I wish writing - BLOGGING "negatively" about product or companies didn't work but sadly it does. It apparently works faster than actual and face-face complaint. This is evident with my PAL complaint, my previous entry.
Two (2) days after I blog and asked a few friends and acquaintances to share my dismay, PAL replies to me - in a not so Generic way. Still disappointing though because they obviously did not backtrack and read my previous letters of complaint (handwritten ones and emailed ones). I knew it because I have already responded to some of the points he raised in the non-generic email. The most annoying of which was about their email to me re:change in aircraft and not in schedule.
The staff's reply to me was quite proud as it highlighted the fact that in a way I shouldn't have really complained because they emailed me, noting of the date and time they sent their email about the change. And so I replied again to them and raised some of the following points which they were not able to answer in their first "personalized" email to me.
1. Standard for replying to complaints as it took them almost a month to reply to me. Imagine a passenger not as 'aggressive' as I am, I wonder when s/he will be heard. I asked for like a service timeline, a week, 3weeks? What's the standard?
2. For the 3rd time, I copied and pasted the email they sent me of Change in Aircraft and not sched (because again, quite obviously he didn't read my previous emails, perhaps just went through my complaint or blog fast and composed a semi-generic email response). I noted the same time and date as he did, so he'd see that He/They were wrong about their email.
3. Told about how efficient Cebu Pacific is in handling change of schedule of flights. They not only email, they text and even call the day before the flight to make sure passengers know of the change. I know this based on personal experience. And since PAL claim to be the BEST - I asked what they pursue on doing now with regard to this. They owe it to our FLAG to redefine best as they carry it in the skies.
I am still dissatisfied with their last reply. But I am ending this because it takes so much energy to be angry. What a pity really that this is the best that PAL can do, oh well. I just hope this doesn't happen to any of you in the future... I will invest my energies to something more productive now.
One last time --- see my SIDE COMMENTS on PAL's Letter.
18 August 2011
MNL/CPN/290711/37347
MS. MARIA KRISHNA JENNIFER SONZA
Dear Ms. Sonza,
We refer to your August 17th email.
Please allow us to explain, that we do respond to all the complaints that are brought to our attention. Anent to the complaint you raised, we havenoted that your email was sent July 26th, which we acknowledged (take note just ACKNOWLEDGED) July 29th.The case was assigned to the handling officer last August 1st. We do have astandard response time for complaints received which we do the soonest (napaka-RELATIVE naman kasi ng "soon" sana may timeframe if BEST kayo di ba. One week, 2weeks?) time we have completed our inquests.
With regard to the email that you received, we conducted a further investigation on the subject concern and we learned that due to the confusion caused by the migration of Philippine Airlines flights to Air Philippines, the emails sent at that time which were supposed to be for schedule changes merely indicated a change in the carrier. We do apologize for the apparent oversight in our initial response to you. (Ganun lang SORRY sa OVERSIGHT, TANGA kami eh, HINDI TALAGA NAMIN BINABASA ang mga COMPLAINT niyo ng maayos kasi sinabi mo yun, 2 beses sa email mo tapos sa blog din pero pinaulit pa din namin tinanong sayo, pasensya na.)
Ms. Sonza, thank you for bringing the matter to our attention. Although we are aware of instances wherein our service seems not to meet expectations, we believe that we are not lacking in our efforts to correct these shortcomings, perceived or otherwise. (haay, ang baba ng standards ng Asia's Shining Through. Kawawa naman tayo. ) Contrary to the turn of events, we hope that we will continue to enjoy your valued support and patronage. (wala naman kasing ibang masyadong choice di ba? Kung meron, hindi kayo ang choice ko, sa totoo lang)
Very truly yours,
REMIGIO C. ALINA
Customer Management Officer
Customer Relations
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