TEMPLE BAR -- One day after I booked a return ticket for two from Dublin to Denver, AerLingus Sales called and left a message on my mobile phone. When I returned the call, I entered a holding pattern so I dropped the call after four minutes. This started a process of consideration.
I considered my profile page on the AerLingus website but found no message facility. I considered my textable phone number and I wondered why they don't communicate with me that way. I considered voice mail and resolved to avoid it.
That means I am ignoring the AerLingus request to return a call. However, I will graciously respond to email or IM.
During parts of my business day, I get emails and Yahoo! messenging requests from people bored with the call centre work. If the call centres have email and messenging, why aren't they using them with AerLingus? It's not a big deal but for as sophisticated as the AerLingus website has proven to be, it falls down when it comes to communicating with a live staff member. That shouldn't happen.