We had booked a ticket to travel a short flight from london heathrow to Newcastle (A Fairly short trip). Our flight from chigaco arrived rather earlier than expected 7.00Am and we were booked on to the 4PM flight to newcastle. We decided to enquire about getting transferred on to an earlier flight but were amazed to hear that changing the flight would cost us over £400 for a tickets that originally cost us £160 for both tickets. We were advised to buy two new tickets which would have cost us around £240 as the best they could do. I asked simply for some customer service as we had been travelling for 12 hours and asked if there were any seats left before the aircraft was due to fly if we could be transferred for a more reasonable charge. The response "we would rather let the aircraft fly with empty seats than transfer you". Thanks very much.
Rather angry i attempted to complain at the airport but was told that i had to complain online. When I asked why I could not make a complaint in person and why they bothered having a customer sevice desk the response i got flabbergasted me. " We are too big a company to deal with customer complaints in person."
My overall assessment is that we could easily have been accomodated on an earlier flight and with some common sense this would have been achieved, However corperate greed and staff who were simply not interested in helping made this fairly reasonable request into an impossibility. Customer service is dead it is simply a term used by comapnies to make customers who have needed any think that they actually care about them.
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