Flight Centre – the Unbeatable customer experience

April 28, 2011 by Flight Centre UK

At Flight Centre we believe in the power of social media. We know that when it comes to the social media arena it’s not so much about what you are saying about yourself but rather what others are saying about you. With that in mind I would like to share with you a blog post one of our satisfied customers was kind enough to write. Laurence Buchanan was the recipient of Flight Centre’s exceptional service when adverse weather threatened his honeymoon last December. He used his personal blog , ‘The Customer Revolution’ – a commentary on customer experience and social customer relationship marketing – to share this experience.

Laurence Buchanan booked his honeymoon to New Zealand with the Flight Centre Richmond store after receiving expert and personal advice from the manager Dave Lister. He was preparing to leave when disaster struck. A sudden heavy snowfall bought Heathrow airport to a standstill and Laurence received a text message from his airline declaring his flight cancelled. Luckily Dave Lister made himself available to help. Laurence writes:

“..I received a text message from my airline telling me that my flight was cancelled. Within 60 SECONDS of receiving that news my phone rang – It was Dave from Flight Centre. He remembered that I was off on honeymoon and phoned me out of office hours to check if I needed any help re-booking my flights. I was shocked. It would have been so easy for the travel agent to simply pass the buck on to the airline and ask me to deal with the airline direct.”

Despite his best efforts Dave was unable to resolve anything that evening. The next day (Sunday – his day off!) Dave and his colleague Jois Christie went into the store and together they spent around 2 hours trying to help Laurence and their other customers find alternative flights.

“Their knowledge, customer focus and passion for helping their customers was truly outstanding. I certainly won’t be booking my travel anywhere else in the future and I hope Flight Centre recognise what great people they have!”

Laurence concludes his post with the thought, “My learning from this – you only get moments of customer delight within Customer Service when people make the effort to go the extra mile.”

Flight Centre UK would like to thank Dave Lister for going the extra mile and representing the Flight Centre philosophy so admirably. Huge thanks also to Laurence, for making the effort to share this positive experience and representing Flight Centre customers so admirably. It’s very easy to feel activated to write a negative post but it is often harder to feel inspired to write something nice!

You can read Laurence’s full post here and find him on twitter @buchanla