Bad customer experience trying to navigate the website. Bad customer experience calling the call centre. When I first started looking into changing my partners flight, I was able to view an option to change the itinerary of his flight, as well as costs. But a week later, this option no longer appeared on the booking page. So, we called the call centre. First couple of attempts, all is well, and our calls are handled well, while we dithered and tried to decide what to do. Then one gentleman advised me that the flight we wanted to exchange didn't exist (as he overlooked my departure airport change) and it went from bad to worse there. When we realised this was the case, we called back and spoke to a lady this time, who was quite animated about us trying to change a flight via the call centre rather than online in that...
...I'm wasting my money trying to change my flight via a call, I should go online. I explain I can't see any option to do so. The conclusion our fine call centre operator gave me? I can't use Google (the search engine, as the call centre person was a little confused during our discussion) as I wouldn't be able to access my booking from there as it would use a different version - after a couple of attempts to explain that I use Google Chrome and wasn't using a search engine, gave up and went with the lady's demand that I use Internet Explorer.
Now I understand that Chrome versus IE may have it's challenges, but I wasn't aware that users of Chrome would not be able to experience the full pleasure of a working website (platform compatibility anyone?)... especially when I was able to not a week prior.
...and with our call centre lady, thats' where we stalled, as despite my continual reminders that I was already in the website, logged into my account and looking at my booking, the lady kept on insisting that I type in flybe.com otherwise I wouldn't be able to view the change itinerary option, and that she could see the option just find, in yellow. Again, I am using the wrong version. We didn't progress any further, as I rebelled against being told how to type flybe.com into a URL.
Ultimately, the lady was so patronizing, that Flybe lost our fifty quid exchange to move flights, and my partner got a ferry instead with the money. Waiting on the response to our complaint (28 days response! Could it be any slower?) and I am regretting my flight booking next week.
Oh and six quid to book a seat? Hmph. read more