It couldn’t even help me get a membership services email address:
‘‘I couldn’t find a specific email address for Membership Services.’’
Glad to see all our extra money is making THS so much better for us, the customers.
It said it could book my airport lounge there in the chat, but kept going round in circles, so we couldn’t complete the process. It said it would send me an email so that I could respond to that with my lounge request details. The email never arrived (I was assured twice by Frankie that it had been…).
Is this the right email address to get the lounge pass sorted - support@trustedhouseitters.com?
Thanks!
Hi @Rhe
Sorry you’ve been struggling to sort out your lounge request.
Give me a couple of minutes and I’ll pop you a DM so that we can get you some help.
Looking at the How Do I Book A Lounge Pass help article, it does direct members to Live Chat, but I acknowledge that hasn’t worked for you today.
I’ll be in touch soon!
Jenny
Thanks, Jenny! Yes, it does indeed send us to live chat, but that is useless (for me, today, anyway). Crazy how hard they make it, surely an online form for lounge passes would be much simpler for all parties.
I’ll pass your suggestion over to the team, as that makes sense. I’ll let you know if I hear anything back!
Totally agree, I just tried to use Frankie and it’s useless. Another cost cutting measure to increase revenue I suppose.
TBH aftwr my first attempt to get swnse out of it, I now ask to speak to a human until it gives me what I want. Doing so in UK business hours is usually more effective than outside those.
Hi Jenny,
I went to the live chat and it was useless. In a roundabout way, it simply told me to contact Member Services for assistance. When I asked how to contact Member Services, it directed me back to live chat. I was already in live chat.
One other thing I have noticed is how difficult it is to find ways to contact THS other than the Frankie chatbot. Most companies have several clearly visible contact options prominently displayed on their website. With THS, either those contact options do not exist, or they are very difficult to find.
As a member, I find this frustrating. When I need assistance with a non-urgent matter, I should not have to spend significant time searching for a way to contact the company.
@Rhe, we find that THS is not alone. I faced similar nonsense AI bot with telecoms company earlier this week. Seems popular culture to tick box of project implement AI bot … and to replace chat-with-human with nonsense-bot. Every time we’ve tried to use Frankie then we’ve given up.
@Jenny, a pragmatic idea for THS team would be Frankie selective escalating chat to THS Member Services if predefined trigger occurs … say repetitive questions from user; request by user for agent; question scope beyond FAQ; user language indicates urgent or important matter.