Surprising customer service

[wdfifteen]

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

[rusnak]

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.

[masraum]

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