Zoom Airlines - how not to run customer service
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Zoom Airlines - how not to run customer service
Today, ladies and gents, Missus Great Circle is at STN awaiting the delayed departure of Z4 413 to YYZ. As she is married to a heavy bus driver she understands tech issues, safety and the like.
So, she would understand why her 76 bus is delayed - not an issue. But what she can't understand as she is now just boarding the Boyle Brothers tired 763:
1. Handlers at STN had no clue where the plane was - and it was at the 15.30 dpearture time. It's now 17.00 in the UK - and they might board. Maybe.
2. I sniffed around, and found out the plane was sitting beside it's sister ship at LGW, after coming in from AMS after having a tech issue solved by KL who have their contract. In tandem, Missus Great Circle speaks to Zoom's reservation agents in Glasgow, who tell her the plane is airborne. She calls to tell me it's such a smooth ride, she thinks she hasn't left the ground. I call the young lass in Glasgow to see what she says - and she said, it's taken off, and gives me an ETA - which is of course, rubbish.
3. I then call Z4 in Ottawa, who tell me the plane cannot possibly be in LGW, and I shouldn't listen to someone who wouldn't know. I explain it all to the lady - who then becomes irritated because I know more than her. She won't put me through to the dispatchers, nor to Boyle's office.
4. I call a buddy at LGW who tells me the aircraft is now pushed and on its way for the hop to STN, where it duly landed after about 20 mins. I phone the missus and tell her.
5. The agents still have no clue what is going on, until the Z4 Blue and White machine turns towards its stand....apparently they told Missus Great Circle it was turned around and catered at LGW, and all they had to do is shove on the bags and pax - so out at 16.00.
6. The aircraft went tech - but Boyle and co. put "UK Airspace Slot Restrictions" on their website. Crap.
7. Food, at 16.30 was being loaded on. So double catered. Must be a feast
8. Handling Rep tells me plane is airborne - it's actually just getting ready to go.
9. On the eastbound trip, service was described as pathetic, vile and the plane "tired". It was so bad, she would've endured the flight to LGW on my outfit (not sure that was much of a compliment)...but STN is easier given the SE England traffic...
Points.
1. To the Boyle Lads, who made 84 million quid from selling their bucket shop, and getting cash in from a pal at a Scottish Bank - sort out your operation, and ensure handling, and Zoom personnel KNOW what they are talking about- which they clearly don't. Pathetic.
2. Sort out the way you treat the crews.
3. Listen to what PAX are saying and stop counting the readies with your blinkers - keep this up and they'll be deserting you in droves.
4. If you offer a Premium Product - benchmark it against Club Transat and AC Club (not full Exec of course) - and make something of it. Cheap and nasty drink, and nosh in a tiny foil container doesnt cut it. Neither does thin and cheap seats.
Z4's advert - everything with a smile - but if the service, information and everything else is crap, the smile is meaningless.
Now, who wants to wade in and tell me to calm down, as TS, AC etc etc have their days too of course
....
So, she would understand why her 76 bus is delayed - not an issue. But what she can't understand as she is now just boarding the Boyle Brothers tired 763:
1. Handlers at STN had no clue where the plane was - and it was at the 15.30 dpearture time. It's now 17.00 in the UK - and they might board. Maybe.
2. I sniffed around, and found out the plane was sitting beside it's sister ship at LGW, after coming in from AMS after having a tech issue solved by KL who have their contract. In tandem, Missus Great Circle speaks to Zoom's reservation agents in Glasgow, who tell her the plane is airborne. She calls to tell me it's such a smooth ride, she thinks she hasn't left the ground. I call the young lass in Glasgow to see what she says - and she said, it's taken off, and gives me an ETA - which is of course, rubbish.
3. I then call Z4 in Ottawa, who tell me the plane cannot possibly be in LGW, and I shouldn't listen to someone who wouldn't know. I explain it all to the lady - who then becomes irritated because I know more than her. She won't put me through to the dispatchers, nor to Boyle's office.
