Thought Bubbles...

musings, rantings, and what-have-you, about my own small part of the world, and my 'sometimes' not so-ordinary life...something to read and reflect on, and which hopefully will bring a smile to your face... :)

Wednesday, May 03, 2006

Negative experience with Sea Air

I sent out this email to Mr. Mark Hilario and the Sales Department of Sea Air last April 18. This was actually the 2nd time I wrote to them, the first time being April 7, just a few days after we got back from Boracay. But up to now, there has been no reply to any of my email messages. (After waiting almost a month, decided to send this out to my network of friends, and egroups...)

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Date: Tue, 18 Apr 2006 00:41:45 -0700 (PDT)
From: Sheila
Subject: Re: Experience with Sea Air
To: mhilario@flyseair.com, sales@flyseair.com

07 April 2006

Mr. Mark Hilario
Sales Manager
Sea Air

Dear Mr. Hilario:

I am writing to relate to you my experience flying with your airlines. Last March 29, 2006 (Wednesday), my friend and I, with my 2 young sons, were scheduled to take Sea Air Flight # dg038, from Caticlan to Manila.

We arrived at Caticlan around 2:30 p.m., for the 4:35 p.m. flight. Upon check-in, we were asked by the ground stewardess if we would like to take the earlier flight, scheduled for 3:15 p.m.. She then informed us that for the earlier flight, we would be taking the 19-seater aircraft.

Although we had no prior experience flying in a smaller aircraft, we had no qualms about it, so we agreed.

Upon boarding the plane, we were informed by the steward that the flight would take an hour and 5 minutes. Initially, I didn’t mind the longer flight, but I thought that the ground stewardess should have informed us about this, since she knew that we were scheduled to take the 32-seater plane (which only takes 35 minutes to fly from Caticlan to Manila). Strike 1.

Thirty minutes into the flight, my youngest son (6 years old) needed to use the toilet. So we proceeded to the back of the plane, and found out that there was NO toilet. So we had to make do, and I made him ‘pee’ in the motion sickness bag. Strike 2.

Since this was a longer flight, we expected that snacks would be served, since we knew that on the 35-minute flight, light snacks were served. Wrong! No snacks, not even water, was served during the flight. Strike 3.

It was also so hot inside the plane all throughout the flight, that my kids constantly complained and I had to fan them with the inflight magazine. (Should I even say “strike 4”?)

Upon reaching Manila, I related my experience to the ground stewardess. And though she ‘seemed’ concerned, she did not take note of my complaint. She did not make any effort to take down my name, or write down my complaint. She only said that she will inform her supervisor, which I seriously doubted.

As I mentioned to the ground stewardess in Manila, the ground stewardess in Caticlan should have explained clearly what we should have expected flying in a smaller plane. As adults, my companion and I would not have minded the inconveniences. But since I had two young children with me, these information (no toilet, no snacks, longer flight, etc.) would have been vital. And clearly, had I known these, we probably would have opted to wait for our flight on the 32-seater plane, rather than take the earlier flight. And to think that the same fare is charged whether we take the 32-seater or the 19-seater! What gives?!?!

I was really quite disappointed with this experience with Sea Air and I would think twice before flying with your airlines again. I also would hesitate to recommend Sea Air to any of my friends who are planning to go to Boracay.

In the future, you should consider incorporating Customer Service Skills/Excellence, in your training and orientation for your stewards/stewardesses.

Signed,