My flight is delayed. I was only notified about the delay 2 hours before the departure time via SMS. I tried to call the airline company but was greeted by the automated voice response system. I opted to speak to an operator but all the call agents' lines were engaged. I redialled numerous times but could not reach the call centre agent.
I had to spend my time waiting at the airport as I had made prior transport arrangement to send me to the airport and couldn't re-arrange the pick-up time. I was still feeling a little upset when I checked-in. There were long queues at all the check-in counters. Rushing to clear the queue (for other flights which are due to take-off quite soon), the personnel manning the counters were not smiling nor apologetic. Neither were the stewardesses. They greeted passengers rather reluctantly. I was not happy.
After my trip, I decided to complain about the airline's poor service. I checked their website for their email address. Wrote them a complaint email but did not receive any reply. I wrote to the newspapers but my letter was not published (perhaps because this airline co is a big advertiser, so papers are rather careful not to publish negative letters on co).
I decided to escalate this up. First, I forwarded my complaint email to the airline co's CEO and CCed everyone whose email address I can find in the company (googled and simply add anyone with this airline company email address). Tepid response.
Then, I checked the airline's website to find out the industry awards that they have won recently - e.g. Airline of the Year, Best Managed Company etc. I wrote to the organizations that gave out the awards (e.g. Skytrax http://www.airlinequality.com/ and Euromoney) and told these organizations why I, as a customer, think this company did not deserve the award(s). I made sure I CCed the CEO and customer relationship desk.
Will try facebook and twittering next.
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