Well it appears AirNZ cares so much about its customers that is has been used a 'form letter' to respond to complaints.
The same letter was sent to one person in February 2014 and more recent used again June 2014, This letter is totally focussed on the writers views which is counter to how a good complaint response should be written. A response to a complaint should focus on the needs of the complainant. This is lazy and uncaring behaviour, shame on AirNZ public relations team. Hundreds and thousands are daily spend by each customer and you cannot be bothered to write letters that address their particular concerns or is it you are receiving too many complaints to individually process?
See complaint letter no. 1 and 2 responses.
Hey team,
Had a great flight down to Wellington the other night with you, absolutely cannot fault the service from bag drop to landing. Thanks for providing that.
I was exceptionally disappointed however with your current in-flight safety video featuring models from the Sports Illustrated Swimsuit edition. I found the whole thing rather repulsive and it made me feel really uneasy and rather humiliated, being forced to watch the video (I assume we must as it's part of the safety briefing) whilst sitting between two ogling men.
The experience was completely degrading and I can't imagine it's very pleasant for your cabin crew to watch over and over again either.
What the hell AirNZ? You're usually so classy!
The same letter was sent to one person in February 2014 and more recent used again June 2014, This letter is totally focussed on the writers views which is counter to how a good complaint response should be written. A response to a complaint should focus on the needs of the complainant. This is lazy and uncaring behaviour, shame on AirNZ public relations team. Hundreds and thousands are daily spend by each customer and you cannot be bothered to write letters that address their particular concerns or is it you are receiving too many complaints to individually process?
See complaint letter no. 1 and 2 responses.
Hey team,
Had a great flight down to Wellington the other night with you, absolutely cannot fault the service from bag drop to landing. Thanks for providing that.
I was exceptionally disappointed however with your current in-flight safety video featuring models from the Sports Illustrated Swimsuit edition. I found the whole thing rather repulsive and it made me feel really uneasy and rather humiliated, being forced to watch the video (I assume we must as it's part of the safety briefing) whilst sitting between two ogling men.
The experience was completely degrading and I can't imagine it's very pleasant for your cabin crew to watch over and over again either.
What the hell AirNZ? You're usually so classy!
[name redacted]
--
Dear [name redacted],
Thank you for your feedback expressing your appreciation of our service and disappointment with the safety video.
As with each of our safety videos, Air New Zealand looks to deliver the key safety message in an entertaining and compelling way, while still delivering the necessary safety messages. As an opportunity to further lift our brand on the global stage, Air New Zealand partnered with Sports Illustrated on this occasion. Sports Illustrated Swimsuit magazine has 61 million readers and is widely talked about both online and by global media outlets. In addition, this video also allows us to promote the Cook Islands, a key Pacific Island destination which Air New Zealand has served for more than 60 years.
We appreciate that with each new safety video there will be some people who like the content and others that don’t. We have been careful to ensure Safety in Paradise has been produced in a way that is suitable for viewing by passengers of all ages. We were also very careful to ensure that the men, women and children who feature in the video are wearing clothing appropriate for the beach setting where they were filmed.
Notwithstanding this, you can be assured your comments have been noted and passed back to our Marketing team for their review and consideration.
Thank you once again for bringing your concerns to our attention.
Kind regards,
[name redacted]
No comments:
Post a Comment