Well done AY - positive feedback / thank you thread
Dec 21, 2017, 2:19 am
#287
Join Date: Mar 2015
Location: HEL
Programs: AY+ Plat and several other cards
Posts: 645
If things go wrong, proper handling of feedback can change the whole customer experience.
My flight was operated by DOT, with no advance information by email or txt of operator change. That DOT A320 was old and with very tight configuration, 180 seats vs AY normal 165 seats. Crew Lithuanian, even though friendly, not familiar with AY procedures. Aircraft and the flight as a whole was not even close to normal AY standard expected, like the cramped seating and no curtain between J and Y, as just examples. One extremely friendly AY F/A was onboard as "Company Representative" to "support customer service". Already before departure she came to present herself to every passenger in J and apologized for this sub-par product that day, and proactively offered to write a report and feedback on our behalf. I was very positively surprised a couple of days afterwards when I noticed a "Thank you for your feedback" email appearing in my email and next day "Feedback handled" email apologizing that they hadn't met the service standards expected and offered quite a nice compensation for it.
Never before have I run into a situation that even the feedback has been written by the service provider and compensation thus offered proactively. Very well done, Finnair, and thank you, "Company Representative" on that flight!
My flight was operated by DOT, with no advance information by email or txt of operator change. That DOT A320 was old and with very tight configuration, 180 seats vs AY normal 165 seats. Crew Lithuanian, even though friendly, not familiar with AY procedures. Aircraft and the flight as a whole was not even close to normal AY standard expected, like the cramped seating and no curtain between J and Y, as just examples. One extremely friendly AY F/A was onboard as "Company Representative" to "support customer service". Already before departure she came to present herself to every passenger in J and apologized for this sub-par product that day, and proactively offered to write a report and feedback on our behalf. I was very positively surprised a couple of days afterwards when I noticed a "Thank you for your feedback" email appearing in my email and next day "Feedback handled" email apologizing that they hadn't met the service standards expected and offered quite a nice compensation for it.
Never before have I run into a situation that even the feedback has been written by the service provider and compensation thus offered proactively. Very well done, Finnair, and thank you, "Company Representative" on that flight!
Jan 19, 2018, 3:48 am
#289
Join Date: Jun 2015
Programs: AY+, SK EB
Posts: 2,963
It seems like the baggage handling in case of an involuntary rerouting improved at HEL. I was rebooked yesterday on LH and I was very sceptical that the bags would arrive at my final destination. 3 months ago my bags didn‘t arrive when also being rebooked on LH. I was told there is a „new system“ and well, what shall I say, it really worked for me.
An obvious change is that they remove now the original baggage tags and put new ones on the bags. Last time the bags still had the original tags upon delivery.
I am quite happy that this worked well.
An obvious change is that they remove now the original baggage tags and put new ones on the bags. Last time the bags still had the original tags upon delivery.
I am quite happy that this worked well.
Jan 19, 2018, 9:40 am
#290
Join Date: Dec 2013
Programs: AY+ Plat, A3*G
Posts: 672
Again, very very impressed with AY Plat service. I needed a last minute change of ticket, which was a light ticket without any change possibility. Plat line proactively suggested I redeem a one-way award instead of paying +400€ for revenue bucket. Was of course lucky that there were X availability on the morning of the flight date which I thought was impossible and therefore didn't even look at that option myself.
Probably we should write more feedback when something really positive happens, as it's a custom to give feedback only on negative things. Complimenting is very hard for a Finn!
Probably we should write more feedback when something really positive happens, as it's a custom to give feedback only on negative things. Complimenting is very hard for a Finn!
Jan 19, 2018, 10:41 am
#291
Ambassador: Finnair Plus
Join Date: Apr 2011
Location: HEL
Programs: AY+ Plat, HHonors Diamond, Hyatt Discoverist, Priority Club Plat Amb, Miles and Smiles Elite
Posts: 5,298
Again, very very impressed with AY Plat service. I needed a last minute change of ticket, which was a light ticket without any change possibility. Plat line proactively suggested I redeem a one-way award instead of paying +400€ for revenue bucket. Was of course lucky that there were X availability on the morning of the flight date which I thought was impossible and therefore didn't even look at that option myself.
