Comment by timcobb

Right but it's not like they don't know about flying and can't be instructed and coached? I don't mean to me dismissive, maybe (quite possibly) things are more complicated than that, but ...? Like, okay when an Indian person is working for an Indian airline they're instructed "hey, here's the departures binder." But when they're hired by Lufthansa they get oriented using whatever system and processes are in place at that company. And "hey, don't be rude. To western people, here's what that means beyond what's intuitive to you." How does their previous experience with a binder mean they can't relate to you on a support call?