It was Friday night 10.30 pm (8/Oct/2016) when I was working in
CGK Airport as a customer service then came 2 guys (man & woman) from
French whose flight (Royal Jordan) was postponed to the next Monday and they
just could not accept that because they had to work on Monday. Then I told them
that usually all the information about the compensation of delayed flight was
sent to passengers’ email, but they said that they could not open their email
in Indonesia not because they have no connection, but for something we even do
not know yet until now.
And so I tried to ask as many as possible about their flight
related-information to find out to whom I should have coordinated. Then, I
found out that it was Royal Jordan (RJ) Company so we walked to its office, but
unfortunately it was closed, so I tried to contact the ground handler (JAS Company)
to ask a contact person that dealt with this delayed flight. The JAS officer
then gave us the Royal Jordan officer mobile number.
It was night and late, fortunately, the Royal Jordan officer was
still willing to answer my phone. He said that he would contact somebody in
charge to arrange the new flight schedule for these unlucky French, and
the process took about 45 minutes to proceed to the new booking code (by Cathay
Pacific via Hongkong > Amman > Paris)
After 45 minutes the RJ Officer sent
the new ticket via Whats App including hotel, meals & shuttle bus voucher.
I said all the good information to them, and I could see in the woman’s eyes
that she wanted to cry because she was very happy. I then called the hotel
shuttle bus to pick them up. In the end, The RJ Officer appreciated my
enthusiasm in helping his passengers, he said that he would share something in
my office Facebook fanspage to appreciate what I have done.
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