Probably we should write more feedback when something really positive happens, as it's a custom to give feedback only on negative things. Complimenting is very hard for a Finn!
Probably we should write more feedback when something really positive happens, as it's a custom to give feedback only on negative things. Complimenting is very hard for a Finn!
Jan 19, 2018, 8:43 pm
#292
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,758
Again, very very impressed with AY Plat service. I needed a last minute change of ticket, which was a light ticket without any change possibility. Plat line proactively suggested I redeem a one-way award instead of paying +400€ for revenue bucket. Was of course lucky that there were X availability on the morning of the flight date which I thought was impossible and therefore didn't even look at that option myself.
Probably we should write more feedback when something really positive happens, as it's a custom to give feedback only on negative things. Complimenting is very hard for a Finn!
Probably we should write more feedback when something really positive happens, as it's a custom to give feedback only on negative things. Complimenting is very hard for a Finn!
Jan 20, 2018, 11:44 pm
#293
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,758
On yesterday's long haul, I needed to charge my phone. But there's only one socket for the AC Y seats, under the C seat, and my neighbouresse was sound asleep. In the #metoo spirit I didn't find it a good idea to bend down and try to get behind (or between?) her legs, so I went to the galley in front of row 21 and asked if the FAs there had any good ideas... What I had in mind was that a female FA could just plug it in for me. But instead, they came up with a brilliant solution.
First, they tried a socket by the exit door but it only worked with American plugs. So they ended up putting my phone in the lav and closing the whole lav during the charging. Wow! I hadn't expected that! (It was in the middle of the night, so no pax were inconvenienced.)
Very nicely done! Thanks!
First, they tried a socket by the exit door but it only worked with American plugs. So they ended up putting my phone in the lav and closing the whole lav during the charging. Wow! I hadn't expected that! (It was in the middle of the night, so no pax were inconvenienced.)
Very nicely done! Thanks!
Jan 21, 2018, 2:58 am
#294
Join Date: Oct 2015
Location: HEL
Programs: AY+ Plat (OWE)
Posts: 493
Jan 22, 2018, 1:32 am
#295
Join Date: Dec 2013
Programs: AY+ Plat, A3*G
Posts: 672
Yes it was the inbound from Europe to HEL so no harm done.
Last edited by Furry; Jan 22, 2018 at 1:32 am Reason: Typo
Jan 27, 2018, 9:34 am
#298
Ambassador: Finnair
Join Date: May 2003
Location: HEL
Programs: AY Lumo, BA Silver, HHonors Gold
Posts: 4,270
Very happy how AY handled my ticket/transit at JFK..flying on AY codeshare/ticket and connecting to AA..all AY stock, biz saver I.
AA changed schedules and they have only one direct flight from JFK per day to my destination..the transit became too short to my liking at JFK (1h30min, I->D w/luggage). Official MCT is 1h45min but I know AY does min 1h15min at T8...not my style..
First they offered earlier flights via LHR but after asking they put me on AA flight the next evening even though it is tech. no more a transit (>24hrs). I have one extra day to kill jetlag and happy to start that in NY w/o the need to rush and possibly miss the connection. Thanks AY 👍
AA changed schedules and they have only one direct flight from JFK per day to my destination..the transit became too short to my liking at JFK (1h30min, I->D w/luggage). Official MCT is 1h45min but I know AY does min 1h15min at T8...not my style..
First they offered earlier flights via LHR but after asking they put me on AA flight the next evening even though it is tech. no more a transit (>24hrs). I have one extra day to kill jetlag and happy to start that in NY w/o the need to rush and possibly miss the connection. Thanks AY 👍
Jan 27, 2018, 10:15 am
#299
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,758
First they offered earlier flights via LHR but after asking they put me on AA flight the next evening even though it is tech. no more a transit (>24hrs). I have one extra day to kill jetlag and happy to start that in NY w/o the need to rush and possibly miss the connection. Thanks AY 👍
Jan 27, 2018, 10:33 am
#300
Join Date: Jan 2006
Location: Helsinki-Vantaa APT, Finland
Programs: AY LUMO
Posts: 6,059
