Letter to Customer Relations
Aug 4, 2003 | 12:36 am
#1
Original Poster
Join Date: Jun 2003
Programs: American Express Centurion
Posts: 131
Letter to Customer Relations
I recently read the thread titled "Customer Revenue Information" at:
http://www.flyertalk.com/forum/Forum85/HTML/001329.html
This thread sparked some interest. I am curious as to what type of information Cathay Pacific tracks and profiles on an individual.
I recently flew from LAX to HKG in economy class and the service was quite poor. It's not due to the fact that I was traveling in economy, as I am on my way to Marco Polo Gold on travel exclusively in economy class.
Upon boarding, I noticed I did not have an amenity kit and after politely asking the flight attendant twice, my request went unfulfilled. More than one occasion, I had to make multiple requests for beverages. The flight attendants stated that they were too busy and some even replied that simply forgot my requests for drinks or other in flight amenities.
While I understand that I was traveling in economy class and that the CX 881 flight was quite full, it should never be used to justify poor service.
I understand that flight attendants sometimes are simply too busy and therefore it's only natural that one may forget a passengers request on occasion. I have been traveling with Cathay Pacific for years and this is the first time I felt it was necessary to address my concerns in writing.
I was kind in the letter to Customer Relations, which I should add, was well written.
Reading the above mentioned thread, I now wonder if Cathay Pacific will track my complaint, or note it under my member profile. Maybe I am just being paranoid but I don't want it to read "Complainer" in the comments field.
or adversely affect the way I am treated in the future.
I went on to add how my experience from HKG to LAX, was impeccable, both on ground and in-flight.
Do airlines keep track of customer complaints? If anyone knows what other information is tracked or listed in our CX profiles, other than revenue and flight activity, it would be interesting to know.
Kind Regards,
around the world
[This message has been edited by around the world (edited 08-04-2003).]
http://www.flyertalk.com/forum/Forum85/HTML/001329.html
This thread sparked some interest. I am curious as to what type of information Cathay Pacific tracks and profiles on an individual.
I recently flew from LAX to HKG in economy class and the service was quite poor. It's not due to the fact that I was traveling in economy, as I am on my way to Marco Polo Gold on travel exclusively in economy class.
Upon boarding, I noticed I did not have an amenity kit and after politely asking the flight attendant twice, my request went unfulfilled. More than one occasion, I had to make multiple requests for beverages. The flight attendants stated that they were too busy and some even replied that simply forgot my requests for drinks or other in flight amenities.
While I understand that I was traveling in economy class and that the CX 881 flight was quite full, it should never be used to justify poor service.
I understand that flight attendants sometimes are simply too busy and therefore it's only natural that one may forget a passengers request on occasion. I have been traveling with Cathay Pacific for years and this is the first time I felt it was necessary to address my concerns in writing.
I was kind in the letter to Customer Relations, which I should add, was well written.
Reading the above mentioned thread, I now wonder if Cathay Pacific will track my complaint, or note it under my member profile. Maybe I am just being paranoid but I don't want it to read "Complainer" in the comments field.
or adversely affect the way I am treated in the future.I went on to add how my experience from HKG to LAX, was impeccable, both on ground and in-flight.
Do airlines keep track of customer complaints? If anyone knows what other information is tracked or listed in our CX profiles, other than revenue and flight activity, it would be interesting to know.
Kind Regards,
around the world
[This message has been edited by around the world (edited 08-04-2003).]
Aug 4, 2003 | 4:05 am
#2
Suspended
Join Date: Jan 2003
Location: AA EXP, 1 MM and CX RULES!!
Posts: 1,341
There's been some adequate discussion here that CX *does* keep tabs on members travel habits, including those who pay more and don't.
I also notice that the girls seem to recognize certain passengers, including me (I was even told by one and I want to meet her again before I meet Kylie (joke) :-).
Anyway, I've never had a bad experience in J or Y on CX (with luck, F will be my first time next year). I know the FAs are always busy with full flights and I just keep smiling. They never forget a smile.
I'm sure if you had a problem, CX *will* respond in a professional mannor. Don't worry about it, but remember Y is Y.
SHADO
I also notice that the girls seem to recognize certain passengers, including me (I was even told by one and I want to meet her again before I meet Kylie (joke) :-).
Anyway, I've never had a bad experience in J or Y on CX (with luck, F will be my first time next year). I know the FAs are always busy with full flights and I just keep smiling. They never forget a smile.
I'm sure if you had a problem, CX *will* respond in a professional mannor. Don't worry about it, but remember Y is Y.
SHADO
Aug 4, 2003 | 9:22 pm
#3
Join Date: Jul 2001
Posts: 1,027
No reason to be paranoid. One letter doesn't label you as complainer. As it is, CX's system will not identify any passenger negatively -- only those barred from flying CX. AFAIK not even the revenue tag is yet operational.
Most airlines WANT to have better tracking, but the implementation on the software side is very expensive. You'd be amazed how LITTLE a gate agent or reservation office knows about you.
Most airlines WANT to have better tracking, but the implementation on the software side is very expensive. You'd be amazed how LITTLE a gate agent or reservation office knows about you.