Austrian Airlines' message to me = "Screw You!"

Well, Austrian Airlines finally got back to AmEx following my complaint about being stranded at Heathrow because their 'plane was two hours late. The result? A massive "Screw You" from the essentially nationalised airline. My comments in red


"Dear Mr Parkinson

I am writing further with regards to the delayed Austrian Airlines flight as we are now in receipt of their response, which I attach for your kind perusal.

Good morning Mrs. [name redacted],

We regret that our client Mr. Parkinson was affected by the long delay of OS 457 on 20th September and the inconveniences caused. (so it took you over a month to get back to me. I guess that's because of the overwhelmingly HUGE number of complaints you get!)

The aircraft had to be changed due to a technical reason, therefore it could not depart before 10.00 p.m. Airlines cannot be held responsible for consequential costs, therefore we have to confirm the statements of the staff asked by our passenger. We cannot offer any compensation or refund of missed train connections or costs for cab companies. (so screw you!)

We do hope that despite of the negative experience Mr. Parkinson will soon take off again with the Austrian Airlines Group and wish a pleasant journey! (you. have. got. to. be. joking.)
If you think I will ever fly with Arrogant Airlines again you have another thing coming. The seats are tiny, the food - what food?, the arrogance of the cabin crew - I can carry on but you'd get bored.

Yours sincerely
___________________________
AUSTRIAN AIRLINES GROUP
[Name redacted]
Teamleader Customer Relations

The airline have declined to reimburse your additional charges incurred due to technical problems. This may be something that can be claimed via your Travel Insurance. If this is a path you would like to follow, please let me know as I have asked the airline to provide some confirmation of the delay to provide to the insurance company.

Therefore I must advise with regret, that on this occasion it is not a more positive outcome but hope that this will not deter you from using our services in the future.

AmEx have, as usual been super in all this. I don't have a bad word to say about them.

Regards

[Name redacted]
Customer Services Representative
American Express Business Travel


So. Travel with Austrian Airlines at your own risk. They suck.

Samsonite Suitcases

They say that a satisfied customer tells one or two people about their experience. A DISsatisfied customer tells a dozen. I'm about to break that "truth".

I have a very large, purple, Samsonite suitcase which has been round the world a few times with me and has been a tried and trusted carry all for me. Recently the extendable handle developed a crack which widened to the extent that it was starting to break off completely.

I popped into my local Samsonite store (Bluewater in Kent) and asked if it could be repaired and if so how much. Certainly came the response and it would be between £25 and £50 to repair. Fine I thought, better than £200 for a new one and off it went.

A week later and I get a call from the store. All done, they say, come and get it.

I get to the store and by bag is duly presented to me all repaired and shiny. Well, not terribly shiny, it has travelled a bit. I ask how much and I'm told £43.14 which I am happy with. Right on the estimate. Cool.

And then the kicker. In this case Mr Parkinson, we're going to waive it. Pardon says I? We 're waiving it. Free. Gratis.

Wow. Did I leave the shop with a smile on? Will I be looking at Samsonite favourably from now on? WIll I be more likely to buy a suitcase from them in the future? Will I tell my friends? Will I blog about it?

Yessirreejimbob. I will. And some.

If other companies paid attention to this kind of customer service the world would be a better place.

Specifically, I am thinking about you AUSTRIAN AIRLINES who left me stranded at Heathrow recently with no way of getting home and a stiff finger from the people in Vienna when I explained what their two hour delay was going to do to my return journey home...

and you, RED HERRING MAGAZINE who still haven't refunded my subscription after six months of emails and calls.

Companies like this SUCK and should be avoided. At. All. Costs.

I hope Red Herring goes the same way as Business 2.0 magazine and Austrian Airlines get privatised.