Who's reading my blog? Other than HM who blogs fervently?
No one's watching sounds good. At least this is my private space in a public domain. The thought of someone reading some very private thoughts sound scary, especially when I put up something that I may come to regret.
By the way, weekend mornings look like good time to blog for me - no mad rush to work, no worries of phonecalls, no one to vie using the computer with me.
Saturday, February 26, 2005
PC's Theory
HM and I had a reunion with 2 boys who worked with us back in the "Supradyn" days. The crappy one's still crappy; the quiet one's still very quiet...ah...how comforting to know that not all things change in a snap.
I spout some nonsense, as usual, but occasionally it came out quite wise. I was trying to introduce CH to J, and J was trying to find out how's CH like. I said this to J,
"Getting to know someone is like writing on a paper. A blank sheet gives you room to fill up the space with your imagination, a crowded piece limits your thoughts. Get to know this person with no pre-conceived impression and you'll find the friendship building more interesting"
How...er...philosophical?! :D
I spout some nonsense, as usual, but occasionally it came out quite wise. I was trying to introduce CH to J, and J was trying to find out how's CH like. I said this to J,
"Getting to know someone is like writing on a paper. A blank sheet gives you room to fill up the space with your imagination, a crowded piece limits your thoughts. Get to know this person with no pre-conceived impression and you'll find the friendship building more interesting"
How...er...philosophical?! :D
Picks / Priorities of the Week
Movie to watch: Lemony Snicket - A Series of Unfortunate Events
CDs to listen: Best of HOCC, Kenji, Twins
VCD to watch: Faye in Concert
Concert to look forward: Fish Leong!
Housework to do: Tidy up the wardrobe
Things to buy: Jeans, work garb + what worn beneath
Work to complete: Runway Website and Brochure
Dessert to crave for: Gelato at Mediya supermarket
Activity to coordinate: the 4/1 reunion
Phonecall to avoid: code Y and T
Gadget to fix: my Cutie hard-disk
p.s. it's finally raining as I was blogging this...
CDs to listen: Best of HOCC, Kenji, Twins
VCD to watch: Faye in Concert
Concert to look forward: Fish Leong!
Housework to do: Tidy up the wardrobe
Things to buy: Jeans, work garb + what worn beneath
Work to complete: Runway Website and Brochure
Dessert to crave for: Gelato at Mediya supermarket
Activity to coordinate: the 4/1 reunion
Phonecall to avoid: code Y and T
Gadget to fix: my Cutie hard-disk
p.s. it's finally raining as I was blogging this...
Saturday, February 19, 2005
Taipei Recommended: Day 4 - 6
Day 4
As we set off for Yangmingshan on Day 4 morning, we attempted to find breakfast at Shilin. It's amazing to see how Shilin shopping area transform to a wet market by day! Anyway, we had such hard time finding food until we entered a small lane where we had simple but ok noodles (Taipei's noodles are good in general). XY and I are smitten by 雪菜, which we initially mistook as酸菜and bought the wrong vege home! The 雪菜makes noodles tastier.
After our nature hike, we went to Starbucks at the foot of Yangmingshan. I'm not exaggerating but I had the best latte ever here! Never knew starbucks' this good until now. The friendly service certainly warms us too.
When we enroute back to Shilin to get back to Ximending, we had 生煎包. Nice leh... Back in Ximending, we had 阿宗面线. My vocabulary's running dry, somebody pls provide synonyms for "thumbs-up", "superb", "fantastic"!
Eating noodles at street stall in Shilin by day
Day 5
Not much food update on this concert day. We had lots of junk (but nice) food. In the morning, HM and I lost JW and XY but found this delicious crepe (可丽饼)prepared by this really "dedicated" uncle. We call it the 细心, 用心crepe.
XY, HM and me set off for CKS Memorial Hall and chanced upon 南门 market where we got guava (HM), and me uncooked noodles (one of my best buys)!
As for the concert, it does not do justice just describing how big time it rocks. It's once-in-a-lifetime experience for myself, and it's something that is best understood, shared and felt by my fellow travel comrades.
After the concert, we had supper at 师大夜市. We had 当归排骨,膳鱼炒面,三鲜炒面. We then had a long stroll till 2am, popped by 7-11 to get ice cream, drinks and pudding, before we hop on a cab. I really enjoyed this nite :)
Day 6
Our last day in Taipei. For breakfast, we had 红油抄手(wan tan in chilli oil), 麻浆面(noodles in peanut stock) and 甜不辣 (this is not tempura. it's "yong tau fu" in specially prepared soup).
