gmt
Topic Author
Posts: 12
Joined: Tue Mar 07, 2017 6:59 am

Airline without a email address to contact

Sat Mar 14, 2020 12:20 pm

Does anyone know why some airlines like Wizzair here in Europe does not have any option to contact them by email or chat. Their only option is to call their call center.

Why?
 
jghealey
Posts: 186
Joined: Fri May 11, 2018 5:46 pm

Re: Airline without a email address to contact

Sat Mar 14, 2020 12:44 pm

Keeping their costs down?
 
chiad
Posts: 1292
Joined: Tue May 16, 2006 4:24 pm

Re: Airline without a email address to contact

Sat Mar 14, 2020 12:50 pm

gmt wrote:
Does anyone know why some airlines like Wizzair here in Europe does not have any option to contact them by email or chat. Their only option is to call their call center.

Why?


I suspect they might prefer to keep their customers from have a written log.
 
davidjohnson6
Posts: 525
Joined: Mon Jun 20, 2016 10:10 pm

Re: Airline without a email address to contact

Sat Mar 14, 2020 12:52 pm

It gets rid of the time wasters who send emails or people who are too lazy to read FAQs on a website.
If you are targetting a price-conscious set of customers, you ideally want to put them through a little bit of pain (eg wait 5 mins in a phone queue) so that customer decides if they really need a human being, before you spend money on providing customer service that involves one of your staff spending time

Chat might sound nice, but it takes much more time to discuss a topic when somebody types at 20 words per minute instead of speaking verbally at 100 words per minute
 
mrbonfire
Posts: 72
Joined: Wed May 10, 2017 8:59 pm

Re: Airline without a email address to contact

Sat Mar 14, 2020 1:36 pm

Don't think this is right. Especially in EU. There's a rule that if you're distance selling, you must provide an email or contact form.

Check out this (not great) page https://wizzair.com/en-gb/information-a ... omplaints/
 
AeroVega
Posts: 215
Joined: Tue Nov 20, 2007 4:32 pm

Re: Airline without a email address to contact

Sat Mar 14, 2020 2:19 pm

davidjohnson6 wrote:
It gets rid of the time wasters who send emails or people who are too lazy to read FAQs on a website.
If you are targetting a price-conscious set of customers, you ideally want to put them through a little bit of pain (eg wait 5 mins in a phone queue) so that customer decides if they really need a human being, before you spend money on providing customer service that involves one of your staff spending time

Chat might sound nice, but it takes much more time to discuss a topic when somebody types at 20 words per minute instead of speaking verbally at 100 words per minute


Not if you deploy a chatbot like Aeromexico does.

https://apex.aero/2018/12/10/aeromexico ... ervice-hit

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