Post sale of Dimestore Media , Madeleine & I have been traveling a lot, with plans to travel even more in the years to come.
Madeleine’s mom recently was notified that she is going to exhibit her art work in Paris. Since I had heard about Open Skies and have been looking for a better airline to fly business class, I suggested that we try Open Skies. So we booked our flights, and they booked theirs. Problem is that Madeleine forgot that FeedingNYC, the charity I work with to deliver food to the shelters in NYC is the Tues before Thanksgiving.
So, I contact Open Skies – not an easy thing to do. I also send an email. I get a response on Twitter, saying that they will have someone contact me to help.
Now, given that we purchased 4 round trip tickets, that we did it direct with no travel agent, and that they could expect to get a lot more business from me, you would think they would help make the change on the return (this is over 2 months in advance.
The answer from their call center was “not unless you pay a penalty and a change fee” — total cost: approx $500!
Well, I might end up paying it – but this is a perfect example of short sighted business behavior. Months or years from now when they are wondering why business is not so good, or why customers are not that loyal, I will send a link to this post to the CEO and head of marketing. Failure of customer service to use good judgment to court future customers is dumb. Companies pay millions of dollars to create a brand, and all that money and branding is damaged by a failure to understand that sometimes you help a customer by doing what is right.
Open Skies are you there? Are you listening? You can be sure that between the 500+ friends on Facebook and 255 followers on Twitter http://twitter.com/DIMESTORE and my BLOG, and all my contacts will hear.
Open Skies Air OpenSkies https://www.flyopenskies.com/
Twitter Responses from OpenSkiesAir
@Dimestore I will have someone contact you ASAP. 8:16 AM Sep 17th via TweetDeck
@Dimestore Has your problem been solved yet? 7:35 PM Sep 14th via HootSuite
@Dimestore Please DM me your info and I’ll have someone contact you ASAP. 12:12 PM Sep 14th via HootSuite
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