Beyond Opinion

Today I heard that Delta has surveyed its frequent flyers to see how they would feel about charging to hear an American voice instead of one from India that they can't understand because of their accent, from articles such as this one. I don't see why Delta is conducting this survey. They should not do this. When someone calls a business for help, they expect to be able to communicate adequately with the person whom they talk with. All it takes is for a word to come across wrong, for example, Beale instead of bill, and misunderstandings occur. I feel a customer has every right to ask an agent to get another agent to talk with them if they can't understand what they are saying. This sounds like discrimination against Indians, and indeed one must be careful. Concentrate on the issue of being able to understand. Instead of asking for an American, a customer could simply ask for someone that they could understand better. But to charge people so that they can understand their agents is petty.

I hope that Delta does not go through with this. If they do, I will call for a boycott of Delta Airlines.