Originally Posted by
24left
flyquiet, this is EXACTLY the link I've used (and was suggesting to SparseFlyer).
I also screen shot the form before I SEND, I save the text (comments) portion, so I have all of my own originals, not just what appears in the auto-reply.
If some of us are not getting any follow-up, either we are not the right E status, or no one is following up on all incoming messages - complaints or compliments.
I don't care if a response takes 2 weeks, 4 weeks or longer. I think it is unprofessional not to reply to a customer.
BTW, I have actually had some of the same crew more than once on my regular routes. When I ask if they've received anything, they say no. So I show them the saved items from my email.
I suspect that perhaps the response time depends on the team that gets the message. There is a field where you select the issue type, and I think that determines where the communication is routed. My comments are almost always either disability related or baggage, and those have been handled quite well -- TIME-wise. For service that is actually happening in an unsatisfactory way, if I am on the ground, I tweet them and they are remarkably quick.