And more…
​​​​​​

• Ticket purchase for passengers with Carte Jeune still not possible (it‘s been >1 year)
• On the app, when looking for flights, each day appears twice (tabs on top of the flight selection screen)
• Online change of flights impossible in 50% of cases
• After searching for domestic flight, it‘s impossible to search for a multi-destination flight despite it being for a totally different route (not domestic). Only one-way and return can be selected

And so on. I have spoken eight times to the ULTI call centre this week, each and every call only because there was a dysfunctionality on the website and/or app. The cost that they have for human error fixing, the time that other customers with „genuine“ requests have top spend waiting for their call to be picked up only because people like me block the line with stuff that should have been done self-service on the web/app, plus the time it costs myself to try things several times on the web only to then re-explain everything to a phone agent.

By now, I ask them every time that they PLEEEEEEASE pass on the frustration of customers with the dysfunctionality of IT. I thank them for their great service, and point out that I would have preferred not speaking to them so that I can get things done quicker and that they can help other customers with their great service. They usually don’t care though (might be because their own IT isn‘t great either).

What this also shows: size matters. I have very good online/web experiences with US carriers. They are simply big enough to pour enough money into a properly functioning tech platform, that has all kinds of functionalities and does not suffer stability issues. Smaller airlines like AFKL, LH Group or IAG/British Airways, well, their IT is comparatively rubbish.