Old Jan 17, 18, 9:23 pm
  #107  
IAN-UK
FlyerTalk Evangelist
 
Join Date: Aug 2000
Location: London
Programs: Hilton IHG LH BA TK
Posts: 11,581
Originally Posted by nilsfr69 View Post
I come from the HotelBusiness. IN ANY case when mistakes happen, YOU NEVER kick the customer out, you let him now politely at checkout that an error happened and he will not have access next time. THATS how 5star service businesses handle these things.

that's a manifestation of the authoritarian nature of QR's internal structure. It shows through in customer service. Front-line employees are not empowered to resolve problems in anyway but by the rule book and by dictats from above. There's a real fear of getting censured, so when they get things wrong it will be through interpreting rules in favour of the company rather than the customer.
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