In the world of commerce, the term VIP (Very Important Person) is often attached to products and services that conform to a premium level and thus command a much higher price. The VIP label can be attached to just about any situation, and it does not really mean that the person acquiring premium goods or services is more or less important than anyone else; however, it is universally accepted that VIP goods and services must be presented with the highest level of quality and attention in accordance to the higher cost that customers pay. Not all businesses that offer VIP… The post When “VIP” Means Bad Customer Service in Costa Rica appeared first on Costa Rica Star News. Continue reading → The post When VIP Means Bad Customer Service in Costa Rica appeared first on Costa Rica Bookings.
In the world of commerce, the term VIP (Very Important Person) is often attached to products and services that conform to a premium level and thus command a much higher price. The VIP label can be attached to just about any situation, and it does not really mean that the person acquiring premium goods or services is more or less important than anyone else; however, it is universally accepted that VIP goods and services must be presented with the highest level of quality and attention in accordance to the higher cost that customers pay.
Not all businesses that offer VIP services at very high prices are able to deliver them. It has come to the attention of The Costa Rica Star that HeliJet, an air charter service that offers private flights from hangar 53 of the Tobías Bolaños Executive Airport in San Jose, is a company that applies the VIP term very loosely.
Longtime readers of The Costa Rica Star are probably familiar with our 2012 article Chartered Flights, Helicopters, and Air Travel in and around Costa Rica. On that article, various air charter companies were mentioned, but HeliJet was not one of them. More than two years later, a business executive who contacted HeliJet to get a custom quote for a VIP chartered helicopter service proved that leaving HeliJet out of the list of recommended air charter companies was a good idea after all.
According to the business executive who contacted The Costa Rica Star to complain about HeliJet, the problem started with a telephone call that indicates that makes it seem as if HeliJet is not exactly flying the friendly skies. The executive asked his assistant to get a custom quote for VIP helicopter flights from his home in Escazu to the ritzy Los Sueños Resort Marina near Jaco Beach for about 4 to 5 times per year. Customer service representative Diana answers the telephone and proceeds to offer a quote that is higher than what is posted on their website.
HeliJet fleet can certainly provide VIP air charter service; for example, their Bell 206 L4, of which a similar picture appears herein, is equipped with a leather interior and plush seats, air conditioning, music, beverages, snacks, and comfortable seating space for six passengers. The price posted on their website as of January 23rd, 2015 is $1,600 per hour; the Bell 407 and the elegant Eurocopter AS 350 have similar prices. According to the business executive who requested the custom quote, his assistant called HeliJet back to clarify this pricing discrepancy and was told by Diana that she had made a mistake. At that point, the business executive asked to talk to the owner of HeliJet to further discuss the custom quote, which could materialize into nearly $10,000 in one year for the company.
What follows is a statement from the business executive who feels that he received terrible, inaccurate and unaccommodating customer service from HeliJet with regard to VIP services. Please note that the statement below has been slightly edited for grammar and style:
Instead of finding the owner, Diana put Dennis, a pilot, on the phone. I asked Dennis if he was the owner and he said no, and so I asked him why he was on the phone, I told them that based on their website this was terrible customer service for someone looking at spend $2,000 per hour on a VIP charter and that I wanted to speak to the owner immediately.
Dennis asked Diana where the owner was at the time and she said that he was on a flight and would finish in 30 minutes. Dennis did not want to discuss the matter any further, and so at this point they proceeded to transfer me to another person, of whom I asked: are you the owner? His answer was no; he said he was a pilot and a partner in the business, but not a majority shareholder. I told him that I didnt want to explain the problem any further since my assistant and myself had already explained it twice. I requested a call from the owner, who never called back.
Good customer service is not something to take for granted in Costa Rica or anywhere else in the world. This problem is exacerbated when companies purport to offer something that they either can’t deliver or simply refuse to provide, and when the VIP label and its corresponding exorbitant prices, the expectations of quality with regard to goods and services are particularly high. The situation described above belies HeliJet’s mission, which is clearly stated on the company’s website:
“[…] we do our best to provide a good customer experience from the initial contact, during the flight and until it reaches the destination.
- Our service is VIP, personalized and 24/7.
- Our Vision: To provide our customers with the service we would like for ourselves.
- What we believe: We believe in delivering our customers the best service possible, on time and personalized. To give the service we would like for ourselves.”
The crude tenet of commerce you get what you pay for is not always a reality in Costa Rica or anywhere else in the world. The customer is always right is a slogan dating back to the venerable Selfridges retail store in London, circa the early 20th century. For this reason, The Costa Rica Star is publishing this account without checking with HeliJet first; however, the company is hereby cordially invited to respond to this article, which will be updated accordingly should the company reach out to clarify the record.
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