In late 1998 I had a bad experience on United that caused me to write to the CEO. In my letter I noted that the usual response (based on my experience) was a coupon for a discount on a future flight. I told him NOT to send one since it would not be used. Six weeks later, guess what shows up: a coupon. I am less than certain that the letter was read. Bob Weinheimer Charleston, WV rmweinheimer@newwave.net > Date: Wed, 4 Dec 2002 04:58:36 -0800 > From: Matthew Montano <mmontano@direct.ca> > Subject: Re: EblueMail > > Left a comment card to United and put it in the mail. > > I was surprised when I actually received a *phone call* thanking me for > the comments. No action was required as it actually was a compliment on > the fact that United Airlines is (outside of bad winter storms in ORD) > ALWAYS on time, and I noted it and appreciate it. > > People do read these things! > > Matthew > > On Tuesday, December 3, 2002, at 09:14 AM, RT Simpson wrote: > > > In a message dated 12/2/02 7:34:20 PM US Mountain Standard Time, > > damiross2@attbi.com writes: > > > > > >> One thing about JetBlue is that they accept e-mail comments and = > >> complaints from their web page. On Saturday, I e-mailed them with my > >> = > >> observations (those mentioned above and a couple of others), then > >> left = > >> the house. I was really pleasantly surprised to find a full answer > >> = > >> waiting for me 2 hours later (not just an acknowledgement of my > >> e-mail = > >> but a full answer!) - and this was on the Saturday of a 4 day > >> weekend! I = > >> wrote back saying thank you for the rapid response. This is > >> something = > >> that I wish Southwest did. > > > > I agree..LUV remains behind the curve when it comes to email. Their > > position > > is it would increase their costs to answer the gazillions of email they > > receive daily. However IMHO it's the "old school" mentality of Mama > > Cass...er,Colleen and Uncle Herb. Neeleman is hip, happenin' and into > > high > > tech gadgets. But you can't argue with success when it comes to > > Southwest! > > > > RT Simpson > > Phoenix > > > >> > >> >