American Airlines shifts Asia Pacific call center operations to India
09 Mar 2007
New Delhi: American Airlines, a founding member of the oneworld Alliance, has announced the shifting of its Asia Pacific call centre operations from Australia to India. American, the world's largest airline, has appointed Bird Information Systems Pvt Ltd (BIS) to provide call centre services for travel related queries of its customers in India and the Asia Pacific region.
This agreement follows an earlier City Ticket Office (CTO) agreement, which American Airlines had signed with the Bird Group last year. The Bird Group is a leading technology provider of automated aviation and travel related software solutions.
American Airlines currently operates a daily Delhi-Chicago nonstop service with connections to more than 125 cities in the United States from Chicago.
Under the terms of this long-term contract signed between the two companies, Bird Information Systems will provide American call centre services 24 X 7, 365 days a year. These will include handling all customer requests related to travel bookings, reservation, fares, ticketing (including e-tickets) and other general information related to the airline. Currently, outsourced CTO operations run in four major cities, namely Delhi, Mumbai, Chennai and Bangalore. The outsourced call centre operations will be run from a state-of the art office located at New Delhi's Connaught Place.
American Airlines is the world's largest airline. Along with its sister airlines, American Eagle and the AmericanConnection, it serves 250 cities in over 40 countries with more than 4,000 daily flights. The combined network fleet numbers more than 1,000 aircraft.
