Apology Accepted

February 19, 2009 By: erik Category: News, Travel 236 views

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Remember my post about being stuck in the Frankfurt airport for seven hours? Well, US Airways has apologized to me for the delay. And good on them. In my opinion, large corporations don’t do nearly enough in the way of apologies and voucher distribution, especially since vouchers are actually paradoxically profitable for business. I doubt I will be able to use the $150 they are offering, but I might.

Dear Mr. Rasmussen:

We are truly sorry for the inconvenience caused by the delay of flight 705 from Frankfurt to Charlotte on January 31, 2009 and for the impact this situation had on our valued customers. We recognize you expect reliable, convenient service and realize we fell short of that standard for your flight.

A thorough investigation of this incident revealed that a mechanical issue with the aircraft on the inbound flight was the reason for the unexpected delay. As the safety of our passengers and crew is our number one priority, we would not operate an aircraft that compromises this objective. Prior to departure, every aircraft must undergo numerous system checks by both certified mechanical and flight personnel before they are given clearance to depart.

To convey our apologies we have authorized a $150 Electronic Travel with Us Voucher (E-TUV) for each traveler as expression of our regret for any inconvenience you may have experienced. We hope you will allow US Airways another opportunity to regain your confidence. Your E-TUV is valid toward the purchase of travel on US Airways. Please be advised the E-TUV is not valid with Internet bookings. The E-TUV must be redeemed one year from the date of this letter. To receive the full benefit of this compensation please take a moment to read the enclosed terms and conditions of use. When you are ready to make your future travel arrangements, please call our Reservations Department at 1-800-428-4322 and refer to your voucher locator:

[REDACTED]

We are grateful for the opportunity to explain the circumstances surrounding your travel with us and would like you to return to US Airways for future travel. We appreciate your business.

Sincerely,

Ginny Canning
US Airways Customer Relations
Corporate Office

 
  • michael

    not valid for internet bookings? so if you pay $300-$400 more for your ticket over the phone you can have $150 off. what a deal!

  • http://www.erik-rasmussen.com/ Erik R.

    My point exactly about the profitability of vouchers. It’s better for them. But the symbolic apology makes me feel better about them as a customer, even though I can see through it.

  • Kevin

    Did you ever use it? if so how was the pricing over the phone?

    • erik

      No, actually I forgot all about this, which is probably just what they were hoping I’d do.