Two calls to one firm - two different outcomes

You walk into a mall and a chorus of people with smiley faces sing “Hi maamsir’, you try to find your size in a clothes store and someone dashes right over to save you the effort...

Dubai scores high when it comes to friendliness of staff and eagerness to help. So it amazes me how customer service can be so poor in this country.

Yesterday I called a popular airline and asked to change a flight. A simple procedure? But after taking about 10 minutes to tap my way through frequent flier numbers etc I realised it was going to be anything but easy. Eventually, after pushing enough 1s, 2s and 3s to not only distinguish which service I wanted but have the person at the other end of the phone know my name, age and first school, I thought I would finally be through to someone who could, you know, change my flight.

I was put on hold… Nevertheless I duly explained my situation to voice number two and asked could she change my flight in a month’s time. “There’s no space on any flights from Hong Kong to Dubai on the 6,7, 8 or 9 April maam.” I was astounded with this as there are three flights a day.

I got off the phone in meltdown, then I remembered the differing levels in customer service in the UAE and called back to speak to somebody else who, without a problem, booked me in on the day I wanted, to exactly the same flights as my friend.

This may sound like I’m complaining, but how can levels of service be so varied even in the same organisation?

Sue, Downtown