Timely, accurate information a part of great customer service
Accurate and timely information is crucial any time a problem arises. Don’t leave your customers in the dark or confused. During a flight home from out east I experienced both good and bad customer service, and there are some lessons to be learned. (I had another memorable experience at an airport. This one entailed great customer service, and I wrote about it here.)
The trip started in Harrisburg, Pa. I was scheduled to take the 1:50 p.m. flight to Detroit (#3829). The flight was delayed more than two hours due to bad weather. (Our jet, inbound from somewhere, was diverted to Pittsburgh, where it waited out the storm.) So there we sat patiently at gate A1. At one point the sign was changed to read flight 3965 to Detroit, and listed the departure time of 4:35.
We were puzzled. Do we stay at gate A1? The Delta employee kept saying that our flight would leave from A1.