An undercover probe has highlighted the sometimes enraging customer service techniques employed by airlines and their AI helpers. In a new investigation conduction by Which?, researchers contacted eight major airlines over the phone, email and online chat to make simple requests to see how accurate, fast and helpful the interactions were. Requests included asking to amend a spelling mistake on a booking and asking for advice on whether their passport is valid for travel to the European Union (EU).
Researchers found that online chat services - where the customer is often messaged by a combination of an AI bot and live agent - to sometimes deliver the kind of infuriating service that can leave enrage stranded customers. Have you had a difficult experience trying to speak to an airlines' customer service team? Email us at [email protected] Wizz Air’s chat bot promised to connect one researcher to a live agent to discuss passport expiration rules, only for them to be told the agents were too busy.
The bot then advised the researcher to wait a minute before reattempting a live chat connection and did this 12 times in 15 minutes before the researcher gave up. A second attempt - this time to amend a misspelt name - went a little better. This time Wizz Air's chat bot provided clear instructions on what to do.
However, the bot could not make the amendment on the passenger’s behalf - something a real customer service agent might have been able to. EasyJet was more successful a.
