NEWS FLASH
Wizz Air passengers will be informed about their cancelled flights by a telephone bot, which will also tell them about their rights and alternative options as of this April. “When we see reports of dissatisfied passengers, we notice that more often than not they are upset about the way they were treated rather than the cancelled or delayed flight itself. We are introducing an automatic alert for cancelled flights. In the event of a cancellation or serious operational problems with a given flight, we will call passengers ourselves. A special robot will call and explain to the passenger what is happening with his or her flight, what rights and available options he or she has and what they should do next. This will be a kind of guide over the phone”, Wizz Air said. The service will be available in all countries that Wizz Air operates in. The low cost airline has been forced to reduce its summer network due to issues with Pratt & Whitney engines on some of its Airbus A320neo-family aircraft, which require the jets to be grounded for inspection. As a result, the airline has cancelled a number of flights compared to its original summer plan, affecting most of its European markets.
Love their explanation that they are doing this because people whose flights got cancelled were complaining about the way a human being treated them. While it is just a cost-saving measure to cut the workforce in customer support. So, a robot is basically a pre-recorded message that will be played to us over the phone. Facts.
ReplyDeleteThey are hoping that people will not call an actual human call centre if a bot calls them? It makes no sense to me. A text message could say the same as a phone call bot. What if people don't answer the phone? What if they don't speak English?
DeleteI think you still get an email.
DeleteMany people contact call centers just after receiving cancellation notification which creates mess with customer care. This way you'll get info automatically for the something you would call them and wait for the agent to check and list you the options. And unlike when you call them, this one is free of charge.
DeletePrerecorded message or bot is often better that some guy from call center, who needs to make 1000 more calls today.
DeleteEmail and SMS message with a link to a web page with more info and options is better. No one likes bots :D
ReplyDeleteThis could be useful in some cases. Many of their passengers don't speak English and I guess the prerecorded message may also be in several languages.
ReplyDeleteBut how will they know what language to play? My flight from Dubrovnik to Luton was cancelled and I booked it when I was in Italy, on https://wizzair.com/it-it. What language will the message play in?
DeleteHello, I am a Wizz bot. Your flight is cancelled.
ReplyDeletePoor bot. Will have a lot of work to do
ReplyDelete🤣🤣🤣 Bot overtime. Especially from June to September
DeleteThey should work on their text-based announcements first. Last time they diverted my flight due to industrial action in March (BEG-HAM) they didn't even informed me about where the flight is now going to land, just got the generic EU 261 SMS/mail. Found it out by myself on their website, I'm sure the majority of passengers didn't even knew about it until they were at check-in at BEG (6am flight).
ReplyDelete"The low cost airline has been forced to reduce its summer network due to issues with Pratt & Whitney engines on some of its Airbus A320neo-family aircraft, which require the jets to be grounded for inspection."
ReplyDeleteThey are operating flights from Avion Express. Here is an example of LY-MLJ:
https://www.flightradar24.com/data/aircraft/ly-mlj#
Yes but over 40 of their aircraft are grounded. So they can't make up for it with wet leases.
DeleteLY-SPU did a few flights for JU and got ferried today to Tirana for Wizz
DeleteText & email = paper proof.
ReplyDeletePhone call = my word agains yours.
In case of very few legal almost zero legal action, you can't prove anything, and who said what is not valid in legal case.
Western world uses paper trace so you can get some sort of compensation.
Also depends on circumstances and it's not always the case, but just saying.