Good customer service is not about the friendly smiles you give, but how you can comfort your customer when things go wrong. For the second day in a row, stuck in Madeira due to a broken airplane with zero communication whatsoever. #metui @TUINederland Worst thing is that you get up in the morning (with small kids) to go to the airport for a flight on a would-have-been fixed airplane. Just to hear from the engineers that repairs haven’t been done and even planned to be executed until the next day.