Virgin on the hopeless
Airline V Australia may have strong branding, but the customer experience is a nightmare, if a test given to the brand by B&T magazine is anything to go by.
The mag’s Mystery Shopper gave the customer service phoneline for the new airline a test drive.
The first time, it was kept on hold for 30 minutes before giving up; the secoond time for 10 minutes. Even a call for a business class seat took six minutes to be answered.
Let’s hope the reason was because bookings were pouring in so fast.
Cardinal error! If you don’t get that right in the beginning, then people don’t come back. Saving a few bucks on staffing the line properly has probably cost them a good few thousand.
I can relate to this spray. Two weeks ago I spent one hour holding to speak to someone about their new V service, while working away on my computer. I eventually hung up in disgust and sent them an email via their website complaint line.
Do you think I ever heard back from them? Still waiting…One has to ask why they would spend all that money advertising when their customers can’t even speak to them?!
Our national carrier isn’t that much better. On three separate occassions I tried to call Qantas frequent flyer program with no joy. The longest hold on those calls was 30mins the shortest 15 mins.
What’s with these guys, you’d swear it was boom times for the airlines, they just don’t seem to care.