People don't call customer support if they're happy with a service. Right? If everything is going as planned, they're getting what they need done, they're not gonna call someone up. Especially not in Estonia, a country infamous for its dearth of social interaction.
So it takes a very special person to put a recording at the start of every support call to Estonian Air, saying "We're having a Good Service month! Please call this number and tell them about the good service you've received from us!"
Now, when you're calling to find out if you're due any compensation for a flight delayed by FIVE FUCKING HOURS - a flight from Stockholm, which only takes about 50 minutes each way - it takes all your patience not to hurl the handset across the room.
I was at Stockholm Arlanda nice and early, too; I checked the flight status at the Arlanda Express office in the downtown train station (good tip if you're flying - it's convenient because it shows the terminal you need to go to), and I was at the ticket agent's as soon as they opened. The nice lady who worked for a company contracted to represent about a dozen minor airlines (as opposed to using the fucking SAS agent, who obviously have a massive base of operations in Stockholm - but since SAS only owns half of Estonian Air, that would have made too much sense) spent fifteen minutes on hold with EA's internal support, then about twenty seconds to receive a flat-out "no" to rerouting me through Helsinki, which would have cost me maybe half an hour from the original flight plan.
Jesus. Fucking. Christ. Am I happy with their service today? What do you think?
A tale of two countries
5 weeks ago