Well, Judge, I am afraid that link does not make your point.. in fact it makes the opposite point. The customer left his mobile phone on the plane. All he wanted to know was whether the phone was handed in. He was not blaming the company, not claiming compensation...just wanted to know, was it handed in. He got delta type service. Failure to return calls, the run around and lies, obnoxious "customer care" staff and when he finally found an employee who had more than 2 brain cells, she resolved his query, ie. she confirmed that no-one had handed the phone in. Whole event over. Judge.. you seem locked into thinking the customer is attacking the airline just by asking a simple question. Here is what happened when the employee responded to his questions appropriately:
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a very nice lady who has nothing to do with lost property at all jumps onto her database and within seconds establishes that my cell phone type has never been found on any Air NZ or Quantas flight in the past three months! As simple as that. Thank you very much and have a nice day! That's all I wanted to know
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Had AirNZ called him back first time and told him that, it would have been over, the customer would have been satisfied and the whole saga needn't have happened. The folly of airlines cutting customer service to the bone is that it leaves customers angry, frustrated and ultimately takes up more time trying to solve the problems not just of the original complaint, but mopping up the mess left by the morons who can't seem to resolve the problem first time. I can't see anything wrong with what this passenger did.