Editor:
With all the bad things we hear about BC Ferries, and I’ve added my share of complaints over the years, I wanted to share a story of really great customer service.
My husband recently had surgery and is in a rehab hospital in Vancouver, where he’ll be all summer. I just found out on the Monday before the August long weekend that he could come home for the long weekend.
I immediately tried to reserve ferries, but of course, reservations were full. I called customer service to ask about medical assured loading. This will be his first wheelchair-to-car trip and he is still in some pain from his amputation, and I couldn’t see him sitting in a car at the terminal for four hours.
The woman at BC Ferries gave me the spiel about doctors sending requests to them, then they issue passes. She said she’d email me instructions for the doctor. I never got them.
Wednesday I emailed a complaint to BC Ferries customer service explaining what had happened (and that I’ve always felt strongly that all residents who have to go to medical appointments should be getting preferred loading). I was sure it was too late to do anything but wanted to share my unhappiness about it.
Less than two minutes after sending the email, my phone rang. Laurie from customer service, who had gotten my phone number from my email address as I often reserve online, not only apologized, but went ahead and made reservations for all the trips I have to make picking him up and returning, and didn’t even charge for them!
She said that in situations like this, there are always options and to ask to speak to supervisors if necessary. How great is that! Thanks, Laurie, for making my day and for making a much easier trip for my husband.
We have both been so overwhelmed by all the well wishes, offers of help, great nurses, doctors, PTs, OTs, everyone who has helped make this easier. Thank you to everyone.
Margaret Hartley, Garden Bay