Lunch was on Alice's (HM's Taiwan counterpart) house. It's Hong Kong style dim sum which is not as good as dim sum in hong kong but the cuttlefish was really huge and crunchy!
----------------
Go Taiwan lar.... The culture's interesting. The people can get really mushy and emotional, very open with their feelings. But they are also very friendly and helpful in general.
Taipei does not offer the most breathtaking vistas but it has nature hike amid urban scape, and the world's tallest building Taipei 101 which is open to public to access 101th Floor from 19 Jan 2005. The haphazard city development is also interesting in itself.
Some shops not to be missed are: Eslite (诚品) 24hour bookshop in Zhongxiao (which we totally missed because of time constraint but at least we visited one of the smaller shops), Ximending area (pls leave at least 1 full day for this area), Rose Records, 7-11 :D and 五分埔Wholesale Centre - lots of young fashion (the price not too wholesale though).
As we set off for Yangmingshan on Day 4 morning, we attempted to find breakfast at Shilin. It's amazing to see how Shilin shopping area transform to a wet market by day! Anyway, we had such hard time finding food until we entered a small lane where we had simple but ok noodles (Taipei's noodles are good in general). XY and I are smitten by 雪菜, which we initially mistook as酸菜and bought the wrong vege home! The 雪菜makes noodles tastier.
After our nature hike, we went to Starbucks at the foot of Yangmingshan. I'm not exaggerating but I had the best latte ever here! Never knew starbucks' this good until now. The friendly service certainly warms us too.
When we enroute back to Shilin to get back to Ximending, we had 生煎包. Nice leh... Back in Ximending, we had 阿宗面线. My vocabulary's running dry, somebody pls provide synonyms for "thumbs-up", "superb", "fantastic"!
Eating noodles at street stall in Shilin by day
Day 5
Not much food update on this concert day. We had lots of junk (but nice) food. In the morning, HM and I lost JW and XY but found this delicious crepe (可丽饼)prepared by this really "dedicated" uncle. We call it the 细心, 用心crepe.
XY, HM and me set off for CKS Memorial Hall and chanced upon 南门 market where we got guava (HM), and me uncooked noodles (one of my best buys)!
As for the concert, it does not do justice just describing how big time it rocks. It's once-in-a-lifetime experience for myself, and it's something that is best understood, shared and felt by my fellow travel comrades.
After the concert, we had supper at 师大夜市. We had 当归排骨,膳鱼炒面,三鲜炒面. We then had a long stroll till 2am, popped by 7-11 to get ice cream, drinks and pudding, before we hop on a cab. I really enjoyed this nite :)
Day 6
Our last day in Taipei. For breakfast, we had 红油抄手(wan tan in chilli oil), 麻浆面(noodles in peanut stock) and 甜不辣 (this is not tempura. it's "yong tau fu" in specially prepared soup).
Lunch was on Alice's (HM's Taiwan counterpart) house. It's Hong Kong style dim sum which is not as good as dim sum in hong kong but the cuttlefish was really huge and crunchy!
----------------
Go Taiwan lar.... The culture's interesting. The people can get really mushy and emotional, very open with their feelings. But they are also very friendly and helpful in general.
Taipei does not offer the most breathtaking vistas but it has nature hike amid urban scape, and the world's tallest building Taipei 101 which is open to public to access 101th Floor from 19 Jan 2005. The haphazard city development is also interesting in itself.
Some shops not to be missed are: Eslite (诚品) 24hour bookshop in Zhongxiao (which we totally missed because of time constraint but at least we visited one of the smaller shops), Ximending area (pls leave at least 1 full day for this area), Rose Records, 7-11 :D and 五分埔Wholesale Centre - lots of young fashion (the price not too wholesale though).
Taipei Recommended
What We Ate
Day 1
Our tummy almost burst from eating 飞天麻辣锅. But it was really good, many notches above what you get in Singapore (so said XY who had tried 麻辣锅 both here and in Taipei).
For supper (yes we had supper after that dinner), we had 永和豆浆 (the same one in Geylang). The brown rice 浆 was something different and good.
