Originally Posted by NickB

It has been my experience that, increasingly with large scale service providers, including (but not exclusively) airlines, the first complaint tends to attract a generic answer that bears no close relation to the complaint. I have zero actual knowledge of this but my suspicion is that CR departments handling a fairly large number of complaints have probably found it more efficient to use fairly crude AI assistance tools to pick up a few key words in the complaint, identify the broad area to which it relates and propose a standard answer that enables a single employee to fire gazillions of answers at a much faster rate than if they were to read the complaint carefully and tailor an answer to it and that it is only when you reach stage 2 of a customer replying to the initial response that you get a more personalised consideration of the complaint. If they get rid of 90% of routine complaint at stage 1 in this way, you can see how it can make sense from their perspective. From the customer perspective, however, it is irritating to have to go through this charade before your complaint is taken seriously. As I don't expect that service providers will invest heavily in additional staff for better consideration of complaints, my hope is that the AI tools I suspect they use will get better at triaging and providing more appropriate answers.

Originally Posted by AF customer service Stage 2 response:

As per your correspondence, I am sorry to learn that you were not allowed lounge access at the airport. Please allow me to inform you that such complimentary services are always offered to our Elite Plus and Elite frequent flyers. This is indeed the usual case throughout the industry. To enjoy such services, I kindly advise you to pay the access fee at the airport or online.

Thank you for allowing me this opportunity to provide you with some explanation of our policy in this respect. The service provided left much to be desired in this instance. I sincerely hope when we are again able to welcome you aboard one of our aircraft, you will have no further cause to doubt Air France's commitment to providing you with the best possible service at all times.and I am most concerned to learn about the rude behaviour and the nature of the proposition you received from our colleagues at the airport.

Naturally, you expect our staff to provide the best possible service, and it is inexcusable that you should have been confronted with anything else. We want to reassure you that KLM emphasises courtesy and customer care. Quick service, courtesy, a friendly disposition and professional behaviour are the very minimum requirements that KLM demands of its staff.

Unfortunately, in this instance, I am sorry to note that your perception is to the contrary. Please be assured that your valuable feedback has been logged with the department concerned for their review and improvements. Please accept our sincere apology for the inconvenience.

Despite this unfortunate experience, we hope to see you onboard our flights again soon.