Re: [心得] 不推薦國泰航空

[ccworker ( )]

※ 引述《Ecclestone (Freude am Fahren)》之銘言：
: : 訂位推給系統, 行李推給行李部
: : 而且還有一個很沒誠意的是, 延誤的行李並非送到高雄
: : 還"經查行李部門"咧!
: : 可能有人會說, 就給你賠償禮券了啊~還想怎樣?!
: : 是啊! 還能怎樣?!爆水果嗎?!
: : 很抱歉, 國泰已經是我的拒絕往來戶了
: : 為了要得到更實質的賠償
: : 在此出售禮券 US25 x 6
: : 歡迎忠實客戶來信出價, 價高者得...
: 魚翅的官方回應 一直以來都這麼制式
: 之前也是問為何延遲40分鐘起飛 和掉行李 還有等待時間機上沒有空調
: 1.須遵照航空管理帶過 詳情請洽飭臘角機場 (還可接受)
: 2.已轉達行李部
: 3.自動忽略

我拿我自己的經驗來給大家參考一下 (其實魚翅沒那麼糟)

去年九月從SFO回HKG搭國泰的飛機被弄得非常不爽
(雖然事後想想我有點澳客，覺得這樣捅cabin crews 有點過頭)
所以我回來之後就爆走在官網 留言
(以下是我挖出來當年的留言)

As a Marco polo member, I was upset for the flight I just took at xx th. Sep.,
CX*** from SFO to HKG. Its service is fair but should be the worst Cathay
Pacific experience for me.

Dirty toilet, which should be the worst one I have ever seen;
no choice for meal (my seat is in row 31, the 1st row in the cabin of
the economy class) so that I had to accept what I dislike;(他們的粥我不喜歡)
the earphone plug was out of order so that there was voice from one side only;
Moreover, there was no enough duty free stuff to buy.

The worst of all, the cabin crews ignored my instant noodle many times
(Not until I arrived HKG had I received the instant noodle, but other
white passengers around me all got it. I suspected it is owing to the racial
discrimination.)

Even though I am a green card member only, but I try my best to be loyal to CX
and suggest my friend to choose CX. However, with such kind of treatment, how
could I convince myself to be loyal in the future.
============================================================================
然後系統自動回覆

尊敬的xxxx先生
感謝您抽出寶貴的時間填寫意見書，我們已將有關意見紀錄於我們的資料庫中。
我們的客戶服務主任將會細閱您的意見，如有需要，我們將於二十個工作天內回覆。
以下是實用資訊及連結：
馬可孛羅會熱線：2747 5500（香港）或 [phone]（環球免費熱線）
環球訂位部及票務部, 您可在這裡查閱當地的聯絡資訊
http://www.cathaypacific.com/cpa/zh_INTL/contactus
行李服務：您可在這裡查閱更多資訊
http://www.cathaypacific.com/cpa/en_INTL/helpingyoutravel/baggageinformation
如您需再次聯絡我們，請再次登入http://www.cathaypacific.com/cpa/zh_INTL/contactus

您的意見對我們非常寶貴，我們並期望即將能再與您在國泰航班上見面。

國泰航空
顧客關係部　謹啟
============================================================================
之後在 fb的CX專頁也po了精簡版的complant, CX的回應是

Hi xxxx. We are sorry to hear about the unsatisfying experience you have
had with us. Would you please advise us your travel date? We will share
the case to relevant team for improvement. Thank you.
============================================================================
過了近20個工作天，我還沒收到官方回應，就傳真一封親筆簽名的抗議信
再去FB留言如下
Not until now have I received any feedback. I have tried the website
complaint (filled at 25th, Sep) and fax. The 20 working days has passed,
and there is no feedback, update, improvement, and, of course, nobody
apologized.
=============================================================================
結果在當天晚上我就收到e-mail了

Dear Mr xxxx

Thank you for taking the time to contact Cathay Pacific Airways,
advising us of your experience whilst travelling from San Francisco to
Hong Kong on 24 September.

We have duly noted your feedback regarding the inflight service you
received during the course of your trip and we are sorry if we fell
short of your expectations.

