看過我上篇文章的人就知道,我寫了信去反應香港航空地勤的服務態度,它家的客服第一次動作很快馬上就回了信給我,然後跟我要了我的ticket number說要去調查,然後就這樣過了兩個星期,毫無訊息,因為我最近為了另一件事情,搞得身心疲憊的,所以也沒有特別的留意,後來覺得應該寫信問一下進度,沒想到馬上就回了...

不看還好,一看...真的火冒三丈的,根本就是忽悠我嘛!! 這樣的結果需要花兩個星期? 根本就是一個範本改個名字飛機航班就想了事的吧!! 不要想以為乘客看不出來唷,真的太扯了...

決定把他們的回應貼出來給大家看一下...

Dear Mr. XXXXXX ,
Thank you for your email ??th
(日期) June 2011, regarding your travel experience with Hong Kong Airlines, on HX???(航班)/??(日期)June respectively. Please accept our sincere apology for all the inconveniences that may have caused to you.

Similar to most of the airlines, each aircraft will be assigned with a few flights for a day (depends on the flight time of each sector to decide how many sectors to be assigned for that aircraft for the day). If there was a delay in the previous sectors, it might cause delay for the upcoming sectors for the rest of the day, for which, has always been part of the variable factors in an airline operation. 

Having said to the above mentioned, please rest assured that we had always try the best, to rotate the aircraft in such a way that could minimize the delay of the upcoming flights. 

Please allow us to restore your confidence with Hong Kong Airlines/Hong Kong Express Airways, we would like to send you a souvenir as a gesture of goodwill. Appreciate if you could provide your mailing address. We thank you once again and looking forward to the opportunity to serve you.

 Best Regards,

Customer Relations
Hong Kong Airlines Ltd / Hong Kong Express Airways Ltd


說實在話,我還真的挺失望的,沒想到連客服都這樣,還想送個小禮物想息事寧人喔...
所以我就回覆了他們,希望他們能夠好好的看一看,真的...拜託你們改進一下你們服務態度好嗎!!
不過我想他們可能不會採理我這種小咖的,對他們來說毫無殺傷力...

To whom it may concern,
I understand that there is always the unexpected, whether it is nature cause or human negligence. However, I still strongly believe that each airline should train its staff well and prepare these unexpected situations.  When it comes to an emergency situation, there is a need for the staff to put themselves in the passengers’ shoes and comfort them a little.
 
If they had tried to make alternative arrangements for me and my dad to get to our destination quicker, or at least put us up in the lounge to get some rest, we might have been less furious. In fact, they didn't do anything. NONE. When I asked if they could check other airline's tickets for us, thinking to repurchase to get home earlier, I was told that they could do that only if I was going to buy. 

My fahter and I were too nice and therefore didn't fight harder.  I was told by a friend that when her flight was canceled, she talked to the airline staff and later was arranged to a different airline to get to her destination. To me, that's trying. The truth is that you had left the stranded passengers fuming.
 
You don't need to send me anything. It was not my original intention, anyway. Things should have done at the time of happening, not after and trying to calm us down and make it go away. If you don't think that your staff and book of rules should improve, then I'll rather pay a better service airline for my money being spent.

Regards,
XXXXXX
(PS. 這個是從我的原稿貼過來的,不過我有改了幾個字,基本上都是一樣的)
寫完這個也是把這件事情告一個段落了,不想再花費精神在這上了,有點浪費我的時間的感覺...
要往我的遊記前進才行,不然對於歷史不好的我可能沒多久就全不記得了吧...哈哈~
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  • clairee0929
  • 對呀~ 別為了一顆石頭, 阻礙了你走下去的力量...

    搬椅子等文章~~^^
  • 終於...趕出一篇了,寫了好久喔...
    不曉得為什麼之前照片都放不上去...

    sweetpea 於 2011/08/28 13:14 回覆

  • 蔡小任
  • 呵呵,遊記快點寫啊XD

    年底打算去香港澳門,應該會搭港龍吧~
    (華航我一直覺得很可怕)
  • 有有有...過了這麼久終於趕出一篇了~呵

    對啊,港龍比較好,如果有什麼狀況像是delay,至少前後兩班飛機的時間沒有差很遠...
    我沒有去過澳門,不過我同事說澳門的東西挺好吃的~

    sweetpea 於 2011/08/28 13:16 回覆

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