ONE SAT­IS­FIED CUS­TOMER

Business Traveller - - INBOX -

Fol­low­ing on from the reader’s let­ter in your May 2017 edi­tion (“Feel­ing chirpy”), I felt com­pelled to add my weight to their praise of the Air France Twit­ter team re­gard­ing its so­cial me­dia cus­tomer ser­vice ex­cel­lence, and ex­tend that to the over­all ser­vice ex­pe­ri­ence.

In April I trav­elled with Air France in busi­ness from Birm­ing­ham to Jack­sonville [Florida] with con­nec­tions at Paris Charles de Gaulle and At­lanta Harts­field-Jack­son. The at­ten­tion in the air was re­mark­able, as was the stan­dard of of­fer­ing and, con­sid­er­ing the cabin was full, the ser­vice still felt very per­sonal. Not only that, dur­ing my flight down to Jack­sonville with Delta Air Lines, I en­joyed the same warm and at­ten­tive ser­vice.

How­ever, upon ar­rival in At­lanta it was con­firmed by a friendly agent that my bag had been held up in Europe. I was of­fered the right apolo­gies and was asked to raise the is­sue in Jack­sonville. Upon ar­rival there I was greeted by a warm and friendly agent who made no ex­cuses, of­fered me all the cof­fee, wa­ter and sweets I could ever want and told me pre­cisely how my bag would ar­rive in Jack­sonville the next evening.

With an amenity kit in hand and an agree­ment that I could pur­chase any pro­vi­sions I needed for that 24 hours and then, af­ter that, any cloth­ing I needed for busi­ness use would be fully re­im­bursed, I went to my ho­tel. My case was de­liv­ered within 24 hours and when I de­parted the fol­low­ing week, my re­ceipt for a few toi­letries was pro­cessed with­out ques­tion.

I think this is tes­ti­mony to just how im­por­tant per­cep­tion is to today’s cus­tomer ser­vice in­dus­try. Thank you, Air France and Delta, for go­ing be­yond just keep­ing those of us on Twit­ter “feel­ing chirpy”. Mark Treen, Coven­try

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