hoya84
Sep 3, 02, 1:28 pm
Thank you for your return e-mail. I appreciate the opportunity to address
each of the concerns you mentioned.
Judging from the time you have spent sharing your thoughts and even going so
far as to cite specific fare examples, it is clear that you are indeed an
extremely loyal customer, and I thank you. From your comments, you seem
particularly concerned with your ability to standby on a later flight should,
as you referred to it, a "life happens" event arise. You should know that we
are sympathetic to these concerns and will allow our customers to standby for
a later flight should an unexpected delay cause them to miss their original
flight. Please keep in mind that the customer is required to be present
within two hours of the original flight's scheduled time of departure. Quite
candidly, the vast majority of our customers do travel as ticketed and will be
unaffected by the recent changes.
I interpreted your second major concern with the recent announced changes to
pertain to the perks you receive as a Gold Preferred Dividend Miles member.
Among other things, you mentioned that you are able to reserve a seat
assignment, board early and check in quicker as a few of the amenities you
receive due in part to your status <FYI -- I DID NOT MENTION ANY OF THESE THINGS IN MY EMAIL SO OBVIOUSLY, THIS IS A CUT/PASTE FORM LETTER>; however, when you compare fares you stated
it is difficult for you to justify the higher fare. Frankly, this concerns
me. The purpose of our Preferred tier program is to reward our best customers
for their loyalty by offering the perks you mentioned and others you didn't,
such as the opportunity to upgrade to First Class for example. I sincerely
hope you have been able to enjoy these perks frequently and certainly more
often than not.
Lastly, you asked if the intention of the recent changes was to punish our
customers who purchase lower fares and my answer is, quite the contrary.
Keeping in mind that we expect our customers to travel as ticketed, it is
unfair for customers who purchase discounted tickets to enjoy the same or
similar flexibility as our customers who require more flexibility and purchase
full fare tickets. The rule changes only affect customers who do not adhere
to the restrictions governing the ticket they purchased, and, as mentioned
previously, there is flexibility in cases where travel cannot be completed as
planned. I apologize for the length of this e-mail, however, I felt it
necessary to address each of your concerns.
As a Gold Preferred Dividend Miles member, our relationship with you is
important...
each of the concerns you mentioned.
Judging from the time you have spent sharing your thoughts and even going so
far as to cite specific fare examples, it is clear that you are indeed an
extremely loyal customer, and I thank you. From your comments, you seem
particularly concerned with your ability to standby on a later flight should,
as you referred to it, a "life happens" event arise. You should know that we
are sympathetic to these concerns and will allow our customers to standby for
a later flight should an unexpected delay cause them to miss their original
flight. Please keep in mind that the customer is required to be present
within two hours of the original flight's scheduled time of departure. Quite
candidly, the vast majority of our customers do travel as ticketed and will be
unaffected by the recent changes.
I interpreted your second major concern with the recent announced changes to
pertain to the perks you receive as a Gold Preferred Dividend Miles member.
Among other things, you mentioned that you are able to reserve a seat
assignment, board early and check in quicker as a few of the amenities you
receive due in part to your status <FYI -- I DID NOT MENTION ANY OF THESE THINGS IN MY EMAIL SO OBVIOUSLY, THIS IS A CUT/PASTE FORM LETTER>; however, when you compare fares you stated
it is difficult for you to justify the higher fare. Frankly, this concerns
me. The purpose of our Preferred tier program is to reward our best customers
for their loyalty by offering the perks you mentioned and others you didn't,
such as the opportunity to upgrade to First Class for example. I sincerely
hope you have been able to enjoy these perks frequently and certainly more
often than not.
Lastly, you asked if the intention of the recent changes was to punish our
customers who purchase lower fares and my answer is, quite the contrary.
Keeping in mind that we expect our customers to travel as ticketed, it is
unfair for customers who purchase discounted tickets to enjoy the same or
similar flexibility as our customers who require more flexibility and purchase
full fare tickets. The rule changes only affect customers who do not adhere
to the restrictions governing the ticket they purchased, and, as mentioned
previously, there is flexibility in cases where travel cannot be completed as
planned. I apologize for the length of this e-mail, however, I felt it
necessary to address each of your concerns.
As a Gold Preferred Dividend Miles member, our relationship with you is
important...