The Bangkok political unrest at the International Airport have been 1 week liao... And the situation is getting tense.. many customers still being stuck at Bangkok.. Jetstar & Singaproe Airline are operating flight out of Pattaya.. and we are transferring our customers to Pattaya Airport for those taking Jetstar and Singapore Airline....
Over here in our office.. we have been getting call from customers who wants to either cancel their trip or postpone their trip... I and my colleague have been very busy with.. (That is why i have not blog for a few days..).. Many of the customers are due to travel in mid or late December.. and as usual customer will scream at us.. or finger pointing at us for such things that happen.. The most popular quote by customer is "Not that we don't want to travel, the airport is close and the situation is so chaotic in Bangkok." or "This not we want to cancel, but the situation in Bangkok do not allow us to travel there."
Well before they throw their frustration at us.. they did not realise that it is neither our fault also.. nor the airline fault too... Hotels are losing business and travel agent are charge cancellation fee and amendment fee.. and many customers are saying why agent still charge... Hotel are charging cancellation fee and we agent also got lots of paper work to do, if customers want to change departure date or cancel their trip..... It is not just a press of a button and every changes will be in order.. there are lots of communication to all parties in writings and overseas phone calls.. And all my colleagues have to put aside their work to assist customers who want to make changes or cancel their Bangkok trip... Means they will have less time to closed sales..
These are the things customers do not understand.. Airlines are more concern in trying to bring customers back from Bangkok safely.. These are their top priority.. they do not want to waste too much time to entertain those who wants to change or cancel their trip.. Airlines are issuing statement day by day, because they themselves also don't what will happen the next day... Will the Bangkok airport open soon? Nobody knows.... But customers keeps on bugging us for an answer.. ... ...
I will blog about understanding customers and unappreciative customers that i have encountered during this period..
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