Sending in positive feedback on FA's or airport staff to airlines

[jbda2017]

Wondered if anyone with more info or who works in the industry can advise what actually happens when you provide positive feedback on feedback forms about airline staff (airport or flight attendants or otherwise?) I usually try and write a feedback form or a message on twitter at least to airlines if I've had a particularly good experience or someone's gone out of their way to try and solve an issue. But does that get anywhere? A few years ago, a QF 717 FA told me that he was trying to get allocated to widebody planes and writing positive feedback really helps when it comes to reviews. But wondered how that works for other airlines?

 

[flyingfan]

I remember these admittedly very dated comments:

M

Post in thread 'Qn for 737 regarding Staff Feedback'

Jul 22, 2010

I have received compliment letters and in my experience we get a letter from a manager thanking us for our work and then a copy of the letter, e-mail, fax etc from the passenger.

Thankfully I have not had to deal with a complaint, but imagine you would probably get a phone call from your manager to please explain.

Excel awards can be nominated by fellow staff but there is also the Qantas Frequent Flyer People's Choice Award.

I encourage you to nominate any Qantas employee, from ground staff to cabin crew if they have really done something above and beyond. You can read more about...

• milehighclub

Thread 'Qantas eXcel Employee Recognition Program‏'

Feb 28, 2013

I thought I would share this email I received today.

It is worthwhile putting in your positive feedback via the QF Customer Care email system -

Dear Anna

Thank you for your comments regarding your positive experience with our
Qantas Business Lounge staff member who took such good care of you
during your time at the terminal.

Your comments clearly demonstrate that she delivered the quality of
personal service, interest and care that we strive to provide our
customers. As a result of the positive impression you received from her,
she has been nominated for a Qantas eXcel Service Award...

• Anna
• Replies: 11
• Forum: Qantas | Frequent Flyer

• 

 

[markis10]

I provided feedback on a fight back from Haneda last year where the crew could not do enough for us:

Dear Mark

Thank you very much for contacting us with your lovely comments about your recent flight. We are always keen to hear back from our customers and are so happy when it is great feedback like this.

We want to make your journey as comfortable as possible so we are very pleased to learn that you enjoyed your time onboard. When people take the time to write in and thank our team it honestly makes their day, so I’ve sent a copy of your email through to our inflight teams and I know that they will be really pleased to read what you have to say.

We are grateful you took the time to write and look forward to welcoming you aboard again soon.

I believe they discontinued the excel program after Alan Joyce won it 5 years in a row (maybe making that up )

 

[Seat0B]

I’ve wondered about this too @jbda2017.

Some years ago I decided to be as quick to compliment as I am to complain. So I make a habit of asking to speak to a supervisor when people do a good job - usually much to their surprise. Most recently did this for the SYD Int- Dom transfer area security lady who gave my my permanent pat down (2 knee replacements) - she was delightful and made it not such a miserable experience. Her boss was surprised it was a compliment but delighted to hear it and said it did go on their personnel file.

But I never know how to do it and what happens if it’s not possible to give immediate feedback at the time. And I sort of think that a written compliment is somehow more substantive than a verbal one.

 

[drron]

Yes I would email personal compliments on staff but usually on AA for airlines but a few to QF as well.
I know AA took it to heart. A purser we travelled with on AA Trans Pacific let me know he gets to read them and I had made one FA very happy. As a young one she was a last minute replacement on the flight. The flights to Japan were highly rated so always very senior staff. You can read that as old. The one I complimented was put on the list as a permanent replacement Trans Pac.

In the early days whenever I did it for QF staff the return email always said they had sent the message on to the Staff member concerned.

 

[jbda2017]

I wondered particularly what happens to airlines in the US which can be so hit or miss. I flew on an AA flight out of MIA and the agent at the admirals club went so far above and beyond. In the US - particualrly at AA where it hasn't seemed like they've valued customer service for a while (and I doubt airport staff ever get positive feedback) - I wondered what actually happens. Similar for QF phone service. I've had some unbelievably good operators out of AKL and HBA.

I’ve wondered about this too @jbda2017.

Some years ago I decided to be as quick to compliment as I am to complain. So I make a habit of asking to speak to a supervisor when people do a good job - usually much to their surprise. Most recently did this for the SYD Int- Dom transfer area security lady who gave my my permanent pat down (2 knee replacements) - she was delightful and made it not such a miserable experience. Her boss was surprised it was a compliment but delighted to hear it and said it did go on their personnel file.

But I never know how to do it and what happens if it’s not possible to give immediate feedback at the time. And I sort of think that a written compliment is somehow more substantive than a verbal one.

 

[Human]

A couple of years ago on a Qatar flight I had a flight attendant who was just that perfect mix of patient, cheerful, proactive, efficient and friendly. I asked her for the contact details of the airline so I could put in positive feedback.

A few minutes later the Cabin Manager came to thank me -- apparently on Qatar when positive feedback is submitted, it benefits not just the individual flight attendant concerned, but the entire crew who are working that cabin. She didn't elaborate but the impression I received was that it's taken into account for future reviews and promotions.

I did submit the feeback and received a reasonably full response stating, among other things, that the flight attendant "will be most delighted to hear about this when we convey to her your message".

 

[Mattg]

This was covered a bit here:

Why I Send Airlines Compliments for Great Service

Most passengers don't take the time to compliment great service, so airlines love it when customers do. They often pass on the feedback to the employee and their manager.

www.australianfrequentflyer.com.au