I’m not sure which it is. They don’t make the usual grammar and cultural mistakes even the best foreign call centers make while also Delta has a computer start the call which means that computer 1 fails then sends you to computer 2 to finish the call.

My money has been on outsourced untrained people… like folks that don’t have access to the same reservation systems as an average agent. They’re also multi tasking and don’t remember what they’re doing when they come back to you.