Estonia, Internet, Lithuania, Technology, Transport

“Our client base, number of operations and demand for the quality and speed of our customer service is constantly increasing. At this moment we see that new measures should be taken to match this demand and to keep our customers satisfied. To achieve that and to improve the relationship with customers, we’ve designed a whole new customer service system, matching customer service standards of the biggest and the best companies all over the world”, told Bookinghouse.ee Distribution Systems Department Director Vytautas Žiemys.

The first of the major changes will be the live customer service chat. Customers will be able to ask their questions directly in the chat at Bookinghouse.ee, without having to call and pay for anything. In addition to being absolutely free, live chat will provide much faster service and answers than an e-mail conversation could.

Another change will cover ticket reservation system. Customers, who bought tickets, will be able to check their status anytime. If something goes wrong, they won’t have to come to the chat or to call the company, as they will have the possibility to report the problem directly via the same ticket reservation system. Moreover, they will be able not only to report, but to see how the problem is solved and check the status of their report too.

The changes were mostly inspired by the late misunderstandings covering refunds for the airBaltic flights cancelled due to the eruption of Eyjafjallajokull. Although flights were cancelled in the middle of April, in this case of volcanic flight disruption airBaltic started giving out refunds only in the end of June. There are people who have not received their money back yet and who are still waiting for their refunds from the airlines.

“This is surely not the way we would like our customers to be treated. Customers bought tickets from us, so it is understandable they are waiting immediate reaction from us. But in cases like this, airline companies are responsible for refunds, so we are forced to wait for refunds same way our customers do. To create more transparency and to keep customers updated about their reports and complaints, we are improving our customer service system, so they could clearly see, that their reports are received, that we’re working on them, and that none of our customers is left without answer”, said Vytautas Žiemys.