Crazy Process = Lots of frustration! - Raj Wadhwani - ContactCenterWorld.com Blog
I have to tell you about this crazy situation - I was sent a voucher by Qantas (Australian airline) because they failed to deliver services earlier this year that I had paid for. First they sent me the wrong voucher amount and when i questioned this they told me they had been told it was X - I said it was more and they disputed this. I offered to send them a letter I had received and first they said no. They came back to me and asked me for it! seems communication is a problem at Qantas. Then I went to use the voucher - it has a unique number which I could only use on a phone reservation (probably got charged for the phone booking!) and then I was told I had to send the voucher back to LA where it was issued before I could get my ticket issued! How crazy is that? what a waste of resources - Qantas needs to get their act sorted out - service really sucks and if they are not making any, or much money, they should look at their business practices especially communication internally and how they manage service issues with vouchers. Anyone else had any issues with any companies where processes are ridiculous? tell me please!
Publish Date: May 5, 2011 10:00 PM