Remember my rant, Are You For Real?
Well, the good people have replied, for the 2nd time mind you, and I have reposted it here for you guys to decide if it’s a good enough explanation.
We write with reference to your email of 09th February 2007 received by us at SriLankan Customer Affairs.
Firstly we apologise for any inconvenience faced by you during your recent scheduled travel with us. We were concerned at the points highlighted by you.
Our investigation reveals that you were initially booked to travel on board UL312/08th February 2007. As the flight was heavily committed you were requested to be on standby until this situation eased. However as the flight continued to remain heavily committed, we were unable to accommodate you on this flight. We wish to assure you that your scheduled flight UL312/08th February 2007 operated on schedule. However our flight UL316/08th February was cancelled and all passengers travelling on that particular flight have been advised accordingly.
Our records indicate that as you required to travel the same day, alternate arrangements were made for you to travel on board EK348/08th February 2007 departing from Colombo to Singapore a few hours later and onwards to Kuala Lumpur on board JL721/08th February.We sincerely regret if we were unable to upgrade you to Business Class on board your alternate flight.
We sincerely regret any inconvenience that you may have faced as a result of this situation and if you felt that our colleagues at Colombo Airport did not handle the situation professionally and did not keep you informed. We do not condone any service that falls below the strict levels of our service delivery and we have voiced our strongest concerns about this with the relevant management.
We wish to assure you that your valuable feedback will help us rectify areas in which our service is not up to our valued customer expectations.We hope that your recent travel with us would not have marred your impression of SriLankan Airlines and look forward to your presence with us once again in the near future.
Note: Further details have been removed to protect their confidentiality. But the gist of it is I have been offered some form of compensation.
