Re: [抱怨] 達美航空真不愧是ダメ航空!!!

看板Aviation (航空板)作者STAR12時間15年前 (2010/10/26 06:16)推噓6(6推 0噓 17→)

留言23則, 7人參與討論串2/3 (看更多)

抱歉把原文刪除提供原Po另一種想法, 你可以把你的文章翻成英文之後在Delta網頁上的Customer Service留言網頁在這 http://www.delta.com/emailus/servlet/EmailUs?cmd=go 我的經驗是他們會給你合理的補償,並且你反應的問題也能"直接"讓他們的 Customer Service的部門瞭解他們的員工訓練出了問題我常搭Delta的飛機到處遊玩, 講一個我跟他們打交道的經驗,有一次我要用我的Delta里程換華航機票因為不是每個負責票務的人都很瞭解換華航機票的細節(很少美國人這樣換) 所以在溝通的時候花了很久時間, 再加上那個人講的英文有美國南方口音,又講很快, 我聽得不是很懂一直說" I am sorry", "say again"之類的連續幾次之後他就很不耐煩了,一直說我英文不好想掛我電話, 最後不知為什麼電話就斷了我當時很生氣,就立刻到那個網站留言, 說明我是何時打電話的,這是我的留言 I just called Delta customer service at 3:45PM (EST) on Feb. 13 to book a ticket, but the the person who handled my case cannot help me and was extremely unfriendly because she just wanted to blame me about my language , then, to terminate the call since she would not like to assist me. Could you help me to check who handle that call. I would like to compalin about this. I felt upset for that specific representitive and dissappointed about the the training for Delta employee. 結果隔天馬上就收到回信如下, Dear Mr. Lin, Thank you for sharing your concerns regarding the service provided while traveling with us. On behalf of everyone at Delta Air Lines, I sincerely apologize for the behavior of our reservations sales agent. I appreciate the time you took to share your comments regarding the unsatisfactory customer service you encountered, when you contacted us to book your ticket. After reading your remarks, I certainly understandwhy you wanted to bring this matter to our attention. I am truly sorry you did not receive the service you expected and should have received, as we expect our team members to be helpful and professional at all times. Please know I will be sharing your comments with our Reservations leadership team for internal follow up. Additionally, I also appreciate the opportunity to respond to your queryabout recording telephone calls. While we do record a sampling of reservation calls for training purposes, the tapes are not logged by customer name. As such, we are unable to locate the specific call mentioned. Again, I apologize for the discrepancy you described. As a gesture of goodwill for the behavior of our reservations sales agent, I have added 2,500 bonus miles to your SkyMiles account. Please allow 3 business days for the miles to be added. I hope I have been able to resolve any concerns you have about our customer service. As a valued SkyMiles member, your business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but exceed your expectations. Sincerely, Juanita M. Furtado Coordinator Customer Care 因為我沒有說明是那一位票務人員接的電話(通常一開始電話接通的時候,票務人員會說他的名字),所以他們沒辦法繼續調查,不過他們感到很抱歉,願意賠償我2500 miles 在我的Delta account,當下就覺得他們連沒辦法查證的事情都有心解決, 我想如果那時我把事情描述仔細, 他們應該會去真正的調查的. 你的文章對事件始末描述很清楚, 我想他們應該能夠找得出來是那位地勤做了不好的處理,給予應當的懲罰和加強之後的員工訓練補充一點,如果以後在日本遇到這種事,第一就是要搜證,把人的名字記下,現場狀況拍下來如果可以把他們的回答錄音錄下來更好另外,Call Delta的Customer Service會比直接跟地勤溝通有用,之前我在福岡要搭Delta換華航的票回台灣時,CHeck-in時突然告訴我沒有訂位紀錄,我用英文跟福岡的地勤,或是Call東京的Delta地勤請他們幫忙解決都沒有用當時我是直接打電話到美國的Delta的Customer Service,問題馬上就解決了 -- ※ 發信站: 批踢踢實業坊(ptt.cc) ◆ From: 216.195.20.131

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