Airline who dont care about keeping your business
Discussion
Bit gobsmacked this morning. I fly to dublin every week from Heathrow, so you would think I was a valued customer. But it seems not. Had a problem last night on the return flight with a new 'rule' that has been implemented by the airline that causes inconvenience and is a bit of a pain.
Stewardess when asked politely why this new rule was in place was very rude and pretty much told us to either follow the rule or get off the plane, and she couldnt explain why this rule had come about.
Tried to call customer services at the airline today, but you can only write to them , they have no phone number or email address. The lady I spoke to in reservations seemed to think this was perfectly normal. When I told her that if no one could explain why things had changed I would simply move all future bookings to another airline she was quite happy and asked me if I wanted to cancel the bookings now as I had her on the phone.
Now searching for another airline that might actually want my money....Cant believe in this age of modern communications that a customer service department will only communicate in writing - or fax apparently but who has one of those now !
Stewardess when asked politely why this new rule was in place was very rude and pretty much told us to either follow the rule or get off the plane, and she couldnt explain why this rule had come about.
Tried to call customer services at the airline today, but you can only write to them , they have no phone number or email address. The lady I spoke to in reservations seemed to think this was perfectly normal. When I told her that if no one could explain why things had changed I would simply move all future bookings to another airline she was quite happy and asked me if I wanted to cancel the bookings now as I had her on the phone.
Now searching for another airline that might actually want my money....Cant believe in this age of modern communications that a customer service department will only communicate in writing - or fax apparently but who has one of those now !
So what is the airline/rule?
I love how the woman called your bluff about cancelling your flights too
did you cancel them?
I remember trying to blag a discount on my mobile contract renewal. I went through the usual charade of being put through to cancellations expecting them to do the usual bend over backwards to keep me and they simply said the PAC number would be posted to me within a few days.
I love how the woman called your bluff about cancelling your flights too
did you cancel them? I remember trying to blag a discount on my mobile contract renewal. I went through the usual charade of being put through to cancellations expecting them to do the usual bend over backwards to keep me and they simply said the PAC number would be posted to me within a few days.
rpguk said:
I remember trying to blag a discount on my mobile contract renewal. I went through the usual charade of being put through to cancellations expecting them to do the usual bend over backwards to keep me and they simply said the PAC number would be posted to me within a few days.
You should have taken the PAC. The actual people who can deal then ring you up. Nerves of steel, that's what it takes to save a couple of pounds a month...LuS1fer said:
So it's now 13:00 and still no inkling of this new rule. How can we take the p*** if you don't tell us how savage this new rule is?
Its not savage at all, in fact is just a minor inconvenience - you cant use the coat hooks on the back of the seats for some reason. So on the flight out you have to either bundle your jacket into the overhead locker or keep it on - either way it gets creased and if keeping it on is not particularly comfortable when crammed into an economy seat. Now I sound like a whinger .. but if there is another airline that doesnt have the rule then its simple to use them instead and not have the problem at all.
Cant cancel the next 2 weeks flights but I have our travel people sorting out other flights and options for me.
I just find it mad that they dont have a customer service department at all. Its a national carrier and I am flying to dublin...
Doesn't seem to be new rule
You weren't in the exit row by any chance? There it is certainly a no-no to hang your coat up.
You weren't in the exit row by any chance? There it is certainly a no-no to hang your coat up.
Puggit said:
Only 2 airlines fly from LHR-DUB, and bmi have phone numbers for customer service.
So he's talking about Aer Lingus...
Cunning...So he's talking about Aer Lingus...
He should divest himself of all association and jack-it in.
Personally I find having other passengers on the flight inconvenient but it seems to be the norm. I see no reason for this rule but then some people think that the pep talk from the stewardesses actually has a use too....
Puggit said:
To the OP: It's not surprising the girl called your bluff, as I stated above, only 2 airlines fly LHR-DUB. Aer Lingus have 13 flights per day, and bmi have 4 (at crap times).
Despite having bmi status, I mostly find myself on Aer Lingus for convenience!
I have used BMI before so thats an option - Interesting that this rule has been in force for a long time. I've flown with them 6 times in the last 2 weeks , first time this has been said to me. Also the stewardess was picking on random people. Guy next to me was allowed to keep his on the hanger and I could see people in other rows with coats on hangers too. But she was targeting one or 2 people in each row to get rid of jackets but leaving the other people aloneDespite having bmi status, I mostly find myself on Aer Lingus for convenience!
Weird.
Oh and I called their booking line and they told me they werent aware of any requirement to remove jackets from hangers for takeoff.
Also their stewardesses arent very friendly or polite which annoys me (although it probably shouldnt).
Three things.
1 - airlines don't value customers, in fact as a rule they don't even know who the hell you are
2 - there's a very good reason why they make it hard to contact customer services, especially as it's very easy for a letter to get 'lost' in the post...
3 - the stewardess probably had PMT
I've always thought that the best way to approach air travel is to expect it to be crap, that way if it actually runs smoothly then it's a bonus.
1 - airlines don't value customers, in fact as a rule they don't even know who the hell you are
2 - there's a very good reason why they make it hard to contact customer services, especially as it's very easy for a letter to get 'lost' in the post...
