Tag Archives: airplanes

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.

Advertisements

Leave a comment

Filed under customer service, travel

It all boils down to customer service! by Liz Saunders

Yes, sitting on the floor of the plane between seats!

The trip is over.  I type this sitting on the floor of the plane because we’ve got the best leg room ever  right beside the emergency exit.  But I’ve never seen this much leg room, it’s awesome.  One of the best things of this trip.

The ship was quite impressive compared to the tug boat from 6 years ago, although as previously posted, I did run into an issue almost immediately.

Met and saw a number of interesting people… both on and off the boat.  Jamaica in particular was an experience.  The country is so poor that they natives are very aggressive with tourists.  It’s too bad because it really detracts from the experience.  And since tourism is one of their major industries, it leaves both a bad and sad taste in the mouth.

Imagine, as the voice of a number of companies, if I was rude, pushy and difficult because I was desperate.  People would not call back.  Have you ever had an experience with a debt collector or know what debt collectors’ reputations are all about?  Same idea.  You will pay…you will buy…you will take my illegal taxi on a trip you don’t want to take.

At The Virtual Alternative we pride ourselves on polite and appropriate customer service/representation of your business.   If you think of tourists the same way you think of customers you have to treat them well or they won’t come back!  I certainly will not be making plans to return to Jamaica any time soon, if ever.

So, the Jamaicans we met, while trying to survive, are actually biting the hand that feeds.

And a further example of bad customer service was that of Advantage Car Rentals.  My husband had rented a car – 4 seater with a trunk big enough for 2 suitcases.  When we got to Ft. Lauderdale – remember we were over 7 hours late – they told us they only had a Fiat.  A Fiat?!  2 seater with a trunk that would hold one small case.  Insisted that’s what we had ordered.  My husband would never have booked such a thing.  We argued and they insisted but we were both so tired and frustrated that he didn’t look for his confirmation paper.  Cost an extra $100 to upgrade to the 4 seater we had booked.

Do not use this company!By the time we returned the car, we had found the confirmation paper and we tried again.  Nope, Romel Jean insisted, we had booked a Fiat – that despite the fact that we had a piece of paper which clearly said “economy car” not “sub-compact car” and “4 seater” not “2 seater”.  Not wanting to miss the 2nd flight of our trip, we demurred to deal with it later.  What made it worth it was the horror on Romel’s face when I leaned in and read his name out loud – “What do you want my name for?”  “Well clearly”, said I, “we want it so that when we complain about the car we will also complain about your customer service…or lack thereof.”   Then he tried to fight with me!

Customer service.  It all comes back to customer service.  If you’ve got good customer service, people will return and tell their friends about you.  If you’ve got lousy customer service – or no customer service – people will not return and will probably tell even more friends the “horror story” they experienced.

If you want better customer service for your business, think of The Virtual Alternative, where customer service is our expertise.

And it bears repeating…look at this leg room! Those are my knees in the foreground. Look how far away my carry on is!

1 Comment

Filed under customer service, Restless Leg Syndrome, The Virtual Alternative, travel, Virtual Assistant

An interesting month… by Liz Saunders

Where did the last month go?

Back at the beginning of September (I know, that was 2 months ago) I signed up a new virtual client, who was actually someone for whom I had worked as a subcontractor for a colleague, a few years ago.  Great fun, booking appointments, talking to lots of people on the phone; I am really enjoying this client.

In the meantime, another potential client has firmed up, their email is set up, I’m ready to go but haven’t heard what the client wants from me yet.  Hope they decide soon as in two weeks I’ll be winging my way to Florida and a Caribbean cruise.  Thank goodness I have my own assistant to leave the business with (I practice what I preach).

On top of that, the client for whom I do minutes of meetings has had one meeting a week since the beginning of September (I know, I know, that was 2 months ago).  So all in all, I’ve been very busy.

Almost too busy to notice what’s been happening since taking the B.C. (now that was a month ago – September 27th to be exact – although it feels like 2 months).  Since then, I’ve been writing blogs (as you’ve seen) but I have also kept notes on my calendar so that I can keep my naturopath up to date.  I guess I need to put them together for tomorrow’s appointment with my own personal  Witchy Woman.

Mostly things have been pretty good, although yesterday I was crazy itchy!  Overall, I do think there has been improvement in many areas though.

One other exciting thing that I did recently, I didn’t want to write about until I had heard from someone that she was aware it had happened.  Well, nothing has been heard, so I guess she’ll see it here too.

On my way to the Bala Cranberry Festival a couple of weeks ago, I stopped at a café in Bracebridge to pick something up.  Before I left, I said “when will she know?” and I was told “Oh, we’ll call her this afternoon”.  So I waited and waited and waited, patiently, for her phone to ring.  Nothing.  Then I waited for an email from her.  Nothing.  Well, I can’t wait any longer:  Wendie…Look what I own!

My first original Wendie Donabie!

2 Comments

Filed under customer service, Health, The Virtual Alternative, Virtual Assistant

Travelling to Newfoundland – for 24 hours

Well, finally a reason to like my MacBook Air…it fits on the tray of an airplane seat – even when the seat in front of me is reclining as far back as it can go.

I am about a third of the way to St. John’s. The man beside me is sleeping, the man across the aisle from me has a terrible cough (great, eh?); Les Miserables is getting tedious because Victor Hugo is describing the Battle of Waterloo in great detail.   But at least I got an aisle seat so I can move around if I have to.

Apparently one of the requirements to work at Toronto International Airport is being a jerk (I would use a stronger word but it’s a family blog) and I wouldn’t want the Swear Police (Jaden) to put me in jail.

But at least Toronto International has joined the 21st century and the wifi is free. It wasn’t all that many years ago when travelling back and forth between St. John’s and Toronto when the wifi in St. John’s was free and in Toronto it was $9.95 plus tax. So, just before boarding I was able to check my email and send updates to a couple of clients before shutting down. When I arrive in Newfoundland, before getting my rental car, I will get back on the internet to check for updates – I’m expecting at least one important update from a client and will have to book an appointment for her at 11 a.m. EST.

That’s the beauty of being a Virtual Assistant. I can be anywhere as long as I have an internet connection. And these days they are everywhere (even Toronto International Airport). So, I will take 10 minutes at the airport to get on line, bring myself and my clients up to date, get my car and be off to Spaniard’s Bay. Maybe even upload this post.

1 Comment

Filed under Restless Leg Syndrome, Virtual Assistant