NWA has 8 call centers in Asia. They have looked at the pros and cons of moving the USA call centers offshore (outsourced) to save $$$$$.

Instead of moving the call centers to India, NWA implemented a $5.00 call center ticketing fee, this fee offset SOME of the costs associated with the USA call centers, but not all of the costs, since some calls, i.e. changing seat assignments, checking on space for WBC upgrades, etc. do not have a fee associated with the agents time.

Now, NWA has to determine if they can justify the USA based call centers or if they should shut them down and outsource.

I would rather see them stay open in the USA. Many pax however would rather not pay the call center fee, if we complain about the $10.00 fee, the likelihood of the call centers being moved offshore increases.

What do we really want?

RC