Do you write in about great AC SD/FA?
Mar 3, 2015, 12:16 pm
#16
Suspended
Original Poster
Join Date: Jun 2009
Location: YYZ
Programs: AC E50K (*G) WS Gold | SPG/Fairmont Plat Hilton/Hyatt Diamond Marriott Silver | National Exec Elite
Posts: 19,284
Mar 3, 2015, 12:19 pm
#17
Join Date: Aug 2010
Location: Why? Why? Zed! / Why? You? Elle! / Gee! Are You!
Programs: Irrelevant
Posts: 3,543
Mar 3, 2015, 12:23 pm
#18
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
Agree 100%. I don't fly as often as you guys, but I've received exceptional service way less than 10% of the time... I'm not even sure it's 5% or 1-in-20.
Mar 3, 2015, 12:27 pm
#19
Join Date: Aug 2010
Location: Why? Why? Zed! / Why? You? Elle! / Gee! Are You!
Programs: Irrelevant
Posts: 3,543
Mar 3, 2015, 2:10 pm
#21
Join Date: Oct 2011
Location: YVR
Programs: AC S100K
Posts: 978
Maybe I should, but I don't.
As often as not, exceptional service accompanies a departure from an AC SOP for my comfort or convenience. I worry that great service will draw reprimands in such cases.
However, I always let crews know when they excel and thank them.
As often as not, exceptional service accompanies a departure from an AC SOP for my comfort or convenience. I worry that great service will draw reprimands in such cases.
However, I always let crews know when they excel and thank them.
Mar 3, 2015, 2:13 pm
#22
Join Date: Sep 2014
Programs: AC SEMM
Posts: 1,379
I can't remember ever having had exceptional service. Most of the time it is between marginally acceptable to good. Very occasionally it is awful - but I emphasise the VERY occasionally.
I did use the web form to praise the LHR (new) MLL staff though - I was impressed by their friendliness and attentiveness (even though the urinal still wasn't fixed - any news on that anyone?) - it was almost up to Asian standards...
I did use the web form to praise the LHR (new) MLL staff though - I was impressed by their friendliness and attentiveness (even though the urinal still wasn't fixed - any news on that anyone?) - it was almost up to Asian standards...
Mar 3, 2015, 2:24 pm
#23
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,324
Mar 3, 2015, 2:36 pm
#24
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
I made a separate statement in an attempt to quantify the rarity of receiving exceptional service in my experience. I neither stated nor implied that you said precisely 10%.
I also said I agreed with you 100%, so I understood the meaning of "less than 10%." Can we move on from this math lesson now?
I also said I agreed with you 100%, so I understood the meaning of "less than 10%." Can we move on from this math lesson now?
Mar 3, 2015, 2:43 pm
#25
Join Date: Jul 2013
Location: MLL / AC Cafe
Programs: It's hard to get status when the website won't let me book flights.
Posts: 5,706
I do when I get really really exceptional service. I can still remember the names of each FA/SD I have written in for over the years.
But for me it's about 1 / 180-240 segments. or 0.4%
I used to write to Stephen, hopefully they say who the new person is soon.
But for me it's about 1 / 180-240 segments. or 0.4%
I used to write to Stephen, hopefully they say who the new person is soon.
Mar 3, 2015, 2:48 pm
#26
Join Date: Oct 2004
Programs: Aeroplan, Delta, Starwood, Fairmount
Posts: 2,312
I too have written a few times to Air Canada in the past as well as posted on FT.
Surprise, surprise one time the FA had seen my comment in FT and wrote to thank me and to tell me he had actually received a compliment from his supervisor as a result of my email to Air Canada ....
Surprise, surprise one time the FA had seen my comment in FT and wrote to thank me and to tell me he had actually received a compliment from his supervisor as a result of my email to Air Canada
....
Mar 3, 2015, 5:05 pm
#30
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
I have written a few times. The lack of acknowledgement in any form that my feedback was received--never mind passed along to the individual concerned--makes me think that it goes into the great big circular bin in the sky and is never heard from again. In other words, I am wasting my time.
I do whenever warranted, but I use the web form, I don't write directly to the VP, it's not really necessary, and just adds to more layers of work for all involved.
Sending such stuff directly to the executive just means they have forward the e-mail to someone else who then takes care of it. There is a team (not sure how many individuals) that handles the webform submissions then ensures the comments make it to the right manager and then the employee(s) concerned. The employee does get a copy of the comments that are submitted via the webform, not sure what happens when you e-mail the executives directly, but I'm sure their mailboxes are noisy enough already!
Sending such stuff directly to the executive just means they have forward the e-mail to someone else who then takes care of it. There is a team (not sure how many individuals) that handles the webform submissions then ensures the comments make it to the right manager and then the employee(s) concerned. The employee does get a copy of the comments that are submitted via the webform, not sure what happens when you e-mail the executives directly, but I'm sure their mailboxes are noisy enough already!
Agree with using the web form as it is not a pressing matter.
However, disagree with it "making it to its destination"
How do I know? Nothing like having the same FAs more than once, including a few about whom I've written to AC via web form. They made it clear they never received the commendation. I've had this exact encounter more than once.
Now I keep a copy of any praise for any crew member on my mobile devices. Should I see them again and should they say they did not receive anything, I can show them what I wrote. No extra effort on my part, but I think if they impressed me enough to want me to write in, how does it look when what I've written does not make it to the crew member's email/file etc?