Customer Contact (incl BPO)

AIRLINES FLYING INTO EUROPE TOLD TO PAY COMPENSATION TO CUSTOMERS FOR DELAYS

Five airlines that fly into Europe have been told they must pay compensation to passengers for delays. American, Etihad, Emirates, Singapore and Turkish Airlines will have to obey European laws or be taken to court. All had told the Civil Aviation Authority that they did not pay compensation when their delays meant passengers missed a […]

Junction partners with SunLife to launch new multi-product insurance proposition

Junction, BGL Group’s partnerships business, has signed a five-year contract to provide home and motor insurance products to leading insurer SunLife. The deal marks the next stage of SunLife’s expansion into the general insurance market and will see the brand offering motor insurance for the first time, along with a revamped and improved home insurance […]

BOVIS HOMES SETS ASIDE £7MILLION TO COMPENSATE CUSTOMERS IT FAILED

Bovis Homes has set aside £7m to compensate customers who were sold houses that were unfinished and had electrical and plumbing faults. The house builder said the recent experiences of a significant number of customers “fell below the high standards they rightly expected”. To tackle the problem Bovis is introducing a series of measures to […]

DISILLUSIONED PASSENGERS RESIGNED TO POOR RAIL SERVICES RESEARCH SHOWS

One in five passengers is “resigned to poor service” on Britain’s railways, according to a new study. Long-term issues have resulted in “high levels of disillusionment”, a report by dispute resolution organisation Ombudsman Services found. Complaints about rail services increased by almost a third (31%) to two million last year, its survey of 2,477 people […]

TOURIST SCAMS EXPOSED: AND THEY ARE COSTING HOLIDAYMAKERS A FORTUNE

New research from Satsuma reveals the most widely known tourist scams and the shocking monetary value of ‘holiday mishaps’ The survey of 2,000 adults revealed that while on holiday, the average person saves £460 for spending money. This doesn’t include the extra luggage charge that 1 in 5 Brits are faced with at the airport. […]

NOW RYANAIR THINKS IT’S BEING TOO NICE TO PASSENGERS WHO ARE TAKING ADVANTAGE OVER LUGGAGE

Ryanair is reviewing its free second carry-on bag allowance because “abuse” is contributing to flight delays. Finance director Neil Sorahan said Ryanair was a “victim” of its own “niceness” and that sometimes bags three times the allowance were boarded. The comments came as Ryanair said average fares fell faster than “planned” in the third quarter. […]

CUSTOMER SERVICES CONTRACTS DOMINATED UK OUTSOURCING MARKET IN 2016 RESEARCH FINDS

Customer services dominated the UK outsourcing market in 2016 while the sector remained stable in the face of high economic and political volatility, according to the Arvato UK Outsourcing Index. The research, compiled by business process outsourcing (BPO) provider Arvato and industry analyst NelsonHall, revealed customer services contracts accounted for 17 per cent of UK […]