Employee takes 200km road trip to help customer make flight

By going the extra mile, a Kiwi.com employee had a journey he’ll never forget…

Sometimes you really need to go the extra mile, or 128 miles to be exact, to help someone out.

When an Italian passenger, Maurizio Porcu, discovered his flight home had been cancelled at Brno airport, he was covered by the Kiwi.com Guarantee.

Watch the video below:


“Maurizio was stuck at Brno airport because his flight was cancelled,” Francesco Volpi, Quality Specialist at Kiwi.com, said.

There was no flight from Brno that could have taken Maurizio to Milan in time, and the nearest option was from Prague.

Francesco overheard the Customer Support team discussing Maurizio’s options, and offered his help. Luckily, he was going to Prague that afternoon anyway and rather than put Maurizio on the bus or train, he would take him in the car.

Francesco drove to the airport with some Kiwi.com merchandise and picked Maurizio up from check-in.

Francesco Volpi took the initiative to drive Maurizio to Prague – Ben Finch Employee takes 200km road trip to help customer make flight
Francesco Volpi took the initiative to drive Maurizio to Prague – Ben Finch


“Since our office is located in Brno, I decided to go the extra mile, pick him up and take him to Prague airport. There was immediately a connection, a bond between us.”

Then, they began the 200 kilometre run to Prague. Almost immediately, they hit traffic.

“Maurizio was quite anxious and stressed because he was on business and he had to make his Milan connection on time. And then there was a bit of a traffic jam, so I wasn’t sure if we would make it,” Francesco said.

“We talked all the way to Prague, like for three hours. Because of the business trip he had to be in Italy the very next day. He’s a geologist and works for a company which sells and rents advanced geophysical instruments.

Maurizio and Francesco got on so well they even decided to take a selfie – Francesco Volpi Employee takes 200km road trip to help customer make flight
Maurizio and Francesco got on so well they even decided to take a selfie – Francesco Volpi

“His job was pretty new to me. If you need to check the status of a statue or the foundation of an old Roman villa you use such specific instruments!

“While we’re on our way to Prague, he received a couple of calls regarding one of their products, and it was really interesting to listen to him. A customer service call during a customer service trip! It’s amazing, isn’t it?”

Having weaved their way through the traffic, Maurizio and Francesco arrived at Prague airport in plenty of time – time enough to grab a bite to eat before check-in.

The thank you letter that Maurizio wrote to Francesco – Ben Finch Employee takes 200km road trip to help customer make flight
The thank you letter that Maurizio wrote to Francesco – Ben Finch

“We had dinner in a restaurant, and there was horseradish on his plate. Maybe he thought it was mozzarella or something, but he took a big mouthful and started coughing and almost dying.

“I said, ‘No man, we’ve come all this way, you can’t die now. We managed, we made it.’”

Maurizio survived the horseradish scare and left for Milan safely. Francesco checked the next day to see that he had made it to his meetings. Since then, they’ve started chatting on Whatsapp.

“It’s something that only happens once in a lifetime,” Francesco said. “We had a great time and I hope to see him again. Mission completed!”