As a Finn I am happy to have a local airline
that carries me back to home by the evening (evening if I need to stretch the limit
between evening and night when the home is in Tampere region). However, once I lost
my nerves to the bad online service of the local airline.
Some time ago we decided to purchase flight
tickets to our next vacation. Five persons from Helsinki to Miami and back. The
date was agreed and flight selected, so only online shopping was left. We
entered into Finnair online store and started to enter the required
information. It was a tough job to enter in the details of five persons. First
there were some minor complaints about typos in names and membership card
numbers. However, once the right information was entered, the timer of the
session was exceeded couple of times. There was no way to buy our tickets from
the Finnair online store, even if we started six times from the beginning, used
several different computers and tried at least two hours to complete the
purchase. We solved the problem switching to Ebookers and the purchase of
exactly the same flights was successfully completed in couple of minutes. This
is a good example what can go wrong in online store, even if that plays a significant
importance in the current business.
Lessons Learnt:
Consider customer’s obstacles of buying your
product.
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