As the Northern Hemisphere arrives at summer 2022, many travellers are getting things figured out. Travel is back – but it’s a madhouse. People have had long delays and wait times to rebook their plans. From 2020 to 2022 it has been a toss up of who or what is providing support to customers.

Take all of these issues and multiply them "world-fold". There are many customer service issues that will arise.

We ask, "What do you do to plan for customer care"? Why is there a long hold? In many cases the support can only come from the provider - which isn't always the easiest to determine. Is there enough staff to hire, have experienced staff left the industry? The situation of experienced staff leaving an industry goes far beyond just the travel industry. When you call, have the knowledge and the request with you.

Vinod shares a story of getting caught up in a loop with a point upgrade credit. Aeroplan...if you're listening...

Geoff shares an experience of getting stuck in a "shadow ticket" loop and it eventually getting fixed.

Vinod shares a frustrating experience with a gift card and trying to utilize it for control of family seating.

Geoff shares props with Lufthansa for a quick response to a call he had with them.

In most cases, airline call centres are regional. Due to this regionality, there can be a disconnect between global staff and local realities. Vinod shares a story of how he used local knowledge to his advantage and building a personal connection.

These days, patience is virtue. Be adult and cordial – you will likely get further.

We also look at the current situations with massive queueing and lineups in person – in various cities worldwide. Since many people haven’t flown recently their attitudes are amped up.

Take the time to analyze the peak periods of the airports that you are visiting.

If you're liking this episode experience, you may also enjoy Experience 011. Flight delays, cancellations, diversions, and the airline's obligations. It's available wherever you listen to your podcasts.

Vinod and Geoff share their travel plans for the summer of 2022. Geoff with Canadian, European and Southern African journeys, while Vinod has a first trip to the UK with a baby toddler.

We’re packing patience - and are making sure to have the paper copies as backup!

News Items:

• simpleflying.com article "Ryanair Passenger Spends 5 Days In Zagreb Airport After Traveling With Wrong Passport."
• reuters.com article "Canada's busiest airport battles delays ahead of summer travel."

If you have a story about travel customer service stories, upcoming trips, or other experiences that you would like to share, please email us at stories(at)seat1a.org or find us on Facebook, Twitter, and Instagram. If you wish to support the show financially, we are on Patreon. Show notes are available online at http://podcast.seat1a.org/