One of the frustrating things is that when things are going wrong, call centres are typically flooded.

For example AirNZ today.

MikeAqua:

 

One of the frustrating things is that when things are going wrong, call centres are typically flooded.

 

For example AirNZ today.

 

Given the weather today, do you mean literally or figuratively?

Horseychick:

 

Whenever someone says 'thanks for your patience' to me I always want to reply 'did I have a choice?' 

 

 

 

Agreed. Also, what do they do if you tell them you do not want the call "recorded for training purposes"?

Geektastic:

 

MikeAqua:

 

One of the frustrating things is that when things are going wrong, call centres are typically flooded.

 

For example AirNZ today.

 

 

 Given the weather today, do you mean literally or figuratively?

 

Literally.  Today lots of flights are being cancelled, so lots of passengers need to ring airlines but it's difficult to even get into the hold queue. 

The level of resourcing is so low, that when the support service is most needed it's effectively unavailable.  Remembering that these weather conditions were predicted days ago.

Airlines compound the chaos in these situations by: -

1) Making non-changeable fares cheaper (customers can't change their flight until they it has actually been cancelled).

2) Typically not cancelling flights until after passengers are at the airport.

 

"I apologise for the delay in replying to you and appreciate your patience on this matter.

 

 

 

 No.

What patience? Like I had any??

Geektastic:

 

 

 

Agreed. Also, what do they do if you tell them you do not want the call "recorded for training purposes"?

 

Typically they will end the call.