Renee Delk insists a Terminix technician didn’t visit her home. Terminix’s records say otherwise. So who’s right?
I thought I was upgrading my iPhone a few months ago. But that’s not all that got upgraded.
The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive.
Consider what happened to Virginia Bibliowicz’ father, who rented a car from Budget recently. Shortly after he picked up the vehicle in Knoxville, Tenn., he suffered a heart attack and died.
“When my sister and her husband returned the car later, Budget refused to let them pay the charges,” she says. “I think Budget and this rep should be commended, and they will certainly always have our business.”
When you have a customer service problem with a company, it can usually be cleared up with a quick phone call or email. Unless you’re dealing with an airline.
It seems air carriers like to shield themselves as much as possible from the traveling public, particularly when things go wrong. And I should know. I’m this site’s director of research, and it’s my job to connect people with companies.
Customer service isn’t what it used to be.
You’ve probably heard your parents or grandparents say it — heck, maybe you’ve said it — but other than vague memories of the way things were, you had no proof.
Well, now you do.
A new survey by Arizona State University reviews historical data on the customer experience going back to a 1976 White House study. It found the amount of people reporting customer problems climbed from 32 percent in the 1976 study to 45 percent in 2011, and then 50 percent in 2013.
As Juanita Centanni boarded a recent Cayman Airways flight from Tampa to Grand Cayman, she braced herself for an awful travel experience.
She remembered what happened to her on a domestic flight not so long ago, when she was recovering from rotator cuff surgery. Centanni, a retired government employee, wondered if one of the flight attendants could help with her carry-on bag.
“Ask one of the passengers,” the airline employee snapped.
So when a Cayman Airways attendant met her at the door without any prompting, offering to carry her luggage and stow it in the overhead compartment, she couldn’t believe it.
“I was amazed,” she says.
Airlines often speak from both sides of their mouth.
They say their seats are unique products, and loathe the idea of “commoditization” which says all seats are basically the same. At the same time, they’re unwilling to promise these amazing seats in writing. (In fact, most contracts won’t even guarantee your flight will run on schedule or even you’ll be offered transportation.) And they’re more than willing to overlook their uniqueness to sell you a codeshare ticket on another airline.
All of which brings us to Sandra Dekoj and her case against Hainan Airlines. She asserts that her travel agent sold her a seat on a spanking new Hainan 787, but that she ended up flying on a dilapidated Airbus instead. And that package, which included a one-night hotel stay in Beijing, did not meet her expectations.
She wants a full refund, and she wants me to help her get it.