Comments on: You Have the Right to an Apology http://www.plannedobsolescence.net/you-have-the-right-to-an-apology/ falling indelibly into the past Sat, 05 Jul 2008 03:18:59 +0000 http://wordpress.org/?v=2.5.1 By: KF http://www.plannedobsolescence.net/you-have-the-right-to-an-apology/#comment-38 KF Thu, 29 Mar 2007 00:39:33 +0000 http://www.new.plannedobsolescence.net/?p=21#comment-38 <p>No doubt—Continental stands to lose a consistent customer, who spends a fair bit on plane tickets every year, if they annoy me too badly.  So they work on not doing that.  But why not cultivate the base of loyal customers, rather than playing only to those already known to be loyal?  How many people might become regular customers of a particular airline if, on being inconvenienced by delays, they received an acknowledgment and apology? </p> No doubt—Continental stands to lose a consistent customer, who spends a fair bit on plane tickets every year, if they annoy me too badly.  So they work on not doing that.  But why not cultivate the base of loyal customers, rather than playing only to those already known to be loyal?  How many people might become regular customers of a particular airline if, on being inconvenienced by delays, they received an acknowledgment and apology?

]]> By: Clampett http://www.plannedobsolescence.net/you-have-the-right-to-an-apology/#comment-37 Clampett Thu, 29 Mar 2007 00:13:37 +0000 http://www.new.plannedobsolescence.net/?p=21#comment-37 <p>"But how hard would it be for the airlines to issue such an apology to every passenger so inconvenienced?” </p> <p> Probably about as hard as sandbagging service to non- ‘platnium elite’ members. </p> <p> The difference in treatment might have something do do with your choice to invest in ‘elite’ status with the Airline, ya? </p> “But how hard would it be for the airlines to issue such an apology to every passenger so inconvenienced?”

Probably about as hard as sandbagging service to non- ‘platnium elite’ members.

The difference in treatment might have something do do with your choice to invest in ‘elite’ status with the Airline, ya?

]]> By: Jeff http://www.plannedobsolescence.net/you-have-the-right-to-an-apology/#comment-36 Jeff Wed, 28 Mar 2007 23:47:05 +0000 http://www.new.plannedobsolescence.net/?p=21#comment-36 <p>It’s nice to see an apology from an airline. </p> <p> I just flew on LAB from Bogota to Buenos Aires and experienced a 4 hour delay in Bogota and then a 27 hour delay in Santa Cruz, Bolivia. (At least LAB did pay for the hotel and food). Then LAB flew us unexpectedly to another city, Cochabamba, in Bolivia where there was a 3 hour delay before finally leaving for Buenos Aires. </p> <p> Fortunately, our trip wasn’t as bad as the four guys on the flight to Cochabamba who had just been flown by LAB from Cochabamba to Santa Cruz only to learn that they were being flown back to Cochabamba before going to Buenos Aires! </p> <p> Throughout this entire ordeal there was not one single apology from anybody on the LAB staff. Generally, South American airlines are very good but LAB doesn’t seem to care at all if their passengers are inconvenienced. </p> It’s nice to see an apology from an airline.

I just flew on LAB from Bogota to Buenos Aires and experienced a 4 hour delay in Bogota and then a 27 hour delay in Santa Cruz, Bolivia. (At least LAB did pay for the hotel and food). Then LAB flew us unexpectedly to another city, Cochabamba, in Bolivia where there was a 3 hour delay before finally leaving for Buenos Aires.

Fortunately, our trip wasn’t as bad as the four guys on the flight to Cochabamba who had just been flown by LAB from Cochabamba to Santa Cruz only to learn that they were being flown back to Cochabamba before going to Buenos Aires!

Throughout this entire ordeal there was not one single apology from anybody on the LAB staff. Generally, South American airlines are very good but LAB doesn’t seem to care at all if their passengers are inconvenienced.

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