旅客的話

 

Johnny Wan

2013年1月3日當日昆明長水機場大霧天氣導致440個航班取消，機場滯留約7500名旅客，由於機場低於航班最低運行標准，造成大面積航班延誤，為雲南民航史上最大規模航班延誤。航站樓里，每個航空公司的櫃台前都擠滿了旅客，有部分情緒激動者和航空公司理論，絕大多數旅客井然有序地排隊等待退改簽。

我司昆明地服 Joe Sheng 當日展示出優越服務精神，收到旅客感謝函件， 以示鼓勵。

Joe Sheng(昆明站)

致香港航空公司客戶服務部: 

我來自香港旅客，貴公司馬曉萌專業的工作精神令人讚佩。本人遇到不少困難，又因電話手機 丟失，馬小姐不辭辛苦交送我本人手中。沒有遺失大量寶貴資料。本人萬分感謝馬小姐的工作精神和專業作風。

馬曉萌 (北京站)


 

致香港航空公司客戶服務部: 

陳聰 (成都站)



 

Dear Sirs

I write to commend one of your employees Mr. Huron Chen for his outstanding effort and service in Sanya today.

One of the most senior Executives of The Coca-Cola Company, Mr. J. Heaton had been booked into HX162 Sanya – HK today. We had received confirmation of the booking but due to manual error on Agency/your side, Mr. Heaton was not appearing on the screen for check in at the desk. Mr. Huron Chen intervened, helped the desk staff to search possible options and realized Mr. Heaton had been booked with the right name but wrong date (May 28 instead of March 28).

Huron kindly explained to us that manual error of this kind happen between these two months as their abbreviations are similar (May vs. Mar). He then immediately provided economy seat AND pass to your Lounge. Then he came to change ticket to business class in the lounge as Mr. Heaton had originally reserved business class. We were impressed by Huron’s proactive, kind, calm and effective approach. A great role model for your HK Airlines we believe as uncommon to see this level of commitment to customer service. A big thank you to Mr. Huron Chen on behalf of Mr. Heaton.

We count your will kindly provide acknowledgement/reply to this letter.

Best regards.

Roberto Guidetti
Vice President – Mainland China Franchise
The Coca-Cola Company


 

陳玉申(三亞站)












 

香港航空公司客戶服務部：

我是一名普通旅客。我原定乘2012年4月12日的飛機飛往香港，但由於個人原因沒有成行。在此期間得到你們公司機場服務部趙小姐耐心解釋及幫助，對此表示感謝。

本人乘坐過很多家航空公司，比如泰航，新航，瑞航，國泰，港龍，漢莎，芬航等等。好的航空公司優點都相同，不好的航空公司有各自的問題, 作為旅客感受很深刻。曾試過乘坐意大利航空的航班，不但行李丟失，而且索賠艱難，幸好這家公司倒閉了。

航空公司的每個細節都預示著公司的興亡與成敗，所以我看到貴公司欣欣向榮的一面，特表示感謝。預祝公司業務蒸蒸日上。

通用技術集團控股有限責任公司
緬甸代表處
張明

趙倩雯 (北京站)