Compliments

If something doesn't go right and you receive an on-line surveys, click the "poor" or "failure" button that applies to that issue. That gets attention from management. Often you'll get a text box to describe the problem.

After sending management letters, I received two letters today. One was from Gary Loveman which was quite generic. The other was from Christine Mahoney, a Total Service Manager. She wrote a caring letter and did mention that each of the people that I wanted thanked and kudos given would be notified by their management team with their names being recognized for their outstanding performance of courtesy and professionalism. This I did appreciate.

Gary Loveman responded to an email at 4:30 a.m. (7:30 Boston time where he resides) on an issue last year. He said we're on it. I will say the final outcome wasn't favorable, but he was responsive.

This dealt with a delay in status upgrade last year. My bonus points would earn me Platinum status in March and a supervisor didn't hesitate to give me a new line-jumping card. Smart business sense. Then in October my bonus points would clearly qualify me for Diamond status (all tier points were acquired at Paris) but the Total Rewards booth said I had to wait 24 hours to be upgraded. So silly, I wasn't asking for any perks like show tickets.

The Total Rewards VP followed up by stating that Flamingo had erred in providing me a Platinum card prematurely. I responded to the VP that this was a silly bureaucratic institutional policy that made little sense. But he didn't reply.