Good customer service!!!

Yellow_Festiva · 04-02-2007, 09:43 PM

So many people rant and rave about crap customer service, hell im one of them. But I had an experience that literally blew me away in term of how well I was treated.... Let me explain...

Was in Seoul, needed to return to Sydney. Seoul flight was meant to leave at 9am, travel to Singapore where the connecting flight leaves at 8:40pm to return to Sydney...

I mis-read the ticket, and had it im my head that I was leaving Seoul at 8:40pm... don't know why, just did!

Arrive to check in at round 6:40pm... funny no one around?? waltz up to the counter where a sole person is shuffling through some paperwork, and present my ticket and passport....

Sir, you do realise you are 11 hours late don't you? this flight was at 9am today.... (now i realised why i couldnt do online check in that afternoon...)

WTF WTF WTF WTF... I was shocked... how the hell did I stuff that up?? i started to go through my options in my head.. all I could see were the hundred dollar bills i would need to fork over to get a new ticket (or so I thought....)

I got sent to a new counter... and i was quickly informed that a plane was leaving in 30min for Singapore, and if i made a decision there and then i was able to go on the plane if i so choose. So i did. When i pulled out my wallet to pay for the ticket she just looked at me and said that there was no charge....

Ok sweet, i got a seat (well actually 3 seats... i had the whole row to myself) to Singapore but no seat to Sydney. The gal behind the counter kept reminding me that i had no accomodation booked and no confirmation of a seat to Sydney as they were fully booked.... that didnt worry me, but i was then wondering if i would have an equally good experience in Singapore with my onward flight to Sydney...

I was gonna worry about that in Singapore, but the girl was already one step ahead of me, she had printed out an OPEN TICKET for Singapore to Sydney and advised me that i could check in to any flight to Sydney, even if over booked, all i needed to do was ask to be placed on the stand-by list, so if another idiot like myself fails to show at the correct time i would get their seat...

I landed in Singapore at 1am, and the first flight to Sydney was 9:40am... sure enough after waiting till 9:10 i was given a seat.... (6 people didnt show)

I was due to arrive in Sydney 7:15am on my original ticket, but ended up arriving at 8:15pm the same day. Not bad I thought... It could have been soo much more worse i guess.

I could have been charged well over a grand for a ticket, and rightly so. It was my stuff up and i woud have been more than happy to pay it if asked...

So my friends, in case you were wondering who i flew with, and who i will fly with from now on???

SINGAPORE AIRLINES....

And yes i have sent them a thank you email direct. Its a shame i forgot the names of the people i spoke to in both Airports......

Jason

5tumpy · 04-02-2007, 09:52 PM

Did you provide them with your new ticket numbers and such? If so, they should be able to track who did the bookings.

It's good to see that there is C.S people who actually give a damn.

BTW good on you for doing your best to get them a pat on the back, too often people in C.S only get feedback when stuff goes wrong!!

Interceptor · 04-02-2007, 10:03 PM

cant really say i'm suprised, my family has flown with them a few times, and they've allways gone out of thier way to look after us

XRchic · 04-02-2007, 10:28 PM

You cant beat Singapore Airlines. Top quality stuff. Qantas is never too bad either, but not quite up to that standard. I didnt like Lufthansa at all. Ive flown on some of the cheaper domestics here too, and they are a bit average, and often not much cheaper. Aloha Airlines in Hawaii was a laugh!

Good on you for email them too, I believe in doing that as much as making complaints.

Glad you made it home ok!

holmsy · 04-02-2007, 11:44 PM

lucky for you ey.
personally my brother is a pilot so he is obsessed with all that crap and i have been told never ever fly with most asian companys.
they send over kids that havent even been to school.
they get a 6 week course on how to fly little cessnas n **** then sent back to fly in jumbo's commercially. it is dodgy as hell.
and if ya say thats a lie. he went to the flight school and knows the guys that teaches them as he also teaches people.

GXL078 · 05-02-2007, 09:26 AM

I got stuck in Singapore once when my BA flight broke down. I hate asia, I can see why they all come here.