Kindly rest assured that your constructive feedback has been highlighted
to the relevant department heads responsible for the areas you have
commented on for their follow up action to be initiated.

We also believe feedback such as yours plays a vital role in staff
training and development and for your information, our cabin crewmembers
concerned will be briefed with regards to their performance so that they
appreciate the means by which improvements should be made. We are truly
grateful to you for bringing these matters to our attention as we depend
on our loyal customers such as your good self to help monitor our
performance.

In view of the inconvenience you encountered, I have taken the liberty
to credit your membership account with xxxx Asia Miles as a gesture of
goodwill on this occasion. This will be reflected in your upcoming
activity statement.

 Once again, thank you for expressing your concerns with us again; and
we hope your future travels prove to be more pleasant.

Yours sincerely

xxxxxxx xxxxxxx
Customer Relations Executive
Customer Relations Department
Cathay Pacific Airways
==========================================================================
他們最後給了我一些asia miles，我也不想再吵下去，就把這件事情這樣了結了。

簡單地講，我就是在網路上填意見調查表，鬧到FB上給所有的粉絲知道，
最後再傳真一封措詞強硬很不客氣(在國外指控種族歧視是很傷的)的信過去

==
後記:
結果今年我搭國泰的飛機去東京，回來的班機上，
座艙長竟然主動拿著意見調查表走過來說
"Mr. XXXX, would you mind filling the table for us again?"
然後坐我對面Cabin seat 上的空服員也在起飛降落時主動跟我聊天

我心裡os: 我該不會已經被你們列入觀察名單了吧？其實我氣已經消了啊啊啊啊啊

所以我又再FB的專頁上post
(人家變好也要鼓勵一下嘛)

In few weeks ago, I took the flight CX451 (@ 5th, May) from NRT to TPE,
and I have to say that the cabin crews' service was billions better than
what I saw in my previous CX flight, CX873 from SFO to HKG last year..

Moreover, I was deeply impressed by a friendly cabin crew member in the
economic class, I don't know her name but remember that she is a Japanese
lady.

Originally, I was disappointed by the poor service last year and would
like to run out of all my asia miles and then reject to be the member
anymore; however, now I think I will continue to choose Cathay Pacific
flight in the future.

回應是
Thanks, XXXX, we are glad to know you had a pleasant time with us, and
it's our pleasure to provide you enjoyable experiences. We shall definitely
pass on your compliment to the team on flight CX451, wish to welcome you
onboard again soon!


--


               Tomorrow is always fresh with no mistakes in it.

--
※ 發信站: 批踢踢實業坊(ptt.cc)
◆ From: 61.230.219.198
推 IDNK:不曉得原PO下次再搭魚翅航空會是什麼狀況XD
※ 編輯: ccworker        來自: 61.230.219.198       (06/17 21:08)
→ ccworker:希望是我想太多囉:p
推 aiyowaya:所以就是要用英文，然後就會怕你~
推 aiyowaya:不過回應還是很制式就對，我們會改進一句帶過
推 masadoso:樓上不要那麼民族自卑了啦，拍拍。
推 isaacc:奇怪，看到【民族自卑】這幾個字眼，還真是心頭火起~
推 ROCAF:香港人跟台灣人又不是同類 = =
→ sonymdplayer:罵歸罵但是升等的時候又好開心
→ Irene1029:CX應該覺得自己客服SOP還是很有用嘛 使出AM的哩數就KO了
→ Irene1029:個人感覺CX沒有MPC金卡應該都不會受到重視 無關抱怨管道
推 nickstarwind:很好奇 你的complain 值多少 AM points=   =
推 waileslee:有一次我DL官網抱怨的客服(新加坡)一整個不專業=>3500mi
推 heydandelion:看來是進觀察名單了XDDD
推 ddgf:其實只是因為你是member....沒啥觀察名單  原po想多了
推 loveayux:上次我補登里程打電話去CX問也是無效(我把boarding pass
→ loveayux:留在巴塞隆納)  後來正打算放棄的時候寫了一封英文信去要
→ loveayux:結果隔天馬上幫我入...XD  p.s.我是搭Iberia補登
※ 編輯: ccworker (59.189.187.173), 02/10/2019 20:41:16