Here's a switch: A Major carrier opting to insource a formerly outsourced operation, and willing to shell out millions of dollars to do it. The carrier is US Airways and the operation is reservations. "We're beginning to insource at least part of reservations," says Executive VP-Sales and Marketing Scott Kirby. The reason? "Customer service and quality are not meeting our standards." Kirby has no idea how many passengers have been turned off by poor service. "All I can say is that it's ...

Subscribe to Access this Entire Article

"Dropped Connection" is part of ATW Plus, our online premium membership. Subscribing will provide you access to exclusive news, carefully researched airline financial, fleet and traffic data, plus the option to receive our popular, award-winning print magazine. To learn more, click here. If viewing via ATW Mobile, please login and click "Read web article" to view fully. Questions? ATWPlus@penton.com.