
On the 29th of October 2009, 3 of my friends had their worst experience with Jazeera Airways flight to Dubai. Their flight was scheduled to depart at around 3pm. After check in, they were told that the flight got cancelled. They went back to the Airlines desk and managed to get seats and boarding passes for the next available flight which was around 5pm, free of charge of course. At the departure gate, when they presented their passes to get in the plane, they were told that there are no seats available for them on the plane!
It took a long time for the airline’s representative to arrive and talk to my friends. The plane had already departed. The representative was extremely rude and simply said that it is what it is, take it or leave it!
Needless to say, hell broke loose and frustration reached its limits with my friends, specially when the employee demanded them not to speak in a certain tone.
A nice Airport official and a true gentlemen approached my friends and promissed to get them seats on the next available flight.
To cut the story short they were on the next available flight to Dubai, transit Bahrain. The Airport official was so kind and respectful and he advised my friends to file an official written complaint to Jazeera Airways explaining the whole incident and he promised to get it to the HQ. So they did.

Yesterday, 31st March 2010, my friend received a call from Jazeera Airways Customer Service. The agent, Ali Hashem, delivered a heart felt apology on the incident and he really thanked my friend for filing the complaint. According to him, they don’t know what goes on the ground unless somebody complains and they are very appreciative of their customers pointing out their mistakes and bad behavior. They care too much for their customers to ignore these incidents.
It turned out that there were more than 5 complaints against the rude employee that my friends spoke to at the airport. He was terminated. And To show how sorry Jazeera Airways is, Ali offered all three of my friends a voucher of free tickets to Dubai or Bahrain. He also made sure that this satisfied them enough.
Now some might say that the company reacted too late to the incident. Even so, to me, it showed how much they care for their reputation and the service that is offered to their customer.
There is one thing that a lot of companies seem to not know/ignore. Actions expressed to show how much you care for your customers and how sorry you are for unfortunate incidents, will not only retain your customers, but will also make them more tolerable to mistakes when they happen. What Ali did here made my friends think twice before deciding not to deal with Jazeera Airways again. It actually made them love the Airlines even more, despite their bad experience.
I hope other companies, from all different sectors, follow what Jazeera Airways did. And much thanks go to Ali Hashem who demonstrated a live example of what real customer service should be like.