You can't put a price on service

Travelling can be a traumatic experience at the best of times, but at this time of year in particular it is vital you get the little things right to smooth the way to your destination.

Whether enduring a long-haul flight, a shorter domestic trip or hitting the road for a much-deserved holiday, there are a few things that will help you get there safely, and in a fit state of mind.

Of course, it's easy enough to forget medication, pain killer or antihistamine for the kids, or not check if the spare tyre is correctly inflated. Less common would be forgetting a child, as in the Home Alone movies, or as happened to us, failing to recall where you booked your accommodation.

Yes, as embarrassing a confession as it is to make, my wife and I, for the life of us, couldn't remember where we had booked for her and our children to stay as they returned from a holiday with family in the South Island. But there is a happy ending, and a lesson for all businesses who provide a service.

As we hit the panic button, and then the phones, we were pleasantly surprised by the response. Not only did the motels we contacted forego the opportunity to ridicule us for our ineptitude, they were almost without exception extremely helpful.

Offers were made to find room for us at what is a very busy time in Blenheim, and more than one offered to send out an email to Moteliers Association members to track down our missing booking. Phone calls were returned and, it must be said, the email request was fruitful and the family now have a place to rest their heads on their return home.

All this effort from these busy people who stood to gain nothing from helping us find our booking, even if it was with a competitor. So thanks to all those who expended their time and thoughtfulness to help, especially Margaret at Montana Motor Lodge, who went above and beyond what I ever expected. It's a pretty fair bet the next time we need somewhere to stay in Blenheim, the Montana will be the first place that springs to mind.

This experience just goes to show that it doesn't cost a lot to provide great service.

Contrast that happy result at the end of my short break with the slightly off-putting start when I was required to pay a fee to leave Palmerston North Airport. The Development Levy was not a great amount at $5 but it was the principle that made me baulk.

I was always of the opinion that such development would be funded on a business case; that the users (via increased demand) would generate sufficient revenue to justify the investment. In the case of an airport, there are service providers that pay fees, and certainly a component of the air ticket must go towards the costs of running the facility.

If any further subsidy should be required, would that not be covered by the local ratepayers?

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