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The secret to great customer experience

Don’t piss off the customer.

Bruno Pešec
Bruno Pešec
1 min read
The secret to great customer experience

It’s been more than two years since I’ve flown, and given the current situation of airports and airlines, I had very low expectations.

What I absolutely did not expect is SAS to really disappoint me. Not only didn’t their website work, but after a total of eleven hours of waiting (few times because they hung up on me), I got nothing done.

I just needed to rebook my flight. I was willing to pay for it. I was reaching out two weeks before my scheduled flight. I was polite in my communication—because I understand they are under a lot of pressure.

Even worse, once I actually reached a human, they were unwilling to work on a solution with me. “That can’t be done.” “Could you please connect me with someone who can help, then?” Beep beep beep.

Ironically, I had no issues rebooking flights with Ryanair. They were so happy to take my money. I mean, when the notorious budget airline beats you in the customer experience department it might be a good time for some candid reflection.

So I sucked up the cost with SAS, and made a vow to never book another flight from them. Norwegian and Flyr will be my preferred choices for Norway.

Customer Experience

Bruno Pešec

I turn corporate innovation into a viable investment.

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