I can't remember the last time I had a bad phone agent with CO. Contrast that with NW and DL -- I can't remember the last time I had a good phone agent that was fluent in English, understood what I was asking, and was patient enough to consider all of the available options, with either of them.

Many kudos to CO for not outsourcing its call centers, even if it costs more. It's definitely an investment that pays off in increased customer satisfaction.