Does CX typically ignore emails to customer service?
 

I wrote CX about a month ago and if I recall I did get an automated reply saying they had received the email, but haven't yet heard back.

It was regarding a general complaint about redemptions.

Has anyone one else been ignored?

It depends what your definition of "ignored" it.

If they sent you an acknowledgement, they will send you a reply. It can take up to 90 days.

The reply, however, is often far from a satisfactory resolution. It may be just another form letter basically saying they have forwarded it to the relevant departments etc. and that they are sorry.

It depends on your perspective, and your expectations.

Yes, I experienced exactly the same as yoours. I was complainting about the bad in-flight service on that particular flight (other flights are very good, but just that flight only). They generated an automatic email saying they received it. BUT it had been nearly more than 6 months from now. I NEVER hear anything from them. Not even a "sorry for hearing this experience" etc... :mad:

I'm really surprised they don't bother to reply.

Even UA and AA give you a non-specific apology type of email.

If you encounter a bad service inflight, or anything regarding to inflight services, DO ASK FOR A FEEDBACK FORM from the Inflight Service Manager onboard instead of sending an online complaint.

Yes, I may try if bad service come across me again... But I was just thinking that these were just different channels to communicate (or compliant) to CX... By the way, how does the feedback form different from the email compliant? I thought they are preetty much the same...? :confused:

Why can't you just complain directly to the inflight manager to see if they can correct your problem? In customer service, it is easy to ignore the "post" service related complaints because they usually blow off. But if you confront them with the issue at hand, they'd have to make as much of an effort to rectify the situation ASAP. I've seen the mgr's in flight getting worked by passengers because they brought the wrong food that could not be consumed due to religious reasons.

Saving face? :)

Didn't want to create "too much" issues at that time...

A couple of years ago I filled out an inflight survey, after I had a compaint about the lack of "new business" availability on a series of flights. (actually 4 longhauls in a row, on a route which had been advertised as being served by new business class).

About 4 weeks later I received a letter from CX HK with a letter and a stand-by oneway upgrade voucher enclosed. Nice gesture on behalf of CX and a great F flight for me from FRA-HKG !!