Last week I flew China Southern in first class from Los Angeles to Guangzhou and then from Guangzhou to Tokyo Narita. My experience was rather unique, to put it mildly. So I was actually really impressed when I received the following email out of the blue from China Southern yesterday:
Dear Mr. SCHLAPPIG,
First of all, thank you for having been flying with China Southern Airlines. We noticed that you have published valuable comments towards several China Southern flights you took. I would like to express our sincerest appreciations and apology to you.
On reviewing your comments, the company management put heavy emphasis and asked the service dept. to conduct an immediate and thorough survey towards what you have pointed out. And internal discussion has been made on how to improve our premium passenger service and international flight services especially on software, e.g. catering service, cabin supplies and service staff in a short term.
For sure your comments will motivate us to further improve the service of China Southern Airlines. We sincerely invite you put continuous attention to us and share with us your comments and advices through Services and Products Management department’s email address: email@example.com. We will improve accordingly. Thank you again.
We wish you all the best!
Assistant President,Airline Products & Services Management Division,China Southern Airlines
Anyway, I’m really impressed that they emailed me to at least acknowledge the issues. I’m not sure what impact it will have in practice, though. I mean, if next week they go from serving Duc de Paris to Krug, I’ll gladly take credit for that. Or if next time the number of passengers booked in first class is the same as the number of passengers actually seated in first class.
Or if the toilet doesn’t look like a Mississippi mudslide for all 15 hours, I’ll… okay, I won’t take credit for that….
But kudos to China Southern!