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Stephane Hamel
Digital marketing & analytics shaped by data governance, privacy and ethics | Educator · Speaker · Consultant
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December 14, 2022
My first experience with Flair Airlines was smooth and the prices were fair. However, the check-in process was a nightmare. The website was unresponsive, and even the app didn't work. I spent over two hours trying to complete the confirmation process and select my seats, but it kept failing. When I finally managed to reach the confirmation and was going to retrieve my boarding passes, it failed again and the only way to fix it was to go through the whole process once more. I tried reaching out to their support, but I only received an automated reply directing me to a virtual chat assistant called Max. The chat with Max was a typical useless #chatbot "conversation" and I ended up asking to chat with a real human... who was as useless as the bot. Yes, he asked me to clear my cookies... If only a smart virtual agent, like a controlled version of #ChatGPT, had been able to help me with the check-in process and retrieve my boarding pass using natural language and a conversational flow, it would have been so much better. #experience #airlines
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December 14, 2022