I can’t imagine what it’s like to work in social media for an airline. Just go to the Facebook page of any airline and you’ll find that it’s full of people complaining about everything. So I guess on some level you have to appreciate when someone complains in a unique way.
That’s what one passenger did on Norwegian Airlines’ Facebook page. Specifically, he wrote the airline the following poem:
Why can’t you be fair
No headphones do you include
Nine hours with no free food
The stress of a sixty quid bag
Would make the plumpest of mammories sag
Aviational scandals from Scandinavian vandals
You’re a disgrace to the Norwegian flag
And Kiwi.com you’re just as bad
Helping these rogues as there’s money to be had
Is it hard to operate with decency?
To cooperate and offer leniency?
I admit it was wrong to put his first name as Bill
William Edward Gabriel, the seat who’s bum will fill
One hundred and twenty euros for what?
For two minutes of typing that’s rather a lot
Why can’t you be fair
Just skip that ammendment fee
And just let us change it for free
Hah! So it seems like the booking was made for “Bill” rather than “William,” and the airline wanted 120EUR to fix that error.
How did Norwegian respond to this? With a poem of their own, of course:
We understand all the fuzz
We try our best to reduce all the buzz
But fear not because’
we do not throw anyone under the buss
especially not a person like you
since diamonds in this world are so few
We are sorry for any inconvenience that may have occurred
It can seem like our vision is sometimes blurred
But I can promise you that we try to fly like a bird
We thank you for your rhyme
We had a really great time
You thank us for being fair
We thank you for joining us up in the air
We wish you a great trip
With us the world is on your finger tip
Just be sure to follow the landing strip
We wish you an awesome day!
Best regards, Mats & Natacha
Brilliant, especially since they agreed to waive the fee.
Apparently there’s a bit of a backstory to this. BBC reports that the flight already had a schedule change of a few hours that entitled the passenger to a free flight change or a refund, though not a free name change (and presumably the fare had gone up). So that’s supposedly one of the reasons he was hoping the airline would take mercy on him. That’s logical and fair enough, though at the same time airlines are often guided by policies rather than logic.
Well done, Gus and Norwegian!
(Tip of the hat to AJ)