Companies love to get feedback on how they are doing. Dashboards reporting customer satisfaction metrics are part of management reporting at many organisations, as it is quite important.
Marketing students will remember the old chestnut that a happy customer will tell one or two others about the experience, while someone dissatisfied will tell 10 others. It makes sense for a service business to track this on an ongoing basis.
Post-Flight Surveys
It is an unfortunate aspect of human nature that good service so often goes unrecognised, while bad service is immediately flagged. Those delivering excellent service really deserve a pat on the back.
Airlines have various ways of collecting feedback. In recent years, the favoured method seems to be the e-mail survey. After a flight, you get an e-mail asking you to take a few minutes to tell the airline about your experience.
These usually use a rating scale out of 10, on various aspects of the experience. You’ll be asked to rate check-in, the airline lounge, the on board experience, “Welcome from the crew” and other elements like that.
Other airlines like Cathay Pacific often pass around a paper survey before the flight ends. You complete it on board and hand it back, with the bonus that you can keep the pen. I always complete both types of surveys as it will only make my experience better in future.
Web Feedback
Some airlines have a form online where you can submit customer compliments. On British Airways, you go to ba.com/welldone, complete the form and it is passed on to the person and their manager.
Overall Thoughts
No doubt the negative outweighs the positive when it comes to feedback in the service industry. It is a shame, as so many people give fantastic service day in and day out and yet are not recognised as well as they could be.
I make a point of always giving good feedback when it’s warranted. Nothing freaks out a telephone service rep by asking for their supervisor at the end of the call. They almost audibly gasp but when you say you want to give good feedback, they usually put you through.
Are you someone who takes the time to recognise people who have given you good service? Thank you for reading and if you have any comments or questions, please leave them below.
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I recently flew from Nairobi (NBO) to Doha on flight No. KQ 1336 and was very impressed with the services offered by the crew. I take this opportunity to appreciate the services of the Flight Attendant Staff/ Varinporn Angsulapivat (2R1366) on 09/10/2023 whereby, she demonstrated excellent customer service. I observed her speaking clearly, listening attentively, and interacting comfortably with passengers and her colleagues. The journey was smooth due to the comfort, excellent communication skills and dedication towards her work. looking forward to travel with Qatar Airways again.
Fantastic 🙂
Thanks too. It’s a pleasure to appreciate the excellent works we observe from your Employees in keeping customer service on the highest level.
I am here to share my own impression about Sahil Hassan QR1408 he is a very pleasant man he attended to well while flying he’s dedicated to his job I enjoyed my flight too
Sahil, QR 220. Wanderful feedback for him, from 0 to 10 , i have give hem 10
QR
Edelin, pema, jungsum Nina.. best crew ever.
Palawan from the Philippine was very professional and very attentive to our needs.
We flew from DFW to Doha( the whole family). We absolutely loved it. The service in business class was outstanding.
Go gatar!!!
Thanks
i recently flew from Doh-YUL on flight QR 763 Iwas taken care by BRIAN PAUL YEPEZ such a delightful cheerful person. i was a little sick and asked for tea and water countless time he never got tired of the request and finally i was better. he then brought me a tray of delicate sandwitchs after that i went to sleep. thanks to him i had such a pleasant trip.
I recently flew from from Montreal to Doha on flight QR764 bussiness class and was served by JOCELLEN and TERRY the supervisior. iwas so well taken care of that i have decided always to fly bu QUATAR AIRWAYS. I VERY SPECIAL THANKS TO BOTH OF THEM.
I was a passenger from Doha to Madrid on 13th Feb 2023 flight no. QR147. I’d like to thank Mr.Rickson Placido who provided excellent service throughout the flight.
M husband and I flew from Johannesburg to Doha on January 26th 2023 flight QR1364 and I would like to commend Business Class crew member Bronwyn Burgison for her most professional service. She was really exceptional in the pleasant and thoughtful way she served us, thinking proactively and keeping our needs in mind throughout the flight. She exemplifies the excellence of Qatar Airways.
