Volcano Compensation
Jun 3, 2010 | 5:51 pm
#1
Original Poster
FlyerTalk Evangelist
Join Date: Mar 2006
Location: Mostly UK
Programs: Mucci Extraordinaire, Hilton Diamond, BA Gold (ex BD)
Posts: 11,431
Volcano Compensation
An example of a good way to reward their customers. I'm a member of the East Coast loyalty scheme escape and because I happened to book a ticket during the major airline disruption they actually offered me another free journey.
My journey was actually fine, I never complained they just used their booking database to reward those frequent travellers who may have been inconvenienced during that period.
When GNER launched their new booking engine one of the advantages was supposed to be better customer relations management but we seen no evidence of that in the NXEC era. But since East Coast took over this is the third time they've contacted me based on a booking I made through the website:
1. To apologise for a long delay to one of my trains and to explain how to claim compensation.
2. When some extra trains were put on the day I was travelling they let me know and gave me the option of switching to these trains.
3. The volcanic email above.
Thank you for your patience... Here's an extra trip for you to enjoy
Dear ...
It's been a difficult time for transport the world over and we want to thank you for your patience as someone who booked to travel during this busy period.
As a result of the volcanic ash all internal flights were grounded in the UK for a whole week in April, which resulted in an influx of passengers onto our trains. As someone who booked to travel with us over this period, you may have felt the effect of this on your journey.
Over this period we carried over 32,000 extra passengers and did everything we could to manage the unexpected level of demand; we provided 27 additional services between London and Edinburgh and 36 extended services between London and Newcastle through to Edinburgh.
However, we recognise that this unprecedented level of demand may have had an impact on the comfort of your journey so we would like to show our appreciation for your patience by giving you an extra Travel for One voucher on your escape account.
This voucher is valid for bookings made before 01/01/2011 whether or not your membership is current on the day of travel.
We look forward to seeing you on board again soon and having the chance to offer you a more comfortable journey, and a true East Coast experience.
Thank you again for being so patient,
Yours sincerely
John Moss
Marketing Planning Manager
East Coast Main Line Company
Dear ...
It's been a difficult time for transport the world over and we want to thank you for your patience as someone who booked to travel during this busy period.
As a result of the volcanic ash all internal flights were grounded in the UK for a whole week in April, which resulted in an influx of passengers onto our trains. As someone who booked to travel with us over this period, you may have felt the effect of this on your journey.
Over this period we carried over 32,000 extra passengers and did everything we could to manage the unexpected level of demand; we provided 27 additional services between London and Edinburgh and 36 extended services between London and Newcastle through to Edinburgh.
However, we recognise that this unprecedented level of demand may have had an impact on the comfort of your journey so we would like to show our appreciation for your patience by giving you an extra Travel for One voucher on your escape account.
This voucher is valid for bookings made before 01/01/2011 whether or not your membership is current on the day of travel.
We look forward to seeing you on board again soon and having the chance to offer you a more comfortable journey, and a true East Coast experience.
Thank you again for being so patient,
Yours sincerely
John Moss
Marketing Planning Manager
East Coast Main Line Company
When GNER launched their new booking engine one of the advantages was supposed to be better customer relations management but we seen no evidence of that in the NXEC era. But since East Coast took over this is the third time they've contacted me based on a booking I made through the website:
1. To apologise for a long delay to one of my trains and to explain how to claim compensation.
2. When some extra trains were put on the day I was travelling they let me know and gave me the option of switching to these trains.
3. The volcanic email above.