4. I call a buddy at LGW who tells me the aircraft is now pushed and on its way for the hop to STN, where it duly landed after about 20 mins. I phone the missus and tell her.
5. The agents still have no clue what is going on, until the Z4 Blue and White machine turns towards its stand....apparently they told Missus Great Circle it was turned around and catered at LGW, and all they had to do is shove on the bags and pax - so out at 16.00.
6. The aircraft went tech - but Boyle and co. put "UK Airspace Slot Restrictions" on their website. Crap.
7. Food, at 16.30 was being loaded on. So double catered. Must be a feast
8. Handling Rep tells me plane is airborne - it's actually just getting ready to go.
9. On the eastbound trip, service was described as pathetic, vile and the plane "tired". It was so bad, she would've endured the flight to LGW on my outfit (not sure that was much of a compliment)...but STN is easier given the SE England traffic...
Points.
1. To the Boyle Lads, who made 84 million quid from selling their bucket shop, and getting cash in from a pal at a Scottish Bank - sort out your operation, and ensure handling, and Zoom personnel KNOW what they are talking about- which they clearly don't. Pathetic.
2. Sort out the way you treat the crews.
3. Listen to what PAX are saying and stop counting the readies with your blinkers - keep this up and they'll be deserting you in droves.
4. If you offer a Premium Product - benchmark it against Club Transat and AC Club (not full Exec of course) - and make something of it. Cheap and nasty drink, and nosh in a tiny foil container doesnt cut it. Neither does thin and cheap seats.
Z4's advert - everything with a smile - but if the service, information and everything else is crap, the smile is meaningless.
Now, who wants to wade in and tell me to calm down, as TS, AC etc etc have their days too of course
....
Last edited by GreatCircle; 17th Aug 2006 at 18:00.
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I once stood at a gate looking out only to see nothing and on the phone with ops asking where the plane was only to be assured it was there waiting for me.
Some things never change always good to have a maint cell number to by pass the BS patrol
Some things never change always good to have a maint cell number to by pass the BS patrol
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Oh god Rotornut, can you imagine....shades of JG indeed...perhaps LeBlanc is back, wearing a kilt.
Well, at least the Missus is in the air, somewhere at the early stage of a nat-track heading home, 5.30 to go.
Called Zoom again, "Sorry sir the plane is still on the ground, no idea when it'll arrive". I informed the gal that push took place at 18.14 local(according to a pal) and wheels up confirmed at 18.39 local. She was "surprized"...I then asked to speak to customer service....but they don't take calls. Only letters and email...
The delay isn't the issue - after what we saw and experienced first hand myself in the UK last week, not a problem, but the cack-handed nonsense all the way from Z4 HQ to the Handling Agent to Zoom UK Staff....is an issue - as is what has been labelled mis-representation of a product by the missus.
Lesson - don't muck around with a lawyer - especially one like she who must be obeyed....,
Boyles' Balls be aware (oh and wear protection under yer kilts)
Well, at least the Missus is in the air, somewhere at the early stage of a nat-track heading home, 5.30 to go.
Called Zoom again, "Sorry sir the plane is still on the ground, no idea when it'll arrive". I informed the gal that push took place at 18.14 local(according to a pal) and wheels up confirmed at 18.39 local. She was "surprized"...I then asked to speak to customer service....but they don't take calls. Only letters and email...
The delay isn't the issue - after what we saw and experienced first hand myself in the UK last week, not a problem, but the cack-handed nonsense all the way from Z4 HQ to the Handling Agent to Zoom UK Staff....is an issue - as is what has been labelled mis-representation of a product by the missus.
Lesson - don't muck around with a lawyer - especially one like she who must be obeyed....,
Boyles' Balls be aware
(oh and wear protection under yer kilts)
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I slagged off Zoom on an earlier Airports and Airlines thread...and got shouted down by various people.
Funny how the same problems keep cropping up.
They changed the schedule on my wife (the week of our wedding) so all our onward travel arrangements were shot.
