After waiting for customer service to take me off hold for more than TWO HOURS,
I accidentally lost the call when I had to run to retrieve a screaming
toddler from his crib. (Little Dude didn't nap long enough and judging
by his screams, he wasn't ready to wake up.)
I was so frustrated. (Understatement of the year - I was livid, to put it lightly...)
Little Dude was crying, and then I started to cry - it was not a
pretty picture. Then, since I was crying, Little Dude began to cry more.
When the Hubby got home, I tried again, and finally got through. I was very calm and polite, and
told the customer service representative why I was calling and how I
waited for more than two hours the first time. She said, "Yes, it has been a busy morning here." NO APOLOGY! In fact no apology for the inconvenience of any of this throughout any of the call - and I was nice to her.
Her response? "You should have used our Web site to cancel your
flight, then. It isn't our fault that you had to wait." And then she
sort-of huffed into the phone.
Now here is what I have to say to the current executives at Midwest Express,
who obviously don't care about long-time customers. Never mind that
these customers have shared glowing reports of their service for years,
always recommending to others to "pay the little extra as you will
never have a bad experience."
(Seriously laughing at that last statement right now...)
I used to book you, even when it cost a little extra, as I have always been impressed with your customer service. What happened?
You boast of the, "best care in the air," and I'm happy to hear it,
because you certainly have horrible care on the ground, as of recently.
You let the news of the canceled flights hit the media before you
bothered to contact your customers about these cancellations, and then
you don't even bother to apologize for the inconvenience?
I realize airlines are getting hit heavily with the increase in the
cost of fuel and I sympathize. But my sympathy and understanding for
you, Midwest Express, went out the window with the HORRIBLE customer service, I experienced today.
Luckily, we were able to reserve seats on another airline, but thanks to you, Midwest Express,