office functions from a high-income country to India, I take it as a leading indicator of further declines in customer service and of the airline loyalty program to come.
BA used to have a DCS that ran on an ENIAC like server that need constant TLC by a crew of hundreds. When they migrated to Altea they no longer needed the server and the crew. Thats the whole point of migrating a system. The migration was badly done and the new system was over customised. But that still doesn't justify keeping the staff to maintain a no longer needed system?