Thank you Letter for Cathay
Mar 1, 2013, 12:45 am
#1
Original Poster
Join Date: Jul 2012
Location: Shanghai, Beijing, Melbourne, Hong Kong, Singapore, Sydney, Vancouver
Programs: A3 Gold, CX, CA, PCR Platinum Ambassador, Hilton Gold, 1865 Voyager
Posts: 218
Thank you Letter for Cathay
This is further to my previous post: http://www.flyertalk.com/forum/catha...on-cathay.html
I submitted a thank you letter via CX website recently for the marvellous sky birthday experience with Cathay.
I felt surprised that I have had the opportunity to experience for the
first time a "sky birthday celebration" on the flight. It was really
amazing plus to have experienced this extra service provided by a group
of fantastic cabin crew. Afer the brunch service, the chief purser (I
think her name is Jacqueline) and another attendeant (I think her name is
Yvonne?) came to me with bottles of Champaign, one gift card and one
gift box wishing me happy birthday and all the best for my onward
journey to Bangkok and for the year of 2013! I was totally amazed. The
card was hand written by all cabin crew and with all these straight from
heart extra services, I can feel the true essence of the Asian
hospitality offered by Cathay. I think this extra mile service has
definitely given me the confidence to choose to fly as much as I can
with Cathay in future and it is more of a pleasure to share this
fabulous story with my friends and colleagues. Thanks Cathay!
Today I've received the reply from CX's customer relations officer as follows:
Thank you for your kind comments regarding our service on CX 347 on 18
February 2013 from Beijing to Hong Kong. We are delighted to hear that
you enjoyed your recent experience and we will be happy to pass on your
kind words to the staff concerned.
We tend to hear from our customers when they encounter problems, so your
kind compliments, especially from our valued loyalty customers make a
welcoming change!
Thank you again and we look forward to serving you again soon.
Yours sincerely
I think this kind of interaction is a really benigh process and despite some of the recent service downgrades, I still believe that CX is one of the best choices available for travel!
I submitted a thank you letter via CX website recently for the marvellous sky birthday experience with Cathay.
I felt surprised that I have had the opportunity to experience for the
first time a "sky birthday celebration" on the flight. It was really
amazing plus to have experienced this extra service provided by a group
of fantastic cabin crew. Afer the brunch service, the chief purser (I
think her name is Jacqueline) and another attendeant (I think her name is
Yvonne?) came to me with bottles of Champaign, one gift card and one
gift box wishing me happy birthday and all the best for my onward
journey to Bangkok and for the year of 2013! I was totally amazed. The
card was hand written by all cabin crew and with all these straight from
heart extra services, I can feel the true essence of the Asian
hospitality offered by Cathay. I think this extra mile service has
definitely given me the confidence to choose to fly as much as I can
with Cathay in future and it is more of a pleasure to share this
fabulous story with my friends and colleagues. Thanks Cathay!
Today I've received the reply from CX's customer relations officer as follows:
Thank you for your kind comments regarding our service on CX 347 on 18
February 2013 from Beijing to Hong Kong. We are delighted to hear that
you enjoyed your recent experience and we will be happy to pass on your
kind words to the staff concerned.
We tend to hear from our customers when they encounter problems, so your
kind compliments, especially from our valued loyalty customers make a
welcoming change!
Thank you again and we look forward to serving you again soon.
Yours sincerely
I think this kind of interaction is a really benigh process and despite some of the recent service downgrades, I still believe that CX is one of the best choices available for travel!
Last edited by twydeutschland; Mar 1, 2013 at 3:16 am
Mar 1, 2013, 3:15 am
#4
Original Poster
Join Date: Jul 2012
Location: Shanghai, Beijing, Melbourne, Hong Kong, Singapore, Sydney, Vancouver
Programs: A3 Gold, CX, CA, PCR Platinum Ambassador, Hilton Gold, 1865 Voyager
Posts: 218
That was misunderstanding. I merely tasted a glass of it but did not take it home
May 28, 2013, 5:51 am
#5
Suspended
Join Date: Dec 2012
Posts: 2,377
Every airline (and most service industry) gives a corporate reply saying thank you...we'll past on your kind words to the staff....blah blah blah....
But we all know not every airline does this. Some do....and some don't.
Some get forwarded to the FA's supervisor, who pass onto the individual FA.
Some get posted on internal website / bulletin boards.
Some.....never get to see the day light again.
mayodave, since you have such strong connections with "higher ups" / "seniors" at CX, could you please share what's the usual procedure is with CX? Do these thank you's really end up getting relay to the end FA (or staff)?
But we all know not every airline does this. Some do....and some don't.
Some get forwarded to the FA's supervisor, who pass onto the individual FA.
Some get posted on internal website / bulletin boards.
Some.....never get to see the day light again.
mayodave, since you have such strong connections with "higher ups" / "seniors" at CX, could you please share what's the usual procedure is with CX? Do these thank you's really end up getting relay to the end FA (or staff)?
May 28, 2013, 11:32 pm
#6
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Join Date: Jan 2012
Location: Here there and everywhere
Programs: Too many to list
Posts: 1,648
It is monitored carefully and last year on my birthday I had someone waiting for me when I got off my long haul into Europe. This person had been requested by head honcho in HKG to check I had received a cake, card etc. I told them I was given a card etc and refused the cake and gave it to the crew. What is happening right now is dummy tests on things like this by using passengers with names like Miss Terry Shopper and its showing some good and bad results. I can tell you that the head of MPC is very keen to make sure it is put in place and kept in place. Just to add these are NOT published benefits OK.
May 30, 2013, 2:53 pm
#7
Join Date: Jun 2003
Location: Seattle WA
Programs: AS 100K, Marriott LT Platinum
Posts: 1,828
I sent in a glowing report about FA service from a CX flight a year or so ago via the CX USA website and never got so much as an auto-replying acknowledging what I had sent. Was kinda surprised and disappointed -- not sure anyone at CX even saw it, let alone that the praise got passed on to FA management as I'd hoped...
May 30, 2013, 3:57 pm
#8
Suspended
Join Date: Dec 2012
Posts: 2,377
It is monitored carefully and last year on my birthday I had someone waiting for me when I got off my long haul into Europe. This person had been requested by head honcho in HKG to check I had received a cake, card etc. I told them I was given a card etc and refused the cake and gave it to the crew. What is happening right now is dummy tests on things like this by using passengers with names like Miss Terry Shopper and its showing some good and bad results. I can tell you that the head of MPC is very keen to make sure it is put in place and kept in place. Just to add these are NOT published benefits OK.
Mar 19, 2018, 10:00 am
#10
Join Date: Jul 2013
Location: HKG SZX
Programs: CX MPC GO, IHG, OZ, NH (no longer UA MP*G thanks to SMJ)(no longer A3 *G due to COVID))
Posts: 620
Usually I write feedback form before end of flight and return it back to the crew member to ensure that the FA know I really appreciate her work (mostly freak them out in the first place for getting the form). I was too sleepy to get the form this time.