The Myth Of Customer Service

I've written moaned a lot about how rubbish travel companies are in general - Deutsche Bahn, ESWE, Lufthansa & BA have all disappointed me in ways that show me they go the extra mile to not give an Eff.  

They might say in their glossy literature that their customers are their first priority, but really they just hope that none of them get stroppy or are important enough to get media attention.  Stroppy customers get refused service - and that complaint disappears because they're not a customer anymore.  Genius.  Customers who can generate media attention get comped to keep them quiet show how important customers are.

Tell that to G.

She set off this morning to fly to Bristol with KLM.  Ok a stopover in Amsterdam is a pain but it's only an hour.

Except.

Customer Service.

She left here at 11 this morning.  It's now half past 6.  Delayed for over 2 hours in Frankfurt for "reasons". And she's made it all the way to Amsterdam - the miracle of modern travel*.  But she's not going anywhere else today.  Because "customer service".  

She's been booked onto a flight tomorrow morning at stupid o' clock.  But she's not been given a hotel for tonight yet.  Because "Customer Service".

A pox on all of them.

*It would be quicker by train.