Sunday, October 20, 2019

Corporate Humanity

A few weeks ago I twisted and hurt my ankle quite bad. I had a business trip lined up right after that fateful day, and I had to cancel it. I had non-refundable tickets so I had given hopes of getting any refunds at all.

Just to try my luck, I wrote to the hotel and to the airline indicating that I am unable to fly because of my medical condition and attached my doctor's medical certificate. I am pleasantly surprised that both of them made an exception, and refunded my non-refundable reservations without any penalties. They were pleasant, responsive and did it without any administrative delays/ hassles to me.

I am amazed and my faith in humanity is restored again. I am glad that there are still human beings on the other side making such decisions (and delighting customers). It's not just an AI engine managing everything!

Thank you Hilton and thank you Air China for being nice to me. I am not a special (read gold/elite/platinum etc.) customer of either of them, yet they treated me well. Emails were responded and calls were picked up!

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