By Christopher Elliott Christopher Elliott Email Bio Follow Columnist March 6 If you want to fix a travel problem, hang up the phone.
Travelers favor the phone because it’s convenient and fast. I know that’s true because almost every day, I receive voice messages from consumers who have called me to ask for help resolving their problems. Travel companies hold all the cards. Bigger travel businesses, such as airlines and online travel agencies, have sophisticated call-center systems that record each customer service interaction. An employee can review the call, but unless you recorded it yourself, you have no access to it. A new federal law giving customers access to these recordings might tip the scales more toward travelers, but that seems unlikely.
A written record is possible even when you have an immediate request that would generally require a call. “Use private digital channels like Facebook Messenger and Twitter Direct Message to seek issue resolution,” advises Joshua March, CEO of Conversocial, a company that tracks airline performance on social media. “These channels are not only secure but offer a fast and convenient way to try to solve the issue while you’re on the go.
“When you have a travel problem, call the company, and if you don’t get it resolved, hang up,” says Greg Trosko, an office manager from Princeton, N.J. “Call back later, and speak with someone different. You’d be surprised how often you get a completely different answer .”
15:05 - 8 мар. 2019 г.
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