I’ve been using MyChauffer for over a decade now as the car service I use to get to/from ORD. Back in March they announced that they would be instituting a $2.50 phone booking fee for anyone making a reservation over the phone. While this really didn’t affect me, as I am a religious devotee of their web reservation system, and only talk to them on the phone when I am calling to be picked up at ORD. Even so, the institution of this fee struck me as not a great move from a customer service perspective.

Cut to Friday, where MyChauffer sends out an email stating:

With rising gas prices and a weakening value of the dollar, the cost of ground transportation is skyrocketing and My Chauffeur has decided to help ease our customer’s travel woes by eliminating the $2.50 reservation fee charged for telephone reservations. Effective June 13, 2008 My Chauffeur will no longer charge this fee, allowing our customers to call our 24-hour reservation center for all of their transportation needs without the added hassle of a reservation fee!

Great move by them, and definitely a great customer service win!

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