Day 2
On day 2, we concentrated on the City Hall and Zhongxiao areas. Tried MacDonald's McRib (it's pork) and had milkshake for lunch. For dinner, it was a charcoal-grilled cum mini steamboat buffet @ 春喜. My face was roasted red like 关公. Variety available for grilling is fantastic!
Day 3
Skipped breakfast in hotel and we bought 饭团from a street stall near the hotel. Oooo....such simple dish but really flavoursome with pork floss, omelette and "cai-por" (菜脯). The accompanying 蛋饼was great as well.
At 淡水, we got quite a lot of native goodies like 铁蛋, mua-chee, taiwan jelly....I love them all and only regret not buying more.
At night, we went to 士林夜市for the XL chicken cutlet, 堂本刚cream puff, and a few other local snacks. A bit disappointing. 士林has become quite commercialised that it doesn't offer as "authentic" local flavours (cream ouff was really good though). Try 饶河夜市 if you can. We heard it's much much better.
Cream Puff
Day 1
Our tummy almost burst from eating 飞天麻辣锅. But it was really good, many notches above what you get in Singapore (so said XY who had tried 麻辣锅 both here and in Taipei).
For supper (yes we had supper after that dinner), we had 永和豆浆 (the same one in Geylang). The brown rice 浆 was something different and good.
Day 2
On day 2, we concentrated on the City Hall and Zhongxiao areas. Tried MacDonald's McRib (it's pork) and had milkshake for lunch. For dinner, it was a charcoal-grilled cum mini steamboat buffet @ 春喜. My face was roasted red like 关公. Variety available for grilling is fantastic!
Day 3
Skipped breakfast in hotel and we bought 饭团from a street stall near the hotel. Oooo....such simple dish but really flavoursome with pork floss, omelette and "cai-por" (菜脯). The accompanying 蛋饼was great as well.
At 淡水, we got quite a lot of native goodies like 铁蛋, mua-chee, taiwan jelly....I love them all and only regret not buying more.
At night, we went to 士林夜市for the XL chicken cutlet, 堂本刚cream puff, and a few other local snacks. A bit disappointing. 士林has become quite commercialised that it doesn't offer as "authentic" local flavours (cream ouff was really good though). Try 饶河夜市 if you can. We heard it's much much better.
Cream Puff
Taipei Dream Comes True
Dedicated to awesome fellow travel comrades - HM, XY, JW who made this trip even more memorable.
When: 4 Jan to 9 Jan 2005
Trigger: MayDay Concert on 8 Jan 2005
Season: Winter - chilly, breezy
HM has captured a nice (not-too-lengthy) account of what we did, ate and experienced in her blog. I shall take on the angle of sharing some Taipei Recommended for you people out there who might be considering Taipei as the next travel destination!
Pre-trip preparation
Airline - Jetstar Asia is now the only budget airline offering flights to Taipei. Superb service! No, don't put it on the same benchmark as SIA. What we mean superb is really the sincere friendliness of the crew and the personalised conversations they have for different customers.
Travel agent - We did our bookings free-and-easy style, without signing up any package. For hotel, we got Megaline (@ People's Park Centre) tel - 6532 7709 to do it for us. Cranky uncle but nice. Good price to match. Even offered us his self-compiled map and travel tips...where can find such nice travel agent?
Hotel - Unless you've got a very generous budget, else, consider Rainbow Hotel, right smacked at the heart of happening Ximending. Strategic spot too for all those who are interested to catch celebrities. Mini concerts / Autography sessions are always held right outside the hotel. Best part - good rates and spacious rooms.
Rainbow Hotel
Itinerary - We had a very thorough itinerary planned prior to the trip + contingency plans too. The Taipei MRT Map is one of the best that you should pick up upon arrival at the airport. It provides some very good tips on what's to see each station's vincinity.
Taipei Recommended
Food
You can never go hungry in this city. How can when there's so many yummy street stalls, food shops every where? And the ubiqutous 7-eleven offers so many interesting knick-knacks. Try the ice-cream, pudding, snacks and a lot more.
When: 4 Jan to 9 Jan 2005
Trigger: MayDay Concert on 8 Jan 2005
Season: Winter - chilly, breezy
HM has captured a nice (not-too-lengthy) account of what we did, ate and experienced in her blog. I shall take on the angle of sharing some Taipei Recommended for you people out there who might be considering Taipei as the next travel destination!
