A RESPONSE FROM 1STAIR ....

Dear Roger,

I am not trying to frustrate you but I am trying to resolve a customer's complaint and unhappiness with the organization. I understand that you have purchased travel with us prior to this last trip. Our policy is to give the customer options ... that is the price is this originating for SYR which would be higher or the price is this (which would be lower_ originating from another city. The ticket you purchased had no restrictions. In other words, it was an unrestricted fare which permits stopovers anywhere or that you can board anywhere on the itinerary. Of course, the other party, the airline, wants to maximize revenues so they will charge or tell the customer that they will charge someone the difference in fare. I am not a BS sender unless you see something or read something that I do not perceive. We feel very badly that you feel you encountered an embarrassing situation with the airlines and 1st-Air.Net will provide a $500.00 credit towards the next ticket that you purchase through 1st-Air.Net's website. 1st-Air.Net's mission is to meet your needs, maximize your expectationa and solve your problems. It appears that you did not know about the other segment on the ticket or that the fare was lower because of this segment versus being higher if ticket showed originating from Syracuse. A question I will present to you is..... are you interested in saving money on your airline tickets? If you are not happy with the ticket originating from another city other than Syracuse perhaps you should consider utilizing Syracuse to Toronto and out which would lower the fare. Of course, we do not want to lose you as a customer. There are direct flights from Toronto to HKG. Repeat business is one of the cornerstones of a business. It is no secret that the more a business can retain good current customers, the better for the organization. Mr. Li we do not want to lose you as a customer but more importantly we want you to know we are a very ethical business and the key terms of 1st-Air.Net ethical principles are based on values, rights, duties, rules and relationships. I would also ask that when you receive this communication that you recognize the common morality to regard me as seriously concerned with your interest as legitimate and regarding you as very important to this organizatoin and not that I am giving you BS. Our company's mission is to become the choice of customers who want premium travel and lower costs and to be a profitable and successful company while acting in a socially responsible manner, I am addressing this and this problem you encountered at "what would make you want to buy with 1st-Air.Net again." 1st-Air.Net's goal is that we acquired
you as a customer and now we want to maintain you as a customer. In addition to the $500.00, 1st-Air.Net will provide a brunch for two at the Mirabeau Spa in Skaneatles, New York on the Sunday of your choice. We areso sorry you were embarrassed and we apologize. The only way for a busines to survive in our ever-changing economy is to get customers and keep them. We desire to again meet your travel needs and to exceed your expectations.

Jackie DiBella