Yellow_Festiva · 05-02-2007, 09:56 AM

Holmsy,

Generally I would not bother with a response to the rubbish you posted. What you said is not only a joke but it shows the basic ignorance you posess. Do you and your brother honestly think what you have said to be fact?

My post was not there to ask what you or your brother thought of Asian pilots.

Get real!

xcgxl,

So you hate Asia because the BA flight broke down? Or just in general? How much travel out of OZ have you done may I ask? Over half the world population is Asian, so I guess you wouldn't last very long if you decide to travel.

pb02 · 05-02-2007, 10:47 AM

Quote:

Originally Posted by holmsy

lucky for you ey.
personally my brother is a pilot so he is obsessed with all that crap and i have been told never ever fly with most asian companys.
they send over kids that havent even been to school.
they get a 6 week course on how to fly little cessnas n **** then sent back to fly in jumbo's commercially. it is dodgy as hell.
and if ya say thats a lie. he went to the flight school and knows the guys that teaches them as he also teaches people.

: I don't even know where to begin.... I suppose your other brother is a formula one driving instructor and most of them can't drive manual and don't have licenses???

I've travelled through Asia a bit and with many different airlines all over the world. The best I've flown with would be Singapore and BA, followed closely by Malasian and Air Pacific (friendliest hostesses ever!)

the_scotsman · 05-02-2007, 10:55 AM

holmsy you obviously dont have a clue, neither does your brother...I'm sure CASA would really allow these "kids that haven't even been to school" to fly commercial airliners....

_

:

Yellow_Festiva...that is good really customer service...we have always flown BA between the UK and Sydney...always been fairly happy with them...they also helped us with ticket problems similar to yours at the airport. They did manage to lose our luggage BOTH WAYS at Heathrow though, and so we have deicded next time we fly to the UK we will try Singapore Airlines, I have heard nothing but great things about them.

GXL078 · 05-02-2007, 01:21 PM

Quote:

Originally Posted by Yellow_Festiva

Holmsy,

Generally I would not bother with a response to the rubbish you posted. What you said is not only a joke but it shows the basic ignorance you posess. Do you and your brother honestly think what you have said to be fact?

My post was not there to ask what you or your brother thought of Asian pilots.

Get real!

xcgxl,

So you hate Asia because the BA flight broke down? Or just in general? How much travel out of OZ have you done may I ask? Over half the world population is Asian, so I guess you wouldn't last very long if you decide to travel.

Asia is a polluted hole and its only getting worse with, mostly US investment and demand for energy to support it.
Singapore is as good as Asia gets, and its just a stinking humid concrete jungle that is overgoverned. They will subsidise you 80% to buy one of the many "apartments" only if you are married and stuff like that. Bangkok is a ghetto, I havent been to Hong Kong or Japan.
My ex went to China on a holiday with her mum and her mum almost died from pneumonia. Lots of others on the trip also got sick.
Asia is only good for refuelling planes.
Cheap off-shore labour has destroyed our manufacturing industry and if you travel there on business I can only assume that you are part of the problem.
Does my post say I don't like asians? I have worked in schools with lots of asians. I reckon they send the ones here on student visas that they are too embarresed to keep at home.
I'm not going to tell you where in the world Ive been as I can't be bothered.

LTD Ute · 06-02-2007, 01:32 PM

Good on you Yellow Festiva, good CS needs to be ackowledged!

My 73 yo frail and partially deaf father who speaks very little english,
flew back to Spain last year on Thai Airways. The TA girl on the
counter her at Melbourne airport organised for spanish speaking guides
from the airline to help him at all stopovers there and back.
I know my dad would have managed eventually, but this level of assistance
was way beyond our expectations, and indeed most customer service.
When he got back to Australia he went to the Thai counter and gave
them a bunch of flowers and a Spanish bottle of wine, I had to convince
airport security that what he was doing was legitimate and eventually
they allowed him to pass on the gift.