My experiences of City Supporter Services over the last 2 days
1. Yesterday early morning had query on kids loyalty points, took 50 mins to get through, but all sorted, service good, website shit
2. My ticket window opened at 3 pm, ticket bought by 3:04 pm but not sure if others had the same issue but it didn’t tell me which travel options were available and which I had selected, so rand supporter services at 3:95 as number 70 in the queue, an hour and 40 minutes later I got to number 1 in the queue, got told this 3 times, and then at 16:40 it just said “thank you, goodbye” and I was cut iff
3. Last night I was completely unaware whether I was on City plane as I wanted or not, so sent 2 emails to the club, as of yet no response, but appreciate they are busy. Decided to cover my options and book a return flight to Porto and 2 days accommodation, but left all night shitting it as to whether my ticket would end up in a club plane without me
4. Spent 2 hours on the phone this morning but did actually get through. Politely mentioned yesterday’s problems and was met with a response of what do you expect me to do about that? Supporter/Customer Services indeed! Mentioned the website issues and the fact that others may be having the same issues, and she was completely disinterested, customer service?! Anyway they are posting my ticket out but I am now a few hundred quid down but get 2 days in Porto, but I can just about afford that, others maybe not.
Not for the first time City’s website, phone network, staffing levels and customer service have in my view left a lot to be desired. On the upside I eventually have a ticket and travel sorted so I suppose I am very grateful, but there must be better ways of treating CUSTOMERS.
