We are livening in a world of dissatisfied people. There are those who insist they tell you about their discontent and there are people who are happy that someone else conveys their disappointment to you. Then there is the silent lot. Most of the time complainants’ are quite happy to pour out their grievances’ to their loved ones and friends and merely expect a few words of comfort, advice, comments….
This situation happens occasionally to anyone, being either the ear (listening) or mouth (complaining) or on the rare occasion being both.
Then there are PEOPLE like us. Yeah! Staff who are employed solely for the purpose of resolving Complaints!!!. This is a whole new ball game. Here the complainant whom we refer to as our Guest not only expects a few words of comfort but demand a string of apologies and compensations. Sometimes the Guest doesn’t just want advice but looks towards taking advantages. Guests’ flying with AirAsia expects Low fares, the lower the better or even zero fares.
There’s the guest who has booked Zero fare, (usually off-peak season) and later wants to change their flight to peak season. What they expect; after giving a multitude of reasons is to have the Zero fare for the peak season. How do we resolve this situation? Easy! Explain to our guest that our fares are not transferable. Oh! Yeah. Now our guest threatens Not to fly with us. If, we don’t make their changes, then their Complaint on the issue becomes an added Complaint on us being totally unhelpful . What started as a request to a demand ends up as a Complaint about us. Well, it usually ends there. Then there is the guest who takes it further and demands the Management take action on us, for not assisting them. What a life!!!
Next; OTG. That’s AirAsia’s, Only Airline in the World; free offer of an ON TIME GUARANTEE e-gift voucher valued at RM200 that compensates our guests if we keep them waiting for more than 2 hours from the standard time of departure. Guests’ who are eligible for this e-gift voucher receives it thru their email within 3 business days. Easy. Now everyone thinks they are entitled to this. Well anything free usually comes with some conditions and this can be viewed on AirAsia’s website. Let’s go to those guests who are actually eligible for the e-gift voucher, and do not receive it within the specified time. This leads to a host of Complaints. Including AirAsia practices false advertising, it’s just a gimmick, incompetent staff to just a simple – I’ve not received it yet! The truth is at times, even though we process the delivery of the e-gift vouchers as fast as we can, we still end up later than the 3 business days due to an influx of claims.
In relation to the above, there is the guest who walks in to our sales counter and purchases the air ticket using cash. The guest sees it totally unnecessary to provide their email, as they will not need their itinerary to be emailed to them. Now how do we send the electronic voucher via email to this eligible guest!!! 1 month later we receive a Complaint from our said guest via our On-line Feed back form that we are incompetent in processing the voucher. What a life!!!
How about the guest who purchased their air ticket via a Tour Agent? The agent would have inserted the company’s e mail address when the booking was made. From past experiences we have sent the e-voucher to the listed email address and the agent fails to notify the guest. What we receive later is a very loud Complaint on inept, useless AirAsia staff who do not guarantee the delivery of the ON TIME GUARANTEE e-gift voucher. What a life!
The action orientated guest then deem it fit to further escalate their Complaint to the Print media in the Hotline pages. There we are printed in black & white on how bad our free offer is. What a life!!!
Well that a day in the life of a Guest Support Officer with AirAsia, where complaints add color to our lives…………