Originally Posted by
raz
as we have said before how an airline communicates when things go wrong can be very telling. Currently in the us heading home next week.
Had already read stuff and herald and noted cancelled flights re 787s disruption...no lax flights included. In addition, did not expect a problem as booked on 777s on the way back to auckland. Received no email or txt updates of further cancelations. Thought i would look at the detail air site..just as much from a shareholder interest...and there is lax flights cancelled and some rescheduled 12 hours earlier and not inline with our domestic us connection flight for our outbound flight...
So onto the call centre..wait time..international call... 1 hour 40 min on hold....hmmmm
then things improved..brilliant call centre operator..looks at our options and help us make new flights work...no extra cost..no hassle..tried a few questions to test her and clearly highly trained to de-escalate the situation.
So the people side was exceptional..it and communication side..needs improvement...