Dear Cus­tomer Care

Indwe - - Passenger Letters -

I would like to ex­press my grat­i­tude for how you han­dled a very un­pleas­ant sit­u­a­tion pro­fes­sion­ally.

My flight from Port El­iz­a­beth to Jo­han­nes­burg was de­layed from 17h40 to 19h45. This was not ideal, but the way you han­dled it was ad­mirable.

Firstly, as soon as you no­ticed there would be a de­lay, one of your mem­bers called me (in the early af­ter­noon) to no­tify me of the de­lay, and pro­posed a cou­ple of al­ter­na­tive op­tions, none of which I de­cided to take. I made peace with the de­lay and then got to the air­port later, in time for the de­layed flight. How­ever, while they were board­ing I lost track of time. Again, one of your team mem­bers called me to in­form me that the flight was board­ing, and asked me to please pro­ceed to the gate – thank you for that. As we took off and again be­fore land­ing, the cabin crew again apol­o­gised for the de­lay.

Com­mu­ni­ca­tion is key, and you proved that. Be­cause of the good ser­vice, I even for­got that the flight was ac­tu­ally de­layed. Keep up the great work, and the com­mu­ni­ca­tion. Kind re­gards Ni­coleen Meed­ing

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