A TALE OF TWO HALVES!
It’s always been my fetish to learn from others outside our industry and try to extrapolate and enhance what I see and experience in my day to day role. Recently I was off to some far flung long-haul part of the globe, which as a smoker I always find arduous at the best of times. The benefits of many thousands of air miles reminded me that if one has to travel on business then one should travel ‘business’! Accordingly I booked my e-ticket with a different carrier to my usual one (at the clients’ recommendation) and awaited the usual confirmations and messages to flood in. My experience had always been to get a confirmatory e-mail, several itineraries, a few prompts to book my choice of seat, meal preferences and chauffeur services.
My flight was a mere 24 hours away and still I had nothing apart from my booking reference and passenger number. Being mildly technophobic I entered their website and was inundated with information that was no doubt useful to many passengers but hopeless in directing me to the appropriate help section I required. So I telephoned and after the ‘de-rigeur’ press one for x, press 2 for y. . . and 8 to repeat these options I guessed at a department that could assist to be eventually told that I needed a different telephone number for the chauffeur drive service. I dialled the number they gave me and faced a few more automated choices before someone human took my call and explained that I was not on their list and as my flight was now within 24 hours obviously I could not book their service. If I wished to resolve the issue I would have to telephone another number (customer services) and take up the matter with them. Accordingly I dialled yet another number and after a short automated sequence was told for my call to be connected, and “for my convenience” I had to quote my passenger number. I spent at least eight minutes trying to assuage the automaton that my number was correct and that my accent was acceptable. Neither, in the event, proved satisfactory and I was disconnected as they were ‘unable to process my call at that time”. I eventually re-dialled and pressed any number at random until I was connected with a human. I outlined my plight and was told that they would transfer me, again. Waiting to be connected listening to some piped muzak prompted me to set off several pre-flight cigarettes, now as you can imagine, really relishing the prospect of using my new carrier. I was then given a number to quote and re connected with the chauffeur company, who conceded that I was after all on their system and the car would be sent.
My flight was fine, the service was great, the food and accommodation as good as my usual airline. Would I use this company again? Probably not. Translate this to your event. Your show is great, educational content spot on, but your registration or car parking arrangements suck. Will I visit your show again? Makes you wonder doesn’t it?