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Posts Tagged ‘Vueling’

Customer Service Do’s & Don’ts

February 1, 2010 3 comments

This past weekend I blogged about my poor customer service experience with Vueling, a Spanish low-cost airline who up until recently, based on personal experience, had been a shining example of innovation & customer service. Having completed the weekend experience on last night’s 21h45 flight back to Barcelona, allow me to recap where they went wrong & what they could have done better..

  • Initial Booking & On-line Check-in
    • What didn’t work
      • Joint booking assigned seats in different rows when plane seats are 80% unassigned
    • How it could be improved
      • Reservation engine that assigns seats considering joint bookings when seats are free
      • * side-note; the flight ended up being only at 70% capacity when it took off, which made matters worse.. obviously we then moved to adjoining seats
  • Response to Customer Complaint
    • What didn’t work
      • Getting a response (to my blog) in the name of the Vueling CEO telling me to look at their Cost Savings Policy as a justification.. totally irrelevant (I hope!!) to the topic at hand..
    • How it could be improved
      • I wrote the complaint in English & therefore being responded to in English would have helped.. fortunately I’m fluent in Spanish as well
      • A Customer Service representative that actually read my complaint and responded with an appropriate/relevant solution or explanation, instead of just treating me “like another complaint” that they’re obviously not going to action or follow-up
      • A response directly to me via my twitter post, as EasyJet did, instead of a broadcast message
      • Sign as “Customer Service Representative” instead of “Vueling CEO”
  • Return flight experience
    • What didn’t work
      • Again sitting in seats which weren’t adjoined.. seated across the isle this time, and again, as flight was 90% full, we switched to adjoined seats after take-off
      • ** Interestingly enough, by my wife giving up her seat, we were able to reunite another family who had been broken up by the same irrational policy
      • During one of the worst turbulent flights I’ve ever experienced, there was (1) no warning, (2) no acknowledgment or (3) any information about how much longer the turbulence might last.. I guess our safety & well being are also part of their Cost Saving measures (?!?!)
      • ** Compare this to an Iberia flight from São Paulo earlier this month when before embarking on a +9h flight.. still on the tarmac, the pilot advised that there would be turbulence at about the 6h30 mark into the flight.. ironically enough, Iberia now has a majority shareholding in Vueling through their initial low-fare interest Clickair
    • How it could be improved
      • Same as above in what concerns seating reservation engine.. it’s a simple few lines of code in their booking engine software that automatically allocate the next two available adjoining seats within a policy of rear to front seating assignment policy to try & persuade passengers to buy their seating arrangement
      • The plane had just crossed the same flight path within the last 45 to 60 minutes as the same crew that landed in Ibiza at 21h00 took us back at 21h45.. therefore.. (1) a small warning before taken-off about the violent turbulence ahead that might have saved a few very frightened passengers the shock of their lives.. (2) a warning just before we hit the violent turbulence as unfortunately these days people don’t take much notice of “only” lighting up the seat-belt signs.. (3) an acknowledgment that this turbulence is going to last another 20 minutes, which at least reassures me that it’s “under control” instead of allowing my creative imagination to start thinking about my will which I haven’t updated!

I can’t accept the argument that just because it’s a low-fare airline nothing can be done about it! Back in October of last year I had an issue with EasyJet and they went about it in a completely different fashion.

What did they do right?

  • Acknowledged my complaint
  • Followed-up when I wasn’t satisfied with their first attempt
  • Did something (corrective action) about it
  • Subsequently followed up to keep me informed as to their continuing efforts to improve customer service

It’s not really all that hard folks! It’s just a matter of listening 1st, engaging 2nd & taking corrective action 3rd.. the follow-up (4th) is a nice “icing on the cake”, or “the cherry on top” depending on how you prefer your cake 😉

This was an obvious Customer Service Experience gone wrong, and a lost opportunity to set the record straight. I’m actually a very forgiving customer, unless I feel that I’ve been totally disrespected. For those of you out there with company’s of your own, how effective is your customer service? Don’t just assume & be happy when you’re not receiving complaints, silence is not necessarily a good sign! (see below)

Can you afford the non returning customers? Is it really more cost effective to pay 4 times more (common industry bench-mark) for new customer acquisition than customer retention?

Vueling / Iberia Tricks – the low fare airline farse

January 28, 2010 4 comments

As a consumer, I hate to be taken advantage of! The consumer attention & care that airlines give these days is on the borderline of being criminal. No wonder they’re loosing money by the bucket loads!

What’s got me raving today is those so called “low-fare” flights! As if it weren’t enough that for the lure of a cheap fare, they charge you for every single inch they can, my most recent experience with Vueling (Spanish low-fare airline recently merged w/ Iberia) a few minutes ago is absolutely shameful! My wife & I are going away for a weekend trip to Ibiza, and chose not to pay anywhere from 3€ to 30€ (depending on seat choice) to assign ourselves a seat. The booking & online checking were made jointly, so obviously they know we’re flying together.

Their automated seating assignment put us into the very last rows, and to boot, put us into separate rows, when 3/4 of the plane is still empty! I have no issue with being put “toward” the rear for them to try & make some extra money by people choosing to sit more toward the front, but a joint booking & Vueling puts us in separate seats? In separate rows? Do you really think I don’t get the trick?

Sure, it’s a 30 minute flight & it’s cheap, but what has me furious is the “trick” to try & squeeze and extra buck out of you!

Shame on you Vueling!!! What used to be a good service that I would highly recommend to clients & friends. Now you’re just another provider on the list of poor customer service & consumer value!

For the other airlines out there, take care of your revenue sources, because choices are abundant!