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A New Way to Tell Your Airline You Hate It

bloomberg.com

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Re: A New Way to Tell Your Airline You Hate It

#3

Post by nxsynonym »

Spivak wrote: post #2

I get that it's a catchy title and all, but give the airlines a chance here. This seems like a genuine attempt to provide better customer service and we should applaud companies for actually bothering to try.

I'm all for better customer service, especially as a customer.

But I question the motives - is it a way to improve customer service or is it really just a shroud to help cut down on the "social media dirty laundry" posts?

As much as I applaud the idea of quick issue-resolution via text, I don't think texting will actually solve 90% of the issues customers face.

Re: A New Way to Tell Your Airline You Hate It

#4

Post by newscracker »

Slightly off topic. As someone who values privacy a lot and doesn't give out phone numbers much at all, I prefer other ways to communicate with service providers where the user identifier is easier to switch/change (changing one's phone number is a lot more tedious than changing email addresses because many people, at least from the last two decades, have the habit of using multiple email addresses segregated by usage but have just one phone number).

Re: A New Way to Tell Your Airline You Hate It

#6

Post by Sleeep »

nxsynonym wrote: post #3
Spivak wrote: post #2

I get that it's a catchy title and all, but give the airlines a chance here. This seems like a genuine attempt to provide better customer service and we should applaud companies for actually bothering to try.

I'm all for better customer service, especially as a customer. But I question the motives - is it a way to improve customer service or is it really just a shroud to help cut down on the "social media dirty laundry" posts? As much as I applaud the idea of quick issue-resolution via text, I don't think texting will actually solve 90% of the issues customers face.

I get it though.

You can text in situations you can't/shouldn't call, such as on the can or while someone is sleeping.

You may want to get quick business done in public place but don't want to annoy bystanders or have them listen in on personal information you may want to talk about.

Texting a question and waiting for an answer is waaaayyy better than sitting on hold listening to elevator music interrupted by "your call is important to us."

Title is stupid though.

Re: A New Way to Tell Your Airline You Hate It

#7

Post by ryanmarsh »

I fly weekly. After every flight and almost every phone call I get an email requesting I take a survey. Knowing how metrics driven most big companies are (I'm a consultant) I have to assume that for all the complaining nobody is filling out these surveys. When I fill them out things happen. Every time I give a negative review I find myself higher in the upgrade list or upgraded outright. It's actually a "hack" another frequent traveler taught me. Give negative reviews, get more upgrades.

Forgive typos I typed this on an iPhone

Re: A New Way to Tell Your Airline You Hate It

#8

Post by Sleeep »

newscracker wrote: post #4

Slightly off topic. As someone who values privacy a lot and doesn't give out phone numbers much at all, I prefer other ways to communicate with service providers where the user identifier is easier to switch/change (changing one's phone number is a lot more tedious than changing email addresses because many people, at least from the last two decades, have the habit of using multiple email addresses segregated by usag…

It's slow but pretty much all banks have a "secure messaging" system on their website. I don't know about airlines though.
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