Travelocity stupidity
I was trying to pull the record for my trip last week from Travelocity, which is the site I used to make the reservation. Since I was receiving a “trip not found” on the Web site when I typed the trip ID, I decided to call them. After thirty minutes on hold (thank goodness for headsets), I finally reach a Real Human Being and I explain my problem.
” I am trying to pull the record for a trip I made last week but I can’t find it.“
” That’s normal, it’s an old trip.“
” You don’t keep records of past trips?!?“
” We do, but we don’t give access to this functionality.“
” Why not?!?“
” It’s not needed.“
” Well, I certainly need it now, and your competitors and other Web sites keep track of past orders for the convenience of their users…“
“…
… Would you like me to email you a copy of your receipt, sir?” ” Yes, that would be great.”
Some companies really don’t get it.
Comments (7)
you should be happy that you got to speak to a reall person and that he/she did not try to sell you something at the end of the conversation i bet someone with a very complex Excel model has worked out that not making available x old trips for y number of users for z number of days equates to $$$$$$$ savings in hardware and that is of greater worth than the lost of goodwill to the small % of customers who may require to access old trips ;-)
I agree. And the next time you have to go on a trip you wouldnt hesitate for a second to buy a lower priced ticket on travelocity, if one is available. And what happend to the itenarary they emailed you? And by the way, since when is Che@p is a bad word. Your blog calls it "questionable" content.
Thoughts on J2EE, Java, AOP and software development in general. keep focus ! thanks!
Another call center in India! We need to start bringing back the jobs here, and stop this bs overseas.
I forwarded your post to the folks on Travelocity's site quality team for consideration as an enhancement. Retrieving traveled itineraries - they thought it was a great idea and have added it to the queue for discussion.
i bet someone with a very complex Excel model has worked out that... if you've worked in a software development environment where feature decisions are that methodical, then i am jealous. in companies big and small i am used to seeing a much more subjective (and at times insane) process.
Any one heard of a process/methodology/bull$#!T called Six Sigma? That involves a lot of Excel to make these kind of decisions.