How not to run a helpline

How not to run a helpline

Had to call Logitravel today as we still haven’t received the tickets for the ship. And what an exercise in absurdity. You have to enter a 9-digit booking reference number and then get a mere 15 seconds queueing before a voice says “All of our agents are busy at the moment. Please call us again in a few minutes.” At which point, they terminate the call and force you to call back, rather than allowing you to hold in a queue! I must have tried 20 times before I finally got through to someone.

Having got fed up with it after about 15 tries, I used their web form to contact them as an alternative. This gives no notification that they have received the message, and does not show up in the Messages section of your account. How difficult would it be to send a confirmation e-mail and add it to the Messages?

Plus, help is only available 09:00-18:00 Monday to Friday, so rather limited for either option.

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