I had some expieriences with lousy customer support in my life, but German Wings just took the cake. And I think (really, really hope) that noone will ever be able to take it from them again.
My Wife needs to book a flight. So last wednesday, she calls the callcenter. The callcenter is not available. Busy tone all day.
So she sends an email via the widget on the website. On clicking send, she gets a 404.
Digging out the email address from the contacts, she send a mail. She gets a reply 2 days later.
The reply goes along the lines of "we're sorry you were having trouble to reach our callcenter, your case will be forwarded to one of our personal customer advisors. We will strive to reply to your inquiry within the next four weeks."
Today, the call center finally picked up the phone. She explained what she needed (booking a flight, with an airline, for crying out loud), and got promptly redirected. She's now waiting for whoever she got redirected to to pick up the phone for 15 minutes. The minute, of course, costs us 0.2 Euro.
Do these people think customers are optional??