South African Airways' reply
26 January 2007.
A while back I blogged about my South African Airways complaint. Then I blogged about the peculiar "Out of Office AutoReply" I received from SAA, in which they promised that "We will investigate and revert to you shortly."
SAA have now got back to me. which means that they take 10 days to reply to email complaints...feels a bit long, but it's not completely out of the ball park. Well here's their reply, and I do hope that it results in some improved service:
Thank you for your e-mail of 15 January 2007, please pardon our delayed response.
On behalf of South African Airways please accept my apologies for the inconvenience you and your wife endured while in our care. Indeed, it is the quality of service we offer which determines our duration in the business and whether or not we retain our customer. We were disheartened to learn of the behaviour displayed by our check in agent which explains why we end up with queues. It fills us with a sense of failure to note that despite the efforts directed at cultivating service excellence through training and coaching, there individuals who are yet to adopt a change. I have forwarded your comments to a Manager of Global Passenger Services to address the matter with Alexa du Toit.
We have noted your comments regarding the seats onboard our aircraft and the design thereof. We have shared your comments with our Product Development Department. I would like to assure you that our aim is to provide world class service and we are entirely depended on feedback form our valued customers to achieve this. I must agree with you, Mr Baker, that the suggestion that comfort is available in Business Class only, was not in order. We have informed the relevant Manager to provide necessary coaching as we realise that not everyone we take such a comment as likely as you did.
We appreciate the time taken to write to us and trust that you will afford us another opportunity to be of service to you.
With kind regards,
Thabo Boshomane
____________________________
Customer Care Executive Office
SOUTH AFRICA AIRWAYS
.............and here's my reply to Thabo: