Since this blog is the closest thing that I have to being a public forum, I would like to use it today to personally thank Northwest Airlines. The bad news today is that I got a call this morning from my aunt letting me know that my ailing grandmother had passed away over-night (expect a post about that soon)… This was a woman who meant so much to me, so the thought of not being at the funeral was agonizing. A quick look online at flights was daunting; $1500.00! I launched into a math-mode of, “what can I do without for the next year that will allow me to spend this kind of money?” The thought occurs to me to see if they offer a bereavement fare; the website said to call the reservation center. After speaking with a very nice lady named Joanne and explaining my situation, I was offered a flight for one-third of the online price! Still no easy payment, but a bit easier to stomach than the earlier fare.
I have never had to deal with an airline in a situation like this, but it was a great experience. Joanne expressed her condolences no less than three times during this conversation. She explained that if I decided that I needed more time with my family that I could change my flight without any fees. Unlike other airlines, NWA is not yet charging for the first checked bag. I haven’t flown on this airline in 20+ years but they have moved to the top of my list based on one fantastic customer service experience. You have earned a loyal customer.
What businesses have you dealt with that still know the value of customer service?