Been there, done that - and AA's USA based reps can be just as horrible (IMO). a sampling: - spending over 5 hours with 3 different reps and callbacks to get one lousy 2 segment Intl award; - Irregular ops - trying to explain to an AA rep in Chicago over and over that HPN is a very good alternative for LGA, and she tries harder and harder to send me to EWR.


I think the problem with most India outsourcing is that the processes being outsourced started off being repetitive, process-oriented roles - and decision based roles are the hardest tou outsource. Compounded by the Indian outsourcer being a 3rd party - rather than a captive unit owned by the US based co. Even captive units sometimes suffer because they lease seats. As such the employees at the callcenter are not even empowered or trained to use their discretion, and are supposed to follow very strict guidelines. So you pay for robots and you get robots...