Originally Posted by
ElZilcho
PR has been terrible yes, as the Exco need to say what they mean and not simply infer through management speak. However, are things really so different across the ditch? Or anywhere in the World where Airlines are not legally required to refund? (genuine question as I haven't really being following it).
Not sure how many of you (or the general public) have worked in a call centre before, but you simply cannot throw more staff into one overnight and call it a day. Assuming there's enough floor space, they need desks, chairs, phones which the IT guys need to patch back tho the main switch.. assuming it's not full. They need training... now try do all that during level 4 lockdown (our call centre hasn't been sent offshore yet).
So my question to the PPrune panel of experts, how should it of been handled differently? How does one reduce wait times in a call centre when the Government has locked the country down? How do you roll out new software to deal with credits overnight?
Worlds going to **** yet somehow there's also infinite resources to deal with customer demands.
I didn't have any trouble getting a hold of the call centre during the depths of level 4. May have been lucky? Only since. Just seems to me they have done a "Jetstar" and purposely gone out of their way to make customers lives hard particularly around the refunds for genuinely refundable tickets and those trying to meaningfully use their credit without getting stung extra.
There's been a definite and intentional shift in how customers are being treated and it's at odds with the "So, Thrive" paragraphs in Gregs recent email.