Buying cheap
Another short post for the weekend, but one personally relevant.
The fact that I buy cheap and low-cost products, it DOESN’T mean I don’t care for quality and customer service.
I bought a couple of tickets on a Mexican Low-Cost airlines, that had been getting excellent reviews and so I decided to try it out for my weekend trip, but had some questions regarding the flight. In a very naive way I decided calling the customer service line would be a great way to clear my doubts and feel ready for my travel.
Once I was able to reach the call center, a computer generated male voice spoke:
“Thank you for calling Viva Airlines, the estimated time for your call to be answered is 18 minutes… there are 12 calls before yours…”
“Thank you for calling Viva Airlines, the estimated time for your call to be answered is 18 minutes… there are 10 calls before yours…”
“Thank you for calling Viva Airlines, the estimated time for your call to be answered is 16 minutes… there are 10 calls before yours…”
…and on, and on… and on!
Finally the call got in at around 24 minutes after the initial dial up. I had never had a more irritating and unpleasant call waiting in my life… and the fact that it comes from the airline I’ll be traveling, makes me even more nervous and, hate to admit it, scared.
If they’re offering a low-cost product, why can’t they offer a -OK- customer service? Isn’t it possible? I’d say it is, it’s just a matter or management and marketing priorities.
There it is, my say on today’s crappy phone call.
Sorry to hear about your frustration. My darkest moments of anger were triggered by similar scenarios! That company is probably in a classic, low-budget catch-22. Can’t upgrade systems because it’s struggling to make a profit as a low-cost airline, but faces poor customer satisfaction by skimping on necessary tech services. Very difficult balance in the airline industry…probably worth sticking with a brand name next time.