3 - the stewardess probably had PMT
I've always thought that the best way to approach air travel is to expect it to be crap, that way if it actually runs smoothly then it's a bonus.
Rouleur said:
Three things.
I've always thought that the best way to approach air travel is to expect it to be crap, that way if it actually runs smoothly then it's a bonus.
This, plus I'm a bit baffled by some of the things they do.I've always thought that the best way to approach air travel is to expect it to be crap, that way if it actually runs smoothly then it's a bonus.
Schiphol, maybe it was a particularly bad experience but why do they give you a boarding time one hour before the plane departs, so you all turn up a bit before the boarding time, to find that the boarding time on your pass is actually gate opening time, so you queue for a while before going through security into a room that isn't big enough to hold all the passengers?
Then you all wait a while more, and then they perform the "boarding" operation which is the passport/id check and scanning the boarding passes so you pass into another area that isn't big enough to hold everybody, because you're still not allowed to get on the plane. So you all stand around waiting.
Then the flight and cabin crew turn up! WTF!!!!
So you and the flight crew stand about, finally the flight crew get on. After a bit the ground staff have to find the slightly disabled guy who needs a bit of assistance somewhere in the scrum.
Having got him on board then they announce we are ready for boarding, and just as everybody has lumbered up to the door they decide that it's now, business and Elite members only and start enforcing it in a narrow corridor so people who were quick off the mark either block the way or have to force their way back against the stream.
What I want to know is, if you click "Like" on the Schiphol Facebook page you get entered into a competition for an iPad2. Fortunately there is no Dislike button otherwise I might end up owing them an iPad.
And then there is Birmingham Airport, rarely use it but I always have hope that I will not be disappointed again and as usual they didn't let me down and they disappointed.
Looking to see which terminal the flight went from, one sees that they have rebranded and combined T1 and T2 into one terminal. So where does one check in? Find the check in desk numbers online but no plan available as to where these desks are, and it's important as you need to know to decide which car park to use. So take a guess when prebooking.
Turn up and find that the T1 and T2 amalgamation is in name only and physically the check in desks are sprayed all over like they used to be years back and now faced with a walk from the crummy car park with jammed too small manual doors right to the other end of the airport.
So immediately reminded why don't use the crummy place more often.
bigdods said:
Bit gobsmacked this morning. I fly to dublin every week from Heathrow, so you would think I was a valued customer. But it seems not. Had a problem last night on the return flight with a new 'rule' that has been implemented by the airline that causes inconvenience and is a bit of a pain.
Stewardess when asked politely why this new rule was in place was very rude and pretty much told us to either follow the rule or get off the plane, and she couldnt explain why this rule had come about.
Tried to call customer services at the airline today, but you can only write to them , they have no phone number or email address. The lady I spoke to in reservations seemed to think this was perfectly normal. When I told her that if no one could explain why things had changed I would simply move all future bookings to another airline she was quite happy and asked me if I wanted to cancel the bookings now as I had her on the phone.
Now searching for another airline that might actually want my money....Cant believe in this age of modern communications that a customer service department will only communicate in writing - or fax apparently but who has one of those now !
What is it you expected?Stewardess when asked politely why this new rule was in place was very rude and pretty much told us to either follow the rule or get off the plane, and she couldnt explain why this rule had come about.
Tried to call customer services at the airline today, but you can only write to them , they have no phone number or email address. The lady I spoke to in reservations seemed to think this was perfectly normal. When I told her that if no one could explain why things had changed I would simply move all future bookings to another airline she was quite happy and asked me if I wanted to cancel the bookings now as I had her on the phone.
Now searching for another airline that might actually want my money....Cant believe in this age of modern communications that a customer service department will only communicate in writing - or fax apparently but who has one of those now !
Yes sir, you are right our policy change will have to be reversed right away, hold on a moment whilst we document it and circulate to all staff etc. Seriously you are one customer. Make your feelings known by all means but the way you described it I would guess there was a sigh of relief at the airline that they have unloaded mr coat hook obsessive to some other lot.
rich1231 said:
What is it you expected?
Yes sir, you are right our policy change will have to be reversed right away, hold on a moment whilst we document it and circulate to all staff etc. Seriously you are one customer. Make your feelings known by all means but the way you described it I would guess there was a sigh of relief at the airline that they have unloaded mr coat hook obsessive to some other lot.
Everyone that I heard her ask had the same question - why ? Never been asked before etc. and in chatting to the guys around me they were also regulars. On the plane I just complied (as you do when faced with a stroppy trolley dolly) but what irks me is that I cant call or even email the airline to find out more about this policy. And when talking to the reservations line they've never heard of this policy either.Yes sir, you are right our policy change will have to be reversed right away, hold on a moment whilst we document it and circulate to all staff etc. Seriously you are one customer. Make your feelings known by all means but the way you described it I would guess there was a sigh of relief at the airline that they have unloaded mr coat hook obsessive to some other lot.
And I didnt get stroppy as that never gets you anywhere, just put my case concisely and was told 'we dont have a customer service/relations department'
I think an earlier poster hit the nail on the head, only 2 airlines fly to dublin from heathrow, and only one at the right sort of times for commuting so they know we are stuck with them.
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