founder, Aera ╱ future astronaut at Virgin Galactic ╱ climate-Tech VC at Aera VC ╱ ?? ﹒??﹒ ??
I’ve spent >$1,000,000 with this brand I’ve flown many more than >1,000,000 kilometres I’ve been “gold elite” for whatever that’s worth, for > 10 years I can’t speak to a human when I need to, to change a >$10,000 purchase the website doesn’t allow me to change myself Not when they feel it’s convenient to call me back. This is how long I waited, but I arrived at the polling station so had to hang up and vote. I feel like I’m living in a parallel universe that nobody told me about at business school? What Has Happened To our $500,000,000 EBIT airline Jason Paris - what can we do to convince you to have a ?? with Greg Foran to inspire him to remember and believe in the customer again. ???? Any customer. Not just the ones who have spent millions of dollars and flown millions of miles. I'm normally a very positive person but having a frustrating 24 hours. So serving you all by creating a a safe space to vent - you're welcome ??. Q: for the audience - how do brand leaders get so far detached from what’s happening on the “ground” that they just can’t find their way back?
Not to reduce your message Derek as it’s totally valid and 45 mins is far too long, but I called them yesterday after about 20 seconds my call was answered by an empowered young man who made me feel like he could handle any challenge within reason. I remember thinking ‘that’s so good to see where people can still be an effective human in a call center role’. (I hope Air NZ see this and give me an upgrade on my flights tonight ??)
Q: for the Derek Handley - how do leaders get so far detached from what’s happening “with the rest of society” that they just can’t make the connection to their current inconvenience? I'm sorry if I find this particular gripe rather "privileged" in the face of the what's happening with the rest of society in cost of living, housing and wages, but at some point while all thats raging on, surely the effects of that erosion starts rising to the "top"? Not pointing fingers, I'm also quite privileged, I'm genuinely interested if people in your position connect some dots further afield than the CEOs in their networks.
Thank you for speaking with us, Derek.?We know that at times, our call centre wait times are too long. This does not reflect the customer experience we strive for and we acknowledge we need to do better. Since Covid, we have been working to onboard and train new call centre team members as quickly as we can, but it has been challenging to do this quickly enough to keep up with current demand, especially when there is a disruption and call volumes increase. We are working on a solution to this and have an update for our customers on how we’re addressing this just around the corner. In the meantime, please accept our apologies for delays and thank you for your patience while we work to resolve this. If you require assistance with a current booking, please reach out via?https://airnz.click/privatemessage
All great here, but how do you reconciliate "I’ve flown many more than >1,000,000 kilometres" + "Future Space Tourism" with Climate Tech VC? Not judging here, but is it the logic that the VC impact compensate your flights? Again, do not take it bad, just a reflection
Could easily be British Airways
" We value your call..." well then, sort your damn contact centre resources out.
This may not be to everyone's taste, but for some amusement, if you want to read a sweary blog post about trying to book long-haul flights with Swiss Air, check this out: https://wtfnzblog.wordpress.com/2022/08/21/taking-the-piss-air/ As the blog post says, it's first world problems, but it makes Derek's experience sound like a walk in the park.
Don’t bother switching to QANTAS - not going to find any joy there either.
founder, Aera ╱ future astronaut at Virgin Galactic ╱ climate-Tech VC at Aera VC ╱ ?? ﹒??﹒ ??
1 年Man, people are so down on Air New Zealand. ??. Strikes such a chord with people just making a little LI gripe to vent a few things. National carriers have so much more in common with national sports teams than I ever thought. ????