My Mistake. No Problem We’ll Fix It

Here’s a short tale of good service. This morning I’ve been busy making travel arrangements. I hate doing this stuff and I get distracted easily…where was I…oh yeah. So among other things I booked a return flight to Dublin in December.

I chose the flight from an aggregator website which allowed me to choose the exact date and times before connected me to the airline, Aer Lingus. I booked the ticket, a cheap, no frills, no refund ticket because I like to keep client expenses low. Once I’d booked it I spotted that between the aggregator and the airline, the timings had been reset. I’d booked the wrong ticket, d’oh!

I didn’t want the airline system getting confused with two of me trying to fly on the same day and I booked a new one at the right time then called Aer Lingus to cancel my incorrect ticket.  The person I spoke to refunded my mistake without hesitation, despite me having a ‘no refund’ ticket. She didn’t have to check with a supervisor, the offer was made and gratefully accepted. Smart, empowered customer service, that is how you exceed customer expectations people. Nice one Aer Lingus. Can you imagine certain other airlines even thinking about refunding me?

Author: Doug Shaw

Artist and Consultant. Embracing uncertainty, sketching myself into existence. Helping people do things differently, through an artistic lens.

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