Proactive apology letter from MPC. Anyone had this before?
#1
Original Poster
Join Date: Jan 2016
Location: Taiwan
Programs: CX DM (OWE), Accor Gold
Posts: 378
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 "
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 "
Last edited by wyskevin; Feb 12, 2019 at 10:54 pm
#2
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
Week ago, I flied KAXXX from Kaohsiung(KHH) to HKG in C. I went straight to airport after work so didnt 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 didnt look good and I declined it. I didnt complain or say anything onboard but my xxxxx face must speak it all.
Since then, I was busy on traveling and didnt 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 "
Since then, I was busy on traveling and didnt 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 "
#6
Join Date: Apr 2017
Programs: SQ TPPS (21),QF G, NZ E, IHG D Amb, Marriott Gold, HH Gold, Shangri-La Jade, Accor Plat, Hertz P
Posts: 394
Week ago, I flied KAXXX from Kaohsiung(KHH) to HKG in C. I went straight to airport after work so didnt 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 didnt look good and I declined it. I didnt complain or say anything onboard but my xxxxx face must speak it all.
Since then, I was busy on traveling and didnt 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 "
Since then, I was busy on traveling and didnt 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 "
#7
Formerly known as jsfrSuperElite
Join Date: Feb 2008
Location: Hong Kong, Montreal
Programs: Air Canada SE100K-1MM, Hilton Honors Lifetime Diamond
Posts: 590
#8
Join Date: Sep 2014
Location: DTW - Rochester Hills, MI
Programs: Cathay MPC, IHG Diamond Ambassador, Domestic Airline Nobody
Posts: 714
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.
There is hope for progress.
#9
Original Poster
Join Date: Jan 2016
Location: Taiwan
Programs: CX DM (OWE), Accor Gold
Posts: 378
No, I didnt contact MPC or complain anything onboard. The last two paragraphs were obviously from a lazy agent , copy and paste from a boilerplate. The first sentence could explain this- I was contacted by a cabin crews request
#10
Original Poster
Join Date: Jan 2016
Location: Taiwan
Programs: CX DM (OWE), Accor Gold
Posts: 378
#12
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,671
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.
There is hope for progress.
Hope so. Otherwise there would be three staff members involved unempowered to do anything.
#13
Join Date: Mar 2005
Location: Vancouver, BC
Programs: Aeroplan
Posts: 810
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.
#14
Original Poster
Join Date: Jan 2016
Location: Taiwan
Programs: CX DM (OWE), Accor Gold
Posts: 378
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 ?
#15
Join Date: Feb 2012
Location: HKG
Programs: CX DM, SPG Pt, Le Club Accor GO, Shangri-La GC Jade
Posts: 1,327
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 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....
FYI, I just return from KHH in J today, sitting on last row of J 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....