love this long winded letter I got that didnt address any issues .. Ha noi 15 October 2014 Dear Mr. Anderson Craig Thomas, We are writing in reply to your complaint regarding the customer services of Vietnam Airlines. On behalf of Vietnam Airlines, we would like to express our sincere apology for any inconvenience you have experienced. We thank you and highly appreciate your straight comments and photos attached that are very helpful evidences for our correct actions. We are seriously concerned about your comments on the lack of service skills and professionalism you encountered from our cabin attendants in flights. The negative impressions you have been given is very regrettable. Furthermore, they certainly have to be seriously reprimanded and undergone the retraining about procedures and customer services for better performance. Besides, we have taken your comments to the notice of all our crews and trust the warning given will deter them from these bad behaviors in the future. Your comments about our in-flight equipment and ground working facility errors…have been noted for immediate actions to correct the errors and take measure to avoid these inconveniences and destructive impression to the passenger. By this letter, also allow me to share with you the point that according to Vietnam Airlines regulations, which can be found on our website or our authorized agents, for international flight, counters are opened 2 hours 30 minutes before Scheduled Time of Departure and closed 40 minutes before Scheduled Time of Departure. (vietnamairlines/wps/portal/en/site/before_you_fly/at_the_airport/check_in_timings?lang=en&country=vietnam&country_code=VN&) In fact, on the 11/9/2014 at Noibai Int’l Airport, you presented at the time when check-in counters for the coming international flights had not yet been opened till 12.18pm as earliest per the above regulation. To my regret, the unprofessional attitude of our staff in handing your request caused dissatisfaction to you. Mr. Anderson Craig Thomas, in thanks of your helpful comments for our better services, we would like to offer you 4000 miles on your GLP’s account with Vietnam Airlines. On the way of development, Vietnam Airlines very much appreciates our customer’s valuable comment, suggestions and understanding. They are encouragement for us to improve our service further. Once again thank you very much and we look forward to serving you better in the next flights. Yours sincerely, Huynh Thanh Lan General Manager Marketing Research and Customer Relations Division
Posted on: Sat, 25 Oct 2014 16:15:35 +0000
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