Originally Posted by PineyBob
With me personally? Short answer? YES
But we have heard significant anecdotal evidence that the company is non responsive in general...
You write in with an issue and you don't even get an auto response acknowledging your e-mail. That alone should tell you how much they value customers, Like not at all!
This stuff isn't rocket surgery, it's basic Business 101.
I agree completely. I complained to US last year about a very negative experience and it took multiple emails, calls and a FedEx delivery to US to finally get a response that I finally received over about two months after the incident. US didn't really care about treating me decently.
Conversely, I stayed at a beautiful JW Marriott this weekend with a relative who is Platinum with Marriott (its equivalent of CP). At check-out, my relative pointed out a few things to the agent with the stay (nothing major, just some irritants) that hadn't gone as they typically do, and she immediately profusely apologized, thanked him for his business ("you're one of our best customers and we really hope that we will continue to earn your business!") and refunded the cost of the entire stay, including dinners, etc. We insisted that we didn't need a refund, as that was excessive and we didn't need anything, really, but she insisted that we needed to be 100% satisfied and that Marriott really wanted to make sure it continued to earn my relative's business. The hotel manager followed up with a phone call to my relative and again apologized (which was excessive) and thanked him again for his business. We were all extremely impressed by the lengths Marriott went to to satisfy us even over some immaterial glitches.
Results from these two experiences? US lost about $8,000 in revenue per year from me (I flat-out refused to fly it for a while but now will fly US if I have to, since I consider it now to be a different airline with just the same US name), while my relatives and I will be making every effort to stay at Marriotts as much as possible in the future, resulting in at least a few thousand dollars in new business per year for Marriott.