Response from US Airways
Seems fairly routine and a lot of boilerplate, but here it is:
Dear Mr. XXXXX:
Thank you for contacting Customer Relations. We appreciate it when customers take the time to share their concerns.
I am sorry that your experience with our Philadelphia supervisor was unsatisfactory. Contrary to the behavior you witnessed, our airport representatives are trained to be sensitive and attentive to the needs and concerns of our customers. Given your description, this employee’s actions were not reflective of our commitment to providing quality customer care. Feedback such as yours affords us the opportunity to learn where and how we can improve our service not only to meet our customers’ expectations, but to exceed them.
It is disappointing to know our employees failed to provide the level of service you and we expected. This matter will be reviewed with the Philadelphia Manager so the issues can be addressed internally.
The US Airways Marketplace™ meal service is operated by an independent contractor who bases the amount of food supplied to US Airways on previous records of supply and demand. These amounts can vary greatly, and I apologize that the demand exceeded supply on your flight. Passengers are always welcome to bring their own food selections onboard if they wish.
Thank you for giving us this opportunity to address your concerns. We realize you have a choice when flying and we thank you for choosing US Airways.
Sincerely,
Karl Hiller
Representative, Customer Relations
US Airways Corporate Office
Case: US___________________
|