US Airways is repatriating some reservation call centre work from the Philippines after service problems
Sonal Chopra
Feb. 21, 2006

US Air did the right thing. They brought back to America outsourced services. It is expected Delta and other will follow suit (bring jobs back from India) to increase quality of customer service.

According to emdia reports, US Airways is repatriating some reservation call centre work from the Philippines after service problems threatened to disrupt the airline’s industry-leading revenue recovery.

The work had been outsourced to Manila by the old US Airways, which merged with smaller rival America West last September after two spells in bankruptcy protection to form the sixth-largest US carrier by sales.

Doug Parker, the former America West chief executive who leads the combined carrier, said management had found “some people [in Manila] who didn’t understand the airline”. It is hiring an initial 400 more staff at its US reservations centres to handle more complex passenger requests such as international flights.

Mr Parker said the airline was at the early stages of reviewing the problems in Manila and declined to say how many staff in the Philippines would be affected by the changes

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