Paul, You said you wanted to ‘help re-accommodate you any way we can.’ Among other things. Then you asked for my feedback via twitter. Then in a un satisfying one way response you said this same exact thing that you did in the email that told me the flight was canceled. You acknowledge that you were experiencing heavy call volume but failed to address the feedback provided, which you directly asked me for. Not only was the experience of dealing with a canceled flight difficult and unpleasant but the rental agreement we had was not what the hertz agent thought it was and it ended up costing us $700 to drive home. All because you canceled a flight in Portland with no mechanical difficulties for no valid reason. At least no reason you have stated. Sorry, the standard copy in you email’s tells me nothing. And just because you repeat it in your reply to my feedback does not make it more informative. So to recap, you canceled my flight, forced me to take on an additional $700 cost and an all night drive so I could make it to work on time and still failed to address any of the three points I made in the form you asked me to fill out. I’ll say it again, Really? That’s how you help in any way you can? I have no reason to either use your services again or recommend them to anyone I know. You said you wanted to ‘help re-accommodate you any way we can.’ Among other things and then said oh important feedback is to you but you sent it from a no-reply email address? Is it that feedback is important but customer interaction is only valuable as a one way channel? Matt
7/8/2013 ~ 2 min read
