American Airlines

When I went to the last Travel Fair, I passed by the American Airlines booth. The people who were manning the booth were pushing their Manila-Los Angeles (via Tokyo) roundtrip promo fare which was only at USD 650 for a flight in April 2007.

The rate was attractive but of course, a straight flight is always more convenient when you are traveling with children. Still, I decided to talk to the Corporate Sales Account Manager who was there at the booth. She asked for my travel details and promised to send me a quote via e-mail as I gave her all of my contact information. The date was February 9, 2007.

I got the calling card of the person I talked to and on February 13, 2007, I sent a follow-up e-mail, inquiring about the quote that she promised. Today is February 20, 2007 and I still have not received any reply (nor any error message in my mail either.)

Oh well. This just demonstrates the importance of customer service and follow-up. You may have a product to offer at a good price but if you do not respond to a potential customer at the right time, then that customer will be gone forever. More so, when you say that you will give the customer something and do not deliver.

[By Angelica Viloria | Tuesday, February 20, 2007]


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