Clients often ask me why they can't find the solutions I offer online, why airline call centers can't match my offers, and why my colleagues and competitors can't beat me.
The answer is simple. Airline website algorithms are designed to maximize revenue, not to make customers' lives easier. OTA websites offer convoluted combinations that frequently result in missed connections and other stressful situations. These sites aim to provide everything but the kitchen sink, created by developers who understand the process but care little about the actual user experience. Airline call centers are staffed by people with limited knowledge and experience, who don't stay long enough to gain proper expertise. Moreover, they receive minimal training, only enough to supplement the search engine algorithms. For instance, they often aren't aware of waitlists, which, while useful for clients during peak periods, aren't productive for the airline.
Competitor staff is not trained by the GDS to deeply understand the matter and master the transaction mode, which offers many more problem-solving opportunities. Instead, they use the basic drop-down menu mode, which doesn’t provide an edge over computer algorithms. These staff members are also overworked and overwhelmed with numerous tasks, preventing them from focusing on a single important issue for more than a few minutes. I, on the other hand, am not interested in booking Ryanair for a 20 EUR service fee. I can focus on crucial tasks and prioritize them for days until I find a solution. My colleagues and competitors simply can't keep up.