Delta Airlines and the "India Service Center".

[DawnCt1]

One of my pet peeves is getting the Indian service center when I call Delta. They have trouble understanding me, I have difficulty with the Hindi accent, let alone explaining what "tomorrow" is, etc. DS 27 is leaving tomorrow for Florida. I called to give them his FF number but he didn't have his confirmation number and neither did I. The first agent couldn't find him on the flight. I don't even think she found the flight. The second agent asked me when "tomorrow" was. Rather than explain it, I took it as a clue that I would be in for additional communication issues. I called back a third time and said; "Habla usted espanol?" The response was "Spanish desk", my answer, "Si". They don't understand "Si". You have to say yes. You are then transferred to a spanish speaking voice menu. You only need to understand enough spanish to hear the command to press one. When the agent answers and asks in Spanish if she can help you, just ask if they speak English. She did and beautifully. She found my son's reservation in 30 seconds, entered his FF number and that was that. I will never have to talk to India again!!!

 

[gallaj0]

That's a pretty clever way to get away from the Inida language barrier. I mat have to try it sometime. Thanks.

 

[VanniGirl]

Thanks for the great tip - I have to remember it the next time I have to call.

 

[Lisa loves Pooh]

Went to book my skymiles for Hawaii--but didn't know how to do it--so called to redeem them and they had no flights available. I asked how that was possible as I had a full page of flights on the internet in front of me. I got transferred. Well thank goodness for that. Trouble with the on-line stuff is my golden ticket and I conveniently have trouble whenever I call so that I will get transferred.

I complained and they said they get a lot of them. That the agents are supposed to know English. I said there is knowing and there is "knowing" and these agents do not have enough command of the English language to process calls properly.

 

[DawnCt1]

Went to book my skymiles for Hawaii--but didn't know how to do it--so called to redeem them and they had no flights available. I asked how that was possible as I had a full page of flights on the internet in front of me. I got transferred. Well thank goodness for that. Trouble with the on-line stuff is my golden ticket and I conveniently have trouble whenever I call so that I will get transferred.

I complained and they said they get a lot of them. That the agents are supposed to know English. I said there is knowing and there is "knowing" and these agents do not have enough command of the English language to process calls properly.

Were you able to book your Hawaii flight using Sky saver miles? How many seats did you need. We go in the summer and I call 330 days ahead....at midnight. Sometimes in the time it takes to get transferred for additional help the seats vanish. I book the outbound and then I book the return 17 or 18 days later. You have to ask for an extension since they don't hold the tickets more than 14 days and they don't seem to like to give extensions either.

 

[LukenDC]

I think that United also uses an Indian call center. I had a terrible time with them last December.

 

[Lisa loves Pooh]

Were you able to book your Hawaii flight using Sky saver miles? How many seats did you need. We go in the summer and I call 330 days ahead....at midnight. Sometimes in the time it takes to get transferred for additional help the seats vanish. I book the outbound and then I book the return 17 or 18 days later. You have to ask for an extension since they don't hold the tickets more than 14 days and they don't seem to like to give extensions either.

Well--I searched for ever in advance of booking and never saw sky saver and didn't believe they really existed.

At day 330 per all the advice..I looked---and low and behold--my choice of sky saver seats...now--not the greatest of choices (was trying to land early and the earliest arrival for SS was in the 4pm timeframe, long layover in Atlanta but that is okay)---but very pleased with the flights we booked. We booked 4 tickets for the outbound flight (you have a 2 week hold for them). When the return date popped up at the 330 mark..went in and booked the rest and redeemed the miles. It worked like such magical clock work. For kicks---I checked to see if outbound flights were still available and they were.

We fly in October--I booked in December I think. MCO to HNL via Atlanta.

I booked it all on-line as assured to me by the web agent that it would work and it did.

India was not aware of this practice and was of little help to confirm that when I booked outbound that I could go back and book the return.

 

[DawnCt1]

Well--I searched for ever in advance of booking and never saw sky saver and didn't believe they really existed.

At day 330 per all the advice..I looked---and low and behold--my choice of sky saver seats...now--not the greatest of choices (was trying to land early and the earliest arrival for SS was in the 4pm timeframe, long layover in Atlanta but that is okay)---but very pleased with the flights we booked. We booked 4 tickets for the outbound flight (you have a 2 week hold for them). When the return date popped up at the 330 mark..went in and booked the rest and redeemed the miles. It worked like such magical clock work. For kicks---I checked to see if outbound flights were still available and they were.

We fly in October--I booked in December I think. MCO to HNL via Atlanta.

I booked it all on-line as assured to me by the web agent that it would work and it did.

India was not aware of this practice and was of little help to confirm that when I booked outbound that I could go back and book the return.

The seats that I booked for August never showed up on the web site. In fact, you couldn't buy a seat at midnight when I booked. Summer seats go quickly. We like to stay longer than two weeks so I always call for an extension when its time to ticket. Getting back was tough too. DH and I are routed through LAX but the DSs had to route through SLC. Finally, LAX waitlist cleared so we are now all on the same flight. We have BDL to CVG to HNL with a 1:50 pm arrival. I am really happy with that.