My wife rang them up (a week before she was due to fly) to ask why. The customer service agent hummed and haaed...and then said "weather"....
Hmmmmmmm!!!
When I rang up and told the agent that I worked in the industry...I got a lot of rudeness about how "I should understand the problems of running an airline"
As with Great circle...I do..but the customer service and the lack of product sure keep me away from dem Zoom boys now!!
Funny how the same problems keep cropping up.
They changed the schedule on my wife (the week of our wedding) so all our onward travel arrangements were shot.
My wife rang them up (a week before she was due to fly) to ask why. The customer service agent hummed and haaed...and then said "weather"....
Hmmmmmmm!!!
When I rang up and told the agent that I worked in the industry...I got a lot of rudeness about how "I should understand the problems of running an airline"
As with Great circle...I do..but the customer service and the lack of product sure keep me away from dem Zoom boys now!!
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Originally Posted by Married a Canadian
I slagged off Zoom on an earlier Airports and Airlines thread...and got shouted down by various people.
Funny how the same problems keep cropping up.
They changed the schedule on my wife (the week of our wedding) so all our onward travel arrangements were shot.
My wife rang them up (a week before she was due to fly) to ask why. The customer service agent hummed and haaed...and then said "weather"....
Hmmmmmmm!!!
When I rang up and told the agent that I worked in the industry...I got a lot of rudeness about how "I should understand the problems of running an airline"
As with Great circle...I do..but the customer service and the lack of product sure keep me away from dem Zoom boys now!!
Funny how the same problems keep cropping up.
They changed the schedule on my wife (the week of our wedding) so all our onward travel arrangements were shot.
My wife rang them up (a week before she was due to fly) to ask why. The customer service agent hummed and haaed...and then said "weather"....
Hmmmmmmm!!!
When I rang up and told the agent that I worked in the industry...I got a lot of rudeness about how "I should understand the problems of running an airline"
As with Great circle...I do..but the customer service and the lack of product sure keep me away from dem Zoom boys now!!
Z4's a zoo. The cabin staff (FAs to be PC) mean well, seem eager to please, are young (paid nickels) and know they are given crap to do - e.g. carts where trays don't fit; meals fit for the pig-sty, seats that are frayed, trying to sell snacks in Premium (hello? what the heck??? ), operations run on pennies, ambitious schedules and crap T+Cs. A total and utter mess.
The drivers - some have to be ex-3000, will all be good guys...let's hope the Boyles don't squeeze the puss of it (pun fully intended).
AND NOW LADIES AND GENTS - THE LATEST.
Missus Great Circle, aka pissed lawyer, attempts to make contact with Z4, or OOM if you are an ICAO junkie, to discuss her experiences and how Zoom felt about her compensatory proposals.
Got an agent on phone - sorry won't put her through. Letters only. Told her it wasn't her job to listen to complaints. Wife asked for the non-general number, was told they don't give it out. Lady then tells her to "move along please"....Bad move.
Missus Great Circle through dastardly deeds, finds the number of Boyles' Buses in Ottawa, a different number, and makes contact. Receptionist is startled asking how the number was sourced - and gets through to Hughie's office. No joy.
FedEx already on the way to Ottawa with views of her experience, names and seat numbers she collated of those unhappy on Z4 413, copy of their service claims vs. what was received, and a polite request for compensation - and a suggestion to remove misleading crock.
God knows what she'll do next - but I'll happily post instalments here....if you're interested.
Last edited by GreatCircle; 19th Aug 2006 at 21:50.
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Originally Posted by MarkD
GC - keep it coming. Zoom is badly needed to keep TS, AC honest but not so much as to take the p!ss.
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Originally Posted by CD
I think the FedEx to Boyles will have good effect...
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Originally Posted by MarkD
GC - I'm flying with your lot CYYZ-EINN on 29.9 so tell 'em to be on time
If you get to Limerick, grab a pint at W.J. Souths on Quinlan St...
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[QUOTE=brucelee]Originally Posted by MarkD
GC - keep it coming. Zoom is badly needed to keep TS, AC honest but not so much as to take the p!ss.
