It was a dark Saturday evening in October. The motorway turned a moody yellow at every traffic light as an elderly gentleman was driving his Volkswagen Borassa towards Kuopio Toivala Airport. The man's take-away coffee mug was steaming on the car's drink holder. The flight to Helsinki would leave in about an hour and a half. It was 19.22.
The lakeside airport is a pleasant place to arrive. Even on a Saturday evening there is no traffic jam. A man drives his car into the parking area and parks it near the main entrance to the airport. He takes a last sip of his coffee and gets out of the car to get his suitcase from the trunk. He pushes the door shut as he does so. As the door closes, he is awakened by an unusual click. The sound sounded like a central locking system.
The man gets a little nervous and immediately tries to open the driver's door. Locked. He goes into the trunk. It won't open. All the doors are locked, and the keys are in the ignition. Stress takes over the man's body. The flight is less than an hour and a half away, and the suitcase and keys are essential. Even the phone was left in the car.
He decides to head to the airport staff to ask for help. The staff respond immediately, and the man is called for help. The airport security desk called 24 Center, somewhat nervously asking when a professional would be available to open the car door. The attendant promised assistance in less than an hour, which was enough for the airport staff.
The man waits at the security checkpoint, where staff instructed him to wait for a locksmith. Nervously, he glances at his wristwatch. About 45 minutes before the plane is due to take off, a professional car locksmith arrives in the lobby. He greets him kindly and asks him to show him where the car is. The locksmith goes about his work. Thanks to his special tools, he is able to open the door by a few centimetres. There is a familiar click as the central locking is removed by pressing the button on the door with a long stick.
The gentleman thanks you for your help, takes his keys, phone and suitcase from the car, and walks briskly towards the security checkpoint. The security officer recognises him and lets him past the queue to the security check. The check is quick and he makes it to the gate on time. Once on board, he sighs with relief.
The customer service representative at 24 Center was delighted with the successful service. It wasn't just a car that needed its doors unlocked. It was about whether or not our customer made it to the flight. At 24 Center, we want to serve our customers in a holistic way. We want to be part of our customers' stories. We want to make sure the stories have a happy ending.
