American Airlines shifts Asia Pacific call center to India

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American Airlines, a founding member of the oneworld^® Alliance, has announced the shifting of its Asia Pacific call center operations to India, from Australia. The world's largest airline has appointed Bird Information Systems Pvt. Ltd. (BIS), a leading technology provider of automated aviation and travel related software solutions, 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. 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 Private Limited will provide American Airlines the call centre services 24 X 7, 365 days a year to handle all customer requests relating to travel bookings, reservation, fares, ticketing (including E-Tickets) and other general information related to the airline. While the outsourced City Ticket Office operations run in four major cities namely Delhi, Mumbai, Chennai and Bangalore, the outsourced Call Center operations run from the state of the art office located at the heart of the commercial hub of Delhi in Connaught Place.

Commenting on the announcement, Ms. Nisha Maharaj Regional Manager, Indian Subcontinent, American Airlines, said, "At American Airlines our entire focus is on providing a seamless and unique flying experience to our customers. India is a strategic market for American Airlines and we are pleased with the excellent response received for our Delhi-Chicago nonstop service. Carrying forward our relationship with India, we are pleased to announce our Asia Pacific call center operations being shifted to India, in partnership with the Bird Group. Bird Group is a leader in travel technology and services industry and this partnership will ensure that qualified and experienced people in the airline industry will serve our customers' needs." 

 

Elaborating on the partnership, Ankur Bhatia, Executive Director, Bird Group said, "This partnership is yet another step towards strengthening our commitment to the travel and aviation industry as we facilitate easy information accessibility for travellers choosing to travel with American Airlines. This is particularly relevant in the context of the changing market dynamics today with increasing competition, lowering margins and booming operational costs, all of which can be managed better by successfully outsourcing non core processes to an expert in travel vertical like the Bird Group."

 

Customers calling to find out about the bookings, reservations, availability or any aspect of a flight are directed to the airline's call center. BIS assists customers with booking holiday packages, insurance and other travel related services in a timely and cost effective manner. BIS employees have work experience in the airline industry, or with travel agencies, or an IATA/UFTAA certification; and they are fluent in foreign languages as well.

 

Sourced From: Corporate Voice|Weber Shandwick