Last March my pants got ripped when it snagged on an exposed metal on the seat of the A350. The ISM took photos and said she will file a report but I should also send in a feedback so that CRD could reach out to me. After a few days the agent informed me that CX will reimburse me for my damaged pants, all i need to do is send in the receipt for a new pair and they will process it for me. I sent them a receipt last April 11, they gave me a form which I also accomplished and sent back to them on the same day, and informed me to wait 2-3 weeks. After 3 weeks the reimbursement has not been credited, so I decided to write them an email just to check on the status and if they could give me an update. After not hearing from them in a week, I decided to write another email, I expressed my disappointment and frustration not with the processing of the reimbursement but with their inability to provide an update when asked. This was the response I received

First, I can't believe there was no apology for the delays, thats the least one could offer at this point. Second, I can't believe that all cases will be at a standstill if one agent goes on leave, shouldn't someone pick up his/her workload while he/she is away? Third complete the tone of the email is really dismissive...and almost offensive.

Any idea where you can file a feedback against CRD?

While the response is not apologetic, I don’t find the email offensive or rude.

This is neither rude motel offensive. Honestly, what kind of fake sympathy did you really expect?

Not fake sympathy but at least an apology, the agent did not reply to an email for a week and all he said was "I was on vacation" and I'm supposed to be okay with that?

I do find it dismissive hence rude.

I honestly see nothing wrong with the reply. It is factual and concise. In fact, I hate the syrupy CS emails that remind me how important I am and how sorry they are about the hardships I�ve had to endure. BA is a master at those.

Cultural differences i guess, which is why I don't think CX should outsource CRD to India, clearly agents there lack the capacity to handle cultural sensitivities of majority of their customers in East Asia.

I don't find it dismissive either. They said what they are going to do and that they would get back to you.

2 weeks late...

The email was neither rude nor dismissive. And what makes you so sure he was on vacation? He said he had “returned to work....after being away on leave”. Did it occur to you it may have been a emergency medical leave? Or a bereavement leave? Or leave to care for a sick child or spouse or parent? If that was the case, would you then “be okay with that”? Not that it is really any of your business why he was on leave.

Are you more interested in the apology or the reimbursement? Decide what your priorities are. If the apology is more important to you, then devote your efforts to remedying that war crime. If the reimbursement is more important, then maybe an approach of, "Oh, that's OK. Now that you're back, what do we need to do to move this forward?" will help you reach your goal.

An apology of course. At this point I really don't care if I get the US$258 or not.

The response is extremely rude....

The company is at fault they should be apologizing all the time....

CX customer service gets worse day by day.

Wow. My priorities are different.

This would be rude:

"Dear FlyPointyEnd, please stop chasing us for your trouser reimbursement. We received your many emails, but please understand that you are not our only customer service case. In fact, your precious trousers are way down our list of priorities. We'll get to it when we get to it. I've just come back from a vacation in Bali and frankly can't bring myself to deal with the crap I have to take in my pointless job. Next time, walk more carefully. Yours sincerely, CX customer services."

That's rude, dismissive, and offensive. What you got was a professional reply.

Have any DMs still been able to get HKG-based CS replies recently?