Sunday, 7 November 2010

Customer care and communication

I arrived at the airport for my return flight to Rwanda to discover the flight schedule had been changed and I was now due to fly 24 hours later although no one had told me. I was told the change was ‘better for everyone’ and ‘the good news is you will arrive at the same time tomorrow’. Fortunately I returned the relatives I had stayed with and rearranged my plans for the following day.

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