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All Eyes
Elaine Baird talks to a customer on the phone as she works from her home in Odessa for Delta Airlines.
[KATHLEEN FLYNN | Times]
Elaine Baird talks to a customer on the phone as she works from her home in Odessa for Delta Airlines.
Working life

Airline workers take the job home

The rapid shift of consumers buying airline seats over the Internet, plus a decline in travel from the recession, has dramatically changed the work life of reservations agents. As call volume dropped in recent years, financially struggling airlines have cut reservations agents and shut reservations centers. Now more agents work from home. And they're taking on customer service tasks unimaginable less than a decade ago.
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