Delta says it's no longer outsourcing reservation calls to India.
Why? The move was made in response to years of complaints by American customers who say they sometimes have a tremendous amount of difficulty understanding the foreign telephone workers.
Richard Anderson, the airline's chief executive, told employees in a recorded message Thursday night that Delta had stopped forwarding calls to India in the first quarter and would be bringing the function back in-house in the United States.
"The customer acceptance of call centers in foreign countries is low and our customers were not shy about letting us have that feedback,'' he said.
Delta employed about 4,500 call-center workers in the United States after it ended its outsourcing operations in India, said Kent Landers, a Delta spokesman, in an e-mail.
While it has closed shop in India, the carrier will maintain its centers in Jamaica and South Africa, Landers said.
Delta's retrenchment comes about two months after United said it would pull 165 call-center jobs back to the United States to improve customer service.