On my way home from my travels last week I had a very nice surprise for my trip. A couple wished to sit together and I was relocated to executive class to accomodate them. Not exactly something to complain about and I really enjoyed the leg room.

What really made this cool however was that not only did I receive a far better seat that I did not pay for, but the Air Canada flight attendant who arranged the transfer actually treated me the same way as everyone who had paid the premium for that service when she could have easily treated me as a coach passenger in a better seat. I got everything everyone else did from hot towels to never-ending hot drinks. She even managed to find a meal for me. What a great trip!

I can’t remember the last time I have been so pleasantly surprised, especially not by an airline. That’s something that stands on its own as deserving mention, but there’s also a nice little reminder in this story about the importance of great service and the little things that can really make a customer’s experience special.

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This entry was posted on Thursday, May 4th, 2006 at 8:59 pm and is filed under Business. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.