l****z
发帖数: 29846 | 1 我的一个小印同事从瑞士回美国途中,机场上遭到Continental员工的刁难. 回来后马上
给Continental的CEO Jeff Smisek写email,email是这么写的:
Hi Jeff,
I am a loyal continental traveler and have been a silver elite status holder
for the last 4 years. On an average I travel domestically 2 times a month
in addition to overseas trips which vary from time to time. Last week when I
was traveling back to the US from Zurich, I had the worst experience with
your local Zurich staff (I was not able to catch her name but I have
described her below). The woman was rude, obnoxious and stupid. I am a US
green card holder and she would not allow me to check in until I showed her
the hotel receipts from my stay in Zurich. She also wanted details for
checking out early and if I paid my bills or not. This is a Continental
Representative asking me these questions not the immigration officers. I was
questioned more at the Zurich Airport by the Continental Representative
than by either US Immigration or Swiss Immigration Officers. The manner of
questioning seemed less official and more personally targeted. None of the
traveler in the line in front of me were asked such questions.
After this experience, I and my family refuse to travel overseas with your
airline. I have trips coming to Japan, China, India, New Zealand and I would
ensure not traveling by Continental Airline. I don't have an option but to
travel with you domestically but we would never travel with your airline
overseas. Since you are the CEO of the airline, I think you need to know the
short comings of your staff and there unprofessional behavior. Hope my
letter helps you retain other loyal customers.
Details of my flight from Zurich are:
My One pass number :
Flight no - CO
Date-
Description of the Continental Rep: Woman in her mid forties, black, chubby.
She had a mole above her lip I think right side. This woman was checking
traveler's passports at the Elite Access Que.
Thanks for the last four years of wonderful service,
结果Continental第二天就回信如下:
Dear ………
Thank you for your recent email to Mr. Smisek. He has asked that I respond
on his behalf. My apology cannot erase what happened, but I hope it helps to
know we take your concerns very seriously.
Mr. ……., the behavior you described receiving from our Zurich airport
representative, I assure you is not typical of the service we provide, no
matter what the circumstances, and on behalf of Continental Airlines, I
extend my sincere apologies for the negative impression we may have created.
All of our employees are expected to provide a friendly, efficient service,
and I regret that this is not what you experienced. We realize that their
response to your requests make the difference in your perception of our
overall product.
I have shared the information from your situation with our Senior Managers
in Airport Service Division of the Zurich Airport so that the corrective
actions can be taken. I assure you that our senior management team takes
these matters very seriously, and will further internally review this
situation, and take the appropriate actions.
You are a valued Elite member of our OnePass program and we strive to meet
your travel needs at all times.
Regards,
xxx xxx
Customer Care Manager
CO给了小印一个complaint的number, 估计结果是免费搞点里程吧.
xdjm们,大家都学习着点啊. 呵呵. | f********t
发帖数: 1255 | 2 He will get the same results if he just email a normal customer service
agent, instead of the CEO.
No one actually cares. |
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