Agreed MarkD....no argument there...competition always welcomed...but they are taking the piss. OOM crews welcomed, and just because I am TSC, doesn't mean I can't take it on the chin either...
Gentlemen. AC service is one of the best in the N. Atlantic. Not by my bias but many pax I've spoken to. No need to keep us honest. Competition is good. Keep it coming. We'll see ya gone. Just a matter of time Thanx.
GC - keep it coming. Zoom is badly needed to keep TS, AC honest but not so much as to take the p!ss.
Agreed MarkD....no argument there...competition always welcomed...but they are taking the piss. OOM crews welcomed, and just because I am TSC, doesn't mean I can't take it on the chin either...
Gentlemen. AC service is one of the best in the N. Atlantic. Not by my bias but many pax I've spoken to. No need to keep us honest. Competition is good. Keep it coming. We'll see ya gone. Just a matter of time Thanx.
Last edited by brucelee; 19th Aug 2006 at 21:38.
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Agreed Bruce. ACA Exec 1st as good as BAW Club. Many say so. And the new lie flat beds will take you to top of the tree. Heard VIR might be back too...
For TSC, in a different market segment, where OOM is a direct competitor, we have different parameters to measure service by, and in the early days, it was ****e, no question. We're getting better. The charade Boyle and Co.'s amateurs put on the other day is reminiscent of the 72 and L1011 days...and is not on....
In the meantime, when do your triple 7s come on stream ??
PS For anyone on TSC, book early and get a Club seat; the small difference is worth it. Not a sales pitch...just fact.
For TSC, in a different market segment, where OOM is a direct competitor, we have different parameters to measure service by, and in the early days, it was ****e, no question. We're getting better. The charade Boyle and Co.'s amateurs put on the other day is reminiscent of the 72 and L1011 days...and is not on....
In the meantime, when do your triple 7s come on stream
??PS For anyone on TSC, book early and get a Club seat; the small difference is worth it. Not a sales pitch...just fact.
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GC, interesting story. I work for another Canadian airline, and I had to fly somebody out to GLA last week. The Zoom ticket was purchased one day prior to the trip, and the departure time was 21:30 if I'm not mistaken.
In the mean time, Zoom on the day of departure changed the departure time to 18:30 without any sort of announcement! When I called them about this, they said it's the passenger's responsibility to confirm the departure time within 24 hours.
Fair enough that they would say that, as I'm sure it's stated somewhere on ridiculously fine print. But I find it hard to believe that they would change a departure to 3 hours earlier on the same day. As a side note, the day after, I received an email indicating the changed time. Argh! This alone almost caused my passenger to miss their flight, as they were coming in from Barrie.
On a secondary note, I had the pleasure of flying Club Transat late last year, and I was very impressed with the service. I wish the legroom were slightly better, and of course it would be nice to have a PTV with AVOD, but frankly you get an honest amount of space and comfort, and the service is really fantastic.
In the mean time, Zoom on the day of departure changed the departure time to 18:30 without any sort of announcement! When I called them about this, they said it's the passenger's responsibility to confirm the departure time within 24 hours.
Fair enough that they would say that, as I'm sure it's stated somewhere on ridiculously fine print. But I find it hard to believe that they would change a departure to 3 hours earlier on the same day. As a side note, the day after, I received an email indicating the changed time. Argh! This alone almost caused my passenger to miss their flight, as they were coming in from Barrie.
On a secondary note, I had the pleasure of flying Club Transat late last year, and I was very impressed with the service. I wish the legroom were slightly better, and of course it would be nice to have a PTV with AVOD, but frankly you get an honest amount of space and comfort, and the service is really fantastic.
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Latest update on Zoom Debacle
Well, Missus Great Circle, aka Pissed Lawyer, spent 3 hours pouring over paperwork yesterday and has identified what she has noted as being gross misrepresentation over service claims.
So, legal letter on the way, complaint to TC in YOW, and advocacy programme in the works....not going to be a good summer for the OOM lads...I feel sorry for the crews, personally having to deal with the complaints as Boyles play with their balls (on the golf course, steady now).
