Senator skrev:Det var nära att jag skulle tro det eller ej, göra ett inlägg i "det gjorde ni INTE bra" tråden, men det här hanterades snyggt.Jag skickade följande till Swiss igår klockan 15.45:
Dear Swiss Team,
First of all, I want to give praise to the First Class onboard staff LX14 on 28 Dec and LX15 on 10 Jan. Travelling with a happy-go-lucky toddler of 1 year 9 months can be challenging at times. The outbound had a full cabin due to operational upgrades. Despite this, the care and attention given to us was outstanding and beyond expectations. We understand finding small children in First is something that divide people.
Our return on LX15 we had the luxury to have the entire cabin to ourselves. Royal treatment again, and nothing but praise and appreciation to the crew.
My "complaints" are First World problems, but nevertheless I want to put them across:
1. We've now been four times in the FCL A and E with a toddler. I think a simple gesture would be to get a child seat for both lounges. Lufthansa does have some in theirs.
2. When I booked the trip arriving into JFK, we picked JFK due to the previous experience of "Meet and Greet" at the plane. This was now gone. Perhaps outside your control, but regretful nevertheless.
3. My real concern is divided into two parts:
a) When I booked, I also looked at the renovation of the JFK FCL and the Swiss website said it would be completed by 19 December (still does). We picked JFK over EWR due to this
b) The day before departure I rang the First Class Hotline to check. They didn't know, but promised to email me an answer. Nothing occurred.
So we selected JFK on the basis of FCL and pre-flight dinner. This was not available at the (rather nice) Etihad Lounge. Only simple offers. I asked at check-in for alternatives, and was not given any.
So we went to have a meal ourselves, and I would like to ask to be reimbursed for this meal. As you can see, nothing fancy or flamboyant but this is JFK airport so even a beer and burger costs. If we would have known at the time of booking this wasn't available, we would have taken Newark instead and visited the United Polaris Lounge for dinner.
Regards,
First Name Last NameIdag klockan 09.30 fick jag...
Dear Mr. Senator
Thank you for your email of 13 January 2020 and the very nice compliments.
I am glad you and your family had a good journey with us and enjoyed our services. I have forwarded your compliments to the corresponding departments. I am sure they will be very pleased reading your remarks.
In regards to your criticism, I have requested internal information in order to answer you. I kindly ask for your patience. I will contact you again as soon as I will receive the answers.
In the mean time for any further questions, I stay at your disposal.
Yours sincerely
Andri
Och nu klockan 15.15 dök följande upp:
Dear Mr. Senator
Thank you for your patience. In the mean time I have received the requested information.
SWISS endeavours to always provide our guests with a flawless service. I regret we were unable to do so on this occasion.
In the name of SWISS, I would like to apologize to you and your family for the inconveniences caused.
I would like to share the following information with you:
I have talked to the Maître de Lounge in Zurich today and suggested to add child seats in our First Class lounges. He advised me that they are already looking into doing so, as there has been a demand for it. Thank you for your feedback, the responsible department for our lounges will implement this service in the near future.
Regarding the refurbishment of the Lounge in New York I have received confirmation that by mid February 2020 the remodelling of the lounge will be completed. I regret we had to delay this re-opening of the First Class lounge; the reason was that there had been unexpected delays of suppliers.
The missed Meet and Greet service as well as the email not obtained by our service center does by no means correspond with our high vision of quality and service standards. I regret this very much. Your satisfaction as a SWISS Senator is very important to us. We would like to assure you that your constructive criticism is valuable and will of course be taken seriously. I have therefore forwarded your email to the responsible persons at the relevant departments for further evaluation and quality assurance.
As a token of apology I have taken the liberty to attach a restaurant voucher of the value of SEK 1 470.00. I hope you can enjoy a pleasant evening and a fine dinner with your family at a restaurant of your choice.
Dear Mr. Senator I sincerely hope that my explanations have lead to a better understanding. We surely look forward to welcoming you and your family on board SWISS again.
Yours sincerely
Andri
"And that folks, is how it is done to deliver Customer Service". Ohört snyggt hanterat av Swiss och sjukt snabbt, under ett dygn!Klicka för att utvidga...
