There is nothing worse than that sinking feeling you get when you realise your carefully planned trip is going wrong.
So, Dutch flag carrier KLM has been helping passengers from other airlines in a five-day project to solve travellers’ problems all over the globe.
The project, known as Happy to Help, was run by a specially-set up control centre at Amsterdam’s Schiphol airport but KLM staff all over the globe were asked to be on the look out for travel-related problems that needed solving.
A team constantly scanned Twitter looking for passengers in need. No problem was too small or or trivial to be taken care off. At one point, a KLM staffer even sang a lullaby down the phone to help Sean, who could not sleep.
Urbain Zibo was rushed to the airport by speed boat to catch his flight to Bermuda. Tom and Kelly, who asked Twitter if champagne was available on their flight because they was off on honeymoon, got the star treatment.
Lost luggage was found, passports were picked up by motorbike and Eva was given a wake up call to remind her to get up in time for her flight.
The aim of the project was to allow everyone experience KLM’s customer service, even people who were not flying with the airline. Were they surprised? You bet they were.