Praise for our travel department’s efforts (16/06/2010)
Dear Ian and Philippa
I just want to say thank you officially for the unbelievable efforts and support you have provided since last Thursday, the level of customer service you have shown really has been above and beyond the call of duty.
The amount of time you have spent creating miracles and somehow getting us seats on trains that were overbooked and finding seats on planes when it looked like they weren’t an option. There are literally hundreds of examples over the last five days where your support has made all the difference to our customers.
I know you were working on our behalf late into the night as I was getting emails and text updates after 10.30pm, and I appreciate the fact that you both gave up a significant chunk of your weekend to keep looking at ways of getting us home
Without your dedication and hard work we would still be stranded somewhere in Europe. We owe you a debt of gratitude because thanks to your efforts our customers got back as quickly and safely as possible in the most difficult of circumstances.
Despite all the problems, setbacks and disruption this has caused to their lives, our customers have nothing but positive things to say about us and the way we have handled this situation, you have played a big part in that.
I know this has been a real team effort on all sides but I’m sure I speak for my colleagues and all the customers when I say we will always be very grateful to you and your team for everything you did to get us home.
Best Wishes
Name
Customer Relations Manager