Is (positive) feedback passed on to crew?
 

I was just wondering about how positive feedback is handled by AC?

The two ways of providing feedback to AC I´ve used are:

1) providing feedback in the "flight report" thread created by Andrew (I assume the feedback provided is read and analysed by AC management, is it also passed on to the crew?)

2) sending my compliments to AC customer service

Is (positive) feedback passed on to the crew?

If the only result is a canned response which probably requires less than 30 seconds of work I´d say I have better things to do, but if the feedback is passed on to the crew I´ll be happy to continue to provide feedback (at least for int´l flights)

At least with two other major airlines (which shall remain unnamed) feedback (especially by status pax) have a pretty significant impact:

- it is kept for the annual evaluation by the supervisor (feedback will influence whether the crew is promoted etc.)
- crew receive a bonus (money, incentives, higher priority) for receiving a certain number of positive feedback (whereby feedback provided by status pax counts double/triple)

Any insight on how feedback is handled at AC?

Last but not least, a suggestion for 2011: AC could hand out "appreciation cards" to E/SEs who again could pass them on to AC employees (gate agents, lounge staff, flight crew) who go out of their way to provide excellent service. Maybe those cards could be redeemed by staff for small gifts ($10 Starbucks GC etc.), but I´m not even sure that´s necessary.

I too send feedback along to AC customer service and always have received a reply that the compliments will be forwarded to the crew. One has to hope that this is the case, and that it would be taken into account for career advancement. While overall AC service is good, the outliers (on both sides of the spectrum) need to be pointed out to AC management.

Rest assured that the feedback received is forwarded to the employee/crew. In may in fact take a bit of time, because there is actually a very high volume of commendation and complementary letters from customers.

Feedback can be forwarded in the following manner:
>Air Smiles Cards (available on request on board)
>Via the Website
>Written Correspondence which is usually forwarded to head office or the VP of Customer Service.
>SD's carry business cards (I've been e-mailed directly via my company e-m address)

A thank you letter usually accompanies the actual customer comment letter/card by our base director, the VP of In-flight Service, and in some cases from Calin's office.

Re your suggestion for 2011. I recall having such a program in the past, and staff always appreciated it. Perhaps it is something they could look at again. Always appreciate the feedback letters - there is a sense of satisfaction knowing that "I've done good".

There is of course candy week. I always seem to be on vacation during that period!

I'm glad the comments get passed down to the crew as indicated in the responses from AC.

One thing I always do is send in a copy of my BP, either in PDF or hard form. I do it to establish with a high probability that the letter is indeed coming from the pax.

This year so far the best experience I had on any airline (Amongst: AC J long hauls, SQ J/Y, NH J, TG J/Y, LH J, UA Y) was in fact on the domestic leg of AC 10 YYC-YYZ. The cabin crew seemed all to be under 30 years old yet they provided such great service with close attention to details, specially the SD who was such a pleasant gentleman. I was really surprised and pleased with their excellent performance and glad to see AC training doing an obviously great job.

ACYYZ/SD watch out for the new kids buddy. ;) :D

eh eh eh eh ACYYZ/SD is over 30? :O

...

hm, I wonder if it's OK to send in compliments/complaints over 6 months old .... still haven't gotten around to actually mailing my letter from my YYZ-NRT trip :/

Thank´s for your detailed response!

Is feedback provided by pax also used for evaluation of staff at AC?

Over 30?? Marginally :rolleyes:.

Last week I picked up a commendation letter from my mail folder. It involved a medical situation on a flight to EZE over a year ago. The customer felt remiss for not sending in something sooner -- so to answer your question, they do eventually find their way!

I'm not flying candy week but I am contributing on my flight next week instead ... maybe you'll be on my flight.:)

IMO it's important to give positive feedback.. I'm sure the crew gets enough negative..

Absolutely. It has been an extremely useful thread for us. We follow up whether it's good or bad and I've followed up with some via PM when we need more info! Please keep them coming. ^

Absolutely - I contact AC with positive feedback and specific crew commendations way more often than I send anything negative.

Letters of recognition/thanks are also passed along to CSA's and even Ramp Agents.

I wonder what a typical commendation letter from a customer to a Ramp Agent reads! Thanks for upgrading the wheel chocks? :D

Dearest RA,

Thank you so much for guiding our plane to the YWG terminal while it was -47 out. You are gods among men.

Love,

Your secret admirer

What are the Air Smiles cards? I haven't heard of them before now! I'll have to ask for one on a flight...