The (digital) divide in customer service
Human disruptiveness in customer service is not caused by persistent freezing temperatures.
Cyprus Airways the best airline in the Eastern Mediterranean and not Only!
We understand why you Fly.
2010 may prove to have been the most challenging year to Cyprus Airway's recent history...and from the looks of things the year is far from over in terms of adding to the long list of challenges.
If there is one singular trait of human resilience that could be highlighted in the current context, it is our capacity to exceed hardships, while at the same time embracing the times in which we live. With the constant and repetitive unpredictability of climate change that seem to empower natural forces, in 2011, we can't assume to say that the consequences of not using direct communication channels for customer service and online reputation will guarantee success for the years to come.
The consequences of disruptions for airline traffic has required that a whole set of entities to work together in accommodating people held up their journeys - I may say that even entities such as EuroControl have played a significant role in understanding the importance of freeing information and making it available to those concerned, where years ago they would have been little concerned with direct communication.
People and professionals don't expect companies to be on all fronts available at all times - that is not the objective either. But in light of the case at hand, the digital divide exemplifies how a Company can be communicative about the wonders of winning online competitions but not responsive to the urgencies created by unpredictable weather conditions. The cause for disruptions of mechanical nature are understandable and explicable, but it is the disruptions of a human nature that offer no explanation which are a complete dis-service.
It is unsustainable in the travel sector today, with the important benchmarks already created by travelling companies in the use of online monitoring and responsive tools, that national carriers, prove to be so distant from customers. Although unsustainable, it does however shed some light as to where companies stand when time comes to be human and not mechanical.
Photos: Twitter accounts relate status until 21.12.10. Corresponding status were changed upon contact the airline. That's 6 days later with a text you can read here
Cyprus Airways responds:
In view of the flight disruptions in the UK due to bad weather conditions,
Cyprus Airways have once more demonstrated their social responsibility
by utilising all possible means and scheduling extra flights to
facilitate the transportation of the stranded passengers to Cyprus in
good time before the festive season