Kevin Harrington

You Can Complain When It Suits Us

Boeing 747 flying out of the sun

Written by

Kevin Harrington

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Help me, please. I’m trying to decide if this is ethical or fair trading. I would love your opinion. Read on…

I was looking at a UK based holiday company online. They are conveniently available 7 days a week including bank holidays. In fact, they are even open for our calls until 20.00 on weekdays. That is if you want to spend money and buy a holiday from them.

Now, if a customer wants to complain, the convenience evaporates; calls to the complaints team will only be answered Monday to Friday between 09.00 and 17.00. This is of course at the time most customers are working to earn the money to buy the holidays.

As a policy this makes me feel uncomfortable. What’s your opinion on this? Am I being unfair?

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Kevin Harrington Partner
Kevin Harrington is a Partner at Exit Factor UK, helping SME owners increase business value & build a rewarding, well-planned exit. Former CMO at BBC Worldwide.
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Comments

2 responses to “You Can Complain When It Suits Us”

  1. NK

    It seems to me that there may be two things at play here. 1) There are less complaints than sales and therefore the complaints team is too small for two shift working, and/or 2) They are trying to make complaints difficult to make.

    I wonder if the sales phone line could not receive complaints ‘out of hours’?

    Whatever the reason behind this it does come across as a bit cynical or uncaring.

  2. rob

    Cynical. Name and shame them!

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