Chelsea’s nomination came to us from a Mr. John Minshull and here is the story:
This June, unknown to the pilot, two ladies on board a Harbour Air Victoria Panorama tour had bullied another guest during the entire flight. Upon landing, the distraught family of the bullied child approached the Harbour Air staff to explain the situation. Chelsea took time to listen and console the family. The two ladies had completely ruined their experience and the family was very upset. To turn the situation around, Chelsea discounted their flight and accommodated them on another tour right away. The family was extremely impressed by the outstanding service and caring attitude they received from Chelsea and John Minshull wrote the following commendation letter to Harbour Air:
We took a scenic tour from Victoria at 4:30 on June 26th and encountered two of the most appalling customers it would be possible to meet, who reduced my daughter to a sobbing wreck, and spoilt the flight for all the passengers. When we mentioned it after the flight, your representative there was fantastic, and I have posted this review on TripAdvisor:
“Through no fault of Harbour Air, its staff, or aircraft we had an unpleasant experience thanks to a vile, disruptive passenger. I mentioned it to staff, just so they would be aware for any future problems, and their response was, quite simply, magnificent. The flight we eventually took was fantastic, but what will stick in my mind will be the utterly fabulous customer service we experienced. The lady that looked after us was Chelsea (Chelsey? and sorry to have called you Casey!) and she deserves to be employee of the year, or be recognised by the company in some way. She was sympathetic, professional, compassionate and effective, even walking 200yards to hug my still-upset daughter. We will remember the flight for a very long time, but we’ll also remember the kindness and professionalism of Chelsea; she is a true asset to the company, and a great advocate for the ethos of Harbour Air. Outside our experience of two utterly selfish and aggressive passengers, we were spellbound by the beauty of Victoria from the air, and captivated by the way we were looked after. Well done Harbour Air, you have no idea how much your care and compassion means to us, and we genuinely can’t thank you enough”
Thank you again, particularly from Amy, for completely turning round what was a dreadful, upsetting experience. Please try to recognise Chelsea in some way.
Chelsea is a shining star and deserves to be recognized for going above and beyond.