Profile: peterell
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What's Happening Now
July 19, 2010 1:10 pm
Thanks for your comment, peterell. How might airlines be required to guarantee a limit to wait times? Perhaps they should be required to keep minimum staffing levels based on the time of day, or day of the week?
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I am concerned about the length of time customers are put “on hold” or spend trying to navigate automated call centers. I posit that this industry, among others, is costing the American public an enormous amount of time, money and productivity due to wasting the customer’s time. I wonder if a mandatory maximum waiting time could be legislated beyond which there would be either a fine or a credit to the customer. I believe that a maximum waiting time could be established and that beyond that waiting time the customer should be offered a call back appointment from the airline without losing the customer’s place in line.