Hi FT'ers,
Yesterday, I was at a Career Fair in Amsterdam looking around. Anyway, the thing is that I stop by the KLM stand to see what sort of "goodies" they had on offer.. managed to grab a few pens and photos clips.. they had some cheapskate looking travel pillows which I did not bother to take. Well, the thing is that I came across the person in charge of the pricing department. I guess it was either my "lucky day" or his "bad day"
It hit me suddenly to ask him some career unrelated questions by KLM
I frist brought up with him the questions about the taxes for the tickets. Told him my previous experiences with him about how the taxes were changing rather abruptly at times and when took contact with their sales agent, they themselves were not clear about it or would go even to the stage of saying that such informations were not given out to the public in details. (Did post this problem sometime last year or in 04). Told him also that on the KLM website, they should list out in detail what taxes goes to what like other websites. He totally agreed with me on that and said that he will definitely do the changes as soon as possible to the website.
Second issue I brought up with him was the "Generous by Nature" program. First thing I brought up was the website pricing. How we could not choose those take off fares. He acknowledged again in this case and even told me that I was right and they have received lots of complain about it. He said that for sure he will look into this.
The other thing I told him about was the reduction of the mileage for certain classes in the FB program. He said that it was right and that he has also heard lots of complaints on this matter. I told him that giving 25% is really too low and maybe an increase to about 50% (like the M&M prog) would be more appropriate for those low booking class. Though in this case, he said that he could not really do much about it since he did not manage this department.
Another thing I brought up with him was the service from FB. Told him of how it was impossible to speak to any living person, and them sending silly answers or those computer generated answers. He infact also acknowledges this problem. Told him further that previous loyal KLM customers are running away from flying with them or even Sky to other alliances. He said he was sad to hear this..
Said that he will also try and bring this up to the right department.
Anyway, these were the main topics I brought up with him.. I guess he was also rather shocked about me bringing these problems up at a carrier fair
Well, I know it was not an appropriate place.. but gosh, how often do you meet a living soul from the correct department to view your views and get some direct answer.. and especially from KLM
I guess he was really taken aback and lost from words after me rattling him with all those complaints.. :P and he quickly after 10 mins or so directed me to someone from the engineering department whom I wanted to speak too.
Haha, after speaking to the guy from the Engineering department, I spotted a lady from the Ground service department, did wanted to also share my views with her since she was not doing anything, but my friend whom after that first "experience" with that other guy told me just let it go...
Well, I just hope that this guy will really finally do some positive things after all those rattling. I know I was a bit over the edge there.. but gosh did it feel good to rattle these "bugs" out of the system.
Anyway, just posted this fyi.
