As many of you know, I have been awaiting a response from AirTran on the letter I sent to them: AirTran Complaint Letter
I finally received a call last week addressing my concerns and frustrations. It was approximately a 40 min phone call with Krista Ferguson, AirTran Airways Customer Relations Specialist...the phone call was delightful. She immediately accepted all fault and extended sincere apologies. It was a great call and I am attaching her follow up email! Demanding good customer service truly does work and I believe AirTran will only improve from this experience.
Dear Ms. Burns,
Thank you for taking the time to speak with me this afternoon.
Again, on behalf of AirTran Airways, I extend my most sincere apology for the inconvenience and poor customer service you and Ms. Roman experienced during your recent travel. All of our crew members are instructed to professionally perform their responsibilities while providing the highest level of customer service. The behavior you have described is not the quality of service we strive to provide, nor is it the kind our valued customers deserve. Please be assured your concerns will be used to improve our future performance
To recap the details we discussed, you have a reservations credit under record which may be applied to any future AirTran Airways reservation within one year from the original date of booking. This credit will be transferable, and may be applied towards travel to any AirTran Airways destination. New travel will not have to be complete by the expiration date of the credit, only booked. Reservations credits may be redeemed by calling 1.800.AIRTRAN (1.800.247.8726) and reference the original confirmation code for travel. A Direct Booking Fee will be applied to any reservation confirmed through our call center.
As a gesture of good will, I have authorized complimentary round trip travel for each of you, valid for a period of one year from today, to any destination on our system. Travel is subject to blackout dates and capacity controls and International Departure Taxes are not included. Certificate travel is non transferable. This offer is in lieu of the previously issued travel discounts and one way travel offer.
Your continued support is important to us. We hope to have an opportunity in the future to better serve you and regain your confidence in our airline.
AirTran Airways is guided by our mission statement which can be found on the following page. The Customer Relations Department mission statement, in keeping with company standards, states that we are “Dedicated to providing fair resolutions to AirTran Airways' customer concerns with consistency, empathy, and efficiency-everyday.” Again, I regret our failure in this instance.
Please do not hesitate to contact me directly, should you need any further assistance with this or any other matter.
Krista Ferguson
AirTran Airways
Customer Relations Specialist, E-mail
Subscribe to:
Post Comments (Atom)
3 comments:
Congrats! Huge win for customers- I really wish more companies would take action to improve their level of service. I still haven't gotten a satisfactory response from the MGM Grand. At this point, even if they comped a suite, I would never book a reservation there.
Great job to you for pushing this through, and to Krista for repairing the damage. Now hopefully the staff on your flight gets their act together!
Thanks! I am very impressed. Really wish it didn't have to get to this level since I talked to over 12 customer service reps in the process. Anyway, so glad that the time i took writing them is actually going to use.
My advice is to follow-up! It took me a good 3 weeks to get a response. They had to research everything and listen to the call logs I am sure.
I agree with your stance on not wanting to go back to the MGM Grand...but...what about their partners? Maybe they can offer something from them.
Thanks for reading =)
Colleen
Through a friend of mine, I was actually able to get in touch with the head of marketing. All she offered was to switch my room to the one I originally requested...the day before I checked out. When I told her I preferred to just stay where I was because I had an early flight, I never heard from her again.
I love some of their sister hotels, but I've had much better service at several of the other million hotels on the strip.
Post a Comment