Pre-trip preparation
Airline - Jetstar Asia is now the only budget airline offering flights to Taipei. Superb service! No, don't put it on the same benchmark as SIA. What we mean superb is really the sincere friendliness of the crew and the personalised conversations they have for different customers.
Travel agent - We did our bookings free-and-easy style, without signing up any package. For hotel, we got Megaline (@ People's Park Centre) tel - 6532 7709 to do it for us. Cranky uncle but nice. Good price to match. Even offered us his self-compiled map and travel tips...where can find such nice travel agent?
Hotel - Unless you've got a very generous budget, else, consider Rainbow Hotel, right smacked at the heart of happening Ximending. Strategic spot too for all those who are interested to catch celebrities. Mini concerts / Autography sessions are always held right outside the hotel. Best part - good rates and spacious rooms.
Rainbow Hotel
Itinerary - We had a very thorough itinerary planned prior to the trip + contingency plans too. The Taipei MRT Map is one of the best that you should pick up upon arrival at the airport. It provides some very good tips on what's to see each station's vincinity.
Taipei Recommended
Food
You can never go hungry in this city. How can when there's so many yummy street stalls, food shops every where? And the ubiqutous 7-eleven offers so many interesting knick-knacks. Try the ice-cream, pudding, snacks and a lot more.
Shut Up...
If you wonder why I did, expressed, said, acted a certain way, it's simply because of how I experienced my situation and my perception of reality at the point of time or simply because of my idiosyncracies. If you haven't been with me at that situation, did not understand what happen, and for that matter, does not know me well at all, then please DO NOT CRITICISE, DO NOT ASSUME, DO NOT JUDGE. Don't act as if you know best. Because you don't.
In exchange, I stay away from you and proclaim our worlds are apart.
In exchange, I stay away from you and proclaim our worlds are apart.
Thursday, February 10, 2005
Consumer Heroism!
My friend reminded me that the complaints and compliments I've written make fun content for my blog. Some interesting stuff here. Bad service irks me. It tells so much about the work attitude, which tells so much about one's personality. I'm not complainy. I only air what I feel is just (which maybe unjust afterall from the receiving party's viewpoint...hahaha).
Here's one case about a delayed flight. I was stuck in the airport for more than 5 hours and the slipshod management by the airline staff was utter disppointment! Read my first email, and the subsequent exchanges.
*Real identities are protected by use of alias XXX.
-----Original Message-----
From: Piya Chee [mailto:]
Sent: Saturday, July 05, 2003 1:22 PM
To: XXX
Cc: XXX
Subject: Delay of Flight GA841
Importance: High
XXX
Sales Manager
Garuda Indonesia
Dear Ms Ng
DELAY OF FLIGHT GA841 ON 1 JULY 2003
I would like to express my grave displeasure over the delayed flight GA841 to Bali on 1 July 2003. It was the single incident that marred our holiday experience in Bali.
Initially scheduled to fly at 1825h, the flight was delayed for more than 5 hours. This disruption to my planned itinerary resulted in much inconveniences, the upset of rest among many. We had to make coordination to ensure that our transfer from Denpasar Airport to the hotel was not missed. Spending several hours at the airport waiting aimlessly was no fun. We checked into the hotel only at the wee hours of 3.30am on 2 July 2003. The lack of sleep inevitably caused much exhaustion and less enjoyment as we embarked on our tour around Bali in the hours that followed.
The way Garuda handled the situation of the flight delay was disappointing. We were informed of the delay only some time after the scheduled take-off time despite several enquiries. Annoucements were not properly communicated to us and many of the passengers had to ask around to find out the arrangements in line. If anything, the free dinner arranged by your airline was not what we were after; hunger pangs was not priority for those who seek a smooth holiday.
I would like to appeal for a compensation over the frustrations that we faced in choosing a short-changed flight experience with Garuda, for myself, my mother (XXX) and friend (XXX) who were with me. Above all, speaking from the point of view of a communication practitioner, Garuda needs to strengthen its ability in handling unforeseen circumstances such as this - it makes or breaks Garada as a reliable airline brand.
Thank you for your kind attention. I look forward to your favourable reply as soon as possible.
Regards
Piya Chee
cc XXX
-----Original Message-----
From: Sales Secretary
Sent: Monday, July 07, 2003 11:06 AM
To: Piya Chee
Cc: XXX
Subject: GA841/1 Jul
Dear Ms Chee,
We acknowledged your e-mail dated on 5 Jul regarding the flight delay on GA841/1Jul.
