Air Seychelles steward has saved my holiday |30 March 2010

I am at present in Seychelles enjoying a splendid vacation thanks to the wonderful level of service that I received from one of your cabin crew. Let me inform you of what happened.

While transferring from one terminal to another at Roissy Charles de Gaulle airport on flight HMOO7 on March 21, I unfortunately forgot to collect my laptop from one of the security trays at the security check.

I was blissfully unaware of the event until three hours into the flight. I then informed the steward, Cliff (I believe his surname is Estico) of the situation. He immediately took details of the loss from me.

Not only that, but he made every effort to reassure me that all possible would be done to locate the laptop.

It was clear that he recognised that I was very anxious about the situation as he spoke to me on several further occasions throughout the long flight, making every effort to provide me with solace. When I explained to him the value of the laptop’s contents he visibly appreciated the level of my concern.

He imparted confidence to me that he knew what to do and that was so helpful since I was certainly unable to do anything.
 
When the time came to leave the aircraft at Mahe, Cliff was there at the aircraft door saying goodbye to the passengers.
 
He once again reassured me that already details of the loss had been passed to his colleagues. Once again, Cliff was exhibiting the spirit of customer care.
 
Later that day the proprietor of my vacation residence contacted Mr Laljee at the airport. He knew of the situation already.

The very next morning a telephone call was received to say that the laptop was at the airport awaiting collection. There I met Mr Bhajel, who also was so courteous and helpful. Can you imagine how overjoyed I was to take possession of the laptop a few minutes later.
 
Clearly Cliff is an outstanding representative of your company. He was professional, and although he said that what he was doing was part of his job, I really felt he was going that “one step further”.

It is very easy to give platitudes and keep the customer/passenger sweet. That was not the case here. Indeed even before the loss of the laptop became known to me, Cliff had made his way down the aisle exchanging a few words with various passengers, including myself and my partner. So seldom is this interaction evident on flights.

There is certainly no doubt in my mind that Cliff’s efforts contributed to the return of the laptop. The return of it meant that I could go on to enjoy a wonderful vacation since losing it would have compromised that entirely. How many success stories such as this can there be? I was so lucky and it is no doubt due to Cliff and his efforts.

I believe it is important that when a premium level of customer care is received it should be brought to the attention of management. In this case Cliff excelled himself. I hope that you can pass on my thanks to him.

James Andrew Browne,
Driftwood,
Anse Royale