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Guest’s email

First of all I had pre chosen my seat, I would have liked to be informed that the seat I had chosen does not extend back. To make things worse is that there was an older gentleman in front. The flight attendant helped him to the point that his seat extended beyond the limit it should. She did not bother to take care that his seat was right in my face. It was one of the worst flights I have ever taken in my life. I have been flying a lot. Also you are not supposed to be served frozen water nor salad on your flight. If you are giving out food and beverages, you should take care to what you are serving. There should be other options other than Indian cuisine on a flight. There was tons of room on the flight that I could have been moved for the inconvenience that I was being put in. IM seriously thinking about not to use Etihad again and what makes me really nervous is that I have another upcoming long flight again soon to take. Really I'm so agitated as when I came I was not hydrated and headaches big time for the lack of communicability of seating and serving and just common sense to take care of your guests.

Response

Dear Ms Dawson,

Thank you for your correspondence.

I regret to note the inconvenience you experienced whilst travelling on flight EY123 of 6 July 2015 between Cairo and Abu Dhabi and onward travel on flight EY456 to Washington.

I am concerned to note your observations on our Cabin crew. It is our policy to follow-up on all Guests comments and incorporate them into the operational review of the manager responsible for the service. I have therefore forwarded a copy of your correspondence to the Cabin Crew Performance Manager for his attention, and a better handling of the situation.

I am sorry to note your feedback on the meals offered. I apologise for any disappointment. The meal service is an integral part of the enjoyment of the flight, and as an individual, your choice and requirements are essential to its fulfillment.

It is an aspect of our service that we work hard to get exactly right, not least by paying close attention to our Guests views. Your comments will be shared with our managers, as constructive and timely feedback can only aid us in keeping the standards we have reached and adhere to as high as expected from all of our valued guests.

I would like to mention that Etihad Airways is committed to providing a high standard of in-flight catering as we have always placed great emphasis on quality and careful preparation. Please allow me to assure you that a copy of your correspondence have been shared with our Catering Manager for his attention and a necessary review with the respective caterers.

It is only through valuable feedback such as yours that we can continue to develop a product, which meets and exceeds both guest expectations. We see guest feedback as a vital part of our growth and development, and are grateful to all guests for their guidance in helping us to achieve our goals.

I do hope that this experience will not deter you from travelling with us in the future and we look forward to the opportunity of welcoming you on board our services again soon.

Yours sincerely,

Write&Delight template: Original and revised versions

Original template: Visa Transit / Revised template: Visa Transit
Dear Mr Jones,
Thank you for your correspondence.
We appreciate the time you have taken to let us know your experience whilst travelling on Etihad Airways flight EYXXX on XX XXX XXXX from XXXXX to XXXXXX.
Having read your letter, I can understand how disappointing the events you have described must have been for you due to your transit visa issues for your onward travel XXXXXX to XXXXXX.
I would like to explain that visas are indeed a very complex issue and it is the responsibility for the proper maintenance of travel documents, visas and other such legal requirement to that of the individual traveller.
I can appreciate all the hassle and inconvenience you underwent due to the fact that you did not possess a transit visa in advance.
For further reference in this respect, you may refer to the below Article from our Conditions of Carriage on our website:
Article 13 – Administrative Formalities
13.1 GENERAL
13.1.1 You are responsible for obtaining and holding all required travel documents and visas and for complying with all applicable laws, regulations, orders, demands and travel requirements of all countries to be flown from, into or through which you transit.
13.1.2 We shall not be liable for the consequences to any Passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
In view of the above we hope that you will understand our position.
Thank you for writing. / Dear Mr Jones,
Thank you for writing to us about your recent travel to [destination]. I am sorry to learn about the inconvenience you experienced because you did not have a Transit visa for your onward travel to [destination]. I’m sure it was stressful when you discovered you did not have this required document.
Please understand that each guest is responsible for obtaining and holding all required travel documents and visas and for complying with all applicable laws, regulations, orders, demands and travel requirements of all countries to be flown from, into or through. For more information on guests’ visa responsibilities, please refer to our Conditions of Carriage, Article 13.
Visas can indeed be complex. For future travel, please visit the Visa Application Centre at our website. We also offer information on visa types and fees and documents required for each type of visa.
We look forward to seeing you on another Etihad Airways flight again soon.
Sincerely,

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Guest’s email

On 18 July, I had a flight from Dhaka to Abu Dhabi (EY123) at 21:45. In my zone during service, a Cabin Crew member named Katherine Sousa was taking care of me and five of my friends. Katherine was very kind, responsible and warm—always smiling and giving us everything we asked her for. I hope all Etihad crew will do the same when I will be flying this airline the next time. She proved to me that my money was spent in a perfect way for the perfect service.

Thank you Etihad for this flight,

Mrs Helen Kane

Officer’s Write&Delight response

Dear Mrs Kane,

Thank you for taking the time to let us know about the positive experience you and your friends had when you were traveling to Abu Dhabi in July. I am delighted to learn that our Cabin Crew member Ms Katherine Sousa provided you with smiling, responsive service throughout your trip.

We will let Ms Sousa know how much you appreciated her. I have shared your feedback with Ms Sousa’s Performance Manager, and she will be recognised for her kindness and warmth on your flight.

We look forward to welcoming you on another Etihad Airways flight in August.

Sincerely,

Actual response

Dear Mrs Kane,

Thank you for your feedback.

We were delighted to read that you were very happy with your experiences and thank you for taking the time out to advise us of your enjoyment of Etihad and our services. We continually strive to improve the service we offer our Guests and it is encouraging to receive such positive feedback. Our customer’s comments are one of our best guidelines in evaluating and improving our service and product range. We are constantly looking to improve and make our services both on board and on the ground more attractive to our Guests.

It is only through valuable feedback such as yours that we can continue to develop a product which meets and exceeds Guest expectations. We see Guest feedback as a vital part of our growth and development, and are grateful to all guests for their guidance in helping us to achieve our goals.

We have taken cognizance of your compliment with regards to the Courteous and professional approach of our cabin crew Ms Katherine Sousa that she went the extra mile to assist you and she was able to perform her duties to an exemplary standard.

Your comments have been passed on to her crew performance manager to influence future reviews.

Again, thank you for writing and we look forward to welcoming you on another Etihad flight in the near future.

Yours sincerely,

Leslie O’Flahavan, E-WRITE / / Page 1