V-Flyer

Those of you who are interested in honey lamb's meanderings (both written and actual) will be aware of a severely delayed flight on Aer Lingus which deposited us at LHR at 3:15am after a diversion to LTN. I had been booked into the LHR Hilton and obviously at that hour of the morning I had to take a taxi. I have to say before I go on that EI treated us well as long as we were in their bailiwick but one delay compounded another so that I had to take a taxi from T1 to the Hilton at T4 which relieved me of 25. Fortunately I always carry sterling even when transiting through LHR for emergencies.

On my return I wrote to Aer Lingus Customer Service what I considered a balanced letter (in other words I wasn't baying for blood) and requested that as a gesture of goodwill they reimburse the 25 taxi fare. About 3 weeks later I received a boilerplate letter which included one line that made me laugh 'Please be kind enough to allow us some time to complete our investigations thoroughly' I mean, how long is it going to take them to establish that the plane was very late and diverted to LTN? [?] A couple of keystrokes on a computer, methinks! Anyhow I settled down and waited.....and waited......and waited......and waited...... Some of the time I forgot all about it but then I would come across the taxi receipt. The alarming thing about that was that the printing, never great in the first place was fading at an alarming rate. [:0]

A couple of months later I decided enough was enough but the number on the letterhead, when dialled, got me to the 'For bookings, press #1....' menu, none of which was the customer service department. I poked around the website and came up with a 'Contact us' link and spilled out my woes at hearing nothing. Within minutes a response came bouncing back, acknowledging receipt and stating it had been forwarded to the agent who had written to me. So I settled down and waited.....and waited......and waited......and waited...... and still nothing came. Back to the letterhead and once more I dialled the number this time holding on till someone answered. I asked to be put through to Customer Services only to be told that the Aer Lingus switchboard at Dublin Airport did not have a number for them!!!

At this stage I decided it was time to bring in the big guns and a letter was composed to Dermot Mannion but the timing was crucial. I did not want to send it when there was a threat of industrial action because of restructuring including outsourcing (sounds familiar?) as it would be buried and then Christmas was upon us. Interestingly about that time in the travel section of the Irish Times someone had a complaint which eventually had been settled thanks to their intervention but one of the facets of the case had been the impossibility of contacting customer service. That complaint had serious monetary implications for the complainant but at this stage, for me was the issue that they had ignored my original letter and probably made paper darts with it!!

So, at the beginning of the year one of my resolutions was to follow it up as a point of principle but it had to form an orderly queue behind all the other things I needed to follow up. However this morning it was going to be D-Day. The letter was to be sent! Then the post came and with it a letter from Aer Lingus, apologising for the delay and promising to reimburse the money on production of the receipt. the letter was dated exactly 6 months to the day that I had landed in LHR at 3:15am. [V]

Oh and the ink on the receipt is so faded I hope they can read it [:0]

Oh dear.
I hate it when you feel like your complaint is being passed from pillar to post. Or even worse, just being left.

Sometimes writing to the CEO of companies really does work. I had the joy of O2 being utterly stupid over my mobile contract renewal - they told me I could renew early but I could only do it over the phone and not to my desired iPhone. Call centre said it was 'impossible' to upgrade early - neither of these restrictions were very clear in the letter.

Got so fed up with the whole situation found the e-mail addresses of the CEO, Directors who looked like they were Customer Services and Marketing. Drop off a constructive mail suggesting they review marketing material before sending it out to 'longstanding and loyal' customers. What do you know, a few days later a call from Cust Services saying they have updated my account and I can go along to any O2 store to renew onto an iPhone.

After an emailed complaint to Singapore Airlines produced the usual 'So sorry, we'll try to do better in future,'looking forward to seeing you soon' response, I put actual pen to actual paper and posted an actual letter to the company's CEO in Singapore, outlining my complaint and how I thought it could be resolved (refund of BD miles used to pay for the flight). Within a week, my letter was acknowledged and within a month I received a full apology, a promise of a review of proceedure and a refund of the miles I had asked for. Now that's what I call service!

