From the moment you log onto their website to purchase tickets to the final moment you gather your luggage, you have to be able to feel secure that if a problem arises the company will help you fix the issue and allow it to go as seamlessly as possible. I recently purchased several tickets on United via their website. Everything seemed to go just fine. When I was booking a future trip to San Francisco I noticed the price was a bit steep from the other guys that had already bought the tickets, but I thought since they bought the tickets earlier the prices probably had gone up.
After receiving my itineray online, I had noticed that I had not booked a return ticket. You would think with the amount of traveling and online bookings that I do that I would be able to correctly book a ticket. Do not worry I got razed from the guys too. So I had to fix the problem.
I gave United's customer service number a call, and went through the normal route of pushing numbers and saying my frequent flier number to a computer. I had this idea that I would probably be on hold for hours on end just to speak to a computer again. But I was very wrong. The operator answered using my name, being very pleasant, and giving the impression she was very caring.
We resolved the issue without issue, she worked the system and ended up booking me a cheaper flight, waving the $100 re-booking fee, made sure I was on the flights I wanted to be on, and made sure I got the seats I wanted.
I am not saying that United is the perfect company when it comes to customer service. I have had some issues with United before. But in all my experiences, I have accumulated some key things to keep in mind when talking to customer services in the airline industry.
1. Be NICE! It probably is not their personal fault in regards to your issue or problem. If you are nice they are more willing to help you out. People can tell if you are mad, angry, happy, pleasant, or whatever your emotion through your voice on the phone.
2. Keep in mind it is a business. They have to follow the rules. Do not ask them to bend the rules "just for you." This could cause more problems in the long run. Do not try to get out of paying fees. Most of the time frequent fliers get more perks but do not expect the airlines to give you special treatment.
Customer Service is something that is vital to any company. Customer service in the airline industry is extremely important though. It is not just a ticket to a destination you are buying but a whole package. You are greeted by ticket agents; checked in at the gate by agents, smiled and greeted at the plane by your flight attendants, and at the very end given a very warm good-bye by the pilots.
So when you fly you associate your experience on the whole package. The ticket, the flight, the comfort levels, and even customer service. So choose an airline you feel most comfortable flying and one that gives you the best service.
» Airline Customer Service: Tips for Customers from CustomersAreAlways
One of my favorite airlines to fly is Southwest Airlines, not only because they have great fares, but there aren't seat assignments - it's basically first come, first serve. Plus, the nuts are yummy! (I'm so easily pleased, you know). ... [Read More]
Tracked on: March 8, 2006 10:07 PM | Permalink to Trackback