I am not sure about that; I think that the gesture is important and this is undoubtedly a step in the right direction, if nothing else. Having someone from Flying Blue personally reading the threads here at FT, responding to our concerns, etc. that's pretty impressive. Of course, change is slow, there are always things to fix, but at least the people who are in a position to do something about it, are TRYING. That's what customer service is about.
In several threads I have complained about the decline at KLM. It upsets me because I used to really like the experience on that airline. Improvements haven't really shown up at KL since I have started complaining. But improvements have shown up in other spaces.
You are 100% right. Between
Ben Lipsey looking at the threads here, listening to our concerns and potentially even trying to investigate and fix things (the Amex issue recently comes to mind); and my conversations with other senior AFKL staff in Germany and India, followed by some things I noticed, it is clear that a segment of the leadership does care to listen at least to their frequent customers and is trying to impact change. This is indeed customer service. I appreciate a lot and is exactly the reason that has kept me from switching away to another airline.
No change is quick, especially in organizations the size of AFKL, and it is easy to point to things that are broken. But it is also important to applaud the efforts of the staff that is trying to engage with us and improve our experience. Kudos to them!