Below is Air Canada's response after my email sent last week.
Dear xxxxxx :
Thank you for your email. We appreciate the time you have taken to contact us and are pleased to address your concerns. On behalf of Air Canada, I offer my sincere apologies for the inconvenience that you experienced.
Your email is a clear indication of your disappointment and we regret the poor impression we may have created during your recent travel experience from Toronto to Shanghai.
We expect our employees to serve our customers with kindness and respect and it is cause for concern when this does not happen. Your comments have been forwarded to the appropriate management team for internal review. We wish to assure you that we treat these matters very seriously and are intent on preventing recurrences.
I have also forwarded your positive feedback and kind words regarding the staff on your return flight, it is rewarding to learn that you were left with a favorable impression of the courtesy extended to you. Our employees are always pleased to know that their efforts have been recognized and appreciated.
We are aware that our operation is judged primarily by the image and service of our public contact personnel. All employees are expected to perform their duties in a courteous, friendly and efficient manner with a full appreciation of our customers' needs. Air Canada recognizes the value of customer satisfaction and therefore, we continually monitor and address the performance levels you should expect to receive from us.
As a gesture of goodwill, we are pleased to provide each of you with an electronic travel voucher in the amount of $100.00. These transferable vouchers may be used toward the purchase of Air Canada tickets for future travel on Air Canada and/or Air Canada Jazz and are valid one year from today. This means that they must be applied to new tickets purchased within that time frame, however, travel does not have to commence within the year.
Your voucher numbers are: 0140774xxxxxxxx Dxxxxxx Lx
0140774xxxxxxx Axxx Sxxxxxxr
If booking through our Call Centre, simply provide the number shown above to the agent at the time of booking
If booking on our web site or through a travel agent, please wait until travel has been completed to submit your online request for credit to the original form of payment. Simply visit the link below to redeem your travel voucher:
http://www.aircanada.com/en/customercare/emco/index.html
Your travel vouchers are fully transferable to the customer of your choice. Please ensure you indicate you are using your voucher as credit towards the purchase of a ticket for another passenger where asked on the online form if applicable.
Thank you for contacting Air Canada. We look forward to the opportunity of welcoming you onboard in the near future.
Sincerely,
Mary Ann Huggett
Customer Relations
Thank you for your email. We appreciate the time you have taken to contact us and are pleased to address your concerns. On behalf of Air Canada, I offer my sincere apologies for the inconvenience that you experienced.
Your email is a clear indication of your disappointment and we regret the poor impression we may have created during your recent travel experience from Toronto to Shanghai.
We expect our employees to serve our customers with kindness and respect and it is cause for concern when this does not happen. Your comments have been forwarded to the appropriate management team for internal review. We wish to assure you that we treat these matters very seriously and are intent on preventing recurrences.
I have also forwarded your positive feedback and kind words regarding the staff on your return flight, it is rewarding to learn that you were left with a favorable impression of the courtesy extended to you. Our employees are always pleased to know that their efforts have been recognized and appreciated.
We are aware that our operation is judged primarily by the image and service of our public contact personnel. All employees are expected to perform their duties in a courteous, friendly and efficient manner with a full appreciation of our customers' needs. Air Canada recognizes the value of customer satisfaction and therefore, we continually monitor and address the performance levels you should expect to receive from us.
As a gesture of goodwill, we are pleased to provide each of you with an electronic travel voucher in the amount of $100.00. These transferable vouchers may be used toward the purchase of Air Canada tickets for future travel on Air Canada and/or Air Canada Jazz and are valid one year from today. This means that they must be applied to new tickets purchased within that time frame, however, travel does not have to commence within the year.
Your voucher numbers are: 0140774xxxxxxxx Dxxxxxx Lx
0140774xxxxxxx Axxx Sxxxxxxr
If booking through our Call Centre, simply provide the number shown above to the agent at the time of booking
If booking on our web site or through a travel agent, please wait until travel has been completed to submit your online request for credit to the original form of payment. Simply visit the link below to redeem your travel voucher:
http://www.aircanada.com/en/customercare/emco/index.html
Your travel vouchers are fully transferable to the customer of your choice. Please ensure you indicate you are using your voucher as credit towards the purchase of a ticket for another passenger where asked on the online form if applicable.
Thank you for contacting Air Canada. We look forward to the opportunity of welcoming you onboard in the near future.
Sincerely,
Mary Ann Huggett
Customer Relations
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