WestJet vs Air Canada Vacations: Who has better customer service?

Yesterday morning, while doing my bank and credit card reconciliations, I found a charge by WestJet for $19.17 USD from a recent flight.  I searched everywhere for the receipt and couldn’t find it.  Since I thought there was absolutely no hope of seeing my money again, I tweeted “$19.17 USD for a turkey croissant sandwich?  Seriously #WestJet?”. That was at 7:55 a.m.

At 8:21 a.m. I had a response from WestJet saying “that’s not right”.   Within the hour, despite having no receipt, WestJet began processing a refund.  Now that’s awesome customer service!  Because I will tell everyone!

At 9:36 am I tweeted “Well done #WestJet.  Once again your customer service is excellent as is your reaction time”.    You can see,  by the times indicated, how quickly they reacted.

Meanwhile, in January a group of 14 of us went to the Dominican Republic on #AirCanadaVacations.   One couple on the trip paid for an upgrade to a beach view.  They did not get it and requested a refund.  I was promised if I got more than 10 on the trip, I would get a discount on my fare.  Since this was done through a travel agent, he’s dealing with the refunds but it sure isn’t happening fast.    We returned on January 22nd.  Today is February 28th and we’re still waiting.

No contest.  WestJet wins hands down in the customer service game!  Well done #WestJet.  This is the 2nd time you’ve stepped up to the plate…immediately…for me.

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You want how much for a teabag?

For years I have been a loyal Starbucks customer, eschewing alternative establishments whenever possible.  My large tea with lactose free milk has been $2.05 for as long as I can remember (before that I think it was $1.95).

Imagine my surprise back in late November/early December when I dropped the grandson off at hockey and did the tea run to my local Starbucks, gave my usual order “large black tea, one teabag, lactose free milk on the bar, please” and was told “that will be $2.57”.   I said “I only want 1 teabag”, the response: “we’ve put it on the side”.

After arguing with the barista briefly, I asked to speak to the manager.  Same story.  We only ever sell Venti tea with 2 bags.  Well, my friend that was not the way it was from the time the store opened until that moment in time.    So I walked out and left my tea sitting on the counter, walked up the block and went to Tim Horton’s.

$0.52 for a teabag?  You have got to be kidding!

Many emails and phone calls to #Starbucks later, I was told that the situation would be rectified and of course I could buy a tea with 1 teabag.  So I ventured back into the same store in late December and gave my usual order.  Same story.  After they rang in my tea at $2.57 I walked away and joined my friend, sat in a Starbucks’ chair, used their wifi for 2 hours and didn’t buy a $0.52 tea bag.

More emails and phone calls and finally today I spoke to the District Manager for the store in question who advised that when they changed tea suppliers, the new supplier insisted they change policy and the 2 larger sizes of tea must be sold with 2 bags!

So although I’m the customer, I can’t get what I want.

Years ago my daughter divorced Tim Horton’s because she couldn’t walk in without buying a confection with 4000 calories.  That was not Tim Horton’s fault.  Today, I officially divorce #Starbucks and their $0.52 teabags!  Now if I can just get the money back off my card!

 

UPDATE:  On my recent trip to Florida, my only choice at the airport was Starbucks or Starbucks.  But I figured it out.  When it was my turn, I asked the barista for the largest cup of tea she could sell me for which I only had to purchase one teabag.  The lovely young woman sold me a Tall tea in a Venti cup (I had to look those sizes up, I just used to ask for Large)!  Well done Lovely Young Woman!

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My favourite: Extraordinary Customer Service

The other day we watched Paddington, the movie, and I hauled out my Paddington Bear which I purchased at Hamley’s of Regent Street (London, UK) in 1978 only to discover that poor bear’s hat is in shocking condition.  I also purchased one for my sister, Catherine – hope her hat’s in better shape.

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So I emailed customer service at Hamley’s to see if I could get a new hat. Imagine my surprise when the phone rang a few minutes ago and it was Libby from Hamley’s responding to my query! Unfortunately, her best suggestion is to find someone who can make me a new hat as Paddington is no longer made in the UK – as mine was.

Now THAT is extraordinary customer service!

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Has it really been that long?

You know it’s been too long between blogs when you have to look up your password.

Where has the time gone?  Let’s see, last blog, November 6th from Florida.  So, since then we’ve had the drama that is always December, New Years, my birthday and now we’re approaching the doldrums of February.

Perhaps time to use to be creative?

I haven’t done any painting since…the fall sometime…other than continually touching up my painting of the cottage.  I’m afraid to say “It’s finished” and I’m afraid to keep touching it up in case I go one touch up too far!  Finally today I started gessoing (not sure that’s a word) a canvass to cover up another attempt at the cottage but I don’t really have any inspiration at the moment so not sure what to do with it…but at least I did something.

cottage 012714 3  Believe it or not touched it up again after I took this picture.  Sigh.

