Your comments *do* matter...
Jan 22, 2003 | 8:39 am
#1
Original Poster
Join Date: Apr 2001
Location: Sunny Switzerland
Programs: BD / BA / AF
Posts: 4,388
Your comments *do* matter...
I sent a message to the 1K e-mail address yesterday concerning a recent flight, praising the crew for what a good job they did despite a few minor technical problems.
As expected, I got very nice response from the 1K desk. More interestingly, though, I was cc'd on an internal note from UAL WHQ. I'm not sure if that was inadvertent or not, but here's what the note said (names and identities changed for obvious reasons):
Whether I was included on the distribution list intentionally, or whether my inclusion was an oversight on the part of the sender, I am delighted to see that United does more than pay lip-service to our feedback. Clearly the feedback that we send in is fed back through the chain of command, with good service rewarded and poor service rectified.
Well done, United.
As expected, I got very nice response from the 1K desk. More interestingly, though, I was cc'd on an internal note from UAL WHQ. I'm not sure if that was inadvertent or not, but here's what the note said (names and identities changed for obvious reasons):
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">
Dear XXX:
It is pure joy to come in to work at WHQ and find such high praise for Purser XXX XXX and the XXX-based crew on [flight details deleted]. Please add our thanks to those of 100,000 Mile Flyer Mr. Matthew Clement for taking such good care of him on [flight details deleted].</font>
Dear XXX:
It is pure joy to come in to work at WHQ and find such high praise for Purser XXX XXX and the XXX-based crew on [flight details deleted]. Please add our thanks to those of 100,000 Mile Flyer Mr. Matthew Clement for taking such good care of him on [flight details deleted].</font>
Well done, United.
Jan 22, 2003 | 8:48 am
#2
FlyerTalk Evangelist
Join Date: Jun 2000
Location: Sunny SYDNEY!
Programs: UA Million Miler. (1.9M) Virgin Platinum. HH Diamond + SPG Gold
Posts: 32,351
I have a certain staffer at WHQ I write to snail mail re very exceptional service. She writes to those staffers and shows me as "cc" on the letter, and mails me a copy.
No idea if it helps them at promotion time etc, but guess those letters never hurt? And makes ME feel good that the brass on high do write them.
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~ Glen ~
Come and visit the most ** FRIENDLY FORUM ** on FlyerTalk. No flame wars, no personal abuse, no substance abuse. Not much of anything really!
No idea if it helps them at promotion time etc, but guess those letters never hurt? And makes ME feel good that the brass on high do write them.
------------------
~ Glen ~
Come and visit the most ** FRIENDLY FORUM ** on FlyerTalk. No flame wars, no personal abuse, no substance abuse. Not much of anything really!