Systems error in customer service
Earning airline miles requires dedication: Sure, you can earn them by flying regularly – but not everyone can afford to do that. I certainly cannot. I do fly occasionally with my wife but when holidaying overseas. But if one wants to collect the rewards points even when not flying, you can do that through specific co-branded credit cards – and that’s just what my wife and I do.
What you need to be aware is that the points you accumulate can expire. Not all at once, but in stages, where a good number of points can be wiped out. Some airlines have eliminated expiration dates entirely, but that’s not the case with mine. So, you need to plan ahead and ensure that they aren’t forfeited accidently. Miles that are about to expire may be extended for a fee – usually costing of an arm and leg.
I am not a buffet restaurant fan nor is my wife. However, very recently I had to redeem some points that I had accrued from my airline loyalty card before the month end or face the prospect of forfeiting them. With no overseas holiday planned on the horizon, I had the choice of redeeming my points by dining at a couple of the airline’s partners restaurants. However, they both were ‘all-you-can eat’ joints. Having no choice in the matter, we decided to combine the visit with our date night for that particular month.
Now my wife and I who are both senior citizens, dine out together (not with the family) on and off, on what we affectionately term ‘our date night’. This is when we spend a specific uninterrupted time, by stepping out of the routine and away from home, to enjoy a meal, and create lasting memories.
Dining out over the years, we can remember the tastiest meals we’ve had, but also the most unpleasant experiences like poor service, unhygienic settings, and even uncaring staff. These experiences leave a long-lasting impression, whether we like it or not, exemplifying how both good and bad experiences can shape our memories.
The restaurant we opted to visit to redeem my soon-to-expire airline rewards points is one we have gone to, in the past. It featured a good choice of starters and salads including sushi, a variety of cheeses and accompaniments, action stations that served lamb, chicken and fish. The mains however consisted of the usual Chinese and Sri Lankan or Indian foods and Pastas. The desserts were more or less; cringe worthy - to say the least.
That particular day was it no different. When we arrived, it was clear that everyone working there wished they were working elsewhere. The wait staff was unsmiling and went about filling the water glasses and clearing the plates with sphinx-like faces. Hey, we weren’t here to make friends but to eat, but a smile would harm no one. It was the same during our previous visit. So, I guess full marks there for consistency in the way they behaved, even for the wrong reason.
What was no different though was interrupted by two different moments - a very positive one mid-way, and a very negative one… towards the end. I am allergic to tomatoes and fish. Consequently, there was very little that I could dish out from the mains section as 80% of what was there had tomatoes in some way another. I then noticed some freshly boiled prawns peering out of a dish. To my dismay, they were all garnished with cut pieces of tomato. Pointing out the prawns I explained my predicament to a chef standing behind the counter. He said he would prepare a separate prawn dish seasoned only with salt and pepper and serve it to my table. And he did that after a few minutes. It truly was a genuine moment of kindness and our compliments to that chef!
When it was time to pay, I presented my co-branded credit card to the waiter, giving him instructions to redeem the required number of reward points to pay for our dinner. He took it and disappeared. Now I understand that delay is a standard part of this type of payment process, but to sit waiting for nearly 20 minutes not knowing what was going on was worrying. It also felt weird to see our waiter clear empty glasses from a table afar. Granted, the waiter was busy and not exclusively at our service, but a long and unexplained delay is unacceptable. It also creates anxiety when one’s credit card is taken out of sight for so long.
At this point we enquired from the floor manager as to what was going on. He checked and told us that due to a ‘systems error’, they are unable to redeem airline reward points that evening. We asked why we were not told of this earlier rather than been kept waiting. Whilst apologizing to us, he blamed the cashier to whom our card was given to for not informing the waiter in time. Asked, “Shouldn’t the waiter have checked with the cashier?” He remained apologetic without answering. Long story short: we ended up paying for our dinner!
A “failed to communicate” error aggravated by the probable non-existence of a standard of operation (SOP) for handling a “system’s error” in customer service turned negative towards the end of our date night.
Ilzaf Keefahs - Is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike.
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