Boyle and Boyle have some high level contacts, like Jack the Lad McConnell, the Scottish 1st Minister and play on their Bellshill roots (hell, I was born a mile away in Motherwell before the Great White North yelled ma and pa from Caledonia), but the difference is, I don't take the piss...
Slightly more than medium chop ahoy...
Captaingomes, thanks for the kind words on Club. It's nice - and it's true the legroom is not generous, and some PVS would be welcome but if it was extended, the price would go up. However, I hear rumours of plans ahead for a revamp, perhaps ahead of fleet renewal - but it's just rumour...
Bruce...76s with new triple 7 style bins and lighting, plus sleeper seats - sound plan till the 78s come along. Sounds good. We got to keep those Brits from stealing the pax !!
So, legal letter on the way, complaint to TC in YOW, and advocacy programme in the works....not going to be a good summer for the OOM lads...I feel sorry for the crews, personally having to deal with the complaints as Boyles play with their balls (on the golf course, steady now).
Boyle and Boyle have some high level contacts, like Jack the Lad McConnell, the Scottish 1st Minister and play on their Bellshill roots (hell, I was born a mile away in Motherwell before the Great White North yelled ma and pa from Caledonia), but the difference is, I don't take the piss...
Slightly more than medium chop ahoy...
Captaingomes, thanks for the kind words on Club. It's nice - and it's true the legroom is not generous, and some PVS would be welcome but if it was extended, the price would go up. However, I hear rumours of plans ahead for a revamp, perhaps ahead of fleet renewal - but it's just rumour...
Bruce...76s with new triple 7 style bins and lighting, plus sleeper seats - sound plan till the 78s come along. Sounds good. We got to keep those Brits from stealing the pax !!
Last edited by GreatCircle; 20th Aug 2006 at 15:53.
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Captain Gomes....as I said..Zoom don't seem to care the their passengers have onward travel arrangements. If they are not careful they will lose a lot of business.
Who wants to make schedules when the carrier you are with reserves the right to change the time by 3 hours with only 24hours notice!
Bruce Lee...Air Canada's economy service is ermmm not very good compared to BA. Not transatlantic anyway. 5 trips now with them and all have been poor. They need to get in decent in flight entertainment and some better cabin crew. I will stick to BA for now.
Someone told me the longhaul flights to Hong Kong and the like on the A340s have seat back TV in economy. Is that right??
Great Circle...there are 3 foreigners on Toronto terminal control. One german lass, one British lass...and then me......the only one who says fife and tree and tow sand..and daycimal and the like!
My sister is flying Trasaat from Gatwick in October. I shall look forward to her comments.
Who wants to make schedules when the carrier you are with reserves the right to change the time by 3 hours with only 24hours notice!
Bruce Lee...Air Canada's economy service is ermmm not very good compared to BA. Not transatlantic anyway. 5 trips now with them and all have been poor. They need to get in decent in flight entertainment and some better cabin crew. I will stick to BA for now.
Someone told me the longhaul flights to Hong Kong and the like on the A340s have seat back TV in economy. Is that right??
Great Circle...there are 3 foreigners on Toronto terminal control. One german lass, one British lass...and then me......the only one who says fife and tree and tow sand..and daycimal and the like!
My sister is flying Trasaat from Gatwick in October. I shall look forward to her comments.
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BAW - way too expensive
ACA - too expensive (and frumpy cabin crew)
OOM - cheap, cheerful and never let me (or my family down)
My point - it's all relative to the personal experiences you have.
When I want to go home, I always look at OOM first. Non stop is so much better than ACA via YZ or BA via VR - way too much hassle and expense!
ACA - too expensive (and frumpy cabin crew)
OOM - cheap, cheerful and never let me (or my family down)
My point - it's all relative to the personal experiences you have.
When I want to go home, I always look at OOM first. Non stop is so much better than ACA via YZ or BA via VR - way too much hassle and expense!