Delta to End Outsourced Customer Service

Contributing Editor Carl Unger believes that every trip is worth taking. He loves an extended trip to Europe as much as he enjoys exploring the towns and landscape near home. Basically, you'll find him wherever there is good food, fresh air, and plenty of stories to bring home.

Carl has been writing for SmarterTravel since 2005. His travel writing has also appeared on USA Today and the About.com Boston travel guide.

The Handy Item I Always Pack: "It's not revolutionary, but a small Moleskine notebook is my one travel must-have. It's great for noting things you want to remember and it takes up hardly any space in your bag."

Ultimate Bucket List Experience: "Japan. I'd love to take a month off and visit the cities, temples, and countryside. I'm fascinated by the country's juxtaposition of ancient traditions and modern ambitions."

Travel Motto: “Why do you go away? So that you can come back. So that you can see the place you came from with new eyes and extra colors. And the people there see you differently, too. Coming back to where you started is not the same as never leaving.” –Terry Pratchett

Aisle, Window, or Middle Seat: "Window."

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Delta announced it will begin closing its foreign call centers and move all customer service operations to the U.S. The airline cited customer complaints when explaining the move, and said it stopped routing calls to off-shore call centers during the first three months of the year. The call centers were located in India.

This isn’t the first time an airline has closed its Indian-based customer service operations. United shut down its telephone operations entirely, and in the process closed an Indian call center that wasn’t popular with customers.

Unlike United, however, Delta will continue offering a customer service phone line. This is good, because if your opinions are any indication, travelers generally prefer using the phone when contacting an airline.

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