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Really strange passenger complaints
I had these two passenger complaints escalated to me today to figure out a response. I really don't know what to say to these - perhaps the peanut gallery here can chime in with some advice.
From: Steven <[email protected]> Sent: Sunday, February 01, 2009 1:11 PM Subject: COMPLAINT!!! Dear Sir, My name is Steven. My flight confirmation number is XXXXXX. I had checked in for your flight to London yesterday before I got the news that my mum had a car accident on her way home from dropping me at the airport. I left the airport to go see her, on return, I missed the flight, With the condition on ground now I can't fly back for a while. I had checked in my luggage with tag number XXXXXXX. I needed my relative to pick up my luggage at gatwick. His name is XXXXXXX. However today I am told that your staff removed my luggage from the flight without consulting with me. I came into the office today The 1st of February to lay a complaint and met Mr. XXX, and Mr. XXX, who directed me to send a mail. I am suffering from huge losses due to the luggage not being delivered to my relative in Lodnon and you will be liable for compensation to me for your actions. Thanks. From: Lee <[email protected]> Sent: Tuesday, February 03, 2009 4:10 PM Subject: Request for compensation Dear Sirs, I was a passenger on your flight XXX from XXX to London last night. On arrival at the airport, I had expected to find your flight cancelled due to the inclement weather in the UK, but to my surprise was advised that the flight was operating on time. This came as a shock since I had seen numerous news reports that airports in London had closed, and had accordingly rescheduled my meetings for the next day. The flight departed on time and arrived in London 30 minutes ahead of schedule. As a result of this, I have been forced to incur costs of £80 in taxi fares due to non-operation of trains, plus lost productivity for my rescheduled meetings. Under EU regulations, your company is liable for these damages and expenses. I also note that British Airways took the prudent step of cancelling their flight on the same route and were courteous enough to place all their passengers in hotel accomodation and not risk their lives on the icy roads in London. I have always flown British Airways in the past and had been reccomended to your airline, but after this incident I can assure you that I would never travel with you again and also ensure that none of my friends and family consider traveling with you. Yours sincerely, Lee XXXXX 0790XXXXXXXX |
Wow, the second one leaves me speechless. I dunno, perhaps send to him/her a free voucher for one complimentary delayed flight? Maybe you could have a young child make one w/crayons and construction paper.
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Sorry that I do not have any advice but I want to wish you good luck.
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Shame that "Are you effing kidding me?!?!?" is not an acceptable response. :rolleyes:
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Those two letters are mind-boggling. I have no advice (you're on your own trying to come up with responses :p ) but thanks for posting the day-brightener.
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Originally Posted by B747-437B
(Post 11194272)
I had these two passenger complaints escalated to me today to figure out a response. I really don't know what to say to these - perhaps the peanut gallery here can chime in with some advice.
1. - Isn't luggage supposed to pulled off the flight when the passenger attached to said luggage is not on the flight? I thought that was the case for international flights. Even though the passenger checked in, he/she did not board the flight. Presumably, the BP would be scanned (or in this case, no scanned) which would tell the crew who was not on the flight. 2. - Really? Since there was no information from the airline that caused this person to think that the flight would be cancelled, I would think he/she is on their own. Even when a flight is listed as delayed airlines will tell you to get to the airport on time anyway since they sometimes can get out on time. One cannot simply "assume" a flight is going to be cancelled because another airline has done so. |
Thanks for lightening up an otherwise dark morning.
Dear Stephen I hope your mum is better now. Airlines are not couriers and luggage must accompany passengers for the safety and security of all our customers. Since you failed to make the flight your luggage was removed. If you rebook to fly at a later date we will be happy to accept your luggage on that flight, or alternatively you can send the bag as freight (contact xxxx for the additional costs and details). In the meantime your bag is awaiting collection by you at the airport. Can you please pick it up soon as it has been smelling awful the past 3 days? yadda yadda ----- Dear Lee We aim to always fly on schedule and I'm happy your flight arrived early. If you had contacted us at xxxx you would have been advised we expected our flight to operate to the schedule. I enclose a card with these contact details to make it easier for you in future to be fully informed of your flights. We can take no responsibility for the weather or the operation of ground services in London. As you are disappointed that our flights are on time, and as a gesture of goodwill, I enclose a watch set to tomorrow's date. With this watch you can rest assured our flights will always be late. yadda yadda |
Man, what a bunch of whiners. I'd never even think of penning such a disgusting compensation letter. I think they should both win a free course of electro shock therapy!
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Originally Posted by USPhilly
(Post 11194582)
Ok, I'll take a shot at these.
1. - Isn't luggage supposed to pulled off the flight when the passenger attached to said luggage is not on the flight? I thought that was the case for international flights. Even though the passenger checked in, he/she did not board the flight. Presumably, the BP would be scanned (or in this case, no scanned) which would tell the crew who was not on the flight. |
Clearly #2 is on leave from the asylum.
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Originally Posted by B747-437B
(Post 11194272)
I had these two passenger complaints escalated to me today to figure out a response. I really don't know what to say to these - perhaps the peanut gallery here can chime in with some advice.
The second one, inform the traveler to call prior to traveling to ensure one's flight will depart on time or at all. |
Some short responses:
1. "Sir, I thought you would be happy if your luggage are taken off the flight. Almost all of our passengers seemed to be glad and thankful that we do such things. I am curious as to the content of the luggage.. etc" 2. "All of our passengers enjoy on-time flights and early arrivals. To be honest Sir, we are doing the best we can to accomodate passengers in any way. But what you are asking are counter productive to us... etc" |
Originally Posted by Centurion210
(Post 11196151)
The first one, ignore it. Its patent stupidity.
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The only thing missing is a bunch of emoticons.
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About #1: aren't there security regulations that you can quote to him? Like "no pax on the plane, no bag in the hold" type rules? And exactly how is he "suffering from huge losses due to the luggage not being delivered to my relative?" The illegal drug shipment in his luggage didn't get there on time?
As for #2: "Under EU regulations, we provided to you exactly the service we had contracted to provide, i.e. we transported you via air to your destination at the time scheduled. That was the sum and total of our obligation to you, and changes in your plans, made by you without reference to our operational plans, are not our responsibility." |
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