Traveler
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Posts Tagged ‘customer service’

15
Jul

It is all about customer service

Posted in Airline Industry  by Traveler on July 15th, 2009

This is to illustrate the importance of customer service.

I will reproduce the entire post here. You can read the original at Andy Azula site

Dear Delta:

I am a frequent-flyer with Platinum status on Delta. And one of your biggest fans.

I’m also the guy in those UPS Whiteboard commercials on TV. And I’m not just the actor. I’m also am the creative director at the ad agency who creates the advertising for UPS.

On June 18th I flew Delta for the last time. As of now, I cannot imagine ever stepping foot on another Delta airplane.

Because on June 18th, things went wrong. Very, very wrong.

On that morning, my wife and two children (7 year old twins), got up at 4 am in order to catch the first flight from our home in Richmond, VA to Atlanta. It was a business trip mixed in with a family vacation. You see, my parents live in Atlanta and my children hadn’t seen their grandparents for quite some time. As you can imagine, we were all very excited.

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12
Oct

Spirit Air - The worse customer service ever

Posted in Airline Industry  by Traveler on October 12th, 2008

Spirit Airlines seems to forget that they exist thanks to their customer, and they have also forgotten the most basic strategy for the survival of any company not matter who big or small: good customer service. But then again when not even its CEO cares about the customer, what can you expect from the rest of the employees.

Yesterday one of my cousins came over my house to help him find a good deal on airline tickets from South Florida to Las Vegas. Since I got a good deal before on  Spirit, I went to their site and got them a decent price on a round trip Fort Lauderdale – Las Vegas.

During the booking I entered his information, along with his wife and son. Spirit Air gave me the quote and I proceeded to the check out. Immediately after the payment was completed, I noticed that they had charged him for only two passengers instead of three. I soon realized that because my cousin’s name and his son’s name are the same, Spirit booking system rejected the third passenger thinking that I had entered the same person twice (even thought I had put his son’s middle name to distinguish it from his)

I quickly called Spirit Air to clarify the error and include the third passenger in the reservation. To my surprise, Spirit Air wanted to charge an extra $10.00 fee to change the reservation! No matter how much I argued with the customer service person and even her supervisor, they wouldn’t budge. My cousin was left with only two options: either pay the $10.00 fee or pay a $90.00 per person and cancel the reservation and re do it again. Just when I was about to scale my complain to the next person in command, my cousin gave up and agreed to pay the $10.00.

Obviously this is not about the $10.00. This is about a company who wouldn’t even acknowledge their own mistake and do something to remedy the situation. I have heard plenty of complains about absurd fees and bad customer services that plagues the travel industry, but I think this one tops the charts.

As far as I am concern, if you find a competitive rate, fly with a company that really cares about its customer.

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