Jenny A.

Shocking! How do these people get jobs in Customer Service?!

Our flight to Brisbane was booked via Opodo some months ago. Just before we were due to travel, I was unfortunately advised that due to rather serious recent health complications, I was not able to fly on 1st September as originally planned. As I'm sure you can appreciate this was devastating news, as we were due to emigrate having been successful in applying for our visas.

I called Opodo as soon as lines opened to cancel our flights. I spent nearly an hour trying to get through, waiting in a queue, then getting cut off. When I did eventually speak to a representative around 10am, she complained that she couldn't hear me properly & that it was a bad line. I explained I was on a land line so couldn't understand why the connection was so poor, to which she replied rather abruptly "We are having problems with our lines this morning, can you speak up?!"
I explained my situation and was advised about the cancellation policy. Because their phone lines were so poor, I had difficulty hearing and asked to clarify again what the representative had outlined..."So just to clarify, we get our tickets refunded minus the cancellation charges of £125.00 per person." Before I could even finish this statement, I was rudely interrupted with yet again an abrupt & frustrated tone in her voice..."I have just said that! - I just explained all this to you!?"

Having worked in Customer services my whole career, specifically customer support centres and having managed such teams, I was shocked by the lack of courtesy, empathy; taking into account the sensitivity of my situation & common decency this lady displayed. There wasn't even an apology on behalf of Opodo for the issues with their phone lines, & the frustrations in trying to get through to someone initially. Would you not expect a response such as "I apologise, we are experiencing some problems with our phone-lines this morning, sorry for the inconvenience."?

Whilst I appreciate it must have been a frustrating morning for the staff, I would be appalled if any of my team members handled a customer call in this way. I regret not taking her name.
How do such people get a job in 'Customer Service'?

I made an official complaint 3 weeks ago now & haven't even had an email in receipt of mine confirming it's being looked into.