In reference to my earlier post complaining about the new $27.00 fee Qantas now charges for making a booking through their call centre, I have been thinking about other companies which charge consumers a fee for doing business with them by way of human contact rather than online. I can only come up with some banks. No one else. If you think of other business models which offer online and call centre access – insurance companies, banks, entertainment tickets etc, non charge the human contact fee which Qantas charges.
It amazes me that the media has not picked up this story.