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Comments

@Andrew - sometimes I don't know what else to add to a comment ;)

@Julie - indeed. One day I'll also tell the story of the PR agency that contacted me after I wrote a travel-related story to tout their client's system that sends text messages to customers to then never respond to me when I showed interest. Another not so good way to conduct business, don't you think?

@Ann - glad you enjoyed. When I saw that I image I was in heaven. Exactly how I envisioned the thing going down!

@Ari - thank you. A high praise coming from you. That's when you search Twitter, then find the AirFrance account where not one, but two people ignore your tweets. Their names are Sophie and Marc. Well done guys, you now have 5k followers and you have not had a conversation with any of them.

With #2, the key for me is to answer the phone period and to either have an answer on the spot or be able to place the customer on hold to get the answer or to transfer to someone who can answer it.

It annoys me to no end, and this is not inclusive to the travel industry, when the agent is clueless and I am forced to hang up and try other means to get that answer.

Great post!

Love this post, Valeria.. and it's spot on.

But really what inspired me to comment was the graphic... god, that's JUST how it feels when you are traveling by air these days, isn't it? Priceless.

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