ONE SATISFIED CUSTOMER

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