I recently sent in a compliment about a US station employee, and I received the below response from customer relations. This is the most impersonal, generic, unsigned form letter response they could have crafted, even if they are paying an army of consultants $300 an hour on how to screw up their brand.

You can't tell from the message that someone actually read my comments, and this generic response could be sent for 1,000 different situations. It may have even been processed via some sort of automation script.

I also recently commented in a shuttle survey that US does not have the brand afinity as does an airline like JetBlue or Southwest. Look at for instance both the number of likes & followers different airlines have, as well as the brand engagement and enthusiasm of customers & social media efforts.

I posted in my survey, and I would echo here, it seems like US Airways is just waiting to merge with American, and they don't seem to be doing anything with the brand. The only real innovative thing I see them doing is adding Gogo WiFi.

So they can't even hire and retain people who can read the specifics of a letter or email, and then write a specific personalized response back?

Also I am Preferred, so god knows what they would send if you weren't Preferred, maybe a post card where they check off whether you contacted them about a compliment, complaint, or suggestion?

I have largely not dealt with Customer Relations since America West bought US Airways.

This makes me wonder if for complaints, they handle them in a similar way?

I feel bad for the employees given this glimpse to the operation on the inside.

I mentioned some specifics in my letter eg that I needed to see if I had any more A&B certificates, so if someone actually read the letter, they could have said either they would send me A&B certificates or complete one on my behalf for this employee.

Some of you on FT may be able to see if you got the exact same text sending in a compliment, so this may show they use this as a completely non personalized form letter.

They should be able to enhance my brand afinity when I send in a compliment, but this actually disenfranchises me as a customer. Maybe I will get the employee a Starbucks or Legal Sea Foods gift card, just in case "management" never sees the letter.

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US Airways Customer Relations - US- xxxxx
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[email protected] <[email protected]>
Wed, Oct 3, 2012
To: jetsetter

Dear Mr. Jetsetter:

Thanks for contacting Customer Relations. We value hearing from our customers and appreciate positive feedback about our company.

We rely on our employees to perform their duties in a helpful and friendly manner. Your letter is appreciated and I’ve shared your comments with Management.

Thanks again for sharing your pleasant experience with US.

Sincerely,

Customer Relations
US Airways Corporate Office