 Dear AIRLINE,First off, let me tell you what a fabulous airline you have. I flew with you just last month, and I couldn’t have been more satisfied. I’m often very thirsty, but on your plane I was constantly offered a variety of beverages. I’m often hungry, but on your plane I was constantly offered a variety of snacks. I’m a very tall, and often tired man, but I found that cramped space was not an issue, and my seat couldn’t have been more comfortable nor my flight more enjoyable. I was so impressed with your service, AIRLINE, that as soon as I returned home I spray-painted my pet parrot Octavius the colors of your airline’s brand colors, and I taught him to say your tagline, “AIRLINE TAGLINE”. Octavius is actually getting better by the day in pronouncing your slogan, and I was wondering if you would be interested in him for an ad campaign. I figured, what better than an animal that flies (you’re an airline so the whole flying thing just fits right in), that’s the same color as your planes, and says your slogan. Thank you again for making me such a happy customer. I look forward to hearing back from your regarding Octavius. -John F. Reed ps – Octavius is very cooperative, especially if you feed him peanuts before he perfoms – just thought you should know before you fly him to Hollywood or wherever it is you shoot your commercials. If you bite him, he’ll bite you back. RESPONSES
From: "Customer Services" May 4, 2004
Mr. John F. Reed Dear Mr. Reed: We are in receipt of you email dated May 3, 2004. Thank you for taking the time to write. At ATA, we realize that our customers are the heart of our corporation and for this reason, customer satisfaction is the focus of our training. We are very pleased to hear that you enjoyed your travel with us last month. Your compliment has been filed and sent to the appropriate departments for review. Thank you for taking the time to share your recommendation to allow your pet parrot (Octavius) to start a new ad campaign for ATA Airlines. We are quite flattered that you and Octavius would go to such lengths to demonstrate your faith and loyalty to our airline. We welcome the opportunity to share your comments with responsible management in the areas covered by your recommendations. Again, Mr. Reed, thank you for taking the time to write. Comments from our valued customers are always welcomed and appreciated. We look forward to welcoming you onboard another ATA flight soon, and hope that all your future air travel experiences will be equally pleasant. Sincerely,
J.T. McNees From: "Customer Relations" To: "John Reed" Subject: Korean Air Reply Date: Tue, 4 May 2004 17:17:12 -0700 Dear Mr. John Reed: Thank you for taking the time to relay your warm comments to us. It is gratifying to hear that your recent experience with Korean Air has been a pleasant one, and that our services met your expectations. Customer feedback such as yours is instrumental in our ongoing efforts to satisfy the needs of our valued customers. Korean Air has made a commitment to its customers to ensure the highest standard of service and satisfaction. Your comments will serve as an example of a positive outcome of such efforts. We truly thank you for your patronage, and we look forward to be of your service for many opportunities to come. Sincerely,
US Regional Customer Relations Date: Wed, 05 May 2004 07:47:25 -0500 From: "Blankairlines Wecare001" To: johnfrancisreed@yahoo.com Subject: R2004/05-01794-00448-001 Dear Dr. Reed: Thank you for letting us know you enjoyed your travel with us. We also appreciate your offer to use Octavius for advertising purposes. I have forwarded your message to our Advertising personnel. You will be contacted if there is an interest in your offer. We look forward to welcoming you aboard again soon and appreciate your business. We welcome all customer feedback. Should you wish to contact us again, please do so via http://www.blankair.com/customerrelations and we'll be back with you as soon as possible. Sincerely,
Jan DeLancey Date: Thu, 06 May 2004 11:02:00 -0500 To: "John Reed" Subject: Re: CR-Compliments (KMM673842V59262L0KM) From: "Northwest Airlines" Dear John Reed, Thank you for your email regarding your satisfaction with Northwest. We sincerely appreciate all of your kind comments about your experiences on our flights. Octavius certainly sounds like a unique bird. I have forwarded your offer to use him in our commercials to our Marketing Department. If they are interested in pursuing the matter, they will be in touch with you. We look forward to welcoming you onboard your next flight. Sincerely,
Renee Berg Subject: Virgin Atlantic flight To: johnfrancisreed@yahoo.com From: Sarah.Boyle@fly.virgin.com Date: Wed, 9 Jun 2004 15:19:36 +0000 Dear Mr Reed Many thanks for your kind email message you sent regarding your recent flights with Virgin Atlantic. I was very pleased to read how much you enjoyed travelling with us, and would like to thank you for letting us know how impressed you were with the service you received. It really is a pleasure to receive correspondence such as yours, it makes all the hard work needed to maintain a high standard of service worthwhile. As far as Octavius is concerned, I do hope the paint was non-toxic! It caused quite a stir in the office when I read out what you had done! I don't think we will pursue your offer of using him in our campaign ads at this time, as we have Alice Cooper on board, and he seems to be making a good impression! Once again, thank you for taking the time to contact us. We look forward to welcoming you on board one of our flights again soon.
Kind Regards
Sarah Boyle |
