At some point bad publicity and service costs money. At some point.

Take this from an article in 2003 and then in 2009:

2003
Delta Air Lines Inc. has been losing money since the terrorist attacks on Sept. 11, 2001, and doesn't anticipate returning to profitability anytime soon. But the company is getting some relief from a decision to outsource parts of its call-center operations offshore, and is on track to save $26 million this year, said Gloria Richard, Delta's general manager of call-center partner relations.


2009
You may have noticed that Delta Air Lines is no longer outsourcing reservations calls to India. Why? For years, the airline says, it has received complaints from customers who prefer to speak to someone in the U.S. Delta began sending some reservations work to India in 2002 as a cost-cutting measure, and the carrier continues to operate foreign call centers in Jamaica and South Africa. United Airlines began outsourcing some reservations calls to India earlier in the decade, but some of the work has been brought back to the U.S. United also has call centers in Chicago, Detroit and Hawaii.