Technically uncertain? (Screenshot from Delta ad) Chris Matyszczyk / Screenshot
I admit that I have collected them.
There seem to be plenty of stories about airline customer service going beyond the norm and heading to a place Franz Kafka would turn down for being too silly.
Not so long ago, the story of Delta customer who was try to ask a simple question in writing. It’s about using Fast Track Security at Heathrow airport.
One of the airline’s replies went like this: “I’m sorry but this [sic] Does not come with Delta tickets. “
Today, however, we’re gathering to hear another story of bad customer service. Oddly enough, it’s also related to Delta, an airline that has somehow managed to enhance its brand image recently to the point of male senators, banging their chests.
What is the answer? Pass.
This time, Delta’s customer is TechdirtMike Masnick’s. His is also a simple motivator. He’s staring at his Delta app and wants to find his boarding pass.
Definitely an easy one for customer service, this one. There must even be some sort of autoresponder, you might wonder. Then you might as well wonder how the airlines ended up in such a dry state.
Masnick did what many savvy customers would do. He took to Twitter to ask a question, argued that it might also help others in his situation. Oh, Delta, where can he find his boarding pass on the app?
In return, he received this: “Hi! My name is Cara with Delta. Please send me a private message using the link provided to continue our conversation.”
This is a regular response from many businesses. They like to wash their imperfect fabrics in private.
I very much hope you’re sitting, and you’re not Cara’s friend with Delta. Or, really, to whoever is responsible for Delta’s customer service.
You see, Delta’s response via a private message on Twitter was: “Thank you for contacting Delta Air Lines. We are currently serving our Social customers through our secure messaging service. we.”
Masnick observed gently: “So @Delta’s response when I asked how the heck to find my boarding pass was to tell me to contact them via DM, at which point they sent an automated mail saying they don’t use DM anymore, but you have to visit their website to message them another way.”
Well, maybe the DM service was canceled at the last minute due to lack of staff.
Security in its lack of utility.
Still, you’ll be happy to know that Delta’s secure messaging service is a technological wonder.
Why, to Masnick “I’m trying to find my boarding pass and it doesn’t show up anywhere I can find it,” Delta’s secure messaging service replies: “You can get one.” boarding pass at check-in on the Fly Delta app or via Delta .com.”
Also: Delta Air Lines just released an admission of impatience that customers can rejoice in
I can only dream that the next message is one of useful ones is this answer useful? Sort things.
In essence, however, this is the best kind of virtual support that can be described as virtually useless.
There’s more than one technology in use here – an app, Twitter, and a secure messaging service. No useful telemetry. In fact, it’s all markedly more aggravating. They all have some obvious implications.
One, the airline has lost too many good customer service employees, and now they can’t get them back – and, perhaps, hire anyone else trained enough to know what they’re doing.
And two, please don’t tell me that the customer service technology, populated by all-encompassing, supposed all-knowing bots, is just a cruel prank aimed at customers for Botworld’s personal pleasure .
In the end, Masnick says he figured out how to get his boarding pass on his own. Do you believe by re-subscribing all?
There is little hope that such encounters will be far off anytime soon, especially as airlines will soon slam into an economic downturn and, who knows, start laying off some of the people they know. newly rented.
However, if a customer’s smallest, simplest questions cannot be answered without another level of the world, how can passengers expect anything similar to service? airline customer service?
Oh, what am I saying? They don’t even think it exists anymore.
