The thing that put lola over the top for me was when I was stuck at DFW with a weather delay. Her is the email I sent to them describing my experience:
On Saturday I was flying from DFW to Minneapolis to speak at a conference on Sunday and Monday. The weather was bad and there were tons of problems.
I endured 5 delays and one cancellation by American Airlines. Each time the info was late in coming. When the finally canceled my original flight, while everyone else was trying to get to another counter or call American (which was about a 15-minute wait or call back) I texted Lola and your staff booked me on another flight within one minute.
They provided me with real updates about the plane being on the way and the status. Eventually, they kept delaying that flight and after 8 hours I didn't want to wait another 2 hours and then have that flight canceled. So your customer service staff booked me on a flight the next morning, while everyone around me was scrambling. I had a boarding pass in about a minute.
I didn't have a hotel confirmation because my host was paying for it, and your team even called and made sure that my room was held even though I wasn't going to arrive that evening.
So I got a few hours of sleep and got an early flight with a couple of hours to spare before my presentation.
I also mentioned that I would be speaking right at the time I am supposed to check in for my flight. I like to check in at exactly 24 hours, because then I can grab an unsold upgraded coach plus seat at no charge.
They checked me in on time and I got my rare upgrade to first class.
Special thanks to Yanni who handed me off to Egan as he was going off duty and the to Britney for the final booking for today.
Such a great experience. Really please thank the whole team.
Review collected by and hosted on G2.com.