We will investigate the matter and will revert back to you upon receipt of the investigation results.
We would like to apologise for the inconvenience caused.
Best Regards,
XXX
Sales Secretary
GARUDA INDONESIA
101 Thomson Rd
#12-03 United Square
Singapore 307591
Airline finally replied, after a very careful 1 week investigation. And we countered (see [WE SAY]) on those weak, unconvincing excuses.
-----Original Message-----
From: Sales Secretary
Sent: Monday, July 14, 2003 11:45 AM
To: Piya Chee; XXX
Subject: Re: GA841/1 Jul
Dear Piya/XXX,
Further to my email dated 7Jul. We are please to advise you the outcome of our investigation as follows:
1. GA841/1Jul was delayed due to technical problems and the aircraft will be grounded.
[WE SAY] point understood and accepted.
2. Announcement was made through the PA system to inform all passenger of the delay and arrangements were made to transfer pax on flights GA831 & GA833 to Dps via Jkt.
[WE SAY] Communication/announcement was not prompt - there was no initiative to inform the guest of the happening until your staff was asked. Even then, the reasons for delay was given much later, after much pressing and inquiry from the affected passengers.
3. At 1830hr, we received instruction from our Jkt office that another aircraft will replaced the grounded aircraft. The replacement aircraft will arrive into Sin at 2300hrs and schedule to depart to Dps at 2400hrs.
[WE SAY] While you received instructions from Jkt office at 1830hr, we only receive announcement at around 1900hr, a half-hour delay which is unpardonable, given that the flight was supposed to take off at 1825hr.
4. Pax were informed to proceed to cafeteria for dinner.
5. However, pax were given options to travel on GA831 via Jkt which depart at 1840 or travel on the following morning at 0745 with GA823 via Jkt.
[WE SAY] These options are not attractive nor reasonable! I absolutely do not recall having these options offered. Through the "grapevine" via other passengers (and not through the PA system), we were told that we might have the option of travelling on Merpati or depart the following day at 1825 via Garuda. Besides, how could we have been offered to travel on GA 831 which depart at 1840 when we were only 'formally' informed of the delay past the said time?
6. Apology letter was given to all pax at the departure gate.
[WE SAY] apology letters were NOT given to all pax. I actually went up to the counter to ask for an explanation letter detailing the delay before a letter was copied to all passengers. Your colleague at the counter merely asked who require the letter, expecting us to walk up to the counter to collect the letters ourselves, which was very unprofessional. The annoucement (though not verbatim) was "for those who need the letter on the delay, please collect from the counter"
Reference to International Airline regulations, we regret to inform you that we are unable to compensate. Please refer to the conditions stipulated in all air ticket under point 9.
[Quote] Carrier undertakes to use its best efforts to carry the passenger and baggage with reasonable dispatch. Times shown in the timetable or elsewhere are not guaranteed and form no part of this contract. Schedules are subject to change without notice. [Unquote]
It is unfortunate that the flight was delayed however, we sure that you understand that the safety of all passenger is our outmost concern and cannot be compromised.
[WE SAY] While I understand and appreciate that passenger safety supercedes all aspects of customer service/satisfaction, I do expect professional 'issue' management from Garuda.
We hope the above explanation is clear in explaining the circumstances surrounding that day which is inevitable and we truly apologise for any inconvenience caused.
Assuring you of our continued service, we remain.
[WE SAY] Ha! Archiac, standard template reply worthy of a grand burial in the tomb of "TOP 10 REPLIES TO COMPLAINTS MISTAKES".
Thank you
Best Regards
XXX
My FINAL REPLY
-----Original Message-----
From: Piya Chee
Sent: Tuesday, July 15, 2003 9:29 PM
To: 'Sales Secretary'
Cc: XXX
Subject: RE: GA841/1 Jul
Dear XXX
Your reply on behalf of Garuda was utterly disappointing. While I know replying this email will be a lost cause, I would like to make our stand clear:
Firstly, clarification on point 5:
"However, pax were given options to travel on GA831 via Jkt which depart at 1840 or travel on the following morning at 0745 with GA823 via Jkt."
I absolutely do not recall having these options offered. Through the "grapevine" via other passengers (and not through the PA system), we were told that we might have the option of travelling on Merpati or depart the following day at 1825 via Garuda. Besides, how could we have been offered to travel on GA 831 which depart at 1840 when we were only 'formally' informed of the delay past the said time?
