On New YearS Eve,one of the busiest nights for taxi services,Taxisentralen in Fredrikstad and Sarpsborg faced significant communication issues,leaving many customers unable to reach them by phone.Jens Onshuus, the company’s manager, was initially unaware of the problem but quickly confirmed the disruption when contacted. He expressed frustration, noting that such issues on a peak night were “entirely unacceptable.” Despite the phone troubles,Onshuus assured customers that they could still book rides through their website or other platforms. Fortunately, by 3:40 PM, the issues were resolved, and the taxi service was back to normal operations, allowing customers to call in without further complications.
Q&A with Jens Onshuus: Addressing Interaction Challenges on New Year’s Eve
Editor: Jens, thank you for joining us today. Last night was one of the busiest for Taxisentralen in Fredrikstad and Sarpsborg, yet many customers faced important communication issues. Can you explain what happened?
Jens Onshuus: Thank you for having me. Yes, New Year’s Eve is always a peak night for us, and sadly, we encountered unexpected communication disruptions. Initially,I was not aware of the extent of the issues until customers started reaching out. It became clear that our phone lines were overloaded or maybe not functioning properly, which left many people unable to contact us.
Editor: That sounds frustrating, especially during such a critical time. What steps did your team take once the issue was identified?
Jens Onshuus: As soon as I confirmed the problem, it was clear that we needed to act fast. I expressed to our team that this is entirely unacceptable, especially when customers rely on us for transportation during peak times. While we were experiencing phone issues,we encouraged customers to use our website and other platforms for bookings,which helped mitigate the situation. Fortunately, by 3:40 PM, our communications were restored, and we were back to normal operations.
Editor: Given these challenges, what can be done to prevent such issues in the future?
Jens Onshuus: We are taking this incident very seriously. Post-event, we’ll be reviewing our communication infrastructures and scaling our systems to better handle peak traffic. Additionally, we will enhance our customer communication, like updating our social media and website in real-time to inform customers of any disruptions in service.
Editor: With your experience,what advice do you have for customers trying to secure a taxi during busy periods like New Year’s Eve?
Jens Onshuus: My advice is to plan ahead.As much as we strive for seamless communication, unexpected issues can arise. Booking early through our website can frequently enough guarantee a ride. Additionally, having multiple options for booking—like using our app or reaching out through social media—can be incredibly helpful.
Editor: Many customers may have experienced frustration during this busy evening. What message would you like to share with them?
Jens Onshuus: I want to sincerely apologize for the inconvenience caused by our communication failures. We understand how vital our service is on such a significant night. We appreciate the patience shown by our customers, and we are committed to improving our services. Our goal is to ensure that all customers can reach us, especially during peak times.
Editor: Thank you for your insights, Jens. It’s clear that Taxisentralen values its customers and is taking steps to enhance communication in the future.
Jens Onshuus: Thank you for the chance to discuss this. We are always striving to serve our community better, and feedback is crucial to us moving forward.