HELP BRING REAL AIRLINE CUSTOMER SERVICE BACK!!!
— “BRING BACK THE AIRPORT HELP DESK’ —-
This groupal is a petition to get all major airlines to have in place ‘disaster customer service procedures’ involving increased face-to-face staffing and improved/effective use of technology to aid passengers and customers at times of disaster.
Increasingly airlines use customer service technologies to ‘cut staffing costs’ and to distance themselves from customers, passengers and the general public, especially at time of great crisis and distress because of airline or airport service disruption.
In early 2010 across Europe flights where canceled on mass due to the Volcano crisis and at December in 2010 many airports across UK are ebing closed closed, flights canceled, leaving passengers without information, transport or a room for the night.
Airlines use customer service technologies such as 1-800 numbers and websites to refer customers and passengers to. Handing out pieces of paper at the airport, not helping them across the counter but telling them to go away and ‘call this number’ or ‘log onto our website’, only to find the telephone number is never answered, is invalid and the website only takes ‘new bookings’ if any at all. Some airlines (e.g., American Airlines) even charge customers per minute for calling the help line, paying to be left on hold indefiently.
This not only cause major distress to customers, but also to those members of society without internet access, limited funds to call from mobiles or without the necessary skills increasingly at a disadvantage.
Airlines have a LEGAL responsibility and a MORAL duty of care to IMPROVE their customer service operations and information provision activities, especially at times of disaster involving mass flight cancellations and/or delays.
Help us to help the 100′s of passengers who are stranded every year by signing this petition, tweet it out, share it with your friends …
Post created from: The floor in Terminal 3, Heathrow Airport with 1000′s of fellow passengers.
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