On point 6:
"6. Apology letter was given to all pax at the departure gate."
I actually went up to the counter to ask for an explanation letter detailing the delay before a letter was copied to all passengers. The annoucement (though not verbatim) was "for those who need the letter on the delay, please collect from the counter"
Since you were not on the grounds, I do not expect you or your supervisor to have first-hand account of the incident. Nevertheless, where your capacity allows, do air our views to the team. While I genuinely appreciate and understand your airline's response to safety requirements, your company needs to relook its service approach. And yes, Garuda is struck off my choice airline list, and most probably that of my close friends and relatives.
I rest my case.
--------------------
And on a last note,
I was pissed not because I didn't get any compensation. I was furious over the response, the way the matter was handled in absolute high-handed bureaucratic manners that make "idiocracies" an inevitable way of life. By the way, I'm over this long time ago.
On the other hand, a recent experience with Jetstar Asia was one of the most delightful flights I ever had. More on this in another entry.
Here's one case about a delayed flight. I was stuck in the airport for more than 5 hours and the slipshod management by the airline staff was utter disppointment! Read my first email, and the subsequent exchanges.
*Real identities are protected by use of alias XXX.
-----Original Message-----
From: Piya Chee [mailto:]
Sent: Saturday, July 05, 2003 1:22 PM
To: XXX
Cc: XXX
Subject: Delay of Flight GA841
Importance: High
XXX
Sales Manager
Garuda Indonesia
Dear Ms Ng
DELAY OF FLIGHT GA841 ON 1 JULY 2003
I would like to express my grave displeasure over the delayed flight GA841 to Bali on 1 July 2003. It was the single incident that marred our holiday experience in Bali.
Initially scheduled to fly at 1825h, the flight was delayed for more than 5 hours. This disruption to my planned itinerary resulted in much inconveniences, the upset of rest among many. We had to make coordination to ensure that our transfer from Denpasar Airport to the hotel was not missed. Spending several hours at the airport waiting aimlessly was no fun. We checked into the hotel only at the wee hours of 3.30am on 2 July 2003. The lack of sleep inevitably caused much exhaustion and less enjoyment as we embarked on our tour around Bali in the hours that followed.
The way Garuda handled the situation of the flight delay was disappointing. We were informed of the delay only some time after the scheduled take-off time despite several enquiries. Annoucements were not properly communicated to us and many of the passengers had to ask around to find out the arrangements in line. If anything, the free dinner arranged by your airline was not what we were after; hunger pangs was not priority for those who seek a smooth holiday.
I would like to appeal for a compensation over the frustrations that we faced in choosing a short-changed flight experience with Garuda, for myself, my mother (XXX) and friend (XXX) who were with me. Above all, speaking from the point of view of a communication practitioner, Garuda needs to strengthen its ability in handling unforeseen circumstances such as this - it makes or breaks Garada as a reliable airline brand.
Thank you for your kind attention. I look forward to your favourable reply as soon as possible.
Regards
Piya Chee
cc XXX
-----Original Message-----
From: Sales Secretary
Sent: Monday, July 07, 2003 11:06 AM
To: Piya Chee
Cc: XXX
Subject: GA841/1 Jul
Dear Ms Chee,
We acknowledged your e-mail dated on 5 Jul regarding the flight delay on GA841/1Jul.
We will investigate the matter and will revert back to you upon receipt of the investigation results.
We would like to apologise for the inconvenience caused.
Best Regards,
XXX
Sales Secretary
GARUDA INDONESIA
101 Thomson Rd
#12-03 United Square
Singapore 307591
Airline finally replied, after a very careful 1 week investigation. And we countered (see [WE SAY]) on those weak, unconvincing excuses.
-----Original Message-----
From: Sales Secretary
Sent: Monday, July 14, 2003 11:45 AM
To: Piya Chee; XXX
Subject: Re: GA841/1 Jul
Dear Piya/XXX,
Further to my email dated 7Jul. We are please to advise you the outcome of our investigation as follows:
1. GA841/1Jul was delayed due to technical problems and the aircraft will be grounded.
[WE SAY] point understood and accepted.
2. Announcement was made through the PA system to inform all passenger of the delay and arrangements were made to transfer pax on flights GA831 & GA833 to Dps via Jkt.
