Alaska Airlines “Gets” Customer Service
Just when I thought customer service was dead — when I lament how brand after brand gets it dead wrong — a candidate comes along that surprises and delights and restores my faith in brand experience.
About a week ago, my daughter was denied passage on an Alaska Airlines flight. She had planned to travel to Portland, Oregon on her first unaccompanied flight so that that she could visit my sisters for the Christmas holiday. Unfortunately, due to bad weather, Alaska Airlines stopped allowing unaccompanied minors to travel to the region. That in itself was not the issue. The issue was that they didn’t tell us, even when we called that morning (at 4:45am) to ensure she was all set. When we got to the airport, the agent unceremoniously told us Jordan couldn’t board. My little girl was heartbroken, and I was taken aback by the experience. It wasn’t the Alaska Airlines I knew and loved.
I called immediately to voice my displeasure. The brand I knew began to surface again during my conversation with the phone agent. She was calm and professional, despite having been on duty for a double shift. By the end of the call, I had settled down, but I was still disappointed and angry. That is … until this afternoon. FedEx stopped by and delivered an unexpected package from Alaska Airlines. It contained an apology letter and a cute little stuffed animal that was addressed to Jordan. She was thrilled. See, some companies do understand that branding begins with the experience. I often write about the companies who fail at brand experience. I thought it only fair to share an example of a company that succeeded, too.
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Mr Vincent,
I just wanted to take some time to let you know how much reading this ment to me and to so many other Alaska Airlines Employees. And how when I first read this early this morning it brought tears to my eyes to know that something I had done made a difference for someone else.
Thanks to you and to Jordan for making my day!
Janet
Dear Mr. Vincent ~
I wish more passengers realized how much we sincerely do care about them at Alaska Airlines. When we had all those weather cancellations, I volunteered to work overtime to help out my fellow agents and our passengers. It wasn’t easy and we were all very tired but at the end of an almost 16 hour day…..I went home and couldn’t think of anything but all those people stuck in the airport tryin’/hopin’ to get home to their families for the holidays and it made my heart break for them.
Then next two days were more of the same and each day….even though my body and brain were tired, I was thrilled when I could give that next passenger hope…..YOU WILL MAKE IT !!!……and believe me when I say…….we want you to make those flights…..on time, with your baggage, and have a pleasant experience just as much as you do !!!
I’m happy to hear that your particular situation was resolved in a way that will hopefully have you coming back. I love our passengers like they were my family and I love my airline because, I too, have been on the receiving end of that customer care experience as well.
Keep flyin’ high !!!
Allison
Well, your company has two very enthusiastic fans in our household. I have been evangelizing to friends and family for the last several days. Thank you.