The feel good factor

Couple of interesting social media based customer service experiences.

Yesterday I was booked into Spicejet after my Go flight was cancelled. I tweeted my disappointment to Go. No response

The turned out my Spicejet flight was delayed too! So I tweeted & they immediately tweeted back in response apologising. Then they traced my number, called me to apologise and explain the situation. I said that they should have been transparent about the delay.

I was then killing time at the airport when I got a call from Spicejet asking me if I could rush to the departure gates. They were putting me onto an earlier flight. So I was rushed up and given a premium seat with good leg space too.

Definitely made me feel good about them.

Part 2. I checked into the Hyatt Regency, Delhi, past midnight. I was craving for Chinese but it wasn't in the room service menu.

I requested them if they could make me something. Saurabh, who was manning the phone, said they could rustle up a Chinese fried rice but that it would not be authentic and he would not give it to me.

'Aap food critic ho. Risk nahin le sakta.'

I was gobsmacked. Turned out he had googled me when my name flashed when I called.

Both these personal touches won me over.