Carrying on from my post last week about Facebook fanning social media fires, this week I had a friend make a public complaint to an airline on their Facebook page.
Due to an issue with the display of their website on her computer, there was an error to her booking, which she rang up to rectify as soon as she made it. It seems their solution was to pay more than the original flight as a fee to correct the issue.
Now, there are two major customer experience issues here.
The first is the website. If you’re in the business of taking people’s money in return for services, your website needs to be absolutely clear and readable on any browser and screen resolution (well, except IE6 – no one should ever use that. Ever.). Why? Because if it’s not, it leads to what happens next – customer errors that mean they have to contact you further to fix them. If you expect your customers to abide by your “rules” and use the platform you have given them to interact with you – make sure it is usable.
Secondly, and even more surprising (or not..) was the response from Jetstar to the Facebook complaint:
Now Jetstar and most low budget carriers are notorious for their fees, charges and low tolerance policy – at the actual gate. 5 minutes later than you should be – forget it.
But here they have a mistake that has happened and within a minute, attempting to be rectified. What it demonstrates to me is a lack of empowerment of, or even investigation by of whoever it is managing their social media.
Fees and rules are at a businesses discretion – they have created them, they can break them. To penalise a potential customer for an experience issue with the website should be an exception to “fare rules”. Consistent application is fine if you have people realising their mistake days or weeks after they make their booking. But immediately?
Even if the person(s) monitoring and responding to Facebook issues is not empowered, the initial response shouldn’t be “we know it’s harsh, but suck it up”, which let’s face it, is what this amounts to.
It should be an apology, and an offer to investigate rectifying the problem. The fact that the response came 15 minutes after the original post means that nothing was done to even investigate the possibility of an issue (15 minutes is a reasonable SLA for simply responding)
Sorry doesn’t cut it. Customers – new, old and potential – expect much more from businesses now.
PHOTO – dolescum via Flickr