I had an experience with a certain airline carrier that I just have to share.
I arrived at the airport several hours before my scheduled departure so I headed over to the reservations counter to enquire about getting onto an earlier flight.
I stood in the line (which did not take too long) and waited in the front for several minutes while an attendant looked very busy and official doing something. She eventually turned, looked at me and said "NEXT!"
I sauntered over to her counter but before I got there, someone exited the reservations office and began a discussion with her. After a minute of waiting and n0t being acknowledged, I said something which I admit was a little confrontational, asking her if I should join the queue again.
Her response - "BE PATIENT!"
After my "Excuse Me?" she tried to soften her mistake with "If you would like, you can join the queue", but I think her ego could not resist it and she ended with her initial "otherwise BE PATIENT!"
I have to add in that she was busy with someone who was not a customer.
I was a bit angry and responded with my "Do not speak to me like that!" and by this time the counter next door had become vacant and so my colleague (who had joined me and was watching all this unfold) and I moved across. While he made the enquiry I did something I probably should not have, and took a photo of the attendant. (I wanted to show the manager I intended reporting this too whom I had dealt with). She then said something to the attendant dealing with us in Zulu, not knowing that my colleague speaks it quite well. Her instruction to her associate - "Do not help them. If you do I will just reverse it any way!"
She was a bit embarrased when she realised we understood her but now we had 2 belligerent attendants refusing to help us.
I found the shift manager, and asked if we could discuss what had happened in the privacy of an office as I did not which to make a scene. It began ok, but then the discussion centred around the photo I had taken.
I was asked what I wanted. "To Change My Booking!" is all I said.
The manager asked me to delete the photo, and after doing so, continued to inform me that:
1. If I wished top complain, I would have to email customer services and that,
2. After the manager had finished discussing the matter with said attendant, she would assist me with my changes.
Interesting point on customer service - If you want to hack your customer off even more, deal with your internal garbage before assisting your customer with their query!
In the background I heard the announcement that the flight I was trying to get onto had just departed!!
You will excuse me if I choose to air this as oppose to make a complaint to customer service. Following is a response from a previous enquiry for assistance from their customer service department. Notice the date of enquiry and the date of response!
Case Reference No. COM2448615
To: Mr A Nell -
From: Voyager Service Centre
Date: 06 June 2008
Re: Query Voyager Department
Dear Mr A Nell
We acknowledge receipt of your query dated 08/02/2008 and are pleased to
be of assistance.
Our Voyager call centre has experienced an extremely high volume of calls
lately and we ask for your patience in getting through to an agent.
Please could you keep trying on (011) 978-1234 or our share call line 0860
003 145. We apologise for the inconvenience caused.
Alternatively you can resubmit your query and fax to (011) 978-1551, this
will enable us to assist your query.
We sincerely apologise for the delay in response.
For ease of reference in future correspondence regarding this enquiry,
please quote your case reference number as provided above.
Regards
Voyager Support Services
FINAL NOTE
I probably have spent at least R500,000 in the last 5 years on flights with this carrier but after this episode, will likely give alot of that business to other local carriers - my fear is that they are all just as bad as one another!
Andre
