From Panic to Peace of Mind: A Real ‘With Us, It’s Personal’ Story
From cancelled flights and dead mobile phones to a frantic mum thousands of miles away, this is the kind of situation that really tests what “personal service” looks like in real life.
A client of mine, a mum, rang me early one Monday morning in a real panic. Her son’s flight out of Paris Charles de Gaulle the previous evening had been cancelled at short notice, his mobile had died, and she had no other way of contacting him. She was understandably beside herself with worry.
As soon as I put the phone down, I started working through every avenue I could to track down information. Because the cancellation happened so close to departure time, even the airline’s website and the usual flight tracking apps weren’t showing anything helpful. I wasn’t getting through on any numbers and knew I had to find another way to get answers for her.
So, I tried a different approach and reached out to Air France and KLM via Twitter (now known as X) to ask what had happened to the flight. Within minutes, they replied to confirm that the flight had been cancelled and that all passengers had been accommodated in hotels close to the airport.
From there, I was able to share the passengers’ details with the airline team privately and, less than an hour later, I could call my client back with exactly what she needed: the name of the hotel, its telephone number and even the room number where her son and his friends were staying.
The rescheduled flight eventually departed on the following night, after a few further delays. Throughout the day I stayed in touch with the airline via Twitter (X) so I could keep the passengers updated and, crucially, continue to reassure the mum at home and keep her updated with the revised arrival time.
For me, this is what “with us, it’s personal” really means in practice: using every tool at our disposal, going beyond the obvious, and being there for my client at a moment when she needed calm, clear communication and genuine peace of mind.