I was a passager together with my wife on flight No.QR 977 from Hanoi to Doha,I wish to record my appreciation to one oh the crew members ms.Ju Young Shin who provided to us excellent service.Sure to travel again With Qatar Airway.
Thank you.
I was a passenger on flight No. QR628 from Doha to lahore . I wish to record my appreciation to one of the crew members, Maria who provided to us excellent service . I would like to fly again in business. Qatar Airways u are always in my first priority . Thanks ♥️
On 31.8.2022, I was a passenger on flight No. QR737 from Doha to San Francisco. I wish to record my appreciation to one of the crew members, Stefania who provided to us excellent service and made my long flight bearable. I look forward to flying Qatar Airways again soon.
Thank you, John! Make sure you tell Qatar Airways also. Glad you had a nice flight!
On date 06-09-22 flight QR 928 from DOha to Manila I was so impressed by her kindness and willingness to answer all my queries. I’d like to thank to you Ms. Danielle for your outstanding service. For sure to travel again Qatar Airways going to UK soon!
Wonderful feedback!
We were passengers from a flight to London to kolkata but this is for the Doha to Kolkata flight QR50 on the 17th August 2022, the service was exceptional from one individual Sushmita, she was very kind and warm.
You should definitely pass this on to Qatar Airways – qatarairways.com/tellus – glad you had a good flight!
Dear
Sir
I was pesseger from Karachi via Doha
I’m very very happy for the service of crew Miss Nour
Her service is very good my request to
The Qatar Airways to give excellent service awards
Thanks
Thank you for the feedback, you should also send this directly to Qatar Airways. Have a nice day!
Denied a boarding pass for my next destination, and claimed to get it from Doha Airport. Nearly missed my 16 hour flight because of unqualified airport staff, who were reluctant to issue a boarding pass. Not travelling on Qatar Airlines ever.
Interesting experience. Glad to hear you made it in the end, even if it sounds like there were some problems along the way. Thanks for the comment!
On April 12/22 flight qr777 from Doha to Miami one of the best service I have ever seen. I traveled with so many airlines, I recommend Qatar Airways is the best. Ones again my best wishes to Qatar Airways crew from flight QR777 specially to Danita Mendez
That’s excellent to hear, Qatar Airways are always very good. You should make sure to pass on that feedback directly to QR so they can reward the staff appropriately. Thanks for sharing!
On date 02-02-022 flight number QR 651 it was really a good flight with good hospitality specially from Mr.Farhan khan and his team member. Team member like Farhan can and will really take the height of Qatar airways making its nominee to 6th times for its best service. Hope to see the same and more in upcoming days
Interesting Sudeep, thank you. I hope you submitted that to the airline too!
I usually give feedback esp if great service and experience
Same here, it’s only fair.
I usually get an email a few days after I travel and almost always leave some feedback. I generally just leave answers to the questions asked, but if they go above and beyond or really let me down I don’t get too detailed with additional responses. I also thank the crew when I deplane, if I think they deserve more than a genial “goodbye”.
I’m with you on that, I do thank the crew as I’m leaving if the service has been good. Invariably it is. I’m lucky in that the airlines I fly tend to generally have good crew in my experience. I also always do the e-mail surveys.
I generally nearly always leave reviews for my trips, nearly always positive (since I screen airlines and routes carefully) even if I take the same route over and over again. Even it’s it to just say “A fine job by the crew, as usual.” I try to be as specific as possible (fast and friendly beverage/meal service. Crew was friendly and kind to my daughter”, etc.
I think it also helps me to set expectations in that I don’t just engage the airline when I complain. If I’m used to commenting positively, I can be more proactive and civil when needing problems resolved.
I agree that comments are hard to find but usually have to go through “contact us” and then from there have to find a pull down to ask a general question.
I think that is a good way of doing things. I also agree when it comes to problems that need resolving. One thing I find about travelling frequently and with the same airlines is that I am more inclined to give them a break when something goes wrong, because I know that most of the time things go right. Thanks for the comment, really enjoyed reading your opinion.