'Malfunctioning bots and rip-off premium-rate phone lines': Which? tests customer service responses at eight major airlines, with Wizz Air, KLM, Ryanair and Vueling rated the worst
Daily Mailmystery shopper investigation has exposed multiple airline ‘customer service failings’ after it put eight carriers to the test. The consumer champion wanted to find out ‘the true state’ of the customer service cultures at easyJet, BA, Vueling, Wizz Air, Ryanair, KLM, Tui and Jet2. revealed: ‘When it comes to using online chat services, researchers found the coordination between bots and live agents to be hit and miss.’ Wizz Air’s chatbot promised to connect a researcher to a live agent to discuss passport expiration rules, but ‘agents were too busy’. said: ‘In all, researchers experienced a range of inconsistent and at times deeply disappointing customer service interactions - with the likes of Wizz Air, Ryanair, KLM and Vueling falling short of expectations. We continuously evaluate our procedures to guarantee the best customer service and take the areas of improvement pointed out by the survey very seriously.’ A Ryanair spokesperson said: ‘We don’t respond to Which?
History of this topic
British Airways named worst long-haul airline in customer satisfaction survey
The Independent
Wizz Air named worst UK airline for customer service in Which? survey
The Independent
Wizz Air calls for passengers to ‘trust’ it despite delays
The Independent
Worst short-haul airline revealed in new survey – and it’s not Ryanair
The Independent
'Wizz Air cancelled my flight - no support to get me home': Flyer's fury at Hungarian airline
Daily MailDiscover Related
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