Saturday, December 23, 2006
Tell people something...!
I'm still at home in London, having been supposed to be flying out with my wife to Geneva on Thursday to visit her mother for Christmas. Personally, I blame the fog! But, seriously, I have been fairly unimpressed with the airline and airport integrated communications systems: airport sites held rudimentary messages pointing you to airline sites for more information, unfortunately, Swiss (International Air) with whom we were flying had not a single message about the fog-related cancellations on its site: no information as to whether to turn up to the airport or not, whether flights would be cancelled or not... OK, so move to the telephone - where none of the numbers listed appear to be in working order. So we rang numbers in Switzerland, but could not get through - in the end we were lucky, and managed to get in contact with the airline first thing the next morning - but what I am wondering is "why make it so difficult to let your customers know what is going on?". There was chaos at Heathrow, and I'm sure some of this is down to the fact that people HAD to turn up to the airport to even get close to speaking to someone or finding out what was going on. In our case, in the end, Swiss were as helpful as one could expect given the circumstances and time of year, but only once we had jumped through hoops to get in touch with them. So, where next, customer service?