Customer Service Extraordinaire - The Thai Airways XBAG (Excess Baggage Approval) Way
"Dear Ms Li,
In regards to your request of excess baggage, please be informed that,our excess baggage policy is for the passenger who purchase tickets inthe UK only and it's under the management's discretion. However, Ms.Terry case was an exceptation to the rules after her long explanation onthe letter, we granted her 10kgs extra. (mind you, I also sent a long explanation telling them my situation was just like Mon, because we booked our tickets together.) But that wouldn't apply to everyone and we wouldn't grant her that excess baggage if we knew she would advise her friends to write to us.
After checking your booking, it shows that the ticket is purchased in Singapore and your are also traveling with Mr. Low. We will consider your request but you will be the last person from your group that we grant excess baggage as an exceptional case.
Best Regards."
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"Firstly, the three of us applied for our tickets together. Thus, all three of us are suffering in the same exceptional situation. I do not think that this means we are 'everyone', as you imply in your email.Whether the three of us know each other is, I find, immaterial to this case. Because whether we are friends or not, whether Terry was granted excess baggage or not, we would be appealing for the extra 10kg because we are stuck with 10kg that we were allowed to bring here, but not allowed to bring back.
Secondly, your mentioning that I will 'be the last person in my group' to be granted the 10kg extra allowance makes me extremely puzzled. What sort of ridiculous prejudice against me is this? I never knew that Thai Airways London operates such horridly selfish and ridiculous customer service policies. Not to mention, your counter staff attending to us - the balding man with long hair - when we visited the Head Office was also curt and extremely rude.You can be assured this will be the last time I ever deign to patronise your airline, since it is clear to me your airline does not know how to treasure business given to them.
Best regards to you too.
Ms. Li"
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"Dear Ms. Ratnaputri,
Than you for your e-mail. I hope you do understand that every company has policy to maintain and only few acceptations can be made as I tried to explain to Ms. Li but she doesn't seem to accept that fact. We could have refused her request and refer her back to the issuing agent who gave all of you the wrong information and that confusion lies between your group and your issuing agent which our London office is not respondsible for it. However, we agree to help both of you but there must be a limitation to it as we do not know how many passengers are in the same situation. (Ummm.... earlier you just said in your email that you know of another "Mr. Low" who is booked through the same agent?? Hello. You DO know. There are THREE.) Not only Ms. Li did not appreciate our help (WHAT HELP DID YOU SHOW ME WHEN YOU SENT ME THE EMAIL - esp since it was before you sent the damn voucher), she sent us a very strong e-mail excusing us (... I believed I accused you - I would never, ever excuse you of such horrid behavior) of having a "horridly selfish and ridiculous customer service policies". Nevertheless, I hope she received the excess baggage voucher and find it useful. (Yeah, go ahead and play the martyr now, and totally forget that you told ME that I will be the LAST person to receive help) Thank you for your understanding and sorry for the inconvenience that caused you. We hope Thai Airways will have a chance to improve ourservice and serve you again.
Kind Regards,"
Never, ever, ever will I patronise Thai Airways out of my own will again.
In regards to your request of excess baggage, please be informed that,our excess baggage policy is for the passenger who purchase tickets inthe UK only and it's under the management's discretion. However, Ms.Terry case was an exceptation to the rules after her long explanation onthe letter, we granted her 10kgs extra. (mind you, I also sent a long explanation telling them my situation was just like Mon, because we booked our tickets together.) But that wouldn't apply to everyone and we wouldn't grant her that excess baggage if we knew she would advise her friends to write to us.
After checking your booking, it shows that the ticket is purchased in Singapore and your are also traveling with Mr. Low. We will consider your request but you will be the last person from your group that we grant excess baggage as an exceptional case.
Best Regards."
--------------------------------------------------------------------
"Firstly, the three of us applied for our tickets together. Thus, all three of us are suffering in the same exceptional situation. I do not think that this means we are 'everyone', as you imply in your email.Whether the three of us know each other is, I find, immaterial to this case. Because whether we are friends or not, whether Terry was granted excess baggage or not, we would be appealing for the extra 10kg because we are stuck with 10kg that we were allowed to bring here, but not allowed to bring back.
Secondly, your mentioning that I will 'be the last person in my group' to be granted the 10kg extra allowance makes me extremely puzzled. What sort of ridiculous prejudice against me is this? I never knew that Thai Airways London operates such horridly selfish and ridiculous customer service policies. Not to mention, your counter staff attending to us - the balding man with long hair - when we visited the Head Office was also curt and extremely rude.You can be assured this will be the last time I ever deign to patronise your airline, since it is clear to me your airline does not know how to treasure business given to them.
Best regards to you too.
Ms. Li"
------------------------------------------------
"Dear Ms. Ratnaputri,
Than you for your e-mail. I hope you do understand that every company has policy to maintain and only few acceptations can be made as I tried to explain to Ms. Li but she doesn't seem to accept that fact. We could have refused her request and refer her back to the issuing agent who gave all of you the wrong information and that confusion lies between your group and your issuing agent which our London office is not respondsible for it. However, we agree to help both of you but there must be a limitation to it as we do not know how many passengers are in the same situation. (Ummm.... earlier you just said in your email that you know of another "Mr. Low" who is booked through the same agent?? Hello. You DO know. There are THREE.) Not only Ms. Li did not appreciate our help (WHAT HELP DID YOU SHOW ME WHEN YOU SENT ME THE EMAIL - esp since it was before you sent the damn voucher), she sent us a very strong e-mail excusing us (... I believed I accused you - I would never, ever excuse you of such horrid behavior) of having a "horridly selfish and ridiculous customer service policies". Nevertheless, I hope she received the excess baggage voucher and find it useful. (Yeah, go ahead and play the martyr now, and totally forget that you told ME that I will be the LAST person to receive help) Thank you for your understanding and sorry for the inconvenience that caused you. We hope Thai Airways will have a chance to improve ourservice and serve you again.
Kind Regards,"
Never, ever, ever will I patronise Thai Airways out of my own will again.
posted by the zee at 9:39 PM
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