[WE SAY] Communication/announcement was not prompt - there was no initiative to inform the guest of the happening until your staff was asked. Even then, the reasons for delay was given much later, after much pressing and inquiry from the affected passengers.
3. At 1830hr, we received instruction from our Jkt office that another aircraft will replaced the grounded aircraft. The replacement aircraft will arrive into Sin at 2300hrs and schedule to depart to Dps at 2400hrs.
[WE SAY] While you received instructions from Jkt office at 1830hr, we only receive announcement at around 1900hr, a half-hour delay which is unpardonable, given that the flight was supposed to take off at 1825hr.
4. Pax were informed to proceed to cafeteria for dinner.
5. However, pax were given options to travel on GA831 via Jkt which depart at 1840 or travel on the following morning at 0745 with GA823 via Jkt.
[WE SAY] These options are not attractive nor reasonable! I absolutely do not recall having these options offered. Through the "grapevine" via other passengers (and not through the PA system), we were told that we might have the option of travelling on Merpati or depart the following day at 1825 via Garuda. Besides, how could we have been offered to travel on GA 831 which depart at 1840 when we were only 'formally' informed of the delay past the said time?
6. Apology letter was given to all pax at the departure gate.
[WE SAY] apology letters were NOT given to all pax. I actually went up to the counter to ask for an explanation letter detailing the delay before a letter was copied to all passengers. Your colleague at the counter merely asked who require the letter, expecting us to walk up to the counter to collect the letters ourselves, which was very unprofessional. The annoucement (though not verbatim) was "for those who need the letter on the delay, please collect from the counter"
Reference to International Airline regulations, we regret to inform you that we are unable to compensate. Please refer to the conditions stipulated in all air ticket under point 9.
[Quote] Carrier undertakes to use its best efforts to carry the passenger and baggage with reasonable dispatch. Times shown in the timetable or elsewhere are not guaranteed and form no part of this contract. Schedules are subject to change without notice. [Unquote]
It is unfortunate that the flight was delayed however, we sure that you understand that the safety of all passenger is our outmost concern and cannot be compromised.
[WE SAY] While I understand and appreciate that passenger safety supercedes all aspects of customer service/satisfaction, I do expect professional 'issue' management from Garuda.
We hope the above explanation is clear in explaining the circumstances surrounding that day which is inevitable and we truly apologise for any inconvenience caused.
Assuring you of our continued service, we remain.
[WE SAY] Ha! Archiac, standard template reply worthy of a grand burial in the tomb of "TOP 10 REPLIES TO COMPLAINTS MISTAKES".
Thank you
Best Regards
XXX
My FINAL REPLY
-----Original Message-----
From: Piya Chee
Sent: Tuesday, July 15, 2003 9:29 PM
To: 'Sales Secretary'
Cc: XXX
Subject: RE: GA841/1 Jul
Dear XXX
Your reply on behalf of Garuda was utterly disappointing. While I know replying this email will be a lost cause, I would like to make our stand clear:
Firstly, clarification on point 5:
"However, pax were given options to travel on GA831 via Jkt which depart at 1840 or travel on the following morning at 0745 with GA823 via Jkt."
I absolutely do not recall having these options offered. Through the "grapevine" via other passengers (and not through the PA system), we were told that we might have the option of travelling on Merpati or depart the following day at 1825 via Garuda. Besides, how could we have been offered to travel on GA 831 which depart at 1840 when we were only 'formally' informed of the delay past the said time?
On point 6:
"6. Apology letter was given to all pax at the departure gate."
I actually went up to the counter to ask for an explanation letter detailing the delay before a letter was copied to all passengers. The annoucement (though not verbatim) was "for those who need the letter on the delay, please collect from the counter"
Since you were not on the grounds, I do not expect you or your supervisor to have first-hand account of the incident. Nevertheless, where your capacity allows, do air our views to the team. While I genuinely appreciate and understand your airline's response to safety requirements, your company needs to relook its service approach. And yes, Garuda is struck off my choice airline list, and most probably that of my close friends and relatives.
I rest my case.
--------------------
And on a last note,
I was pissed not because I didn't get any compensation. I was furious over the response, the way the matter was handled in absolute high-handed bureaucratic manners that make "idiocracies" an inevitable way of life. By the way, I'm over this long time ago.
On the other hand, a recent experience with Jetstar Asia was one of the most delightful flights I ever had. More on this in another entry.
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