Customer Service Techniques Used at Airlines - Essay Example

? Our Airline believes in the importance of satisfying our s. We work hard everyday to meet the needs of our most important stakeholder group. The customers of the airline are valued and your opinions and concerns are of great importance to the airline. We are aware of your claim for a refund for lodging and tickets. It is very unfortunate that the whether caused a cancellation in your flight. The weather is a variable that is very hard to predict and can cause delays in the flight of airplanes. Delays in the flight of airplanes are a common occurrence in the industry. Cancellations are also common whenever Mother Nature decides to strike. If you were not aware the airline has a strict policy that prohibits its employees from giving a customer a refund for any event or lodging expenses that the customers incurs in even if a delay or cancellation of flight occurs due to whether conditions. This policy was created to protect the company from claims such as yours which are out of the control of the organization. The mission of the company is to satisfy our customers in every possible way. Our denial of your claim does not mean we do not value your business as a customer. The damage you incurred in has nothing to do with the activities of the airline. We are very strict in our policy because the only responsibility of the airline is activity associated with the flight of its airplanes. The resources of our airline are used in an efficient manner to provide the best customer service in the industry. Since the company was not able to provide you with the flight services you needed we most certainly will provide you with either a refund of your money spend on the flight or give you a credit to be spend on a different flight for the future. The firm’s policy on refunds is more flexible than some our competition due to the fact we provide customers with cash refunds, while other companies only provide a flight credit. We hope that this resolution meets your expectation. It is unfortunate that you miss your event. Our company is truly sorry about the inconvenience you incurred in due to the cancellation of flight associated with the weather. Your secondary claim that the mechanical misfit made the cancellation of weather occurrence obsolete is not valid. The mechanical problem did cause a delay, but the cancellation occurred due to weather conditions. The flight had a one hour delay due to a mechanical problem. Airplanes are machines that sometimes break down mechanically just like automobiles due. The safety of the customers is the number one priority of the airline. The airline under no circumstance was going to endanger the lives of customers by putting an airplane in the air that had any type of mechanical failure. We are truly sorry that you had to wait while our mechanics fixed the plane. Having a flight on time is not as important to the firm as ensuring an airplane is free of mechanical errors whenever a problem occurs. The safety record of our company is flawless. We understand that waiting for a mechanical error to be fixed is a hassle for the customer, but sometimes it occurs and we must deal with the problem accordingly. The mechanical error was not the reason that the flight was cancelled. The flight was cancelled after the one hour delay due to bad weather. There is no association between the mechanical error and the bad weather. The worries and concerns of the firm’s customers are a top priority for the airline. In the future we hope we can provide you with superb services if you decide to choose our company as your preferred airline. The mission of this airline is to ensure our customers have a great flight and reach their destination on time. Most of the time our flights leave on time and our customers get to their destination at the precise time their flight ticket specifies, but sometimes whenever the weather prohibits it flights are delayed and cancelled. The airline industry is highly regulated by the government. The Federal government has strict rules regarding flight leaving under bad weather conditions. Flying in an airplane is one the safest modes of transportation as long as pilots and airlines take the necessary precautions to protect the safety of its passengers. “The annual risk of being killed in a plane crash for the average American is about 1 in 11 million” (Ropeik). Our firm is a socially responsible company that cares about the well being of its customers and other stakeholder groups. We hope you understand that it was not the company’s intention for you to miss your music event. Our firm is sincerely sorry about the inconvenience and we hope in the future you will once again perform business with the company. The company appreciates all our customers and the intention of the airline is to always satisfy the needs of the customers. During the last fiscal year our customer surveys show that the firm is doing a good job of achieving customer satisfaction. The occurrence of a mechanical failure and weather storm happening simultaneously is a rare event. It was unfortunate that you had such bad luck of experiencing both events simultaneously. The mechanical failure and bad weather caused our customers to miss their flight which led to the domino effect of the passengers not being able to reach their destination on time. The firm wants to reassure you once again that this was not a normal event and that our company mostly delivers its flights on time. As our company policy states you are eligible for a refund of your ticket expenses or a store credit for a future flight. You can claim your refund by visiting the airline at your best convenience. We hope that in the future we can provide you with a great flight experience. Thank you for choosing our airline and have a nice day. Work Cited Page Ropeik, D. 17 October 2006. “How Risky is Flying?” 11 November 2012. Read More