I strongly believe that a company is judged or viewed depending how it solves its problems. I was supposed to fly with SAS from Gothenburg to Stockholm today, and later today from Stockholm to Kiev with Ukrainian International Airlines. The SAS flight was cancelled. Of course they did not inform me about this, I got the information from a friend that was going on the same flight. When talking to the extremely arrogant and unpleasant SAS lady on the phone, she informed that I had to take a later flight. So much I understood by myself. When telling her that I would miss my flight from Stockholm to Kiev, the SAS lady in a triumphant tone said it was my problem! I then told her that my friend that was on the same travel path as I was ( GOT-ARN-KBP ) was re booked on a flight to Copenhagen this morning, then from Copenhagen to Stockholm and hence would not miss his flight to Kiev, the SAS lady once again informed me, this time in a tone used to correct children, that it was not her responsibility to help me catch my flight in Stockholm to Kiev, her ( SAS ) responsibilities were to take me from Gothenburg to Stockholm, and this they would do. The small detail that I would miss my flight to Kiev, and hence a lot of other problems connected to that, was once again answered with a that is not my problem or concern Ok - I fully understand that things can happen, they do in our company as well, but when there is no interest or intention to help a guest that is stranded because of SAS lack of flexibility, I get pissed! The difference between my ticket and my friends ticket was that I had 2 tickets with 2 companies, he had 1 ticket with the same 2 companies. Once again, I can fully understand that there are rules, but when there is an option to fly with the same company ( SAS ) to Copenhagen, then again fly to Stockholm ( with SAS ) and manage to catch the next flight to Kiev, and this option is closed because of a technicality in ticketing, then I react. I could even understand and even accept that this technicality would make me miss my next flight, but when it is done with arrogance and unfriendliness, it is very very bad.......... The only good thing that is the result of this, is that on Thursday this week our company is having a conference with all our General Managers and the entire management team of our company, and it will be a great pleasure to tell our team about my experiences today, and what service is all about. Ok - sometimes you are not able to offer a solution of a problem, but for Gods sake, do not be unpleasant and bitter while informing your guests that they are in the shit because of you!! I am not surprised that some airline companies are doing worse compared with other companies, but when their employees treats the guests like crap, then you deserve to have red figures in the balance sheet! Now I will have a Jägermeister despite the early hour!!!
Posted on: Tue, 09 Sep 2014 09:26:29 +0000