The Emerging Trend of Recording Customer Service Calls in Travel: A Double-Edged Sword
Passengers Turn to Recording Calls for Better Service – But Is It Effective?
Travelers are increasingly adopting a new tactic in their quest for improved customer service: recording phone conversations with representatives. This trend, exemplified by Robert Grunfeld's experience with United Airlines, raises questions about its legality, effectiveness, and the overall state of customer service in the travel industry.
The Legal Landscape and Technical Challenges
In certain states like New York, recording calls is permissible if at least one party is aware. However, legal expert John Hooker from Carnegie Mellon University points out that some states require consent from all parties involved. The challenge is further compounded by technical limitations on platforms like iOS and Android, necessitating alternative methods such as using speaker mode and a separate recorder.
Success Stories and Limitations
There are instances where such recordings have led to favorable outcomes. Ben Edelman, for example, successfully used a recorded call to rectify a class misdescription on an American Airlines ticket. However, Melissa Copeland of Blue Orbit Consulting notes that success is not guaranteed, especially with airlines strictly adhering to their terms of service.
Potential Backfires and Alternative Strategies
Recording calls can sometimes backfire, as Eva Keller's experience in the hospitality industry illustrates. Edward Hasbrouck, a travel expert, suggests a more effective approach: asking agents to note any promises in the reservation system, which can be more persuasive than a recorded call.
The Need for Better Customer Service
The core issue lies in the gap between verbal promises and written commitments in the travel industry. The ideal solution is for companies to automatically offer transcripts and recordings of customer interactions, thus ensuring transparency and accountability. This could potentially obviate the need for customers to record calls themselves.
United Airlines Case: A Test of Effectiveness
In Grunfeld's case with United Airlines, despite a recording confirming a promised rebooking, United adhered to its policy of only offering refunds, highlighting the limitations of this approach.
Practical Tips for Improved Customer Service
- Immediate Action: Address customer service issues on the spot.
- Written Confirmation: Obtain written promises via email or online chat.
- Selective Recording: Consider recording calls with small businesses or when written commitments are unattainable, while adhering to legal requirements.
While recording customer service calls can be a tool for travelers, its effectiveness is varied and dependent on legal and policy constraints. The ultimate resolution lies in improving the quality of customer service and ensuring transparent communication in the travel industry.
