When the customer care rules

Hi!

Facing the thousands of articles /posts about the importance of customer experience management, about the importance of the positive brand touches and memories, just recalled the own case that occurred some years ago when CEM, as the current wide-spread vocabulary, didn't exist.

The group of people, including me, were flying from Hong Kong via Istanbul to Minsk. There were up to 10 people of different nationalities (me as Ukrainian, Turkish colleagues, some Belarussians, and Chinese).

Unfortunately, the first flight from Hong Kong - Istanbul was delayed and we missed the next one Istanbul - Minsk. The next flight to Minsk - only tomorrow. Thus, all of us started to discuss where to sleep and decided to go outside and find the hotel nearby the airport of Istanbul. At that time, neither Ukrainians nor Belarussians needed a Turkish visa to go outside the airport. But, the Chinese needed it. So, the group divided, and the Chinese must stay at the airport regrettably.

Just imagine our big bold surprise when we faced our Chinese colleagues outside the airport. They were led by the #Turkish Airlines representative to the bus. And bus route was to a hotel - the #Turkish Airlines worrying the passengers organized a hotel and agree with the boarders the allowance to cross the border even without the visa.

To summarize, all of us went to the bus, then to a hotel, slept well, breakfasted in the morning, and returned to Minsk the next day. All was done for free!

Great thanks to #The Turkish Airlines - only good memories even now, even understanding that delay probably occurred by the airline by itself (I don't know for sure)