JohnK
Veteran Member
- Joined
- Mar 22, 2005
- Posts
- 44,098
Service recovery is poor in my experience.Perhaps you could outline some of these shortcomings?
- MNL-HKG flight delayed and missed connection to BKK. I was with another AFFer in business. Last flight of the night. We were first at service desk. Best he could do was last flight of the night the next day. All flights were full apparently. Told to go to Novotel. As it turns out he booked us in same room. Different PNR, not related in any way just travelling together. Poor.
- Went to First Class lounge before going to hotel. Asked about earlier flight the next day. All flights full apparently. Had a drink and the other AFFer got onto ExpertFlyer and all flights the next day wide open. Went back to reception to show them and miraculously seats now appeared. Why lie? And yes I am not afraid to make them lose face. Don't lie to your customers.
- Another trip golf bag gets badly damaged. Report it in BKK. Nothing gets done for months after being promised a call as soon as I arrived in Australia. Had to chase up and eventually got the money for replacement golf bag.
There are other issues of poor service. Some staff are great when dealing with you face to face but then don't follow through with the action plan.
Service on board is OK. Greetings are hit and miss but not that I care.
If I had a choice I know which I would choose. Clearly. No second thought.