Response from VP of Maxjet

I'm am amazed that following a review on Maxjet that I wrote on airlinequality.com I have received a an email response from the VP of maxjet as follows"

"I recently read your comments dated February 2007 on the Internet and want to relay my appreciation for your honest observations. In addressing the points you mentioned, I would first like to apologize for the lagging meal service. The crew was interviewed and our Inflight Department followed through with appropriate education.

The awkwardness of positioning our digePlayers during meal service when adjacent seats are occupied has been brought to our attention again recently. Our Manager of Passenger Services is working on the possibility of a solution in the form of a retractable arm.

I agree with your response to repetitive safety instructions and have been notified by our Director of Inflight, Cameron Shaw, that the repeating of the Safety Demonstration has now been removed from the procedure altogether. However, we are awaiting final approval from the FAA to implement this into our standard operating procedures. We expect to have these changes made by the beginning to middle of May.

After speaking with Al Parris, our Director of Systems Operations Control, about the aircraft landings you mentioned, he researched flight records documenting the mild, high altitude winds on the dates you traveled. On approach however, it was recorded that they picked up quite a bit, which certainly would have created an uncomfortable cabin ride. I am very sorry you experienced such turbulence on both of your arrivals.

Your feedback is extremely important to MAXjet Airways as we refine consistent, affordable business class service. Please feel free to contact me at [email protected] if I may assist you in any way; I look forward to welcoming you on board once again in the near future.

Warm regards."

At least they look into some of the reviews written about them [y]

Wow, that's pretty good of Maxjet to do. I doubt it would be easy to find another company willing to search the Internet for reviews and attempt to correct/answer problems.

[Bazz]

That truly is an amazing response and full marks to Maxjet for being so apparently open and honest. [y]

mega brownie points[^][^]

I'm seriously thinking of trying Maxjet later this year - and the VP's comments only enourage me further to try them out. I wonder, though,if the airline were to get much bigger, whether he/she would reply? Be great to think that would be the case - mmmmmm

Originally posted by catsilversword
I'm seriously thinking of trying Maxjet later this year - and the VP's comments only enourage me further to try them out. I wonder, though,if the airline were to get much bigger, whether he/she would reply? Be great to think that would be the case - mmmmmm

I don't think it's always a case of who replies, but what the reply says. If customer service responses to emails showed that they had read and understood the initial message, albeit complaint, issue, compliment, etc, then it should never need to get to a VP to respond. So many complaints with VS or any company could be dealt with very quickly if staff were given the ability to actually do something to fix things.

I worked in a call centre on the complaints line for a British holiday company. I was the only person there who had worked on the site and knew how it all worked and managed to help out a lot more even by having visited the accommodation so I could answer questions on it, instead of relying on briefing notes which weren't always accurate. If customers get an adequate response from customer services they are generally happy and will use that company again. Get a standard reply and it's easy to look at using the competition next time.

It's good to see that they make it part of their business to monitor public forums, and where they feel it's necessary, respond privately to comments made in such forums.

That the response came from the VP responsible for customer services shows that Maxjet is still a relatively small company, with an apparently close-knit management team to refer things to.

Mike

That's very good of Maxjet to take the time to take into account everything you have said and give you feedback on what is being done.

Now will VS decide to adopt this method over giving away miles or combining both of these compo methods... [:?]

[Neil]

Excellent to see an Airline responding in this manner, especially when their was no actual correspondence sent to them. It is interesting to see Maxjet using sites like Airline Quality to gain feedback, and I wonder how many other Airlines do the same[:?]and if, like MaxJet they actually take notice.

Neil

Originally posted by mike-smashing
It's good to see that they make it part of their business to monitor public forums, and where they feel it's necessary, respond privately to comments made in such forums.

That the response came from the VP responsible for customer services shows that Maxjet is still a relatively small company, with an apparently close-knit management team to refer things to.

I remember back in the mid to late 90's that Air-UK, subsequently to become KLM-UK, had their own forum like this where their own staff, in particular their marketing guy, would respond directly in public to concerns. Of course, it didn't work that well, but equally it didn't really get too out of hand either. I never got the impression that anything was censored, although in those days the level of cyber tossers was a lot less.

The response directly from Maxjet 'privately' was certainly impressive. The couple of occasions I've seen attempts from companies to resolve things in public using the Internet is not pretty so this is an interesting way to do it. I wonder if he guessed his reply might appear publicly?

Cheers, Howard

[Scrooge]

After my flights with them last year I fired of a quick email to say how much I enjoyed the flights.

Got one back a couple of hours later saying thanks and hope you fly again with us soon.

My response was, well I live in Vegas, how about you guys flying out of here.

Right after they went public with their plans to fly LAS-STN I got an email saying happy now, we held up our end, now it is your turn.

Will probably be flying with them next year.