Posted on Thursday 14 February 2008
Now this is an example of taking customer grievances seriously. Is anyone at HDFC listening???
From: Johan Jose (johanjose@gmail.com)
Date: Wednesday, February 13, 2008 07:02 PM
To: chairman@flykingfisher.com (chairman@flykingfisher.com)
Cc: kingclub@flykingfisher.com (kingclub@flykingfisher.com)
Subject: Rejection of Missing King Miles Claims
Dear Sir,
I’m writing this mail straight to you since I can’t avoid hearing you ask me, a loyal customer, to do so in the frequent flights I take from Ahmedabad to Kolkata and back aboard your fine air service.
My grievance is simply that there are two flights on stated route that have not been creditted to my frequent flyer account. This results in me remaining a base level member type instead of a red level. The wonders awaiting me after such a promotion are not very clear to me but nevertheless desirable since you’ve instituted this customer loyalty system yourself.
The two flights in question are:
1) XXXXXX PNR: ABCDEF
2) XXXXXX PNR: ABCDEF
The reasons for rejection are wrong date for the former and wrong flight number for the latter, which I personally believe are accurate since I typed these in off the ticket in hand.
What brings me to actually take the trouble of writing to you is the fact that the King Club helpline you’ve put into place, is thoroughly useless since either you are woefully under-staffed to have anyone attend calls or it’s just your way of having of making us listen to your very catchy theme song endlessly at STD rates. Basically, I can’t find anyone to speak to since your regular helpline doesn’t address King Club grievances and no one at the King Club number attends.
If your involvement could precipitate the speedy redressal of the stated grievances I would be most appreciative. As it is I’m a great fan of your beer.
Thanks & Regards,
Johan Jose
King Club Member
Membership Number: 14XXXXX
Membership Type: Base(?)
Total Miles: 2277(?)
Ph: 9XXXX XXXXX
9XXXX XXXXX
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The good times response:
Dear Mr. Jose,
Thank you for your email with your travel details.
We appreciate your feedback. Although it has has been our constant endeavour to offer you with the best services at King Club, we regret your experience with us and the disappointment we may have caused you. However, we trust that you will consider this a one time experience and continue fly Kingfisher Airlines.
We wish to inform you that the below mentioned flights have been recorded and will reflect in your account in 48 hours and can be viewed by visiting www.flykingfisher.com.
Flight Number Date Class FromTo
XXXXXX H KOLKOTA AHMEDABAD
XXXXXX H AHMEDABAD KOLKOTA
In future to avoid your King Miles not being tracked automatically we suggest that you ensure you provide your membership number at time of reservation and check-in.
Thank you for choosing Kingfisher Airlines as your travel partner and looking forward to serving you onboard the Good Times.
Yours sincerely,
King Club Team.
www.flykingfisher.com
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Well we’ll know in 48 hours…but thank you anyway!
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What 48 hours… heck I’m now a Red level member…. Woohoo… I have no idea what that means though, but I’m moving up the ladder… Hell, Yeah!
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Just when I thought things couldn’t get any better….
Dear Mr. Johan,
Thank you for your email of February 13, 2008 to our Chairman’s office.
We acknowledge your concern regarding the problems you faced with your KingClub membership. Please accept our apologies for any inconvenience caused to you. Your comments have been forwarded to the concerned team and the matter is currently being looked into.
We would request you to give us some time and we will revert to you soon.
Best Regards,
Rodney Shiri
Guest Commitment
Kingfisher Airlines
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Talk about customer satisfaction… I think this is what Harish Bijoor meant when he was hinting at Customer Orgasm.
Mr. Mallya, I’ve never really cared for you, likening you to a cheap Richard Branson imitation… but you sure run one fine airline !