Surprising customer service
 

Mrs WD booked our trip through Expedia, and it included ground transportation from the airport to our hotel. When we got there no one would accept our transfer vouchers, so I had to pay cash.

On the flight back, we paid $48 each for "Economy Plus" seating, but my seat was broken and all they had open were standard economy seats.

Yesterday I wrote to both Expedia and American Airlines and requested refunds, and first thing this morning I got notice that both the refunds had been granted. I had expected to have to fight them for the refunds but both companies came through immediately.
I'm impressed.

gratuitous vacation image


http://forums.pelicanparts.com/uploa...1486660656.jpg

I'm glad that AA did right by you and your wife. Too bad about the airport - they suck.

But customer service is sort of a passion of mine. I'm building a new "office" and going to hire around a dozen people, mostly just moving existing crew to the new facility. I think most people just don't care about great customer service. Providing great customer service companywide is very hard. That is why I always write a note to the boss of a company, or sometimes the city or government department, when I receive great service.

You should not have had those problems to begin with at the airport and with American Airlines. I look at customer complaints as an opportunity to fix something that is wrong with my company. I don't just give the refund. I give the refund and then dig into the problem. Sometimes, that results in me having a word with an employee explaining that they need to decide if they want to continue to work for me or not.

wow, well, at least they reimbursed you for the service that you wanted but didn't get.