I had a business BT line installed and soon became aware that a large percentage of my calls were from men wanting to speak to Melissa. One man would not believe I wasn't Melissa and explained how much he had enjoyed his visit the month before and complimented me on my new 'Norwegian' technique !!! BT refused to accept my complaint or change my number and were adamant all numbers remain unused for a year. I eventually tracked Melissa down via an advertisment in a magazine one of the callers referred to. She was very helpful and was wondering where all her regulars had gone as her calls were meant to be re-directed. Armed with all the details I gave up on BT customer service and wrote to the CEO . Only then did I get a sympathetic satisfactory response and a donation to our local hospice.

Now on the theme of airlines - here is a paragraph I got back from BA last week. I'd sent them a quick note to say how I was disappointed that the Elemis Spa was closed in Arrivals and that the staff were very 'It's a Bank Holiday'

I appreciate the comments you made with regard to the limited services available in the Arrivals lounge on New Years Day. As I am sure you can understand, New Years Day is regarded as a national holiday by most retailers. As the Elemis Spa is ran by an external company, they close on national holidays the same as a retailer would. We know how disappointing this can be for our customers, and apologise for any inconvenience caused.

The fare you pay for your ticket is for your seat on the flight only. All facilities and services made available are complimentary and therefore not something you pay for. I hope this explains it more clearly.

I'll bear that in mind next time I'm in EuroTraveller, and will pitch up to the Concorde Room.....

quote:Originally posted by Jacki
I had a business BT line installed and soon became aware that a large percentage of my calls were from men wanting to speak to Melissa. One man would not believe I wasn't Melissa and explained how much he had enjoyed his visit the month before and complimented me on my new 'Norwegian' technique !!! BT refused to accept my complaint or change my number and were adamant all numbers remain unused for a year. I eventually tracked Melissa down via an advertisment in a magazine one of the callers referred to. She was very helpful and was wondering where all her regulars had gone as her calls were meant to be re-directed. Armed with all the details I gave up on BT customer service and wrote to the CEO . Only then did I get a sympathetic satisfactory response and a donation to our local hospice.


Brilliant, do you still keep in contact with Melissa[:I]
You need to come to a social and explain in more detail the Norwegian Technique......

Iain

quote:Originally posted by RichardMannion
Now on the theme of airlines - here is a paragraph I got back from BA last week. I'd sent them a quick note to say how I was disappointed that the Elemis Spa was closed in Arrivals and that the staff were very 'It's a Bank Holiday'

I appreciate the comments you made with regard to the limited services available in the Arrivals lounge on New Years Day. As I am sure you can understand, New Years Day is regarded as a national holiday by most retailers. As the Elemis Spa is ran by an external company, they close on national holidays the same as a retailer would. We know how disappointing this can be for our customers, and apologise for any inconvenience caused.

The fare you pay for your ticket is for your seat on the flight only. All facilities and services made available are complimentary and therefore not something you pay for. I hope this explains it more clearly.

I'll bear that in mind next time I'm in EuroTraveller, and will pitch up to the Concorde Room.....


Richard, that is BS to say the least. I am sure all the other airport retailers were open on new years day and every other Bank Holiday. They have an obligation to the BAA to do so.

Iain

Hi Honeylamb,

Having complained to Aerlingus in Sept 07 about the Gold Circle lounge at Shannon & the most dreadful flight I have experienced to New York (customer service/FA wise.) I can fully understand your frustration. I got zero satisfaction from them despite writing to them repeatedly. They didn't respond, so I kept faxing them until I got a letter saying they had received my complaint, that took 3 months!!! I really believe that they hope disgruntled customers just give up and go away. Unfortunately I use them frequently, better them than Ryanair I guess!

quote:Originally posted by Kittymins
Hi Honeylamb,

Having complained to Aerlingus in Sept 07 about the Gold Circle lounge at Shannon & the most dreadful flight I have experienced to New York (customer service/FA wise.) I can fully understand your frustration. I got zero satisfaction from them despite writing to them repeatedly. They didn't respond, so I kept faxing them until I got a letter saying they had received my complaint, that took 3 months!!! I really believe that they hope disgruntled customers just give up and go away. Unfortunately I use them frequently, better them than Ryanair I guess!


I thought businesses had to confirm receipt of a complaint within 10 working days and then investigate and respond in detail within 28 - I certainly use this as a protocol? It sounds as if this is only a guideline and the bigger businesses don't think they need to respond at all?[n]

Interesting. Certainly I think in many organisations writing to the top does help. Although sometimes I wonder how many of the weaker letters to the CEO get opened by his PA and put in internal mail to customer services.