Work has been crazy busy – best December I’ve had since I started the business in 2003 – so I guess my attitude about customer service is paying off.  But it doesn’t leave much time for more personal, artistic endeavours.     And life so easily gets in the way.  It seems I would rather be helping other people, looking after my customers’ needs, than doing things for myself.

Perhaps it’s time to force myself to do another art class but I don’t know what I want to do.  The first classes were great, but they almost confused me.  Try a little conte, try a little pastel, now it’s water colours, now acrylic, don’t forget the charcoal.  I was talking to my friend Wendie about my confusion and she suggested “go back to where you started, sketching people because that’s what got you into this”.  So perhaps I just need to grab a sketch book and sketch, sketch, sketch.  Maybe whomever is the speaker at my next BCX meeting can be immortalized or caricatured more likely.  Should I warn him?

So I’m on the hunt for inspiration.  It probably just takes keeping one’s eyes open and having a sketch pad or camera handy but it’s not something I’m used to – a new boundary to cross.  In other words, all suggestions gratefully appreciated and possibly immediately rejected.

Oh, and to follow up on my last blog, I’m now on a daily dose of Rhus Tox – which seems to be working.  Now as well as snake venom is working for a friend of mine, but I’m much improved.  Hmmm…poison ivy, I could draw/paint some poison ivy…

Happy New Year to all and best wishes for 2014!

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Filed under art classes, customer service, family, Health, Homeopathy, lessons, The Virtual Alternative, Virtual Assistant, Wendie Donabie

Is it Florida or is it Rhus Tox?

Here I sit in the Sunshine State, which is finally sunny after two very cloudy and windy days, and I realize that my scalp doesn’t hurt as much as it has in the past.

Hmmm…I took my first dose of Rhus tox (poison ivy) a week ago Monday and my second dose last night (sorry, Witchy Woman Mach II, I fell asleep Monday night before taking my second dose) and was way too busy getting ready to go away to pay any attention to how my head felt.  But after 5 days in Florida, I think it feels better.  But why?  Rhus tox?  Vacation?  Florida sun, I mean wind?

Guess I won’t know for sure until I get home.

It sort of makes sense in a weird, homeopathic kind of way that something that makes you itchy after full contact (poison ivy), could be used to deal with itch in a very low homeopathic dose.  After all, I take a copper derivative (copper can cause convulsions) to deal with my restless leg syndrome.

So, while I floss my ulna nerve, stretch and pull my toes, I will also hope that the Rhus tox really is the answer.

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Happy Anniversary to me! 10 years in business today.

Wow, where has the last 10 years gone?  It seems like only yesterday that I walked through the doors of the Toronto Business Development Centre to apply for the Self Employment Assistance Program.  We were told to turn our phones off but Siobhan was expecting to give birth to Jaden any second so I refused and put mine on vibrate.  Two very important things happening at the same time!

Fast forward 6 weeks and I started the program.  It was a blur of information and on October 24th I graduated and The Virtual Alternative was born.  It was a very scary day but the TBDC took us out to lunch at a local Portuguese restaurant and Joe, not yet my husband, picked me up and whisked me off…somewhere,,, (funny the details we remember and the details we don’t).

There have been a lot of highs and lows since then…applied for my HST number at the end of 2005 – not bad going for 2 years in business – then suffered from a pretty bad low.  But here I am, 8 years after that, still going strong and loving being self-employed.

I have some terrific clients that I enjoy working with and every day is a new adventure.  Despite some days being at the computer at 5:45 a.m. and still at the computer past midnight, I would rather stick pins in my eyes than go back to working for someone else.  I’ve made some terrific friends, worked with some terrific colleagues and wouldn’t trade the last 10 years for anything.

So, to all my clients, friends and family, thank you for your support, it’s been a pleasure working and playing with you over the last 10 years and I look forward to another 10+.

Liz

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Witchy Woman Mach II by Liz Saunders

What’s another name for Witchy Woman?  I need a moniker for Witchy Woman Mach II.  Madam Woo?  Helga Hufflepuff?

I thought my previous naturopath came up with some interesting ideas…take Indigo at dusk or dawn when the sky is indigo…but WW Mach II has a whole new level of weird for me.

On Thanksgiving Monday she wanted me to drop a poison ivy pellet into a glass of water, stir, then stick the spoon into an identical glass of water with no poison ivy and stir, then stick the spoon into a third identical glass of water and stir, stick the spoon into a fourth identical glass of water and stir, then into a 5th identical glass of water, stir, then take a few sips.

Seriously?  If that isn’t bizarre I don’t know what is.

So, Thanksgiving Monday, when my family would be home…  I said, “well…maybe not.  They might lock me in a closet, never to be seen again.  It will have to wait until Tuesday when no one can watch me”.  Didn’t happen this a.m.  Tomorrow maybe?

In the meantime, I need a new nickname for my naturopath (Witchy Woman’s been used).  All suggestions gratefully appreciated….Hermione?

Wish me luck or magic!

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