Just about every major US airline to American Express every company is upgrading its customer service to include social media. From news updates to airfare sales to pop culture and sports, to live updates; people are constantly tweeting. Some airlines (Delta, Alaska) are great with responding to Tweets and customers’ problems. Others, like American Airlines, is good at solving problems but also enjoy twitter banter with fellow tweeters. And then at the bottom of the barrel there’s United—Do they even know what social media is? But on a recent trip on Buenos Aires, Aeromexico surprised me.
I recently wrote about my poor trip experience with Aeromexico and my $500 upgrade to Business class from Buenos Aires to Mexico. Although I was very much disappointed with the service and the meals on the flight, I am shocked by how amazing Aeromexico’s twitter team is!
After disembarking the airplane and clearing customs, I headed over to the Mexico City Salon Premier to relax, shower, unwinded and I tweeted.
Within minutes of the tweet I had a response from Aeromexico asking me to email them with details of what had happened and an apology.
I basically emailed them my review minus the extra commentary and deleted anything that wasn’t relevant or that was opinionated. I stuck to the clear facts, spoke about the attitudes of the Flight Attendants of the much lacking meal. I was brutally honest with my disappointment, but also very professional and pointed to areas that needed improvement.
I sent them the email while in the Salon premier around 8am and then I headed to my gate to catch my flight to LAX. I am accustomed to emails taking 2-5 business days for a response so I didn’t expect anything back the same day, however to my surprise, around 2pm I received a personal e-mail of apology from the director of customer relations. It was not a standard overused letter, but instead on the actual show of concern and even disgust by the FA’s attitude. She profusely apologized for the lack of professionalism of her staff and assured me the FAs would be addressed and that this was not typical for staff of Aeromexico and goes 100% against their missions and values.
As I read the e-mail, I was extremely satisfied with the response. I was glad that the letter was custom tailored to address my issues and was even more shocked to see it was coming for such a high-level employee of the airline. Then to my surprise, at the end of the email, she had asked me for my credit card information that I had used to pay for the upgrade because the director of Customer Relations wanted to refund my upgrade fee! She insisted that she was so embarrassed by her staff that not only was she going to refund me my ticket price; she also offered me a free round trip upgrade certificate for my next flight on Aeromexico! She assured me that what I experienced was not typical of Aeromexico and she invited me to fly them again so I could experience a truly good business class experience.
Aeromexico, thank you for responding so quickly. This is an example of going above and beyond! I wish every airline responded the way you did, but honestly you did more for me than I would have ever expected. The fact that you refunded my upgrade fee is absolutely unheard of and again, I thank you for your amazing response. Your turn around time was remarkable and your compensation is more than generous!
Now my question to my readers: Have you ever had a bad experience and then tweeted about it? What was your experience/response? Did it satisfy you?