The complaint I am making is that we were misinformed by a member of your staff initially! If it were not for this the incident would not have happened.
I am also complaining about the poor manner in which your staff dealt with this. Or rather did not after stating by PM (which I have proof of) that they would resolve the matter.
Again you are dismissing my complaint and absolving yourself from any responsibility in the matter by stating that you are 'disappointed to read that there was a delay to the delivery of your baggage up on arrival in the Philippines'. There is no apology that your airline made the actual mistake and you are shirking any accountability in this. This is extremely poor service. The other carrier are doing exactly the same.
Whilst it may be their responsibility to resolve the matter. You are not absolved of making a mistake or for poor customer service. This was also not made clear by your staff at the time and led to a very distressing game of cat and mouse, which is very unprofessional to say the least!
I expect your staff to be aware of the protocol and not make promises they cannot keep. There was a clear lack of communication between staff members, not to mention their knowledge on the procedures in place. This would have prevented time, money and stress! I doubt that you cannot take any responsibility for the aforementioned errors and I will be looking into to this.
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