This is no way, AY - things to improve [feedback thread]
Jan 19, 2019, 12:31 pm
#976
Join Date: Jan 2016
Posts: 280
Not impressed by the phone service. Called the PLT-line today around 1.30pm. After holding some six-seven minutes listening music and messages to press number one for them to call me back, I gave up and pressed one. After that the voice asked me to leave my name, FF-number and phone number and they would get back to me asap. I did what they asked. Now it's 9.00pm, and I still haven't heard from them...
Jan 19, 2019, 3:31 pm
#977
Original Poster
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,598
Not impressed by the phone service. Called the PLT-line today around 1.30pm. After holding some six-seven minutes listening music and messages to press number one for them to call me back, I gave up and pressed one. After that the voice asked me to leave my name, FF-number and phone number and they would get back to me asap. I did what they asked. Now it's 9.00pm, and I still haven't heard from them...
If urgent it is better to wait on hold
Jan 19, 2019, 4:29 pm
#978
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,174
The callback is extremely slow - don't use it. Even no guarantee for same day. I guess it is a voicemail service which may or may not have someone checking on it that day.
In any case, it is not one of those "callback auto-initiated when your queue number is up". So unless you are calling from somewhere where it is expensive, it is always better to wait.
In any case, it is not one of those "callback auto-initiated when your queue number is up". So unless you are calling from somewhere where it is expensive, it is always better to wait.
Jan 20, 2019, 3:12 am
#979
Join Date: Aug 2007
Location: KUO
Programs: HH Diam, AY/AX/KQ/IHG/VISA Plat, SK/Bonvoy/Melia/Strawberry Gold, Radisson Prem, PP Prest
Posts: 2,266
Chat has become useless. Plat-email does not respond within 3 days. Downhill... Winter has already come with the snow and adjoined problems, maybe also with flying blue-flamed dragons?
Jan 21, 2019, 6:47 am
#980
Join Date: Aug 2006
Programs: AA EXP
Posts: 372
Not sure if this is the right thread. We had a non functioning entertainment system on JFK-HEL. Flying in business with wife and daughter. Wasn't actually that big of a problem for us but some passengers raised quite a stink. Purser gave free wifi codes and told us to complain. I did, ended up with 3x80eur vouchers which is in line what I paid for the flight (divided the segment was maybe about $600)
Jan 27, 2019, 10:18 pm
#981
Join Date: Jun 2017
Programs: AY+ Plat
Posts: 40
Don't mess with CS if you want to keep customers happy.
Jan 28, 2019, 2:43 am
#984
Moderator, Finnair
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Gold, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,174
4 days without a reply now for plat e-mail – no way to go. Lately I've seen quite a few people complain about AY CS on Twitter, which is obviously where people unload when things go wrong, but just had me thinking: has the new CEO implemented some changes in this area?
Don't mess with CS if you want to keep customers happy.
Don't mess with CS if you want to keep customers happy.
I have no insights in particular, but sadly that is usually SOP when you need to save money. Most higher officers only see the cost of CS. CS does not generate any revenue nor do they produce any tangible goods so they are easy to downsize or put under cost-pressure.
Jan 29, 2019, 3:39 am
#986
Join Date: Jan 2011
Programs: AFKL PLT, BA Gold, SK Gold, AY Gold, A3 Silver, LH FTL, IHG Gold, Marriott Silver
Posts: 408
Some updates regarding my experience on AY CS. The call back request I left on PLT-line answering machine on 19/01/19 has still not been answered and I guess it's safe to say that it never will.
On second occasion, I had to change dates on one award booking and I called AY CS. This time didn't accept the call back feature (you live, you learn!) and finaly got through to an agent. She advised me that there was no space available on the day I requested but she would be more than happy to wait list me for the requested day. Lo and behold, less than 24 hours later my email buzzed and the seat for my requested date was found! Score. The only thing I would need to do is to contact AY CS and confirm that I really wanted to do the change. Fair enough. Since I'm on the road and didn't want to call AY, I decided to send an email to PLT-email address. I sent an email on 25/01/19. I have been eyeing my reservation, and nothing has been happening since, both the old and new flight dates are showing on it. Since the original flight date was tomorrow (30/01/19), I finally gave up waiting and contacted AY chat a moment ago. They fixed the reservation in few minutes and I just received the updated e-ticket to my inbox.
Based on these two interactions with AY CS, my impression is that it's incredibly unreliable and really requires effort from the client's side to get things done. As newly minted PLT, I'm not very impressed by this all.
On second occasion, I had to change dates on one award booking and I called AY CS. This time didn't accept the call back feature (you live, you learn!) and finaly got through to an agent. She advised me that there was no space available on the day I requested but she would be more than happy to wait list me for the requested day. Lo and behold, less than 24 hours later my email buzzed and the seat for my requested date was found! Score. The only thing I would need to do is to contact AY CS and confirm that I really wanted to do the change. Fair enough. Since I'm on the road and didn't want to call AY, I decided to send an email to PLT-email address. I sent an email on 25/01/19. I have been eyeing my reservation, and nothing has been happening since, both the old and new flight dates are showing on it. Since the original flight date was tomorrow (30/01/19), I finally gave up waiting and contacted AY chat a moment ago. They fixed the reservation in few minutes and I just received the updated e-ticket to my inbox.
Based on these two interactions with AY CS, my impression is that it's incredibly unreliable and really requires effort from the client's side to get things done. As newly minted PLT, I'm not very impressed by this all.
Jan 29, 2019, 3:51 am
#987
Join Date: Aug 2008
Location: Helsinki
Programs: AY Platinum, IHG Gold, Diners
Posts: 1,276
There could actually be something here... Could it be different persons/teams replying to emails and taking calls/doing the chat? Via emails, it's really hard to get things done. When you call them, they are much more service-minded. But that would be very odd, unless they have some form of policy having juniors replying to emails and more experienced reps answering calls/chat.
Jan 29, 2019, 4:40 am
#988
Original Poster
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,598
Speaking of that Estonian CS. Today I got first ever estonian answer. Had a chat first with a finnish lady but Ibhad to make a second call. Then it answered an estonian clealy and I asked if She could put me to the previous lady for reconnecting with my topic. No she said the estonian since ”now it is connected to different place” (Tartu?) so we had to start from zero.
Well the item was fixed finally although I liked the previous finnish CS more just for fluency and feeling of understanding right
Well the item was fixed finally although I liked the previous finnish CS more just for fluency and feeling of understanding right
Jan 29, 2019, 5:51 am
#989
Join Date: Sep 2018
Location: HEL
Programs: AY+ Plat
Posts: 112
There could actually be something here... Could it be different persons/teams replying to emails and taking calls/doing the chat? Via emails, it's really hard to get things done. When you call them, they are much more service-minded. But that would be very odd, unless they have some form of policy having juniors replying to emails and more experienced reps answering calls/chat.