The customer wrote a letter to the airline complaining about a recent poor experience. [1] Their flight was delayed and then ultimately cancelled, but different airline agents provided inconsistent and incorrect information about the flight status. [2] The customer was frustrated that the airline failed to properly communicate the cancellation to all staff members. [3] The customer demands to be compensated for the inconvenience and expenses caused by both the equipment issue leading to cancellation and the miscommunication among airline employees.
The customer wrote a letter to the airline complaining about a recent poor experience. [1] Their flight was delayed and then ultimately cancelled, but different airline agents provided inconsistent and incorrect information about the flight status. [2] The customer was frustrated that the airline failed to properly communicate the cancellation to all staff members. [3] The customer demands to be compensated for the inconvenience and expenses caused by both the equipment issue leading to cancellation and the miscommunication among airline employees.
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The customer wrote a letter to the airline complaining about a recent poor experience. [1] Their flight was delayed and then ultimately cancelled, but different airline agents provided inconsistent and incorrect information about the flight status. [2] The customer was frustrated that the airline failed to properly communicate the cancellation to all staff members. [3] The customer demands to be compensated for the inconvenience and expenses caused by both the equipment issue leading to cancellation and the miscommunication among airline employees.
Copyright:
Attribution Non-Commercial (BY-NC)
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Download as DOC, PDF, TXT or read online from Scribd
June 21, 2004 Customer Service Uphigh Airlines 8423 Green Terrace Road New York, WA 65435
Dear Sir or Madam :
As a frequent flier of Uphigh Airlines, I am extremely disappointed
at my most recent experience with your company.
I arrived early for my scheduled flight (#6099) to Chicago. Upon
checking the electronic display in the terminal, I saw that the flight was listed as Delayed. I immediately asked the agent if she had any additional information. Despite my polite demeanor, she responded rudely, stating, “You can read. You know as much as I do.”
As the scheduled time of the flight grew nearer, my anxiety level
grew as well. It was imperative that I make my connection in Chicago, and had my original flight been cancelled, there were another airline that could have accommodated my needs.
However, another agent of your company assured me on three
occasions that the flight was not cancelled, just delayed. Ultimately I learned the flight was indeed cancelled due to an equipment issue it knew would not be resolved for several hours. Even worse, it was the last available flight to Chicago that day.
Here is where my frustration reaches its peak: Upon leaving the
terminal, I visited the main airline office, where I was told that the flight had been cancelled two hours earlier, but that fact was apparently not passed along to all agents. While weather- and equipment-related delays are understandable, the level of miscommunication by your staff is not.
I believe Uphigh Airlines needs to take full responsibility for the
inconvenience and expense I suffered due to your company’s inability to plan for equipment problems, as well as the communication breakdown that occurred among your staff.
I expect to be compensated in the form of vouchers or similarly
made whole. I await your response within two weeks.
Graeme MacArthur Lacey v. Cessna Aircraft Company, A Corporation Hanlon & Wilson Company, A Corporation Teledyne Inc., A Corporation and John Does 1 - 10, 862 F.2d 38, 3rd Cir. (1988)