In the last articles, there’s been a debate on this subject and now it probably sounds like a song stuck in your head: “please fill in correct and complete contact details”. As funny as it may seem, it’s one of the most important steps when booking a flight ticket.
One wrong digit in your phone number or mistakenly switching two letters in your name or email address – these are examples of situations in which the communication with you, our passenger, can be extremely difficult or even impossible. For this reason, we’re sharing some thoughts from our colleagues from the Call Center, Customer Service and Ticketing departments regarding what’s happening behind the scene, how they handle situations such as flight change or cancellation and how they let passengers know about it.
Call Center: you’re always up to date
Changing your plans in the last minute is not something many people enjoy, we know it. But there are rare cases when flight changes or, in extreme circumstances, flight cancellations occur, due to various operational reasons (crowded airports, many flights scheduled at the same time, bad weather etc.).
Our colleagues from Call Center are among the first to be informed about these changes and they know they must act immediately.
First, they check the flight list and try to identify all passengers on that flight. Then, they search for their contact details – maybe yours are among them. Initially, you will receive an SMS and an email to inform you about the changes on your booked flights and you will be provided with other options.
In case our colleagues from Call Center don’t receive an answer from you in the following hours, they will contact you by phone and offer you an alternative.
“The first thing that our passengers can make to ensure they are always updated regarding the status of their flights and, most importantly, the possible changes is to fill in their correct and complete details. This way, not only we can inform them immediately in case of changes, but also they can enjoy their trip to the fullest!” (Marius A., Call Center)
Customer Service: help them to help you
Planning your holiday is probably one of the most exciting tasks – setting up the itinerary, making a list of places to visit, asking Google for even more suggestions or friends who had already been there. If you choose to go to a travel agent, things get even easier when it comes to planning the trip.
But according to our colleagues from Customer Service, most cases on incorrect or incomplete contact details occur when passengers choose to book their flight tickets via travel agencies.
“We had such a case recently. A family booked their Blue Air tickets from Bucharest to Rome and they were supposed to fly further to the US. Unfortunately, our flight was cancelled several months before their departure date, but because the travel agency from where they bought their tickets did not provide us with the passengers’ contact details, we couldn’t contact them. The family found out by chance about the cancellation one day before their departure.” (Irina P., Customer Service)
If that family had gotten to the airport and learned about the flight changes there, we can say that their vacation would have started off on the wrong foot. Instead, our colleagues managed to provide these passengers with the best solution and to help them enjoy their most awaited holiday, even one day before their departure.
Worth mentioning is that there are regulations regarding this. Starting off the beginning of June 2019, according to IATA (International Air Transport Association) Resolution 830d, travel agents are required to ask for passengers’ contact details and to provide them to the airlines. Of course, this is something you too can ask your travel agent about. This will help you stay updated.
Ticketing: your getaway ticket
Imagine this: you wake up one morning with a craving for travel. You pack your bags quickly and decide to buy your flight tickets directly from our Ticketing office at the airport. Piece of cake!
But just before you arrive at the point where you get your documents checked you remember you forgot your ID card or passport at the Ticketing office. If you left us your correct phone number, our colleagues could contact you right away and you could get back your documents immediately. You wouldn’t even have to get to the Security Check to remember you “misplaced” your documents.
“It is extremely helpful for us to have passengers’ phone numbers and email addresses because this way we can contact them easily in case of baggage loss, flight changes or delays etc. If the passenger does not have a personal email address, he/she can provide us with the email of a relative or someone close.” (Paula S., Ticketing)
Regardless of the department you get in touch with, our colleagues are always prepared and ready to provide you with the right solution to fit your needs. In exchange, they need your correct and complete contact details.
Spend a few seconds more when booking your Blue Air ticket to ensure you fill in the correct details and you will save minutes or even hours later, in case of flight changes. And if you book your tickets via a travel agency, don’t forget to ask your agent to fill in your contact details in the booking system.
We will ensure you’ll enjoy your travel experience.