<font face="Verdana, Arial, Helvetica, sans-serif" size="2">During our lengthy phone call he also mentioned that he is well-aware that I have aired my grievances here on FlyerTalk, as Flying Dutchman monitors every word we post here and has worked out who many of us are. This was welcome news, since it is the hallmark of good customer service (a start, anyway) to "listen in" on clients for candid feedback. This manager acknowledged that Flying Dutchman has not necessarily been up to standards in the past, but assured me that exciting, major changes are underway this year to make Flying Dutchman a benchmark among frequent flyer programmes.</font>
I think it's good news in the end to hear of a KLM lurker.
But why just not invest a few hours a month to answer some questions here or to air some information about FD here from an official KLM point of view?
Starwood has done a GREAT job with StarwoodLurker on their board. MANY people switched their hotel preference to starwood mainly for the very good customer service we here recieve by the lurker. Me included. Starwood even gets positive press reports for him! So people at KLM: don't only lurke - show yourself and express your opinion here! It would have a great affect on you customer loyality!!!
Besides I would really love to hear something on the news planned for FD!