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Proactive apology letter from MPC. Anyone had this before?
Week ago, I flied KAXXX from Kaohsiung(KHH) to HKG in C. I went straight to airport after work so didn’t have much food on ground. Onboard, I was the last one to be asked to choose the meal and my preferred one was not available. The alternative didn’t look good and I declined it. I didn’t complain or say anything onboard but my xxxxx face must speak it all.
Since then, I was busy on traveling and didn’t contact MPC for this. Yesterday, MPC PROACTIVELY sent me this apology letter below. I find it quite interesting because it never happened to me. Anyone shared the similar experience? Somehow I feel the FA was doing something to protect herself for any further complain. "Dear Mr XXX I have been asked to contact you by our cabin crew, who informed me that you were disappointed by your recent experience with us. It goes without saying that it is our intention to provide our passengers an enjoyable experience when travelling with us and I am very sorry to learn that we were unable to offer your preferred choice of meal and do wish to apologize for the disappointment caused. I understand that the inflight crew offered you an alternate choice of meal and I am sorry to learn that you declined their offer of the other selection of meal. We certainly appreciate you sharing your concerns with us, as it is feedback from our valued members that enables us to identify areas in which we are failing to meet the expectations of our passengers. Please rest assured that I have shared your feedback with our Catering team for their review. I sincerely hope that your next flight with us will be more enjoyable. Thank you for bringing your concerns to our attention and may I take this opportunity to wish you a very Happy and a Prosperous year of the pig. “Kung Hei Fat Choi” Yours sincerely " |
Originally Posted by wyskevin
(Post 30771657)
Week ago, I flied KAXXX from Kaohsiung(KHH) to HKG in C. I went straight to airport after work so didn’t have much food on ground. Onboard, I was the last one to be asked to choose the meal and my preferred one was not available. The alternative didn’t look good and I declined it. I didn’t complain or say anything onboard but my xxxxx face must speak it all.
Since then, I was busy on traveling and didn’t contact MPC for this. Yesterday, MPC PROACTIVELY sent me this apology letter below. I find it quite interesting because it never happened to me. Anyone shared the similar experience? Somehow I feel the FA was doing something to protect herself for any further complain. "Dear Mr XXX I have been asked to contact you by our cabin crew, who informed me that you were disappointed by your recent experience with us. It goes without saying that it is our intention to provide our passengers an enjoyable experience when travelling with us and I am very sorry to learn that we were unable to offer your preferred choice of meal and do wish to apologize for the disappointment caused. I understand that the inflight crew offered you an alternate choice of meal and I am sorry to learn that you declined their offer of the other selection of meal. We certainly appreciate you sharing your concerns with us, as it is feedback from our valued members that enables us to identify areas in which we are failing to meet the expectations of our passengers. Please rest assured that I have shared your feedback with our Catering team for their review. I sincerely hope that your next flight with us will be more enjoyable. Thank you for bringing your concerns to our attention and may I take this opportunity to wish you a very Happy and a Prosperous year of the pig. “Kung Hei Fat Choi” Yours sincerely " |
It doesnt matter, there are no courtesy miles :D
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Proactive boilerplate is still a boilerplate.
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Originally Posted by percysmith
(Post 30772488)
Proactive boilerplate is still a boilerplate.
The most interesting part of the e-mail is the last two paragraphs stating that OP has shared his feedback with the MPC. |
Originally Posted by wyskevin
(Post 30771657)
Week ago, I flied KAXXX from Kaohsiung(KHH) to HKG in C. I went straight to airport after work so didn’t have much food on ground. Onboard, I was the last one to be asked to choose the meal and my preferred one was not available. The alternative didn’t look good and I declined it. I didn’t complain or say anything onboard but my xxxxx face must speak it all.
Since then, I was busy on traveling and didn’t contact MPC for this. Yesterday, MPC PROACTIVELY sent me this apology letter below. I find it quite interesting because it never happened to me. Anyone shared the similar experience? Somehow I feel the FA was doing something to protect herself for any further complain. "Dear Mr XXX I have been asked to contact you by our cabin crew, who informed me that you were disappointed by your recent experience with us. It goes without saying that it is our intention to provide our passengers an enjoyable experience when travelling with us and I am very sorry to learn that we were unable to offer your preferred choice of meal and do wish to apologize for the disappointment caused. I understand that the inflight crew offered you an alternate choice of meal and I am sorry to learn that you declined their offer of the other selection of meal. We certainly appreciate you sharing your concerns with us, as it is feedback from our valued members that enables us to identify areas in which we are failing to meet the expectations of our passengers. Please rest assured that I have shared your feedback with our Catering team for their review. I sincerely hope that your next flight with us will be more enjoyable. Thank you for bringing your concerns to our attention and may I take this opportunity to wish you a very Happy and a Prosperous year of the pig. “Kung Hei Fat Choi” Yours sincerely " |
Originally Posted by Eltham
(Post 30772641)
According to their letter you did contact them to “share your concerns”. This is simply a response, which doesn’t gel with the thread title. |
The fact that it was observed, reported, and acted on (albeit with a form letter) should be recognized as progress. It shows that multiple people care. A manager somewhere set some directive. The FA noticed and reported it. The ISM reported it. There was mechanism that at least tried to reach out to the customer.
There is hope for progress. |
Originally Posted by LchChester
(Post 30772506)
X2
The most interesting part of the e-mail is the last two paragraphs stating that OP has shared his feedback with the MPC. |
Originally Posted by FlyPointyEnd
(Post 30772415)
The ISM could have made a report about the matter.
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Originally Posted by G-CIVC
(Post 30772482)
It doesnt matter, there are no courtesy miles :D
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Originally Posted by Gongzuokuang
(Post 30772887)
The fact that it was observed, reported, and acted on (albeit with a form letter) should be recognized as progress. It shows that multiple people care. A manager somewhere set some directive. The FA noticed and reported it. The ISM reported it. There was mechanism that at least tried to reach out to the customer.
There is hope for progress.
Originally Posted by wyskevin
(Post 30773156)
There should be some miles compensation after I reply this letter to express my disappointment |
I do think this is progress, but I think requesting miles is a bit over the top. I wished CX put a note in your file to ensure that the next flight you're on, you get a guaranteed first choice of meal. That would be more proactive, I think.
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Originally Posted by Frayed_Yak
(Post 30773389)
I do think this is progress, but I think requesting miles is a bit over the top. I wished CX put a note in your file to ensure that the next flight you're on, you get a guaranteed first choice of meal. That would be more proactive, I think.
Oh, btw, after recent busy flights, I will reach DM next week. Maybe FA would take my order first even though I sit on the last row of cabin ? |
Congratulations on making DM which, at least as a non-public DM benefit, they will take DM's choice first and guarantee your choice (at least in J they never missed this... In Y, around 20% time I was asked in advance, CX KA combined)
FYI, I just return from KHH in J today, sitting on last row of J :p They noted down my choice before take off and I was served the main first.... but they didn't ask me if I want bread or not... Bread basket circulation "ended" after row 11... And they offer garlic bread today.... :( |
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