Delta to Outsource Reservations Functions

Delta Air Lines

has reached agreements with two vendors to handle select customer reservations functions. The unique partnerships, the first of their kind by a U.S. airline, will reduce distribution costs and improve the customer travel experience.
“This new agreement enables us to redirect Reservation Sales employees to handling the real-time needs of Delta`s customers, whether those customers are calling from home, office or from an airport,” said Debbie Siek, vice president - Reservation Sales and Customer Care. “By leveraging our global distribution capabilities, we are using innovative approaches to improve our customers` travel experience.”

Delta has selected two vendors, Sykes Enterprises

, working with its facility in the Philippines, and Spectramind eServices Pvt Ltd, a subsidiary of Wipro Limited

, working with its facility in Mumbai, India.


“Both companies are well-regarded in the call center industry, and will provide significant cost savings and productivity improvements to Delta,” Siek said. “The partnership is not expected to impact employment in Delta`s Reservation Sales Contact Centers at this time.”

Siek said that with the agreement, Delta expects to realize initial distribution cost savings of up to $12-15 million annually phased in over a two-year period.

Separately, Delta recently announced plans to charge for alcoholic beverages served in the economy cabin on international flights. Beginning October 15, the airline will charge USD4 for alcohol, including beer, wine and spirits on its international flights between the United States and Europe, India, Japan, Argentina, Brazil and Chile. On March 1, 2003, the carrier will phase in the charge on its remaining Mexican, Central and South American flights.

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