With complaints on the rise, airlines turn to forms for relief
You’d think airline customer relations departments would be overwhelmed with complaints, considering the latest changes in fees and policies. You’d also think they’d defend their decisions in an articulate, reasoned way.
Wrong. Instead of putting agents on the job with the skill and sensitivity to mediate an understanding between an unhappy customer and the company, they are falling back on form-letters. Poorly-written form letters.
My significant other was one of the passengers who called a number at US Airways to lodge his complaints about its changes in fees and mileage earning.
The office was already closed for the day, so he left a telephone message detailing his concerns and that he planned to take his travel business elsewhere.
The good news is that an agent replied the very next day. The bad news? Read the letter and decide for yourself.
Thank you for leaving a message with the Executive Liaison’s Office of Customer Relations at US Airways.
At your request we will not be responding to your inquiry through a phone call or postal letter. However [sic] we want our customers to know their concerns are being reviewed and documented. In light of the recent changes to US Airways [sic] service, we consider feedback an important tool to our success as we further determine changes in our service.
Currently, no plans exist to alter the discontinued 500 minimum miles or the changes made to the elite levels of the Dividend Miles program. I can assure you that your comments have been documented and forwarded for review. Where [sic] we cannot guarantee our original modifications will be reconsidered, we can assure you all suggestions and concerns are considered and evaluated carefully to ensure revisions are made that will add to the success of US Airways.
Again, thank you for voicing your concerns. Feedback is considered crucial to our success and we appreciate you being a part of that success. We look forward to serving your future travel needs.
Grammar issues aside, does anyone see a problem with this reply?
I keep searching for an answer, but instead I see a form letter, devoid of concern for the departing customer.
Is there a fee for that now, too? If so, I’ll gladly pay for the return of the human touch.
You may also be interested in these articles
Comments
One Response to “With complaints on the rise, airlines turn to forms for relief”
Please share your thoughts...
My 16 yr old has his first job and can do better than that. And he will work cheap!