Interesting talk with ISM about comments card
Oct 12, 2014, 4:44 am
#1
Original Poster
Join Date: May 2009
Posts: 6,978
Interesting talk with ISM about comments card
Or any other comments made to CX about customer service on board. Apparently if a customer gives a bad comment, then CX will initiate a "probe" and there's a process that the ISM in charge of that flight will go through, including a sit down talk with a CX person from Customer Service. So in short ISM hates it when they are negatively reported.
However, when a good comment is submitted, CX will only "notify" the ISM and that's it, nothing more will be done.
I asked do they give them a heads up in promotion considerations, and she said "only if you get lots of them (good ones)"
However, when a good comment is submitted, CX will only "notify" the ISM and that's it, nothing more will be done.
I asked do they give them a heads up in promotion considerations, and she said "only if you get lots of them (good ones)"
Oct 12, 2014, 5:05 am
#2
Join Date: Feb 2011
Location: EWR
Programs: CX Green | UA Silver | Marriott Lifetime Platinum | Hyatt Globalist | Hilton Gold | AA EXP
Posts: 813
Btw, did CX change the format of the comments card? I recalled it having a lot more 'on the scale 0 to 10 do you ...' questions. I was asked to fill one about two weeks ago on CX885 and it was mostly open-ended essay style.
Oct 12, 2014, 5:13 am
#3
Original Poster
Join Date: May 2009
Posts: 6,978
Do they have procedures/criteria as to when they can ask a passenger to fill one?
Btw, did CX change the format of the comments card? I recalled it having a lot more 'on the scale 0 to 10 do you ...' questions. I was asked to fill one about two weeks ago on CX885 and it was mostly open-ended essay style.
Btw, did CX change the format of the comments card? I recalled it having a lot more 'on the scale 0 to 10 do you ...' questions. I was asked to fill one about two weeks ago on CX885 and it was mostly open-ended essay style.
Oct 12, 2014, 5:31 am
#4
Join Date: Dec 2003
Location: Hong Kong
Programs: CX Diamond / SQ Gold / Bonvoy Platinum / Hyatt Globalist / Hilton Gold
Posts: 1,098
That's why you should mail the comment card directly to CX.
Some cabin crew / ISM will read the card to see if it's negative - and then throw it away.
Some cabin crew / ISM will read the card to see if it's negative - and then throw it away.
Oct 12, 2014, 6:33 am
#5
Original Poster
Join Date: May 2009
Posts: 6,978
Oct 12, 2014, 9:13 am
#7
Join Date: Dec 2003
Location: Hong Kong
Programs: CX Diamond / SQ Gold / Bonvoy Platinum / Hyatt Globalist / Hilton Gold
Posts: 1,098
They will treat it seriously when there is enough information to identify the source of complaint - your name, date of flight, flight number, seat number.
Oct 12, 2014, 10:52 am
#8
Join Date: Nov 2006
Programs: MPC,CA,MU,AF
Posts: 8,171
And I think MPC members, especially DMs, receive comment cards quite often (at least in the past). The samples can be quite biased. Perhaps they like to ensure their own members have the loudest voice.
Oct 12, 2014, 10:55 am
#9
Join Date: Nov 2006
Programs: MPC,CA,MU,AF
Posts: 8,171
There was once I received 6000 Asia Miles from filling up the card and providing my information. It came as a surprise to me. They did not say anything before. That was many years ago. It only happened once...
Oct 12, 2014, 2:33 pm
#10
Join Date: Aug 2011
Posts: 1,421
http://www.aspireaviation.com/2014/1...o-take-flight/
if CX is really going to bring free wifi like this article suggests , they are going to be forced to have the best customer service
it will be impossible for the ISM etc to hide negative comments- CX could ask passengers to fill out online surveys using the screens- and if they get negatives could immediately contact the ISM due to the new connectivity
new technology is certainly going to change things...
only one person needs to complain on Facebook and bang the ISM will be in trouble!!
if CX is really going to bring free wifi like this article suggests , they are going to be forced to have the best customer service
it will be impossible for the ISM etc to hide negative comments- CX could ask passengers to fill out online surveys using the screens- and if they get negatives could immediately contact the ISM due to the new connectivity
new technology is certainly going to change things...
only one person needs to complain on Facebook and bang the ISM will be in trouble!!
Oct 13, 2014, 10:08 pm
#11
Join Date: Feb 2003
Location: HKG 99.9%
Programs: QF Silver (OW Ruby)
Posts: 1,379
Agree, when I was QF Plat in Y or J I always get the questionnaire, now I am nothing with OW airlines, not a questionnaire in sight.
Oct 14, 2014, 10:14 am
#12
Join Date: May 2001
Location: exUA1K, UA MM, lifetime UA1P, AA MM, HH Diamond, Marriott Gold
Posts: 3,731
On another airline, some years ago, I witnessed the cabin crew searching for bad scores on PAX submitted forms and changing them!
Yes, I saw it with my own eyes.
Yes, I saw it with my own eyes.
Oct 20, 2014, 6:42 pm
#13
Join Date: Sep 2004
Location: country Western Australia
Programs: QF SG(LTS) - AA LTG(1MM)
Posts: 2,771
Interestingly Mrs WF (no status) was asked to complete forms twice on our recent PER <>HKG <> USA west coast trip. Business award (AA) out - OPup from PE to J inbound. I was ignored (at least while in the aircraft)
Both were good reports...
She said the crew seemed happy
Happy wandering
Fred
Both were good reports...
She said the crew seemed happyHappy wandering
Fred
Oct 22, 2014, 6:40 am
#14
Join Date: Nov 2012
Location: Sydney
Posts: 267
I'm seriously considering handing these out to other passengers on the next flight because the ones I received recently all expire soon and I dunno what the hell to do with them, other than to throw them away.
Edit: Btw, the selection isn't random. The people that get to do the survey are pre-selected by seat per flight (as for the actual mechanism which triggers this selection, I've no idea).
Oct 23, 2014, 3:38 am
#15
Original Poster
Join Date: May 2009
Posts: 6,978
Ok guys, you guys are confusing two things.
1) You guys are talking about a survey that CX crew passes out to select fliers.
2) I'm talking about "comment card" that folds into a self-addressed envelope that you don't have to give it the FA but you can mail-it-in yourself. They never pass this else willingly and you have to ask for it everytime, and usually when you asked for one (if you asked a junior crew) the Cabin head or in some cases the ISM would come over first with a worried face (heh heh) and asked if anything's wrong.
Just want to clarify, next time on your flight ask for a "Comments card" and see for yourself.
1) You guys are talking about a survey that CX crew passes out to select fliers.
2) I'm talking about "comment card" that folds into a self-addressed envelope that you don't have to give it the FA but you can mail-it-in yourself. They never pass this else willingly and you have to ask for it everytime, and usually when you asked for one (if you asked a junior crew) the Cabin head or in some cases the ISM would come over first with a worried face (heh heh) and asked if anything's wrong.
Just want to clarify, next time on your flight ask for a "Comments card" and see for yourself.