In Europe, Featured, HSMAI, HSMAI, Insights, News items

Yesterday evening I travelled with SAS on a business trip from Stockholm to Palma de Mallorca. Customer service interest me a great deal and also how various organizations handle complaints and things not going exactly by the book.

So this is my little story from yesterday evening.

I don’t eat chicken. Never did. Which of course doesn’t prevent the airlines from including it in their menus, quite often, actually – but usually with an alternative. Sadly, yesterday that wasn’t the case. I hadn’t eaten since breakfast, so understandably I was hungry and had rather been looking forward to a quiet moment aboard, and a delicious meal.

I was disappointed, although not for more than a few minutes, and before long the trip turned into one of the better flights in a long time – and I travel a lot!

I was waited on and served warm pizza and several goodies from the trolley, at no extra cost, not to mention the personal attention, demonstrating that they were willing to go out of their way to give me a good experience, which lasted for the duration of the flight. Not even once did it feel as if I was a nuisance, for not specifying that I dont eat chicken when I booked the flight.
They returned to me on several occasions, to make sure that everything was to my satisfaction. Much joy and laughter en route.

A simple day at work. Sometimes that’s all it takes to make a customer feel extra well taken care of.

This again only goes to show how important it is to ensure that your employees can make that kind of decisions. It costs so little, but means so much.

Thank you so much, SAS! I took a snap of the two super flight attendants, but quite forgot to take down their names.

Have a good weekend!

Ingunn Hofseth
President & CEO
HSMAI Region Europe
Hospitality Sales and Marketing Association International

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