 

[LoraJ]

I had such a major problem with them last month. I had booked my flight 4 months in advance and had my seats picked out and everything. Checked the night before to make sure I ahd my seats and I did. Get to the airport, they put us on standby. What?! They didn't have my reservation e-ticket or something. It was a mess.

We were very nervous about the whole standby thing and called Delta while at the airport because no one would help us there so we wanted to see if we had other options. I couldn't understand the woman at all. I was so frustrated and mentioned how i wished we could be on the next flight on Continental. She said I could get on the flight and to call Continental and give them this confirmation number and they'll put me on the flight. I was like are you sure? And she said yes.

I called Continental and told them what the Delta lady said and they laughed. I pretty much expected that. She had no clue what the Delta woman was thinking.

This is the second time that I had a problem with them. I think I will avoid Delta as much as possible in the future.

 

[DawnCt1]

This is the second time that I had a problem with them. I think I will avoid Delta as much as possible in the future.

I like Delta. There is no airline program that builds miles and rewards consumer loyalty faster than Delta with their American Express affiliation. If you can get past India, they will bend over backwards to help you. To avoid the whole voice menu thing when you first call, hit 9-4, 9-4. You will save a couple of minutes. And practice your Spanish.

 

[Aimeedyan]

What a great idea!!!

I called to talk to the benefits company handling my COBRA coverage and *they* were in India! I was sorta surprised, actually. They did understand and handle things better then Dell, I must say.

 

[yeartolate]

American's favor cheap flights over service,

We are getting what we pay for.

That being said, usually I have no difficulty understanding their English. In fact, their English seems more "proper' than that of many Americans. My problem is usually they are reading from a script of sorts - meaning they have no real in depth knowledge of their subject matter (in a citical thinking kind of way). They seem to be following computer based algorythms.

 

[Free4Life11]

Does Southwest use India call centers?

I've only called Southwest once a few years ago and it was most definitely not in India.

 

[Lisa loves Pooh]

American's favor cheap flights over service,

We are getting what we pay for.

That being said, usually I have no difficulty understanding their English. In fact, their English seems more "proper' than that of many Americans. My problem is usually they are reading from a script of sorts - meaning they have no real in depth knowledge of their subject matter (in a citical thinking kind of way). They seem to be following computer based algorythms.

I think you nailed it. They do seem to be on auto-pilot and as soon as you deviate from their script they get all on you.


In my complaint--while it is proper English--it is by no means fluent as they don't really have enough command of the English language to handle the call properly.

So common phrases that are grammatically correct--they do have a problem understanding. And when I have to slow down to robot-speak and--ennunciate--each--and--every--word--in--a--staccato--like--manner...so that they can understand a very simple question...that is too much work on my part and very irritating. I should be able to call an American company and speak in a normal speech pattern and be understood without having to repeat myself and soundling like an ESL instructor giving dictation.

This is with all due respect. I do call center work and often times I have to modify how I speak due to difficulties the customer may have due to hearing loss, their own speech issues, or difficulty of the inquiry. It is improper customer service to expect the customer to lower themselves to your standards. In the service industry--it is the responsibility of the agent to modify what they do in order to serve you better. I may ask the customer to slow down and speak clearly so that I can accurately obtain their information.

But to not be able to understand someone who is already speaking clearly--Delta would have as much success with hard of hearing agents b/c that is how bad it is in the exchange.

JMHO.

 

[Lisa loves Pooh]

Does Southwest use India call centers?

I dont' think so.

and cheap flights do not have to mean poor service--Southwest and JetBlue seem to have really good customer service and operate very efficiently. Other airlines just think that cut cut cutting is the answer.

 

[yeartolate]

I dont' think so.

and cheap flights do not have to mean poor service--Southwest and JetBlue seem to have really good customer service and operate very efficiently. Other airlines just think that cut cut cutting is the answer.

I have had better last minute deals on the "Major" airlines, but I keep my Jet Blue reservations despite taking a financial hit because I appreciate good customer service.

Heck, Jet Blue's "loyalty" program does me no good (to difficult to accrue enough in a year for me to benefit) but I stay with them because of good customer service.

 

[Caropooh]

I think that United also uses an Indian call center. I had a terrible time with them last December.

Yes, they have for about 2 years now. I worked in reservations for United until about 1 year ago. They closed our call center in Seattle. They INSISTED it had nothing to do with opening the center in India.

 

[jeanelle]

I had a huge problem with the Delta call in center in India. They totally screwed up my boss' reservation. They also could not answer most of my questions. She ended up transferring me to the frequent flyer line. The guy I talked to there told me to always call the line they have directly. That is what I will definitely do from now on.

Jeanelle

 

[Chicago526]

Thank goodness, the lines for the travel agents to call are still US call centers. Hopefully it will stay that way, when we (travel agents) call an airline it's usually for a complex situation. If the Indian call centers can't handle routine stuff like miles and reservations, I shudder to think what they'd do with a complex exchange!

 

[The LK 4]

Well, I'm glad to know I'm not alone. I had to call Delta two weeks ago about a $15 surcharge per ticket. I could not understand what the woman was saying to me about the fee. I just said 'thanks' and hung up. I told my DH I'll call back another day to talk to someone else.