Due to COVID-19 I've had to cancel all my flights in 2020. That also meant I got to spend some quality time on the airlines' refund processes.
It was a fascinating experience. Some opted to make it as convoluted and as difficult as possible in order to protect themselves. Others decided to own the situation and make it as easy as possible for the customer.
Polish Airlines LOT is one of those. First time I've called them, it took them five minutes to process my refund request. Second time I've called them, it took them less than two minutes to find my case and tell me what I wanted to know.
They've demonstrated that I matter to them, and that they do have skin in the game. By doing so they've made it easy for me to commit to using them in 2021—whenever I can.
What are you doing to show your customers that you really care?
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