tag:blogger.com,1999:blog-4260856884063947649.post5810855029838226866..comments2008-12-13T20:43:59.587+11:00Suzehttp://www.blogger.com/profile/13811311694307770436noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-4260856884063947649.post-37490600863517843432008-12-13T20:43:00.000+11:002008-12-13T20:43:00.000+11:00Not only is this an awkward experience, but because people are not being able to self service, they are moving to the contact center which will be costing Virgin Blue a significant amount of money.<BR/><BR/>I was involved in one project which had a cumbersome forgotten password flow that a large number of people could not navigate on their own. As a result the company was employing a full time equivalent dedicated to helping people with something as simple as resetting their password.<BR/><BR/>Now that's what I call C-R-A-Z-Y ;)Mathew Sandershttp://www.mathewsanders.com/touchpointsnoreply@blogger.comtag:blogger.com,1999:blog-4260856884063947649.post-86227737354866737492008-12-07T21:42:00.000+11:002008-12-07T21:42:00.000+11:00I was just about to transpher my dates..then i thought..no just cancel...get the credit the rebook....NOW IM TOO SCAAAAAAAAAARED to try anything after your drama...lol...hold your breath shelly...u r not the most patient woman in this world...o.k...u can do...go grl...transpher now!<BR/>I shall return with my experience soon?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4260856884063947649.post-70929839452278082962008-12-07T12:41:00.000+11:002008-12-07T12:41:00.000+11:00Hi Suze,<BR/>Had to cancel rather than change to alternate booking today. Managed the site ok but was appalled at the cost involved.$86 with a credit pending of $84 for 2 tickets. Considering I have given 2 months notice of cancellation and it has been done for medical reasons I think it is a bit much. There is no reference for giving a reason.<BR/>Anyway, I hope you were able to change your booking without too much more trouble.<BR/>Regards MaureenAnonymousnoreply@blogger.com