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Mark Warner shows how customer service should be done
You may have read previously how the nice Tourist Police in Egypt decided that one of our directors [Andy - in case you were wondering] wasnt going to be let in, and gave him a free flight back to London courtesy of XL Airways…
Well, getting back he was a bit miffed, so tried ringing a few people…
UK Govt - “Sorry, nothing we can do, its up to them who they let in, thanks for the call”
Travel Insurance - “Ho ho, didnt you read the small print, we dont insure you for anything reasonable like that, thanks for asking….”…insure and don’t pay
Last resort, he calls up Mark Warner, who he had booked with, even though its no obligation of theirs to do anything about it…
Mark Warner - “Hello, yes, we know about your unfortunate situation. You can have your money back no question, or even better, we’ll try and send you somewhere else tomorrow.” End result, he goes on his hols after all, courtesy of the nice people at Mark Warner.
Its getting rarer these days to find great example of customer service, so I though I would tell you when I heard a good one. Clearly someone at Mark Warner is quite bright and worked out the power of brand / reputation, but it would have been very easy for them to say sorry, go away…
Nice work.
Doug astonished