In my previous post, Hawaiian Airlines bureaucracy, irksome…to say the least, I told of my recent dealings with several representatives of the airline as I tried to ascertain if my family was eligible for a reduction in airfare for reservations we’d booked prior to receiving an email touting a better rate.
Long story short, we could only apply if we cancelled our prior booking for which we’d have to pay a penalty, or watch for another email and call in again to see if we could get the better rate.
I can see you’re grimacing as I did, and others to whom I related this story. Duh??? Would you mind running that past me again?
Unfortunately, it’s the truth, the whole truth, and nothing but…
Feeling I’d hit a bureaucratic, brick wall, I did what any red-blooded American housewife would do under the circumstances…I wrote a six-page letter to the President and CEO of Hawaiian Airlines, Mr. Mark B. Dunkerley detailing my experience from start to finish, including the various emails sent me by the six or so employees with whom I’d been in contact. I copied the three executive vice presidents and sent the letters priority mail to ensure that they didn’t travel by way of the South Pole. I jest, of course. Although I did want them to receive my correspondence sooner, rather than later…or never.
I realized Mr. Dunkerley might never read the letter. Most likely his executive assistant would redirect it to whomever she felt should handle the matter. It’s probably rare that a company’s top man bothers with such matters, although my husband informed me that his company’s President/CEO always reads mail addressed to him. This doesn’t surprise me since I know the man, and he’s one-in-a-million. I’ve not yet met another high-ranking executive who is as concerned about people as he is.
My husband felt certain I’d hear back from a director…at least. But no. My concerns weren’t even warranted that level of handling. Instead I was referred back to the senior counselor in Consumer Affairs from whom I’d received the last email advising me to look for another email offering a lower rate.
The woman told me my letter to Mr. Dunkerley had been referred to her for handling. Talk about bypassing all the levels between the head honcho and a clerk. It’d be like free falling from the top of the World Trade Center to the ground floor.
Closing the lid on my case once and for all, I was informed that in our upcoming trip to Hawaii our family would be allowed one piece of checked luggage for free. Well, I guess that’s something.
Funny thing is, an apology for what I’d experienced in the way of poor customer service would have sufficed. Acknowledging that my family’s business, present and future, meant a great deal to Hawaiian Airlines would have gone a long way in securing our patronage. We would have applauded their efforts on setting the record straight to right a perceived wrong.
Upon reflection, our family agrees that the airline industry as a whole is totally immersed in the “bottom line.” Passengers are simply a means to that end. Management is too busy dreaming up ways to take our last dollar, while the lowest employees on the totem pole are charged with making sure we remain parted from our money.
So as I said to Mr. Dunkerley in closing…“Customer satisfaction is a relic of the past, it seems. As is passenger loyalty.”
…we all do…what we have to do…corporations and individuals, alike…
…sad, but true…