I feel sorry
for the poor frontline people who have to bear the brunt of customer wrath for something they have no control over.
Last time we came back from a trip, the plane was late because of weather conditions and there was no way we could make our connection flight (it left a minute before we touched down).
We were very worried upon our arrival at Heathrow, but ab-so-lutely everything had already been taken care of. There was someone waiting at the Arrivals area after border controls. He was very nice, checked his clipboard, found our names and told us where to go to register for a free hotel night and arrangements for the next day. The desk personnel were totally charming and helpful and we were whisked off to the Sofitel with everything we needed to ensure that we had a good night's sleep and were on time the next day for our new flight. Our luggage was similarly taken care of, but I don't think it slept on a nice bed :).
No hassle, no panic, no fees, everything fine and with a smile.
That's what I call service.
Biting the hand that feeds IT
