It’s easy to complain when something isn’t right. Last year, a local shopping centre received a strongly worded letter when their parking attendant gave me a ticket during the three minutes it took me to get a ticket for the car. And earlier this year, I called the council in tears after Ashleigh’s 12-month health appointment, a (black) comedy of errors too numerous to list here.
But speaking up when things go smoothly doesn’t come as naturally. Good service is often taken for granted. So I’d like to start rewarding good service instead of just punishing bad.
Today, I called Jetstar to thank them and their flight attendants for a smooth flight home from our holiday. Two things stood out: they were fabulous when Ashleigh started howling during the descent to Melbourne, even explaining to other passengers exactly why our usually bubbly girl had started screaming; and, one of the flight attendants got down on her hands and knees to look for Cameron’s phone when we mentioned we couldn’t find it. She found it four seats behind us, where it had slid when Ashleigh dropped it during take-off.
The person who took the call was happy to receive positive feedback, and promised to match up the flight details to the attendants working so that the right people are recognised. And I feel happy having passed on a positive message. Win-win.
Great post Em. Love that you called the airline to pass it on. We should always speak up when we receive good or bad customer service.
That was a very kind thing to do and no doubt much appreciated.
Although JetStar have done a lot of awful things to me with cancelling and rescheduling flights, their attendants were very good with my two year old daughter on a long haul flight to Japan last year. She had got a little Ray Liotta crazy after eight hours’ flying and having the Dora the Explorer video turned off for landing. The attendants managed her with much more discretion and humour than I did at the time!
Thats awesome. Its not always when you are working that you get compliments. It boosts you up to hear that from a customer.
It’s nice to hear you were treated well on a flight with a howling child. That has certainly never happened to me!