Letters of complaint/appreciation

[flapsforty]

On the Cabin Crew forum there is a nice thread about letters from passengers and how they affect us.<a href="http://www.pprune.org/ubb/NonCGI/ultimatebb.php?ubb=get_topic&f=29&t=000863&p=" target="_blank">link</a>

Thought it might be of interest to some of you here.. .Regards :)

[Evening Star]

Interesting. I always smile and thank the cabin crew after a flight, especially if they clearly have had to work their socks off during a flight (like on a KLM flight two weeks ago when one of the pax fell ill). Looks like I should get writing as well as smiling <img src="smile.gif" border="0"> .

[SLF]

Interesting, flaps.

I must admit, I only ever put pen to paper when sufficiently motivated - however I would email comments, but as far as I'm aware, none of the majors are geared up to respond to email.

Or are they?

[flapsforty]

SLF us glorified waitresses don't know about stuff like that <img src="wink.gif" border="0"> , but I'll see if I can find out for you, at least re. our mob.. .Regards. .f40

[flapsforty]

OK here we are, if you click on the following <a href="http://travel.klm.com/at_your_service/email/TravelExperience/MailTalktoUs.asp" target="_blank">link</a> you get the page where you can e-mal any comments directly. <img src="smile.gif" border="0">

And in case anyone still doubts how much this means to us; reprted for work this morning and among all the policy directives, saving measures, handbook ammendments and funny postcards from colleagues, there was this copy of a compliment letter from a New York pax about a flight 3 months ago.. .A factual account of the flight, the problems and how they had been solved. . .The probs had been major, the solutions weren't easy to come by either, and the fact that these harassed business travellers had done more than just remember brought tears to my eyes.. .OK, so I'm a sentimental sod, still...... :)

[ 01 February 2002: Message edited by: flapsforty ]</p>

[SLF]

Nice one, flaps, but the link needs fixing, one http too many! <img src="smile.gif" border="0">

Try here:. .<a href="http://travel.klm.com/at_your_service/email/TravelExperience/MailTalktoUs.asp" target="_blank">KLM Customer Feedback</a>

Is there a similar one for BA, UA etc?

Cheers - SLF

[christep]

For CX the general one is:

<a href="http://www.cathaypacific.com/intl/contact/relations/0,,,00.html" target="_blank">CX Customer Relations</a>

There's a Marco Polo Club one as well for members' use. Response seems to be quite efficient though I haven't used it for anything non-trivial.

[DX Wombat]

British Airways have a site, email address: [email protected] but it may take forever for them to reply. I have used it.

[flapsforty]

Thanx R, fixed now <img src="wink.gif" border="0">

[AA SLF]

flapsforty -. .You may have guessed that I am a dedicated pax (slf) on American Airlines (AA). For "elite" flyers on AA, the company gives up "SOS" chits (stands for "SOME ONE SPECIAL") that we can pass directly to deserving AA employees. SLF most commonly pass them out directly to Cabin Crew for meritorious service, or sometimes just for the nice caring smile coming our way after a hard days work.

These chits are valuble to the FA as it gets them totally free flying (no tax even) as well as a reserved seat (no bumping)! There are other rewards that can be had as well when one accumulates more then one or two of the SOSs.

We pax enjoy these chits because it is an opportunity for us to CREATE a smile on the face of the hardworking FAs. It makes BOTH of us feel good.

Yes, we do write letters of appreciation too, and those letters go to the FA's Manager first and then back to their Personnel file afterwards. I like the chits because it is an "instant" reward that happens on the spot. Many is the time I have seen the FA go back to the Galley and show the SOS to the other FAs.. .dAAvid -

[ 02 February 2002: Message edited by: AA SLF ]</p>

[Cliff]

Well, I highly appreciate the fact that some passenger do take the time to write something positive about a flight attendant when he/she is happy with the service. Unfortunately, this doesn't happen very often.

Most passengers will thank you for a wonderful flight before leaving the aircraft, they sometimes shake your hand. Last month a lady even kissed me before she left the plane!. .If passengers would write more compliments, my lovely "boss" would also get to read these and she would know that I did a great job.

When I travel as a passenger and I am happy with the service, I will ask for the flight attendants name and I will write a big compliment. I do this because I know it is highly appreciated and I also appreciated it when someone writes about me. It sure effects me!!!

Please, keep writing!!!!! :)

[TwinNDB]

I've found that when people get great service and even that above what they would have ever expected then not much happens. It seems as though although it was great, it takes something bad before people put pen to paper.

As a small charter driver it is still great to get letters of appreciation from passengers as it makes you continue to be patient and give good service.

It also makes me thank and compliment other people more often in most industrys and I will often speak to their managers (eg restaurantrs)

Twin