Thought for the day..” Deposit happiness into your day, instead of withdrawing sadness”.
We are now in the 21st century (at least according to the Julian calendar) and we are surrounded by technology. Yet, despite all the technology, life is sometimes very trying. I made a mistake and purchased an air ticket with Emirates Airlines. I know now that it was a mistake, as I have experienced their customer ‘service’. Customer service are not words that I would use to describe the treatment that I received, because the people that I have dealt with clearly do not know the meaning of the words.
The conditions of my ticket stated that I was allowed to change the dates of travel. That is one reason that I bought that ticket, as the dates were very likely to change. First problem was that online if you tried to change your booking, you first had to cancel your current booking, not a wise thing to do until you are sure that there is another flight available. So the next step was to contact the online chat section to ask for help. There I was met by the most unhelpful staff ever. The first assistant (‘Mary’) refused to discuss or do anything with the booking, and kept saying that I should telephone in. Not only that, but she ended the conversation without warning as well. Tried again, but the next assistant was equally unhelpful. So what is the point of having ‘online chat’ if the people there are not actually going to do anything???
So reluctantly, I telephone in. Not just once or twice, but many times during the day, each time trying to get someone at EMIRATES airline to change my ticket. Usual story, nobody would do it, and I was passed from department to department. The end result was that a large part of the morning and afternoon were wasted on long (and for that read very long) telephone calls. Useless customer ‘service’ department. And to make matters worse, different people gave me different excuses. They just did not want to change the DATE of travel as I asked for. And remember, the ticket conditions said that I could change the date of travel.
So the next stage was to try email. 21st century, so of course, emails will make matters easy. WRONG. Emirates do not publish their email addresses, and when you ask their staff, they will tell you that Emirates does not have email addresses for Customer Service. And when you try and send emails to the addresses that you have already had messages from, they STUPIDLY send you a message back saying that the email address is no longer valid. It is just their way of telling you to get lost. If you want to pay for a ticket, then of course, no problems there, and they are delighted to make it all very easy online, but when you want to email them, then that is a different story. Any airline that hides its email addresses is a bad airline. An honest, open airline will not make it difficult for customers to contact it.
So having wasted a LOT of time on calls, online chats and trying to email, I am stuck with travel date that I do not want. What is the end result of this? Emirates have now guaranteed that I will NEVER make another booking with them. I know that there are decent, open and honest companies out there, and Emirates has proved that their customer ‘service’ is appalling. So Emirates have lost out in the long run. I have asked them for a full refund so that I can go and book with a quality airline (such as Qatar) but I guess that I will never hear from Emirates again. They have got my money already, and that is probably the end of story. But for me, it was the end of bookings with Emirates.
On the subject of customer service, I will quote some good words written by Mike Michalowicz. What he writes is very true, and the staff at Emirates should read these. Thanks to Mike Michalowicz for these words –
“The Four Phrases of Amazing Customer Service……..Want your customers to spread the word about your hotel or Restaurant? …….Start by surprising them with the best customer service they’ve ever gotten:
1. “I don’t know, but this is what I’m going to do.” You’re not always going to have the answer to every question at your fingertips, and your customers will understand that. What they expect in exchange, though, is honesty and follow-up. The key here is to make a clear commitment like, “I’ll call you by 5 p.m. with the answer,” and then keep that commitment.
2. “I am very sorry.” When you or your company make a mistake, the customer wants to hear you accept responsibility and apologize. Too many customer service reps have been trained not to accept responsibility, in some cases because they fear the legal record of having admitted failure.
3. “Yes.” “Yes” is what your customer wants to hear, and your goal should be to say that word whenever possible, especially if you’re working through a problem. Customers want progress.
4. “Is there anything else I can do for you?” Here’s your perfect wrap-up. Not only does this question give your customers the opportunity to bring up additional concerns, but it also lets them feel as if they’re in control. They can ask for additional information or can thank you for your spectacular service. Giving your customers the opportunity to raise additional concerns lets them know you value them enough to spend time ensuring they’re satisfied. Even if the customer called with a problem, if your customer service team can work through a resolution and end on a positive note, you can earn and keep those customers for life.
Source: Mike Michalowicz”
And today’s photo comes from the Korean capital of Seoul. Nothing to do with airlines, but a nice photo!
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