Same complaint - different responses

Old Feb 17, 11, 9:10 am
  #1  
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Join Date: Feb 2010
Location: BRU
Programs: LH FTL; A3*Gold
Posts: 300
Same complaint - different responses

My colleague and I were caught in some cancellation and delays mess back in September. We were not particularly pleased with the handling of the mess, so we wrote polite, almost identically worded emails to the LH customer service expressing our discontent. I am an FTL, the colleague had no status at the time (he's now an FTL).

I got a response after 6 weeks: apologies, standard excuses + 5000 miles compensation for the hassle.

The colleague got his response after 4 months: apologies, standard excuses and that's it. Plus his email had some parts that must have been incorrectly cut and pasted from some other email as they referring to the flights and routes were not on.

Interesting to see that the same complaint is dealt with differently depending on whose desk it lands.
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Old Feb 17, 11, 11:51 am
  #2  
 
Join Date: Sep 2005
Location: DUS (and somewhere in transit)
Programs: LH SEN, AB PLAT, BA Gold, Hilton Lifetime Diamond, SPG Lifetime Platinum, IHG RA, Hyatt Globalist
Posts: 9,992
Status customers get standard excuses and a bunch of miles, notwithstanding whether they are right or wrong.
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