What a difference a good customer-service department makes, writes Go reader C Martinof Clonskeagh, in Dublin
“I waited over 10 months for a €10 seat-booking refund from Aer Lingus, which took two letters and two faxes and only materialised when I let them know in my final fax that I was a member of the NUJ. Apparently, the computer at their check-in desk at Bordeaux Airport cannot see any prepaid seat reservations, so don’t waste your money!
“During the recent snow and ice I chose to cancel a flight to London made online at www.flybmi.com. The flight was very delayed, and I had difficulty getting to the airport. The website clearly stated I could cancel if I wished, but BMI’s telephone customer- service department (based in India) didn’t want to let me do so, as the flight was officially operating.
“I declined their offer of a €10 refund per ticket. Instead I went online to BMI’s refund service, explained my reasons for cancelling and within four working days had a note stating I was getting a full refund to my credit card.
“On Thursday last the refund arrived in my account, less than two weeks after the cancellation.
“With service like that (and no hidden charges for bags, seat allocations, etc) I’ll definitely be booking BMI again – and they were cheaper than the Aer Lingus flights on offer.”