A few days ago, I had complained about the telephone and internet services at Chicago airport. The telephone-walas at Pacific seem impervious to criticism but I happy to report that Boingo, the internet service provider over there, did take note and rectify the situation.
Within days of blogging about the problem, I received an email from Danielle, who works for Boingo Wireless, apologizing for the inconvenience, offering to reimburse my money, also offering a complimentary access pass at some other airport serviced by Boingo, and the promise of fixing the truant kiosk.
I wrote back saying I was glad somebody noticed and responded to the complaint, and sent directions to the exact location of the grievance-causing kiosk at Chicago's O'Hare airport. I also asked that the refund be donated to some charity on my behalf instead of being mailed to me.
Danielle wrote back to confirm that the kiosk had been fixed by having it point to a different IP. And also that the refund had been donated to a charitable organisation called SOVA, which Boingo supports.
I'd just like to put it on record that, despite the annoying experience at the airport, I am now a satisfied customer after all. I wish all businesses would hire someone to watch out for feedback - positive or negative - in the media, including blogs and social networking sites. It is to their own advantage, for it is one way of showing that the company really does take the concept of 'service providing' seriously and that it does not treat a field of work with arrogance. It is good for 'image' too, besides just being respectful to the customer.
Coming up in the near future, a long list of long-standing complaints against Reliance on the communications front. Let's see if anyone's listening.