Penne Cole's thoughts on food, travel and more
One week before New Zealand announced that it was shutting its borders, we booked our tickets for the family to go to Queenstown for the ANZAC day weekend to celebrate a friend’s wedding. We had known about the wedding for a while and received the invitation months ago, but because of the Happy Gwailo’s work, leave requests have to be put in up to two years ahead. Holiday requests with a mere six months notice, even if it is just for a long weekend, are not guaranteed.
That day, we had finally received the green light to book our tickets. Of course, COVID-19 had reared its ugly head by then, and we were debating whether or not to go. In the end, we decided to just do it, partly because New Zealand didn’t have many cases, but mostly because we really wanted to support our friends and celebrate their special day with them.
Then New Zealand made their announcement. The wedding was off. More than a thousand dollars down the drain. Or so we thought.
A few days later, we received an email from our airline, saying that they were allowing customers to cancel their flights and receive a travel credit for the full value of the ticket, and valid for travel within 12 months of the original ticket issue date. What’s more, they waived cancellation fees and flight change fees when we rebook. They also recognised that there was going to be a lot fewer flights, but didn’t want their loyal customers to suffer, and so they announced a one year extension for existing status tiers. Now that is service.
In times of need, your customers will remember how you treated them, and this service, this level of understanding and empathy towards customers despite their own pain, was exceptional.
We had also booked flights to go back to Malaysia for my brother’s wedding. Yesterday, we received an email from the airline saying that our flights were cancelled, and that they are also granting customers travel vouchers for travel by the end of June 2021. That was great news, despite the disappointment of not being able to go home for a while.
So today, I’m grateful to the airlines for being so understanding, and for granting us with travel credits. I’m really looking forward to using those credits once these travel restrictions are lifted. Now let’s just hope that those airlines are still around once we’re ready to travel again!
What are you grateful for today?
This post was inspired by the Discover Prompts, Day 14: Book.
Psychology to Motivate | Inspire | Uplift
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