This is an authors blogpost from a webcomic I read daily… it’s not that what happened is so amazing, it is just unbelievable considering typical airline service.
I never tend to hesitate when it comes to verbally thrashing an airline for their poor customer service, general ineptitude or lack of services. That said, I would be remiss if I didn’t give credit where it’s due, when an airline does right by me.
Last month, I headed down to Toronto two weekends in a row, the first time for the Great Big Sea concert and the second for Fan eXpo. Both occasions, I flew Porter.
For those of you who don’t know, Porter is a Canadian airline that flies direct flights based out of Downtown Toronto to Montreal, Boston, Chicago, New York, Ottawa among others. The biggest plus side to Porter is that while every other airline flies to Toronto’s Pearson Airport (a good hour out of the city, even when traffic is decent), Porter has their own small airport right in the heart of Downtown, on a small island.
But, I digress.
On the way home, I was in the midst of reading an S.M. Stirling book when I fell asleep. When Nick woke me up gracefully (he poked me) upon our arrival in Montreal, I completely forgot about my book and headed off the plane.
It was only that night that I realized my error, and went to the book store a few days later to pick up another copy (it was a good book).
The following Thursday, I once again returned to the airport for my return visit to Toronto. After checking in, the woman at the checkout counter smiled at me and said “By the way, Mr Sohmer, we have your book and we’ll have it brought to you once you’ve boarded the plane”.
It took me a few minutes to understand what she was talking about, but there I was, a little later, holding two copies of the same book.
What’s most amusing to me, is that the thought of this happening never even occurred to me. Subconsciously, I assumed that whoever found the book would either take it or chuck it. I left it on the plane, it’s as good as if I tossed it into a black hole.
Taken a step further, it’s mind boggling how low we set our standards for air travel now. We pay a good deal of money and generally expect nothing in return except for arriving at our destination moderately on time, with or without our luggage.
Because of this, a simple act of good customer service goes a long a way. Porter has earned my business, they didn’t get it because they’re the only game in town.
It should also be noted that they offer free juice and wi-fi at their airport. I repeat: The Juice is Free.
- Because I can.