He says providing explanations and updates to what’s going on are among three key steps to maintain good customer relations, along with making the complaint process easy and providing a fair outcome. “Customers want information so they feel like they’re in control,” says Mark Colgate with the UVic Gustavson School of Business. “I’m not seeing them step up and say, from a communication standpoint, 'This is what we’re doing to improve the experience' or 'These are the complaints that we’ve heard and these are the concrete steps we’re taking to address them,'” says Westcott.Ī Victoria-based professor who’s expertise is in service excellence and coaching says it’s often not the problem (such as a lost bag) that’s the issue, it’s about how it gets handled. But some say airlines could be doing more to help themselves. "But overall I do think the frustration is being felt all around."īusiness experts recognize the hardship the industry has faced amid labour shortages and pandemic restrictions, especially. “They’re operating under a lot of constraints, so I do want to give them a little bit of grace and latitude," says BCIT’s associate dean of marketing management, Morgan Westcott. “Like many airlines, we work closely with third parties to support baggage handling, and we are working hard as an industry to improve processes in this area,” said Lynx in a statement.Īir passenger complaints to Canada’s transport regulator have soared to unprecedented highs. Lynx Air is apologizing for the delay and says the airline will be expediting the luggage to Smith. When CTV News started asking questions to the airline about their search for Smith’s bag, she received an email notifying her the suitcase had been found. “When you start adding up every single thing that’s in your bag and you have to itemize everything that’s in your bag, it’s a lot more than $2,300 if you’ve been somewhere for 10 days,” she says. She’s also entitled to compensation under Canadian airline passenger rights legislation, but she says those protections fall short. And then I had to fill out more baggage claims,” says Smith. Then I went back on hold for another three hours. “I spent three hours the first day on hold and then had to hang up to go do something else. When she landed, her bag wasn’t there, causing her to spend weeks going back-and-forth with the airline. She flew direct from Montreal to Vancouver after taking part in a training camp with Team Canada. The Olympic hopeful had been borrowing other people’s training equipment for the last three weeks since hers disappeared with her luggage on a flight home with Lynx Air on July 14. “I still think the customer service to date was unacceptable and there should be changes to the airport system, but I’m relieved to know all my stuff will be returned to me.” “I have the biggest smile on my face right now,” says amateur boxer Terris Smith. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.Īs a matter of policy, BBB does not endorse any product, service or business.A North Saanich boxer is finally getting answers from a Canadian airline after trying to reclaim her lost luggage and voicing concerns about poor customer service in the process. BBB Business Profiles are subject to change at any time. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.īBB Business Profiles generally cover a three-year reporting period. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. BBB Business Profiles may not be reproduced for sales or promotional purposes.īBB Business Profiles are provided solely to assist you in exercising your own best judgment.
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