Forty people and a cancelled flight to Tromsø
At six in the morning the flight was gone. By nine, forty people had a new route, new rooms and a dinner that still started on time.
The message came in at 05:52. The morning flight from Stockholm to Tromsø was cancelled because of snow, and forty people from one of our customers were due on it for a three day offsite.
The first hour
We keep a plan for exactly this. One coordinator called the airline while another searched every route through Oslo and Bodø. I wrote to the customer’s office manager before she could write to us, with what we knew and when she would hear more.
The new route
By 07:30 we had seats for thirty two people through Oslo and eight on a later direct flight. The hotel moved the check in and kept every room. The restaurant pushed dinner by forty minutes, which nobody noticed.
What we changed afterwards
We now hold a backup route for every winter trip north of the Arctic Circle, and we tell customers about it before they ask. The same customer has booked two more trips with us since.
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