The Perfect Storm

[Lord Mud]

Dave,

Thanks for the reply, it makes me feel somewhat better that you are able to address my needs directly in such an open forum.

I am however amazed that you are in some respects the front line of this airline when it comes to guest relations and that you are a volunteer for this FWIW.

I am still perplexed at DJ's lack of Guest Relations access to the regular customer. I am glad I am knowledgeable of this community and have the ability to resource it.

I am hoping that the points you mentioned will make future flights I have with DJ a better experience all round. Might I add one point however Dave, and that is if I could make one additional point that I hope DJ invests in. An sms delivery for when these things happen. I understand perfectly that it takes time to ring 140+ ppl in the event of a cancellation. But an sms or something of that nature will at leats notify pax that something is up and that they can be better prepared to make alternative arrangements. I don't know how that would impact you system but it is just a suggestion.

Not to detract from you reply, I really appreciate it, Is it ok if I pass on my details to you in a pm to pass along with my email?

 

[crazydave98]

I am still perplexed at DJ's lack of Guest Relations access to the regular customer. I am glad I am knowledgeable of this community and have the ability to resource it.

Hate to say both yes and no. If we provided a phone number it would be nigh impossible to man the phones to provide a consistent level of service because, unlike say a bank or telco or electricity provider, it would be dead quiet most of the time and go off the scale on days like you experienced and people would get more frustrated hanging on the phone for hours and making the situation worse. Using web/email allows us to address and respond to each complaint fully. Of course the best answer is not to get ourselves into situations like this in the first place by being more proactive with communications when things go pear shaped.

I am hoping that the points you mentioned will make future flights I have with DJ a better experience all round. Might I add one point however Dave, and that is if I could make one additional point that I hope DJ invests in. An sms delivery for when these things happen. I understand perfectly that it takes time to ring 140+ ppl in the event of a cancellation. But an sms or something of that nature will at leats notify pax that something is up and that they can be better prepared to make alternative arrangements. I don't know how that would impact you system but it is just a suggestion.

We do already have the SMS delivery capability and the plan is to use both SMS and email as primary communication channels to notify of disrupts and advise of alternative arrangements made (longer term we would like to be able to offer a short menu of alternatives maybe through CheckMate and have the guest select which works best for them). Of course guests will always be able to ring the contact centre to change arrangements.

Not to detract from you reply, I really appreciate it, Is it ok if I pass on my details to you in a pm to pass along with my email?

Yes of course please PM me.

regards
CrazyDave98

 

[Lord Mud]

Just a follow up to this thread,

It has been (not quite) 21 days since I lodged my feedback letter and I have not heard a whisper from DJ's Guest Relations Department. This morning I emailed on the webform again just to (possibly) prompt some response. But so far nothing.

I can't say how an organisation with such a "customer service" reputation and schtick is unable to respond to a simple email with its own 21 day turnaround.

 

[Mogul]

Just a follow up to this thread,

It has been (not quite) 21 days since I lodged my feedback letter and I have not heard a whisper from DJ's Guest Relations Department. This morning I emailed on the webform again just to (possibly) prompt some response. But so far nothing.

I can't say how an organisation with such a "customer service" reputation and schtick is unable to respond to a simple email with its own 21 day turnaround.

You seem to have a big axe to grind, one question is it 21 days or not ? You seem to be confused whether it is or isn't.

 

[Lord Mud]

No confusion, today is 21 days. I was just noting how close to 21 days it was when I posted that yesterday.

Since then I have been contacted by Guest Relations and the staff member was pleasant. She mentioned that what had happened was unfortunately something that happens which I agree with.

My axe to grind was the handling of the situation and the lack of forward planning or knowledge. She informed me that it is the basis for much of the current reviews being undertaken by the new CEO. (she also highlighted other areas of negative feedback to the airline including an underwhelming PE and possibly inadequate ground staff training). I was thanked for my feedback as it highlighted some of the issues they were facing. That was my ultimate intention the whole time. So I'm glad I have been responded to and that my feedback has been taken into account.

I was also granted a flight credit which I greatly appreciate. (At no time did I request anything nor make any demands which in part crazydave98 can attest to, as we have spoken a few times about this). I appreciate that this matter has been acknowledged and now resolved. My thanks to crazydave98 for his advice and assistance also.

I hope the internal review and outcomes from it are successful.

 

[crazydave98]

I was also granted a flight credit which I greatly appreciate. (At no time did I request anything nor make any demands which in part crazydave98 can attest to, as we have spoken a few times about this). I appreciate that this matter has been acknowledged and now resolved. My thanks to crazydave98 for his advice and assistance also.

I hope the internal review and outcomes from it are successful.

Thank you Lord Mud. I also confirm at no time were any demands made or compensation solicited but am happy our Guest Relations team used their discretion. Hope to have you back on board for a more pleasant experience soon.
cheers
CrazyDave98