Going the extra mile for my clients

A client of mine (a mom) called me on Monday morning in a bit of a panic. Her son's flight out of Charles de Gaulle Airport on Sunday had been cancelled, his cell phone had died and she hadn't had any further contact details and was concerned.

I tried every avenue that I could think of to find the info for my client. I checked the Air France website – but couldn’t find any info. I couldn’t get any information in my Galileo booking system and of course there weren’t any numbers to call. There was also no information on Flightaware and other apps.

I had a momentary flash of brilliance and tweeted Air France and KLM for more information on the cancelled flight and voila! Within minutes they advised me that the flight had been cancelled and that all passengers had been moved to hotels close to the airport.

Both airlines followed me on Twitter, so that I could send them direct messages with the passengers booking details.

Within an hour I was able to give my client the name of the hotel, its telephone number and the room number where her son and friends were staying.

The flight eventually left this past Monday night after even further delays all of which I was able to convey to the passengers by keeping in touch with the Air France and KLM staff on Twitter. And.......I was also able to reconfirm with the Mom when the flight actually took off plus the ETA. I truly felt like I had managed to deliver a "with us it's personal" moment which I would definitely not have been able to do without Air France and KLM twitter staff assistance.