sábado, 22 de janeiro de 2011

Até a Air France pode ser elegante... A personal message from P-H Gourgeon, CEO of AIR FRANCE KLM and P. Hartman, CEO of KLM

Contribuição do mais elegante ainda amigo Marco Antonio FC Ribeiro

Boa noite Edmour.

Isto é realmente atenção com o cliente.

A Air France subiu na minha cotação. Se você quiser divulgar isso como um case, fell free.


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When travelling recently on our flights, you or a member of your family may have been affected by the consequences of the exceptionally adverse weather conditions which disrupted operations for several days at all the main airports in Northern Europe, including Paris-Charles de Gaulle and Amsterdam-Schiphol.

All airlines found themselves obliged to cancel many flights in order to adapt their flight schedules to the ability of airport authorities to clear the snow from runways and de-ice aircraft. Many of you waited for hours before your flight took off.

In these very difficult circumstances, we were unfortunately unable to meet all your needs. We are very sorry about this and would like to present our most sincere apologies.

AIR FRANCE and KLM staff did all they could to limit the consequences of this crisis, especially for all those who were travelling home or on vacation for Christmas.

Hundreds of volunteers came to assist their colleagues at the terminals in Paris-Charles de Gaulle, Orly and Schiphol. We booked about 50,000 hotel rooms for our passengers with connecting flights. Our call centres and ticket offices received five times as many calls and visits as usual. Close to 350,000 information messages were sent by e-mail, text or telephone to inform customers of the changes to their itinerary. We provided real time information on our websites, as well as on Facebook and Twitter. Measures were taken to enable passengers to postpone their trip or to refund unused tickets. Staff from both airlines worked round the clock to sort baggage which had been delayed and ensure it was delivered to its owners. Finally, we did all we could to return to a normal flight schedule as soon as the weather conditions improved.

With authorities and airports, we will further work on limiting the effects of such situations in the future and on improving the services you have the right to expect in the case of operating irregularities.

We thank you for your loyalty and your continuing trust in our airlines and would like to wish you a very Happy New Year.

Yours sincerely,



Peter Hartman

Pierre-Henri Gourgeon




For detailed contact information, go to: Customer support AIR FRANCE or Customer support KLM
Or send a message to your Flying Blue Service Centre here (via AIR FRANCE) or here (via KLM).





You have received this communication because you are a member of the Flying Blue programme. If you no longer wish to receive such communications from us, please go to www.airfrance.com or www.klm.com and log in to update your profile, or cancel your membership in writing.

AIR FRANCE and KLM are firmly committed to respecting your privacy. We don't share your information with any third party without your consent. For more information please read the AIR FRANCE Security Policy and Data Confidentiality Guideline and the KLM Privacy Policy

Flying Blue Service Centre, 94852 Ivry-sur-Seine Cedex, France. Société Air France, a public limited company with a capital of EUR 1,901,231,625, whose head office is at Roissy-Charles de Gaulle, France - Bobigny Trade Register Nr. 420 495 178. KLM Royal Dutch Airlines, a public limited company under the laws of the Netherlands, whose head office is at Amstelveen, the Netherlands - Amsterdam Trade Register Nr. 33014286.





Marco Antonio FC Ribeiro

Diretor Comercial e Desenvolvimento

Magus Invest. SA

55 21 33854920

55 21 94999452

Um comentário:

  1. Na mesma linha de preocupação com o cliente, peguei a Jet Blue de NY para San Francisco. O voo atrasou uma hora porque um dos tripulantes não apareceu devido ao atraso de outro voo. Tivemos que esperar a chegada do tripulante extra. Para comunicar isso tudo, o proprio piloto veio na sala de espera e explicou tudo para os passageiros pedindo desculpas. Três dias depois eu recebi um email da Jet Blue pedidndo desculpas novamente e me deram um "bonus" de US$25 na compra de qualuqer passagem da Jet Blue. Imaginem se a TAM resolvesse fazer isso aqui...!