Алексей Скробов Голосов: 2 Адрес блога: http://ask-v.livejournal.com/ Добавлен: 2010-07-15 11:02:03 блограйдером Lurk

SWISS Customer Research

2011-06-15 15:02:56 (читать в оригинале)

Пришел прикольный опросник от Swiss Air. Так как обещали 2 билета по Европе нахаляву, я поучаствовал.
Опросник про чувака, который требовал компенсацию за то, что его рейс задержали на 3 часа. Нужно, типа, оценить правильность работы одела клиентской поддержки. 
Меня, вообще, очень удивило, что за такую ерунду реально струсить с авиакомпании 100 франков. У нас бы в России на такое письмо бы даже не ответили. А тут спрашивают, не долго ли, что ответили через 3 дня(!) и не мало ли, что предложили только 100 франков компенсации(!).


You have planned your vacation a long time ago and now you are looking forward to a relaxing time. You are ready to go, you have packed your bags, and your friends have brought you to the airport. You affectionately said goodbye to each other. Then you checked in your luggage and went through the security check. Now you are waiting to enter the plane.

But then there is a delay and you cannot enter the plane. You ask the staff at the SWISS counter several times about the reasons for the delay, but you get no satisfying answer. You are very angry and feel as if SWISS has let you down. After three hours of waiting, you can finally enter the plane, but frustration and anger spoil your start of the vacation.

After your vacation you write the following complaint to the complaint department of SWISS:

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SWISS International Air Lines
Customer Services
Mailbox
CH - 4002 Basel


Dear ladies and gentlemen

Actually I wanted to fly with SWISS to Portugal to start my well-earned vacation. Unfortunately, the flight was late. At the airport SWISS has not delivered a satisfactory explanation for the delay and I was repeatedly put off. Free drinks and snacks were not offered during this time. Since I was forced to pay for food and magazines myself, I expect compensation of the expenses of CHF 100, - from SWISS. This amount of compensation is securely appropriate.

While I was waiting I asked the SWISS-staff several times when the plane would finally board and depart. Unfortunately, I was told in an unfriendly tone that SWISS has no information about the actual time of departure. The famous Swiss kindness was missing entirely.

After a long three hours it was finally clear that we can board the plane and depart. Completely upset and disappointed with SWISS I started my vacation. In this way it does not work! Therefore I ask for your statement.

Best regards
Your customer
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After 3 days the complaint department of SWISS responds to your complaint with this letter:


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Dear SWISS customer

Thank you for the feedback on your trip to Portugal with SWISS. This is extremely valuable for the continuous improvement of our services.

We regret that your flight departed with a delay of three hours and that you had to start your vacation with an unpleasant waiting time. The reason for this delay was a storm and the closure of airspace at the destination airport. Unfortunately, bad weather can sometimes delay a flight. We hope that you had a great time in Portugal after all.

We understand very well that you are dissatisfied with the service from our staff on site at the airport. Our staff failed to give you helpful information and to make the waiting time with drinks and snacks as pleasant as possible. For this we sincerely apologize to you. Especially SWISS wants to provide you a perfect travel experience with the Swiss-friendliness and excellent quality. So you keep SWISS in good memories, we gladly refund your expenses of CHF 100,-. We will remit the money immediately to your account.

We would be pleased, therefore, if you forgive us the inappropriate treatment by our staff at the airport and give us the opportunity to provide you with a perfect travel experience at the next trip. If you have any questions please do not hesitate to contact us.

Best regards from Basel
Your Customer Services
Swiss International Air Lines