Originally Posted by
channa
While Larry's responsiveness is to be commended, it's important to keep in mind that this is essentially part of CO's Customer Service arm. In the context that WE CARE routinely fails CO's customers, people are driven to write to the CEO or another exec.
How often does one actually feel the need or desire to write a company executive? A healthy organization has a working CS organization that is empowered to fix problems, and also collects, aggregates and reports data. There are plenty of examples of airlines and other industries doing just that without customers having to write the CEO.
While his responsiveness is to be applauded, it's also a testament to how poorly his CS organization is doing. If customers do not believe they can write in and have their concerns taken seriously, he should have worked to resolve that issue.
While I agree that CO has issues in their CS department I'm interested to hear what airline(s) you think do it very well and what your definition of doing it well is? Consistency? Oodles of compensation for any call? Something else?
CO has kept all CS functions on-shore and continues to answer the phone when you call, things that a couple other carriers have chosen to stop doing. And reading the other forums here it doesn't seem so much that CO is necessarily significantly better or worse than other carriers; there are plenty of complaints everywhere.