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#243
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,668
CS is useless too.
First chat agent said my upgrade would cost 121.000 points and after I asked Him what???, this agent disappeared. Then comes next agent in and She is taking 3 European vouchers from me.
They are totally lost and have no training for this.
But now after 2 hrs I have a new ticket in F-class and it's First. Or Business. 2 European vouchers taken.
First chat agent said my upgrade would cost 121.000 points and after I asked Him what???, this agent disappeared. Then comes next agent in and She is taking 3 European vouchers from me.
They are totally lost and have no training for this.
But now after 2 hrs I have a new ticket in F-class and it's First. Or Business. 2 European vouchers taken.
#245
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Platinum, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,132
CS is useless too.
First chat agent said my upgrade would cost 121.000 points and after I asked Him what???, this agent disappeared. Then comes next agent in and She is taking 3 European vouchers from me.
They are totally lost and have no training for this.
But now after 2 hrs I have a new ticket in F-class and it's First. Or Business. 2 European vouchers taken.
First chat agent said my upgrade would cost 121.000 points and after I asked Him what???, this agent disappeared. Then comes next agent in and She is taking 3 European vouchers from me.
They are totally lost and have no training for this.
But now after 2 hrs I have a new ticket in F-class and it's First. Or Business. 2 European vouchers taken.
If they only moved to a distributed delivery model with virtual programmers in an office abroad I bet they could fix this in a jiffy.
All the new staff has made the waiting time too short. So they decided to make sure the upgrades can't be processed online. Only 10% of the staff was told the proper procedure, the rest was given random drivel. This way they can make sure the waiting time is kept at a healthy hour or above, as eveyone knows that loyalty comes from customers spending more time with your products.
#246
Moderator, Finnair
Original Poster
Join Date: May 2011
Location: MMX (CPH)
Programs: Eurobonus Diamond, QR Platinum, AY+ Platinum, A3*G, Nordic Choice Lifetime Platinum, SJ Prio Black
Posts: 14,132
There is no way to put this politely, but I sense Finnair has turned into a clown company.
Imagine your company going public with the plans for a brand new product offering. Imagine you get 4,5 years advance notice and in your domains lie the responsibility for "uppsell".
Sure, you are a very busy and important manager but don't you think you would have have spent at least a few days working through the product codes, the price codes, the code structure and such?
Imagine your company has a 20+ year history of offering upsell at discounted prices to an important client segment. Do you see yourself spending a few days during the 4,5 years making sure the new product is integrated to this long standing policy and making sure it is going to be well received in this segment?
Imagine your company has talked about digitalisation for years. Can you see yourself spending a few days making absolutely sure tech department is integrating the new product into all your sales channels? Especially the upsell structure, because you have an important client group whose loyalty with the company depend on the upsell model?
Finally, do you see yourself making sure there is a clear and timely communication to all your customers and all the service staff of the company?
How de fakk can Finnair, after 4,5 years, not have it all figured out on the supposed day of product launch? Zero communication to tier members. Zero communication to customer service. But hey, let's publish a table on our website and call it a day.
Well, I need to change my initial statement. Finnair isn't even a clown company, because clowns can at least make you laugh at their foolishnesses.
Imagine your company going public with the plans for a brand new product offering. Imagine you get 4,5 years advance notice and in your domains lie the responsibility for "uppsell".
Sure, you are a very busy and important manager but don't you think you would have have spent at least a few days working through the product codes, the price codes, the code structure and such?
Imagine your company has a 20+ year history of offering upsell at discounted prices to an important client segment. Do you see yourself spending a few days during the 4,5 years making sure the new product is integrated to this long standing policy and making sure it is going to be well received in this segment?
Imagine your company has talked about digitalisation for years. Can you see yourself spending a few days making absolutely sure tech department is integrating the new product into all your sales channels? Especially the upsell structure, because you have an important client group whose loyalty with the company depend on the upsell model?
Finally, do you see yourself making sure there is a clear and timely communication to all your customers and all the service staff of the company?
How de fakk can Finnair, after 4,5 years, not have it all figured out on the supposed day of product launch? Zero communication to tier members. Zero communication to customer service. But hey, let's publish a table on our website and call it a day.
Well, I need to change my initial statement. Finnair isn't even a clown company, because clowns can at least make you laugh at their foolishnesses.
#248
Ambassador: Finnair
Join Date: May 2003
Location: HEL
Programs: AY Lumo, BA Silver, HHonors Gold
Posts: 4,258
They might get away with it in the beginning as many long hauls still fly (half) empty when it comes to SLF and even though I have no idea how PE sales are going, they might have some flights where they have room in J for all paid PE pax also?
#250
Join Date: May 2017
Programs: AY Plat (OWE), TK Elite (*G), BT VIP, HH D, BW DS
Posts: 484
#251
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,668
Unless, of course, PE pax get an op-up to J. Do these planes have a J minicabin? That could work as a makeshift PE cabin, of course.
#252
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,581
Meaning PE pax get 75 % of their ticket price back. I wonder if anyone at AY has read that paragraph from EC261. There is no "exceptional circumstance" to resort to here.
Unless, of course, PE pax get an op-up to J. Do these planes have a J minicabin? That could work as a makeshift PE cabin, of course.
Unless, of course, PE pax get an op-up to J. Do these planes have a J minicabin? That could work as a makeshift PE cabin, of course.