A video of an argument between an Avianca employee and a passenger has gone viral on social media. The content drew a backlash from users due to the response the official gave to a request for help.
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The incident occurred when the user Jesús Orlando Jerez previously approached the customer service desk delaying his flight. Jerez, who was traveling to Singapore, explained to a company employee that he had to go to Bucaramanga (his final destination) to keep some medical appointments.
Although the counselor told the traveler that she was trying to find a solution, she responded to his insistence: “If you were my dad or someone important, I could help you.
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The associate also stated that it was not possible to make a change to the XS rate because it was not susceptible to adjustments.
The flight, which was heading to the capital of Norte de Santander, was postponed to the next day and affected users were given a food voucher worth 20 thousand pesos to be used at El Dorado Airport.
#National This video has gone viral showing an Avianca official’s response, which has sparked controversy.
“If you were an important person, I could help you,” were the words of a woman to a passenger who could not travel from Bogotá to Bucaramanga… pic.twitter.com/dcimFkaqNj
— TWlTTEROS CALI (@TwiterosCali) November 21, 2023
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Given the wave of criticism that this reaction provoked, Avianca issued a statement to comment on the situation.
The airline was sorry “mistreatment” which was provided on the case and explained that they are working on the training process not only for the upcoming main season but also to strengthen their services.
“We recognize that your communication does not reflect our promise of service, nor does it represent our more than 14,000 employees who get up every day to bring this country together.”the company said.
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Avianca
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Avianca also emphasized that the worker in question is part of a group of 453 people who are being trained and that the procedures of the said program have been strengthened. “investing more than 58,000 hours in total and approximately 128 hours per new person to continue to provide decisive, empathetic and consistent service.”
“We also know that in order for us as an industry to provide a service that matches what the user deserves, we need to work with the authorities to prevent situations like last weekend’s air traffic restrictions from happening again.”the airline supplied.
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