Last month I was supposed to go to Amsterdam, but a bug bit me, my leg blew up and I couldn’t walk. I called the airline and they told me that I could have my money back if I sent in a note from my doctor. My doctor sent a note to them by email on the same day.
Four days later I wrote an email asking them if they would need anything else from me in order to process my refund. I received no answer.
So three weeks after that I wrote an email to the communications director of the airline. All of my communication, whether by phone or email, has been in English. Aside from the phone call, all of their communication has been non-existent.
Until today. Today, 11 days after I had sent my last email, I received an email in Slovak to which I immediately replied.
Dear Ms Hovnová,
Can you please write to me in English? I wrote to *** Airlines in English with a complaint about your airline’s communication and you have just answered me in a language I do not speak. I am gobsmacked.
But really I was happy because it’s not often you get to use the word ‘gobsmacked’ in a letter of complaint.
And oddly enough, this time I got an answer within a half hour.