Am so glad that it is not only VS that have poor customer services, although I do think the status you have with the airline assists in getting your complaint seen too, or at least should in practice.

quote:Originally posted by willd

Am so glad that it is not only VS that have poor customer services,


I know what you mean, but shouldn't that be sorry that it's not only VS[;)].

quote:Originally posted by willd

I do think the status you have with the airline assists in getting your complaint seen too, or at least should in practice.


I can't agree here; I think that, along with the magnitude of the compaint, the status - and price you paid for the ticket - should perhaps determine any potential recompense but in getting the complaint seen to in some shape or form all customers should be equal before customer relations.

Paul

honey lamb... that sounds suspiciously like one of my late returns from DUB... that wouldn't have been a Sunday night, the 19:50 or 20:50 departure from DUB, was it???

I had a very similar experience in August, but I never bothered to get a refund. Perhaps I should after all.

S.

No, I fly from ORK

I sent Hilton with an admittedly snotty email about their 72 Hour Preview for HHonours members. (I really don't rate Hilton at all, but as a rate whore for 50% off I will put up with them!)

Basically, I typed in over 15 dates and not one came up with availability, and their website isn't exactly easy to navigate. At least not on Safari. So I said:
'I received an email from Hilton, referring to a 72 hour Sale Preview. I have tried over 15 different weekends, and not one had any availability. Why are you emailing offers that don't exist? Please email me applicable dates where I can book a weekend at the Hiltons in Prague.'

Did you spot the snotty bit? And also, a direct request to advise me of availability.

This was their reply:

'Thank you for contacting the Hilton Internet Contact Center.

Please note that the terms and conditions state that guest rooms are subject to availability at participating hotels. Full non-refundable payment by credit card required at time of booking. Discount relates to the hotel's regular BED AND BREAKFAST rate. Book by 31/1/09 and stay by 31/8/09. Offer valid for a maximum stay of 3 nights for Friday, Saturday and Sunday. Some hotels vary regarding day of stay requirements.'

I didn't book with Hilton.

[quote]Originally posted by willd
Interesting. Certainly I think in many organisations writing to the top does help. Although sometimes I wonder how many of the weaker letters to the CEO get opened by his PA and put in internal mail to customer services.

All complaint letters to the CEO get opened by their PA, and virtually all are forwarded by the PA to the relevant team with a big memo 'from the CEOs desk' which makes them jump because if the CEO's office gets a reminder letter then there is a risk of the CEO fuming at operations departments inability to do their jobs!

I am so cynical of any complaint process I only write to a CEO - when it's a compliment I'll cc the CEO.

slinky, I've suggested that to some of my friends who also have had some bad airline experiences. The CEO is where the buck stops. He should know when his customers are not happy.

S.

Hmm. Nice idea, but I did read somewhere that bill.gates at microsoft.com gets something like 4 MILLION emails a week.


There comes a point where always writing to the 'top dog' becomes entirely counter-productive...

Quite.

It's also very annoying for the representative to answer a call only to hear 'I want to speak to your boss!!!'

quote:Originally posted by Darren Wheeler
Quite.

It's also very annoying for the representative to answer a call only to hear 'I want to speak to your boss!!!'


Where I work, we are a bit more empowered, and it's soul destroying when someone is so single minded that they don't even wish to discuss anything with you.

Basically, if we can justify any decision we make then it's accepted.

Mind you... I think we are the exception. I am so intolerant of poor customer service, knowing the hoops we jump through for people, that I try to avoid any interaction with those kind of people. People like me.

quote:Originally posted by preiffer
Hmm. Nice idea, but I did read somewhere that bill.gates at microsoft.com gets something like 4 MILLION emails a week.


There comes a point where always writing to the 'top dog' becomes entirely counter-productive...


I seem to recall it was per day. 99% are spam so get filtered out before they even get to his inbox. There are then some rules run based on whether it's from an internal mail address or is a known contact that remain in the inbox. There is then a group that go through the remainder.

Customer mails do get through though, and they get passed to the right team to investigate and action; normally with high attention when you rock into work to see a mail from Bill or Steve.... [:w]

I'm sure Mr Gates actually has a different email address to the one claimed to be his.

S.