V-Flyer

I thought I'd share a recent positve experience with all of you.

Before Christmas I booked 4 tickets thru VA shoping site with Lastminute for a London show for New Year's Eve. The tickets were non refundable & non-exchangeable( is that a proper word?).

Also, the seats were allocated at the time of booking but could only be collected from the box office on the day.

A few days after booking, one of our group fell in the snow, seriously injuring his knee which necessitated spending over 6 hours in A & E on Boxing evening.

A few days later I rang Lastminute to ask if our seats bordered an aisle to the right of the seat so that the unfortunate individual could at least sit with his leg out, (as it was in a cricket style brace,) once the performance started & also have somewhere to put his crutches.

The very helpful agent said that this could be arranged but the theatre didn't have any lifts, & as we were in a balcony this would add the our friend's discomfort.

They did have disabled seating but we would be split up. As I was taking a moment to think about this, the agent said that I could re-book tickets for any future date, & once I'd 'phoned Lastminute with the new booking reference, they would refund all of my money, not even taking a few pounds for admin fee.

This I did & a few days later the original cost had been refunded to my credit card & the new amount taken out (albeit the same cost).

We saw the show at the weekend & had a great day out .

Thanks Lastminute, you have a heart.

Not often you get service like that.

And on the back of that you'll use them again, recommend them to friends etc...

Customer Service is a powerful tool, either as a substantial marketing tool, or in many cases a company's downfall..........Press 1 if you agree after you've pressed 2 then 1 and listened to some music.

Great result, hope the Knee went on to a full recovery...

northernhenry wrote:And on the back of that you'll use them again, recommend them to friends etc...

Indeed - had 2 excellent examples last year

1 - ordered a gift set from elemis in the sale and when it arrivef one small part was missing (basically a trial size). I emailed expecting them to send just the missing item bt to my srprise they sent a whole new set.

2 - ordered something from qvc which when arrived the oter package was damaged. the goods wern't. I emailed just to make them aware yet the refunded the postage withot quibble.

But it is true that good service brings repeat business

A great result and good to hear customer service does exist!