Complaint reply letter 6C Ip Wing Yeung, Jason
Dear Ms Chu,
Re: Complaint regarding your damaged cello and the attitude of our staff on 1st June
I am writing on behalf of the Customer Services Department of Hong Kong Airlines. We are terribly sorry for the trouble caused and we ensure you that some actions will be taken to remedy the situation.
According to our staff, you were unhappy that your cello was damaged when you opened the case in Heathrow Airport. In fact, the airplane met air turbulences during the flight, so many passengers’ luggage also dropped down. Unfortunately, your cello was damaged seriously too. Despite the fact that we picked up your luggage immediately at that moment, it had already been broken. We are terribly sorry for the incident and we guarantee you that some actions will be taken to remedy the situation.
Besides, you were unhappy with the attitude of our staff. According to our staff, when you found that the cello was damaged and talked to our staff, they simply asked you to fill in a form and said they would follow the case accordingly. You think that our staff treated you impatiently. We are terribly sorry that our staff failed to offer you satisfactory services and prompt response due to a great amount of passengers. After this incident, we have set some guidelines for staff to follow so that we can prevent similar problems.
Furthermore. I have agreed with the leaders that they will create a code of conduct. The code of conduct is help ensure our staff follow the code when dealing with the luggage, particularly the fragile one. It can help avoid the probability of similar incidents from happening again. Moreover, we have a leader in each team to scout our staff to prevent unsatisfactory services.
I do hope that you will continue to choose our airline services . We guarantee that we will provide excellent quality services to you and everyone who choose our airline services.
Yours sincerely,
Chris Wong
Chris Wong
Manager
Customer Services Department Hong Kong Airlines