Vistara Customer care wait time now almost an hour

Vistara has been expanding rapidly by using Jet Airways aircrafts and Mumbai airport slots. But looks like the airline hasn't invested in expanding support infrastructure proportionately. Trying to reach Vistara customer care is now a real pain, as wait time is easily 30-45 mins during day time, 10 to 15 minutes during non peak hours if you're lucky.
When Jet was operating, if you select business class or first class option in IVR, you could have got hold of a human customer care staff quicker- Vistara doesn't seem to care- even if I select Business Class option you still have to wait like everyone else.

If Vistara is unable to deal with large volume, they should do the following
-Provide a sequence number to the caller and an approx wait time- if I am #5 in line and wait time is 10 mins, I might wish to hold. if I am #50 and may take an hour, I will call back later
-Provide call back feature-allow support staff to call back customers who waited for several minutes and disconnected

Yes, lot of things can be done on the website, but many things can't.
  1. Chennai-Kolkata flight cancelled, I need to be re-routed for free via Delhi- can't be done online, need to call customer care
  2. Missed providing Club Vistara number during booking (booked via easemytrip)- no provision to add it later. only option is to claim missing miles after the trip- but this could spoil my upgrade probability during the flight- so I would rather have it attached before the flight. Need to call customer care for this- not possible otherwise
  3. Website doesn't seem to be selling one stop flights- Like Chennai-Kolkata via Delhi.
  4. Lots of problem scenarios (like cancelled flights, missed baggage etc) aren't automated and need to be assisted by customer care alone.
So unless everything can be done online in self-service mode, there will be dependency on customer care. Vistara need to hire more people and use better technology to deal with increased call volumes, which are proportionate to new flights added.

Vistara has responded as below. The changing market conditions could be cancellation of Chennai-Kolkata, Chennai Port Blair and other flights
Let us see how situation improves in near future. Haven't had the need to call Indigo, Spicejet or Air India customer care- so not sure how bad is the situation there.

1 comment:

  1. Way cool! Some very valid points! I appreciate you
    writing this write-up and also the rest of the website is also really good.


Powered by Blogger.