It’s been exactly 3 weeks since the US Customs Fiasco and exactly 2 weeks since I e-mailed the Vancouver International Airport (YVR) about the issue. I fully didn’t expect to hear back from them about some kind of a solution for awhile, especially after I was passed off from customer service to another department.
But then today, I got an e-mail from the Airport Operations rep at YVR saying that they had updated the US Customs page! The operating times are now stated as follows:
Please Note: US CBP is operational between the hours of 4:00 AM – 8:30 PM. Passengers who are departing on flights outside of this time should contact their airline for more check-in information.
Seeing that honestly makes me feel so BOSS. I did that! I asked the airport to make an improvement and they actually did it! Granted, making changes to a website aren’t that hard, but it still feels really good to see that little paragraph on their website and know that I made that happen.
In addition, the rep said that they would send my blog post to United Airlines, so they can see what improvements they can make to their customer service based on my feedback. My vote is for adding a big, bold message on the receipt and itinerary e-mail you get after buying your ticket that says GET TO THE AIRPORT BEFORE 8:30PM OR YOU’LL BE SCREWED.
And to make things even sweeter, they’ve offered me a voucher for the Plaza Premium Lounge next time I depart from YVR. I’ll admit that a tiny part of me was hoping for an extra perk and it’s really great of them to offer me this “gesture of customer care.”
I’m really glad that I decided to bring the US Customs issue to YVR’s attention because now the information is there on the website at least. It’s a great first step in making their customer experience better.
Now if only they could make US Customs a 24-hour service instead.
Okay. Enough complaining. Time to celebrate this small victory