Norwegian Airlines has diffused a customer complaint with the power of poetry.
The budget carrier received a grievance from passenger Gus Dolding, from Cornwall, earlier this week.
Unhappy about being charged €120 euros (£105) to amend booking details on a ticket, he penned his criticism in verse on Tuesday.
Missive: Unhappy about being charged €120 euros (£105) to amend a booking, Gus Dolding penned criticism in verse on Tuesday (left), then received a poem back from Norwegian (right)
Disgruntled traveller: Gus Dolding
However, not only did the airline agree to waive the fee, it also used creative writing to smooth the issue over.
Starting the exchange, Dolding’s poem, written from New Orleans, read: ‘Why can’t you be fair, Norwegian Air. No headphones do you include. Nine hours with no free food.
‘The stress of a sixty quid bag. Would make the plumpest of mammories sag. Aviational scandals from Scandinavian vandals. You’re a disgrace to the Norwegian flag. And Kiwi.com you’re just as bad.’
He continued: ‘One hundred and twenty euros for what? For two minutes of typing that’s rather a lot.
‘Why can’t you be fair, Norwegian Air. Just skip that ammendment fee [sic]. And just let us change it for free.’
Responding to the missive, Norwegian staff first dismissed the penalty as a gesture of goodwill. Dolding replied to this with another poem, which opened with : ‘Thanks for being fair, Norwegian Air. You waived the fee. So glad are we.’
In turn, the airline wrote its very own response – also in verse.
Helpful: The airline were very accommodating to Mr Dolding’s imaginatively-phrased gripe
Flight-hearted response: Airline says it proves its staff are a ‘flexible, clever, creative group’
Perhaps unsurprisingly, the creative reaction won plenty of praise on Facebook, where readers described it as ‘class’ and ‘brilliant’.
Jazz-band musician Mr Dolding, 27, who’s from the village of Crackington Haven and now lives in Bristol, told MailOnline Travel: ‘I haven’t done much poetry, just a few strange lecherous ones to my girlfriend, this is the first to be put before the public. I earn my living as a musician and am a part-time general artist creating a range of art in different mediums from everyday salvaged items.’
A Norwegian spokesperson told MailOnline: ‘Our customer care team are on hand to support more than 30 million passengers flying with Norwegian each year, and this poem shows they are also a flexible, clever and creative group of people.
‘We’re delighted to resolve the customer’s issue in a playful way that shows that a little light-heartedness can go a long way.’