Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

News : Air Malta Passengers Report Customer Care Problems

#contactcenterworld

Valletta, Malta, June, 2020 -- Air Malta's customer service line was temporarily unavailable to some customers on Wednesday afternoon who said they had been unable to reach the airline just weeks before a flight ban is lifted on July 1.

Irate customers said they had been met with a dead phone line when trying to get through. Repeated attempts by Times of Malta to get through to the airline's helpline on Wednesday afternoon proved futile.

An Air Malta spokesperson, however, said that their call centre was working as normal and that there were no connectivity issues. Times of Malta subsequently managed to get through to an operator.

"We have data from our call centre showing that calls are coming in," the spokesperson said. They did not exclude the possibility that call lines had been temporarily overloaded.

Airlines across the globe have faced a flood of customer service requests over recent months following global aviation shutdowns.

Ring2 Dashboards & Wallboards Free Trial

"I'm livid," one customer told Times of Malta.

"I've been trying to get through to them for two days but can't seem to find a working phone number. The ones listed online don't seem to work anymore".

Other customers said they had contacted the airline on Facebook Messenger on Tuesday and Wednesday, but had also not received any reply to their queries.

Air Malta scores 1.8 out of 5 on global review platform Trustpilot, with many poor reviews coming from clients who said they were unable to obtain a refund for cancelled flights.

Flights to and from Malta were banned in March as part of efforts to control the coronavirus outbreak. Since then, the airline has been encouraging passengers to postpone travel plans instead of cancelling them, in an attempt to reduce losses.

Apart from refunds, the airline has also offered passengers whose travels were disrupted by the outbreak the option of booking a new trip within a year, booking the same flight when they are ready to travel again and getting a travel voucher.

An air travel ban will be lifted on July 1, when Air Malta will resume flights to seven European airports. While the airline has been busy promoting flights to those destinations, half of Air Malta's pilots were made redundant on Friday.

The move came after Air Malta said it was unable to match the "unreasonable" demands made by the union representing them.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofmalta.com


About Air Malta:
Company LogoAir Malta plc is the national airline of Malta, headquartered at Malta International Airport in Luqa. It operates services to 36 destinations in Europe, Middle East and North Africa. The airline's hub and base is at Malta International Airport.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Monday, June 15, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8243 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =