#2 Customer experience in the clouds ✈ – or how NOT to build customer experience

We would like to remind you that due to suspended flights, many people are currently faced with the task of contacting airlines to recover funds or obtain information about other options.

As we announced today, we have released the first conclusions from our analysis of 'Customer Service in the Clouds.' Our analysis relied on our experience with customer service quality in contacts with the following airlines: LOT, easyJet, Norwegian, KLM, Ryanair, WizzAir, British Airways, Alitalia, Vueling, Lufthansa, and AirArabia.

Today's post is about the hall of shame, and the next post will be about these good examples of building customer experience. So, here we go 🛫

❌ A few days before my trip, I received an email about my flight cancellation, informing me that the situation was exceptional and the airline was working on a solution. They also promised to contact me within two weeks with a simple procedure for a refund. Okay, nice. First impression: 5/5. Unfortunately, a month has passed and there's been no further information. The airline's website offers no information about refund options. Rating: 1/5.

❌ On the day of departure, a text message was sent informing the passenger that the return flight (round trip) had been canceled. The next day, air traffic was closed. The passenger missed the flight. Half an hour before the scheduled departure, the airline sent an email: 'We have noticed that you have missed your flight (...) in accordance with the Rules of Carriage (...) by forgoing a booking segment, the remaining segments of your journey are being canceled. As a result, your subsequent flights have been canceled.' The result? A complete lack of understanding from the passenger. How can a canceled flight be canceled? 🙂 Since then, there has been no communication from the airline about the possibility of a refund, and there is no information on the website. After a long search, a refund form was found – but since submitting the request, there has been no information about the process. Rating: 1/5.

❌ An email is sent informing passengers that their flight has been canceled. The day after this information is sent, the airline sends a message encouraging them to take advantage of the upgrade option. Rating: 1/5

❌ Shifting responsibility and refunds – airlines vs. ticket agents. So, what's a customer to do? Rating: 1/5

❌ There are no dedicated tabs/alerts on the airline's website where customers could find the necessary information about options and methods for recovering their funds. Rating: 1/5

❌ When a customer finally reaches the hotline (often after a very long wait), the consultants are unable to help or provide answers, suggesting they wait for information. There's a lack of empathy and understanding for the customer in communication, which intensifies negative emotions in customers. Rating: 1/5

❌ No way to contact them. The airline's website states that the hotline is overloaded and that 'please do not call.' This is actually a good message because it says: We know there are problems and we are anticipating questions. However, it also doesn't provide an alternative form of contact. The customer is left to their own devices. Rating: 2/5

❌ Sending messages without the recipient being able to respond. This is unfortunately a common practice, but it's very irritating for customers. Rating: 2/5

Some solutions, as you can see, leave little choice for the customer – they're left alone, lost in contradictory messages. That's why customer service is so important. A lack of empathy among consultants, unclear messages, and difficulty establishing rapport when emotions are running high all leave a negative mark on the customer's memory.