Sọ̀rọ̀ sókè sensibly, By Simbo Olorunfemi
Between genuine ignorance of procedure of pursuit and undue cynicism about the possibility of positive outcome/resolution, many of us never bother with mitigation measures (internal and external) that are in place to protect our rights as Consumers.
The cynicism is not unfounded. The experience of the Consumer is often that of a pushback, unwillingness to listen and sometimes rude and dismissive response on the part of the service providers.
You often wonder if our Customer Service personnel are programmed to launch into a defence of product or service, simply on the face of a complaint, which they seem to always confuse as attack.
They tend to always assume the Customer as ignorant or unduly difficult, never taking time to listen to be able to explore solutions that are often there, if only they will step out of the box.
So, people tend to simply clamp up, grumbling to themselves or speaking out to no-one exactly, having concluded there is no possible solution or remedy.
A flight delay beyond reason, without proper explanation to passengers or provision for them, as the Book provides, people often just sit/stand and grumble to no end. Some have no idea of what to do or can be done. Some have no will to do what should be done.
Yet, there are little ways here and there to speak out, or engage the system to activate mitigation measures or achieve more favourable outcomes.
The other day, after a bit of delay, one of the airlines called up the passengers to announce a likely cancellation of the flight, offering us the options of ticket refund or rescheduling. Good enough, the airline had largely played by the book. Snacks was about to be served.
But it was the remark, in frustration, by one of the passengers that got to me. It was to the effect that, as passengers, we did not have a right to a say or remedy in such situations. I put in a rebuttal that we do. I mentioned to him that his ticket has terms and conditions and that there are also responsibilities expected of Airlines, as laid out by the NCAA, and that one has to do with provision of snacks, and subsequently meals, after specific periods of delay.
Other passengers desired to know more. But the man was dismissive, waving his boarding pass at me, telling me nothing was written there. The reference had been to the ticket, not the boarding pass, I pointed out and walked away.
At the Counter to process a refund, while others collected their money and left, I indicated I was activating the clause for claim in the insurance package that had been paid for. Because I had read the requirements listed by the Insurance company, I took a shot of the boarding pass, which the airline asked back as condition for a refund. Many of us usually pay the insurance fee along with the ticket, but never bother to activate possible benefits in the face of disruptions. I thought to put the system to test.
I sent a mail the day after to file a claim. Cancellation after check-in. Maximum claim – N20, 000. I incurred losses – time lost, transportation cost, hotel accommodation for another night. Not enough cover. The premium paid – N1,000.
Some weeks after, I received payment from the Insurance company. Little, but significant compensation, as knowledge is gained.
We pay premium, but we don’t know, or are too busy, ignorant or cynical to file claims or benefits. We pay for 3rd party vehicle insurance because it is a statutory requirement, but will never activate them. Rather, we take to fighting on the streets over damage to our vehicles.
There is a way to fight and a way not to. Fight intelligently. Sọ̀rọ̀ sókè in a smart way. Study the rules. Engage the system. They might be not cover enough ground, but there are remedies here and there.
In other news, I did complain here about Airtel Data package. It somehow got the attention of the Pope, Emeka Oparah. He is not here, but he is still here. The magical depletion must have been a glitch. Airtel fixed it on my package. Good one. Thank you.
