Inbox I 15
CATHAY PACIFIC REPLIES: We were sorry to hear of the customer’s experience. One of our attendants found some travel-sized toiletries, which had been opened and used, in a shower suite. Since we do not map a passenger’s name to a suite, the attendant discarded them as they had no way to trace the customer. The customer returned about three hours later to advise that they had mislaid their toiletries. They were offered an apology and were advised that they would be provided with a first class amenity kit. Two weeks after, the customer filed a complaint via an online form. Our customer
CLOSED DOORS I was flying from Nice to Las Vegas via London (with BA) in business class. I was travelling with two colleagues, while a third was meeting us in London for the last segment. Our flight to Heathrow was delayed so we asked the purser if there was anything she could do to help us avoid missing the connection. She said it was tight but we might make it as our stand was beside the bus transfer to T3. She moved us closer to the aircraft door, along with another woman. Upon landing, I called my colleague in London to tell ground staff to expect us, but they said our seats had been given away and we could fly the next day. We made for the gate anyway, along with the other woman. She was allowed on but when we tried, were told the gate was closed. I asked if the reason we weren’t being let on was because our seats had been filled. The agent denied this and said the plane door had closed. I called my colleague on board, who said that not only was the door open but passengers were still coming in. Moreover, this colleague (who had been booked in premium economy) was upgraded to seat 60J in business. The person in 60K had also been upgraded. The rest of us had to fly via Vancouver with no luggage and missed our meetings. No one seemed to care. Duarte Sousa, France
HUNGER GAMES I flew business class from Lisbon to Vienna with TAP Portugal in July. After take-off, an announcement was made that no meal service would be provided, as the flight was operating with “minimum cabin crew”. In fact, during the course of the three-hour, 20-minute flight, not even a glass of
water was offered to those of us in the business cabin. This sort of issue is becoming common with TAP’s medium-haul flights, especially during the summer period, when TAP operates more flights. The airline advertises meals as a highlight of business class. Moreover, we were given no prior notification that the service would not take place, so didn’t have the chance to eat or drink before the flight. Nuno Jesus, Portugal
service agent responded on the same day but it appears there was an error with the email address provided on the form, which meant the customer may not have received our reply, unbeknownst to us as we received no bounce back. We have now passed the customer’s feedback to the relevant department for follow-up, but would like to apologise for any inconvenience caused.
BRITISH AIRWAYS REPLIES: We’re very sorry to hear that our customer missed his connection to Las Vegas, owing to an unforeseen delay. We had rebooked him on the next available flight the following day but when he explained he needed to arrive in Las Vegas as soon as possible, we booked him on a flight to Vancouver, less than an hour later. We organised a hotel in Vancouver and
provided compensation to pay for his immediate expenses as, due to the fast turnaround, his bag had not travelled on the flight. We also arranged a flight from Vancouver to Las Vegas, where he arrived at around 1030 the following morning. The passenger’s bag was delivered safely the following day. We will be in contact with him to discuss his additional expenses.
TAP PORTUGAL REPLIES: We would like to offer our sincere apologies for the inconvenience caused. We are making every effort to prevent situations such as this. Offering a service of excellence to all our passengers is the company’s motto. We regret the passenger’s experience and will do everything to avoid similar events occurring in the future.
businesstraveller.com
NOVEMBER 2017
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