國泰的回應

大家都可能知道我喜歡簽一張信用咭來儲里數，然後方便去旅行換機票。我當然明白，去台北，其實不是里數我應該不選國泰港龍，更何況上一次連飯都無得食只有麵包做晚餐的飛機餐是多麼讓人忿慨的事。

這次，也是國泰，我也是一如以往，在飛機起飛前四十八小時較準時間用app check in兼選好座位。雖然，早在這四十八小時前，有其他更高貴的乘客早已可以選位，但我也希望在剩餘的選個坐得舒舒服服的。




出發那程，喜出望外，選到經濟位第一排靠窗，伸腳伸得最舒服那一行。我當然記得有些航空公司選這一行要額外加錢，但既然有得我選又不用加錢，當然選了。

這次趕到機場有點失預算，其他人剛好上機。我到的時候，遞上iPhone的boarding pass，空姐跟我說：先生你調左位。由於有點趕，我都來不及反應問點解，便上機了。位，調後了幾行。

這樣子沒有了選好的位置，條氣唔多順，再加上坐在旁邊的阿太實在比較讓我唔多舒服。於是，在往台北的巴士途中，用那已經可以上網的電話，找到國泰的網頁，然後，做我最專業的事：寫個電郵去「反映」我的不明白：既然選了，確定了，空姐又沒有跟我解釋，問個明白都好應該，否則日後駛乜揀位。

四日後，仲在台北之際，有回郵喇播，節錄如下：

We are sorry to learn of your experience with regard to the seat assignment on your recent flight with us.

Whilst every effort is made to ensure that our passengers are assigned their preferred seat, due to operational reasons at times fulfilling every request is a difficult challenge.

However, on such occasions, our staffs are expected to provide passengers with the relevant explanation and we apologise if you felt you were not being given appropriate information in this matter. You have my assurance that your comments have been drawn to the attention of our relevant department for their review and follow up with the staff concerned.

 睇完以上講左等於無講既回覆之後，我，即時，係即時，寫番個電節俾呢位女士，全文如下：

Thanks for your reply but it seems to other passenger's preference has been considered but mine was not, not to mention no one had asked if my rearranged seat was acceptable. Would you please advise the same?

我好老實講，事後有研究app揀位係有寫，國泰有需要時可以郁你個位。不過既然你咁答，我又想問下咁解囉。

可能佢真係要多少少時間諗下點答，終於，十日之後，我在無預佢仲會覆我情況之下，收到回覆播！

We regret to learn of your continued disappointment.

We completely understand the disappointment in regard to the seat being changed, however our staff makes every effort in assigning our passengers with their pre booked seats. We do apologise for any inconvenience caused. We hope to have your kind understanding in this matter.

In view of the disappointment as a gesture of goodwill we would like to offer you 5000 Asia Miles, which will be credited to your membership account and this will be reflected on your next activity statement under the reference "goodwill".

係，我又無端端搵到著數，你都見其實我只係要求一個合理回覆，你話我知個App出錯原先有人揀左又俾你有得揀，我都無野好講架。頭兩段其實同之前果封無分別，不過當你見到第三段，嗯，我當然收口啦。

咁就多左三分一張台北機票，所以以上故事令你有乜啟發呢？嗯，你地自行想想啦下。