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My sister and I booked flights with Air Asia last night. Because I am not really confident about giving bank account details and the like, I chose to pay through their other payment partners. Since SM City Baguio is so near our house, I decided to pay through the The SM Store which was one of the choices in their list of payment partners.
So this morning, my sister and I went straight to The SM Customer Welfare Desk. That is where I usually pay my online bookings. This time however, it's my first time to pay my booking with Air Asia.
When we reached the counter, my sister handed the printout of our booking details to one of the staff (there were were 2) and she just stared at the paper. After a while, she asked her companion to help her out. Her companion read the document and asked: Ano ito? (what is this?). I told her that it was the booking details sent by Air Asia and I need to pay for our booking to be confirmed. I guess, she was not listening. Or maybe, she did not understand what I said and so she asked: Para saan? (what for?). So I just had to repeat my answer. Then she told me that they are not accepting payments for Air Asia bookings. She probably got the hint with the look on my face so she called their supervisor/manager. After that short talk with the person on the other end of the line, she told me that they are not accepting payments for Air Asia bookings and that she was referring me to a travel agency located on the same floor. It's not my first time to travel and it is not my first time to pay for my bookings so I am not stupid to go to that travel agency knowing that they are not going to process my request anyway! What I did was to show a screen shot of the list of payment partners and asked: So, mali ito? (So, this is wrong?) and she said, Oo (yes). And so I pointed at the signage they have and asked: So, mali rin yan? (So, is that wrong too?) and she said, Hindi (no) but we do not accept payments for Air Asia Bookings. I knew that the conversation is going nowhere and so my sister and I just left.
Just the other day, I was invited to talk about Customer Service and I got a bad one today. Well, it's not my first time to encounter such lousy service at SM. I always do. If only I had other choices for the other services I avail from them...
I wonder, are they not getting any training related to custmer service? Or they do, but they're just so stupid and they do not know how to apply it!
When we reached the counter, my sister handed the printout of our booking details to one of the staff (there were were 2) and she just stared at the paper. After a while, she asked her companion to help her out. Her companion read the document and asked: Ano ito? (what is this?). I told her that it was the booking details sent by Air Asia and I need to pay for our booking to be confirmed. I guess, she was not listening. Or maybe, she did not understand what I said and so she asked: Para saan? (what for?). So I just had to repeat my answer. Then she told me that they are not accepting payments for Air Asia bookings. She probably got the hint with the look on my face so she called their supervisor/manager. After that short talk with the person on the other end of the line, she told me that they are not accepting payments for Air Asia bookings and that she was referring me to a travel agency located on the same floor. It's not my first time to travel and it is not my first time to pay for my bookings so I am not stupid to go to that travel agency knowing that they are not going to process my request anyway! What I did was to show a screen shot of the list of payment partners and asked: So, mali ito? (So, this is wrong?) and she said, Oo (yes). And so I pointed at the signage they have and asked: So, mali rin yan? (So, is that wrong too?) and she said, Hindi (no) but we do not accept payments for Air Asia Bookings. I knew that the conversation is going nowhere and so my sister and I just left.
Just the other day, I was invited to talk about Customer Service and I got a bad one today. Well, it's not my first time to encounter such lousy service at SM. I always do. If only I had other choices for the other services I avail from them...
I wonder, are they not getting any training related to custmer service? Or they do, but they're just so stupid and they do not know how to apply it!
