Well, joining tens of thousands of passengers worldwide, I am currently not where I was planning to be. The Volcanic ashes took over and cleared the European airspace from any airplanes. This crisis presents a unique opportunity for companies to demonstrate their commitment to customers. As I navigate my way through the unknown, it is interesting to observe how different companies behave. I will keep you posted as I personally experience these customer experiences. My interest is not to create a “Shame the company” exposure, but rather to draw lessons.
Booking a hotel room in London these days is a challenge. The internet sites are not reflecting true availability. We are back to phone based, direct reservations. I was able to obtain a hotel room in the last minute by calling the hotel directly. As I was standing in line to check in, many existing guests were joining me each requesting an extension to their current reservation. I was amazed that the hotel never thought about such possibility and prepared for it. They were taking reservations from NEW customers, and failed to consider the existing customers.
Lesson 1 – existing customers comes first. The least you could do is call their rooms and ask for their plans. Do not wait for them to contact you. Be proactive.
