A British musician, Gus Dolding was pretty miffed with Norwegian Airlines for charging him a hefty fees of Euro 150 for a mere name change. How did he react? He complained alright but in the best way he knew – through a poem.
He wrote to the Norwegian Airlines:
Why can't you be fair
No headphones do you include
Nine hours with no free food
The stress of a sixty quid bag
Would make the plumpest of mammories sag
Aviational scandals from Scandinavian vandals
You're a disgrace to the Norwegian flag
And Kiwi.com you're just as bad
Helping these rogues as there's money to be had
Is it hard to operate with decency?
To cooperate and offer leniency?
I admit it was wrong to put his first name as Bill
William Edward Gabriel, the seat who's bum will fill
One hundred and twenty euros for what?
For two minutes of typing that's rather a lot
Why can't you be fair
Just skip that ammendment fee
And just let us change it for free
Dolding said, “He said, “Sorry for the scathing poem but I feel the name change fee is extortionate given that it's the same person flying, the flight in question has had a schedule change of around five/six hours, on your website it says we are entitled to a flight change or refund which is a greater amount of admin than a name change which you are offering for free, will you consider letting us change the name for free? Thanks.”
Norwegian Airlines, instead of turning this into a PR nightmare and mar its reputation turned the whole thing into such a sweet exchange. The Airline replied to Gus with a poem:
We understand all the fuzz
We try our best to reduce all the buzz
But fear not because'
we do not throw anyone under the buss
especially not a person like you
since diamonds in this world are so few
We are sorry for any inconvenience that may have occurred
It can seem like our vision is sometimes blurred
But I can promise you that we try to fly like a bird
We thank you for your rhyme
We had a really great time
You thank us for being fair
We thank you for joining us up in the air
We wish you a great trip
With us the world is on your finger tip
Just be sure to follow the landing strip
We wish you an awesome day!
Best regards, Mats & Natacha
And needless to say, Norwegian Airlines, waived off the fee for name change.
Today, all around people are praises for Norwegian Airlines and for the quick, witty response of the staff.
This is what customer service is – it needs to remain human and not become the standard call-center nightmare we go through!