Skip to main content

AirAsia should empower their counter staff to increase customer satisfaction

AirAsia is now charging SGD5 to those who check-in at their counter. To avoid paying this additional SGD5, you can either do a web check-in at home, or check-in at the check-in kiosks near their designated check-in counters.

What happens if you didn't check-in via the web at home, and you at the airport and the AirAsia kiosks are down? You would have no choice but to check-in at the counter right? But does this mean you, the customer, is reliable for the SGD5 surcharge?

I was at Changi Airport Terminal 1 this evening and had to do a document check of my printed boarding pass which I checked in at home. I overheard a commotion from the AirAsia counter staff when the check-in kiosk had a technical breakdown and the staff wanted to charge the AirAsia customer the SGD5.

According to the AirAsia counter, there are no options on her system to allow for the waiver for the SGD5 and if the receipts don't tally at the end of the day, she would have to be responsible for that missing "SGD5".

The supervisor wanted to waive the SGD5 charge, but the counter staff was still adamant that the customer should pay the SGD5. She even shouted that if it was another supervisor in charge, the customer will be required to pay the SGD5.

As much as AirAsia has introduced technology to reduce cost, technology often adhere to Murphy's Law where anything can go wrong will go wrong.

When technology goes down, you would need to empower staff to provide for the humanize remedy.

In this case here, if the counter staff had an option to override the SGD 5 surcharge because of a valid reason being the check-in kiosks arn't working, the customer wouldn't be holding up the line for another 10 minutes. This creates more angry customers down the line.

Is SGD5 worth a unhappy customer experience?


Popular posts from this blog

Why is Ramly Burger banned in Singapore?

Yahoo Singapore ran an article of the Ramly Burger by highlighting that it is ban in Singapore.

Yet, the writer from Makansutra failed to address the most important issue of why the Ramly meat patty is banned in Singapore.

A search online easily did highlight that the famous Malaysian meat patty is banned by the AVA but didn't go into details.

Wrote Arlina Arshad for The Straits Times in January 2004,

"But the importing of beef and beef products from Malaysia is not permitted, said theAgri-Food and Veterinary Authority (AVA).

Selling and supplying them without a permit is also an offence, and offenders can befined as much as $50,000 or jailed two years, or both, said the AVA."

In May of the same year, another article highlighted that a man was even charged in court for "smuggling" the Ramly burger in 2004.

"The AVA said that meat products processed in Malaysian food factories which it had notapproved were banned here.Suzali was yesterday jailed for four month…

Did She Run Or Did She "Just Fake It" For Adidas?

Andrea Chong, a Adidas appointed influencer, posted a photo of herself in the middle of the Standard Chartered Singapore Marathon 2015 and captioned how she was "all smiles" during the run.

Unfortunately for Andrea or the PR agency, one of her readers checked her bib number #75148  at the Marathon's website only to find it to belonging to somebody else.

That somebody else is Kuvin Kuar, a intern at Edelman PR and the bib number had a status "DNF" or did not finished.

This raised the first red flag as one of the rules stated that "A Participants is strictly not allowed to transfer his or her race entry to another party".

This cascaded into perceptions that Andrea herself did not even start or complete the race and was only "planted" by Adidas or the PR agency, Edelman PR, to look pretty in the marathon.

Marketing Magazine noted that Adidas declined to comment about the incident which lead to further speculation that Andrea was possibly just …

Kudos To Huawei 2 Year Warranty For P9 Series

When it comes to smartphones, I think I am jinxed.

For my history of owning smartphones, every time it comes close to the end of the two year contract with my mobile service provider. This time round, it happened to my Huawei P9.

All of a sudden, the LCD screen sort of decolourised. I thought it was a temporary issue but the decolourisation lasted for a few hours. Then the nightmare began.

The touchscreen couldn't be touched. This made it the smartphone a brick.

I thought the Huawei P9 only had one year of warrant. With my contract ending in mid-year, I thought I would have to wait it out till the contract ended and allowed me to buy a new phone under a contract.

Luckily, a friend reminded me that the phone came with a 2 year warranty.

So I decided to go to the Huawei service center, right smack in the center of the city, to see if my phone is under warranty and if Huawei would honour their 2 year warranty.

Thankfully, Huawei isn't as popular as the Samsungs or Apples, and the …