In this experience we look into the world of customer service and examples when the experience goes sideways.

We review the situation of the passengers who were flying from Paris to Singapore with a farting and drooling dog in premium economy. Singapore airlines finally got the issue resolved and credited them for their experience.

In days gone by, your travel agent would have been your point of contact. Now you’re mostly on your own. Over the last four years, airlines lost many individuals who were extremely proficient in high-touch customer experience. Even more than ever, airline agents are working from home. Things that can be done virtually can be much different than in person.

A key is knowing how to be efficient and work with the people on the other side of the desk.

Geoff shares a story of a cancelled Porter Airlines flight to Newark, and the quick actions of a check-in agent to get him on another flight quicker than originally scheduled.

Vinod shares a story of remotely assisting a family member with a Cathay Pacific and WestJet check-in. He was even able to resolve some of it while sitting on his sofa!

Geoff shares a story of a flight with online information about waiving fees being much different than fees that needed to be paid in person.

If you're liking this episode experience, you may also enjoy Experience 60. "We Appreciate Your Patience. Wait Times and Customer Support." It's available wherever you listen to your podcasts. 

Vinod shares a story of helping a family re-locate to Ireland. The online system would not allow a check-in without paying but did the passenger need to pay?

Vinod also discusses a YVR vacuum cleaner retrieval request.

What happens online versus offline doesn’t always line up. If you are able to do things in person, you may have a better chance.

News Items:

• straitstimes.com article Couple seated next to ‘snorting, farting’ dog on long-haul flight get $1,600 refund from SIA 
• simpleflying.com article Honolulu Airport Closed Over Medical Emergency 
• simpleflying.com article Only 5% Of Allegiant’s October Flights Are On Tuesdays 

If you have a story about airline customer service, or other experiences that you would like to share, please email us at stories(at)seat1a.org or find us on Facebook, Twitter, and Instagram. If you wish to support the show financially, we are on Patreon. Show notes are available online at http://podcast.seat1a.org/