Originally Posted by
sehgalanuj
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!
Maybe I am too factual and its true I lost faith in Ulti some time ago… For sure no personal attack to BL as I don’t even know him, but customer service is not listening to and trying to impact… At the end one can try forever.
Customer service is factual service levels to the customer, meeting justified (and by the provider set) expectations… in this case the Ulti program and all the promised services; i think we all agree the program is not up to standard on many aspects.
We also witness the non existence (even slipping) of improvements vs the original ‘promised’ benefits of the program since years.
If efforts make ppl applaude, great and it will be beneficial to making this a better world, but that’s not for me after being patience for years and seeing no improvements…
Anyway, good weekend to all ;-)