From: Customer Relations Service Department [mailto:customer@thaiairways.com]
Sent: Monday, November 24, 2008 11:23 AM
To: Elaine Tsai
Subject: Re: Issue ISS00045679
S4/00045679-WB
Dear Ms. Tsai,
Thank you for your e-mail written regarding your flying on board from Teipei to Seoul on board TG634 on November 7,2008.
We were very sorry to note that you experienced the defective duty free goods on board the above flight, and truly regret the lapse in good service received from the cabin crew on account of service attitude and performance in the way mentioned. Please accept our sincere apologies for the overall inconvenience and any unfavourable impressions created. Certainly, your comments have been brought to the attention of our In-Flight Services Department for further corrective action.
The particular Air Purser should be contacted for additional coaching of the necessity to provide the prompt service with hospitality and courteousness for passengers, in order to achieve the high standard of service, for which we are famed. So there will be no repetition of such incident. Feedback such as yours are taken seriously as an invaluable asset in allowing us to take corrective measures wherever necessary for the betterment of our future performance. Thank you for bringing your experience to our attention, allowing us to know our staff's actual performance, which does lead to further improvement as necessary.
We only hope that we may have the opportunity to be of service to you again during your future travels, when we will be able to offer more satisfactory service to you. Until then, we send you our best wishes.
Yours sincerely,
Weraluck Bhensuwan
for Ton Loharjun
Department Manager
Customer Relations Service Department
18 Nov.
今天終於把抱怨信寫好、寄出去了，不過我不太期待泰航能有怎樣的「善意回應」，
反正有抱怨就算是出一口氣啦！ 如果有收到泰航的回應我在PO上來跟大家分享囉！
Dear Customer Service,
After the recent awful experience flying with your airline, I feel that I must make a formal complaint and let you know exactly how your customers are treated on board so you can take appropriate remedial actions.
I was travelling with a good friend to Korea for a holiday and we were passengers on flight TG634 departing from Taipei to Seoul on Nov 7. There were a couple of incidents that I'd like to report relating to your flight attendant, Ayara.
1. Normally, guests are greeted with smiling flight attendants but Ayara kept a straight face when serving us while chatting with other colleagues with smiles and laughers.
2. When handing out the arrival customs form, again she was not friendly at all and rudely asked "are you Korean?" instead of questions like "Mam' do you need a visa for entering Korea?" Despite the rude service, I would expect that by answering "no, I am not Korean," she would have given me all the forms applicable for foreigners. At the customs desk, I was asked to leave the line by the officer to complete a form that she had forgotten to give me (the most important form for foreigners entering the country). Due to her negligence, it took me another half an hour to re-line up for the customs.
3. When serving meals, again we were treated rudely and the napkins/hand towels were thrown instead of handed to us.
4. After dinner, my friend and I was excited about purchasing duty free gifts and have selected the items as well as filled out the order form. After pressing the service bell
5 times and waited for more than 30 minutes, no staff came to serve us. Meanwhile we can still hear the attendants behind the closed curtains chatting. During the 30 minutes wait, Ayara did walk past our seats and I raised my hands trying to get her attention, but she ignored us while quickly passing through. There were no other staff around and no other dedicated time for duty free purchasing so I had USD 300 - 400 cash with no where to spend it.
Finally, it was not until I asked another staff for a feedback card and Ayara's name that she started smiling at us and trying to make a conversation as we got off the plane.
This leaves me with 3 questions:
1. Do you condone staff rudeness to passengers?
2. Does Thai Airways have appropriate staff training on customer service and in particular forms relating to customs for passengers?
3. Is Duty Free products not provided on your flights? Or do you not wish to make any commissions from duty free items?
I want answers to these questions because I travel frequently and I organize frequent trips for groups of friends. In fact, this is the third time I've travelled with your airline to Seoul and I have received poor service every time, but this is the worst. Your elder flight attendants are polite, courteous and very helpful but the new and young staff seems like they have not passed the proper training in customer service. I would like to know if Thai Airways is a low-service and low-courtesy airlines and if it is, I will make my future travel choices accordingly, and ensure that my colleagues, friends and family do likewise.
I await your response.
Best Regards,
Elaine Tsai
我想寫一封信去投訴泰航的空服員，昨天台北首爾的飛機上，他們的空姐Ayara實在是太超過了，
OH, Nice Ear phone! (帶著超親切的笑容，就像航空公司廣告上那種熱情又溫馨的笑容）
我裝作沒聽到，繼續走，結果他叫住我，又再說一次：
Mam' your ear phone is very NICE~~~
我裝了假笑回她：Oh, thank you.....
其實那時候我快要吐了，你是知道我即將投訴你，所以想來挽救嗎？
我其實當時是想跟你回的不是 oh thank you...而是： non of your business...and it's too late for that actually!!!
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