OzEire
Established Member
- Joined
- Aug 4, 2013
- Posts
- 1,367
Just another minor travel irritation I thought as my preselected seat disappeared and the lounge angel who had just checked me in handed over a BP for seat 22B on a B738.
So, despite being 5:20am and before coffee, I mentioned this to the lounge rep in the most un-DYKWIA way I could phrase it.
Being the J Lounge, I guess the angel was surprised to see a BP issued for anywhere beyond the over-wing exits. The rep said "so sorry, I can see you selected a good seat". They started tapping the computer - I presume to find me a better seat. I replied 'don't worry, these things happen and it's only a domestic sector'.
A few mins later, sitting with a coffee, the angel approached and told me there was another problem with my seat and I had to be moved ... then handed me a BP for row 1
THAT'S how you keep your very frequent customers happy, immediate service recovery which costs the airline almost nothing but means a lot to a tired and cranky pax who had a minor service failure a minute ago, and is now happy again, probably moreso than before the failure.
So, despite being 5:20am and before coffee, I mentioned this to the lounge rep in the most un-DYKWIA way I could phrase it.
Being the J Lounge, I guess the angel was surprised to see a BP issued for anywhere beyond the over-wing exits. The rep said "so sorry, I can see you selected a good seat". They started tapping the computer - I presume to find me a better seat. I replied 'don't worry, these things happen and it's only a domestic sector'.
A few mins later, sitting with a coffee, the angel approached and told me there was another problem with my seat and I had to be moved ... then handed me a BP for row 1
THAT'S how you keep your very frequent customers happy, immediate service recovery which costs the airline almost nothing but means a lot to a tired and cranky pax who had a minor service failure a minute ago, and is now happy again, probably moreso than before the failure.