Report:
Dear CEO,
I am writing to inform you about the recent increase in complaints regarding Blue Yonder Airlines' customer service, baggage issues, and delays in flight schedules. In the past few months, we have received numerous complaints similar to the ones detailed in the letters attached.
The two specific complaints received are as follows:
1. Mrs S. Silva was double-booked on Flight 1575 from Johannesburg to Cape Town on 8th January 2019, causing her to miss an important business meeting and lose a potential client. She is requesting compensation in the form of two round-trip domestic tickets and R3000.00.
2. Mr L. Mabuza experienced lost luggage on Flight 655 from Cape Town to Johannesburg on 2nd February 2019. He has not received any updates on the status of his claim for reimbursement for his lost items and is seeking immediate compensation.
To address these issues, I recommend the following urgent actions:
1. Improve customer service training for reservation agents to prevent double bookings and ensure proper handling of customer complaints.
2. Implement a more efficient system for tracking lost luggage claims and provide timely updates to affected passengers.
3. Review and revise our compensation policies to ensure fair and prompt reimbursement for customers who have experienced inconveniences or losses due to our services.
I will be working closely with the Customer Services Department to address these complaints and implement the necessary changes to improve our services. Please feel free to contact me if you require any further information or updates on our progress in resolving these issues.
Thank you for your attention to these matters.
Sincerely,
[Your Name]
Customer Services Coordinator
Blue Yonder Airlines
You are the Customer Services Coordinator for Blue Yonder Airlines.
Over the past few months there has been an increase in complaints with regards to the Airlines customer service, baggage issue as well as delays in flight schedules.
The CEO has asked you to send her a one-page report on the main issues and include the specific details of the two complaints in the letter below. Provide recommendations and actions that the company needs to implement urgently in the report.
Letter 1:
Mrs S Silva 12th January 2019
158 Brown Road
Johannesburg
8986
Complaints Department
Blue Yonder Airlines
Cape Town International Airport
5245
Dear Sir / Madam,
I recently had a very frustrating and extremely costly experience with your airline. I feel that I am owed compensation from Blue Yonder Airlines for my expenses.
On 8th January, 2019, I was confirmed on Flight 1575 from Johannesburg to Cape Town. I was traveling to a very important business meeting that would determine whether my firm acquired a much-desired client. I arrived at the airport well in advance of my flight’s scheduled departure but discovered that your reservation agents had double booked the flight's seats. Despite my protests, I was informed that there was no room for me on the flight. I missed my flight and lost my client.
I paid in advance to confirm my reservation. Moreover, we had a contract. You had an obligation to reserve and hold my seat. Therefore, as compensation for my experience, I would like you to provide me with two round-trip domestic tickets to any location I choose in the next year and R3000.00 in cash. Nothing can compensate me for the professional loss I sustained, but I want to ensure that you think seriously about your commitments to customers. Treating them badly will only bring you bad publicity and loss of business.
Please call me at 082 456 1230 by 30th January 2019, to confirm that I will be compensated for this distressing experience. If I don't hear from you, I will report you to the appropriate regulatory agencies.
Sincerely,
Mrs S. Silva
Letter 2:
Mr L Mabuza 12th February 2019
2 Silver Street
Cape Town
8986
Complaints Department
Blue Yonder Airlines
Cape Town International Airport
5245
Dear Sir / Madam:
I recently had an extremely upsetting and very costly experience with your airline regarding lost luggage. I request compensation from Blue Yonder Airlines for my losses.
On 2ND February 2019, I traveled on Flight 655 from Cape Town to Johannesburg. When I reached the baggage claim area, I discovered, after a 40-minute wait, that my luggage was lost. I immediately contacted the baggage claim representative, who assured me that it would be on the next plane. That was more than three months ago.
I was told that I would receive compensation within 90 days from the date that you received my claim form. It has been more than 90 days, and I must insist that you reimburse me immediately. I have spent hours filling out claims forms and have made 10 futile phone calls, but no one can answer my questions or even tell me the status of my claim.
I am missing items that cannot be replaced. To add insult to injury, I am faced with obtaining compensation for those items that is far less than they are worth.
I have enclosed an itemized list of what was lost in my luggage along with the current replacement costs. The total seems reasonable to me, considering the poor treatment that I have received.
Please call me at 072 555 5555 within seven days with confirmation that my request will be honored.
Sincerely,
Mr L. Mabuza
1 answer