Dear Mr. Globallist,

Thank you for your letter written concerning your flight on board TGXXX from Bangkok to Frankfurt.

We are very sorry to learn of the difficulties you experienced during check-in at Singapore Airport and that you found the service not efficient enough. We would ask you to please accept our sincere apologies that your flight was marred in the way mentioned. Please rest assured that your experience has already been brought to the attention of the Station Manager at Singapore Airport and all the departments concerned for corrective action as appropriate and, indeed, we very much appreciate your taking the time to write. Your letter is invaluable in the assessment of the quality of service we provide for our passengers.

We are also sorry that you were not entirely satisfied with the service upon arrival and the transfer to the Royal First Class Lounge. You can be certain that we take passenger comments seriously and make every possible effort to keep our standards of service at optimum level. We assure you that our Ground Service Management is committed to improving the overall service in all aspects.

Your comment regarding the quality of our in-flight meal has been brought to the attention of our Catering Department for appropriate measures to be taken, in order to maintain the high quality standard of THAI cuisine, not only in presentation but also in taste before leaving their kitchen. As our First Class passengers, you can select your main course from our 39 pre-order meals and our Chef-recommendation menus which our reservation staff will fax or e-mail the choices for you to choose from. However, if you do not wish to pre-order, you can still select our standard menu choice on board.

We thank you for the effort you have taken to write, identifying us with areas for further improvement. We assure you once again that THAI Management is committed to provide the highest standard of products and services in order to maximize customers' satisfaction. We hope you will give THAI the opportunity to be your choice of carrier for your future travels. Until then, we send you our best wishes.

Yours sincerely,
Director (I removed her real name)
Customer Relations Department

Dear Kuhn Director,

Thank you for your kind response.
As a First Class passenger I felt that on this occasion the end to end service I paid for was not delivered. Although I appreciate your apology however it does not address my bad experience and instead it seems more focused on your company. My expectations around this service breakdown are higher than your acknowledgement of the issues I encountered.

In addition to my letter please allow me to summarise the journey;

• At the gate in Singapore my name was called because my passport details were not in the system, this should have been properly managed at check in.
• At check in in Singapore I also believe the process is started up for the ground service in Bangkok, this did not happen as per below.
• Arriving in Bangkok I was not picked up at the gate as is part of your ground service.
• When I asked your ground staff at the gate I was pointed to walk to the first class lounge, only when I again asked why there was no buggy one was called but only arrived some time after the last passenger had disembarked.
• The driver of the buggy was not in the normal THAI uniform, he was in a blue uniform with a wind jacket and did not seem to normally provide this service. He asked where I wanted to go, this seems strange to me as well as normally every first class passenger is taken to the Royal First Lounge. Instead he wanted to take me to a smaller lounge in the E Pier where I also could not enjoy the Spa.

• My complaint about the food on board was clear, this is a First class cabin and I expect a lot more from THAI. I am aware of pre-ordering food and the food choices on board. That response did not have anything to do with my issue. I agree what your standard should be however this was not delivered.

• When arriving in Frankfurt from Bangkok your premium service team generally awaits First Class passengers to escort them to baggage claim or to a transit lounge if in transit. This time there was no premium service at all, and the ground staff again seemed not to care and pointed me away to baggage claim. Normally the premium service team in Frankfurt escorts the passenger to the crew immigration check bypassing queues, this time no such service was provided.

The return flight was good as supposed to be, however the priority baggage service failed to deliver my bags in Singapore as first or even with the other business class priority baggage. I spent over half an hour waiting for my luggage and many non-priority bags had been delivered already.

I trust you agree that this is a shortcoming in the service provided to me and I appreciate your response properly mitigating this bad experience.

Kind regards,
Globalist