Comments on: Open Letter to the CEO of Alaska Airlines http://blog.greenpeg.com/2008/08/16/open-letter-to-the-ceo-of-alaska-airlines/ High Impact Customer Service Solutions for IT, Help Desk, and Call Centers. Thu, 09 Sep 2010 16:57:13 +0000 http://wordpress.org/?v=2.1.3 By: Jim Schmidt http://blog.greenpeg.com/2008/08/16/open-letter-to-the-ceo-of-alaska-airlines/#comment-455 Jim Schmidt Mon, 08 Sep 2008 16:43:52 +0000 http://blog.greenpeg.com/2008/08/16/open-letter-to-the-ceo-of-alaska-airlines/#comment-455 I think Alaska Airlines did the best possible job they could in responding to my concerns. I would like to share with you the very professional and considerate response I received from their Customer Care Representative: August 19, 2008 Dear Mr. Schmidt, On behalf of Bill Ayer, I appreciated receiving your email regarding your travel on August 12, 2008 from Anchorage to Seattle. By taking the time to contact us, you have not only given me the opportunity to assist you with your concerns, but also to consider what we can do in the future to prevent a similar situation from occurring again. I sincerely apologize for your experience with Alaska Airlines. Alaska Airlines genuinely cares about providing you with a safe, efficient, and friendly travel experience. We pride ourselves on our longstanding reputation for providing extraordinary customer service to our guests. Based on the circumstances you have described, it is clear to me that we have fallen short of expectations, both yours and ours. While we understand the importance of a quick, convenient check in process, there are factors that will occasionally cause long lines at the baggage/ticket counter. I apologize for any inconvenience you experienced. I also appreciate your suggestions concerning improvements to these lines. I have forwarded your comments on to the Anchorage Customer Service Manager for review and consideration. Mr. Schmidt, I once again apologize for any inconvenience you or your father experienced. As a customer service gesture, I am including two Discount Codes. Discount Codes may be redeemed for a discount off of a future ticket purchase at www.alaskaair.com. The discount is available for your use for one year from the date of issue. Please reference the appropriate code below at the time of booking. Complete rules and restrictions can be found online at www.alaskaair.com. I hope that you will accept my invitation to join us on another flight. I'm confident that we will once again live up to your expectations. Sincerely, Susanne A. Customer Care Representative I think Alaska Airlines did the best possible job they could in responding to my concerns. I would like to share with you the very professional and considerate response I received from their Customer Care Representative:

August 19, 2008

Dear Mr. Schmidt,

On behalf of Bill Ayer, I appreciated receiving your email regarding your travel on August 12, 2008 from Anchorage to Seattle. By taking the time to contact us, you have not only given me the opportunity to assist you with your concerns, but also to consider what we can do in the future to prevent a similar situation from occurring again. I sincerely apologize for your experience with Alaska Airlines.

Alaska Airlines genuinely cares about providing you with a safe, efficient, and friendly travel experience. We pride ourselves on our longstanding reputation for providing extraordinary customer service to our guests. Based on the circumstances you have described, it is clear to me that we have fallen short of expectations, both yours and ours.

While we understand the importance of a quick, convenient check in process, there are factors that will occasionally cause long lines at the baggage/ticket counter. I apologize for any inconvenience you experienced. I also appreciate your suggestions concerning improvements to these lines. I have forwarded your comments on to the Anchorage Customer Service Manager for review and consideration.

Mr. Schmidt, I once again apologize for any inconvenience you or your father experienced. As a customer service gesture, I am including two Discount Codes. Discount Codes may be redeemed for a discount off of a future ticket purchase at www.alaskaair.com. The discount is available for your use for one year from the date of issue. Please reference the appropriate code below at the time of booking. Complete rules and restrictions can be found online at www.alaskaair.com.

I hope that you will accept my invitation to join us on another flight. I’m confident that we will once again live up to your expectations.

Sincerely,

Susanne A.
Customer Care Representative

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