I just returned from a hockey tournament in Montreal. I’ve been dealing with the Air Canada baggage claim department over the last 4 days because I still haven’t received my suitcase from Thursday’s flight. After endless calls and spending close to 4 hours on the phone and with no suitcase in my hands, I have decided to write a formal complaint to Air Canada about my grievances.
I quickly came to discover that Air Canada out sources their baggage claim Call Centre to India. It’s interesting to see the different types of jobs and industries that are outsourcing services to India. I’ve seen a lot of software development being outsourced, and now it appears that call centres are also being outsourced.
The issue I took with this type of operation is the fact that this person is thousands of kilometers away and they haven’t a clue where Toronto or Montreal is on the map and what I found is that they are not the least concerned about following through with ensuring your bag is shipped to the proper location. It was as if they were reading from a manual and there was no flexibility to help service the customer. Even after more than a dozen phone calls I heard the exact same repetitive broken record.
One lady repeated this line about 8 times in one conversation. “Sir, I do understand your concerns.” There was no follow up with “this is how I will address your concerns”. It was just simply “Sir, I do understand your concerns”, over and over and over again; hence the robots from India.