However, I admit that we have been falling short on this
commit in the last few days and not living up to our promise to offer a
reliable schedule and on time performance that we have come to be known for.
Knowing that you have been inconvenienced and disappointed with our services
has been heartbreaking for me and the entire Dana Air family.
I accept that our recent disruptions due ramp congestion,
bad weather, and most recently, scarcity of fuel would have affected your plans
and I understand how frustrating it would have been for you to contact our
customer service representative to reschedule your flight or having to wait in
some instances, but I would like to reassure you that all your feedback has not
gone unnoticed regardless of how your sent them.
We Owe You an Explanation…
In a statement sent to thw media, endorsed by
Sukhjinder Mann, Deputy CEO saying Your safety and comfort is not negotiable
and takes precedence over any other consideration. However, the varying
operational concerns stated earlier had some effect on the delivery of our
promise and commitment to you. But with this note, I promise you that many
changes and enhancements are in the works. Yes, it might not happen overnight,
but I am confident that they are achievable, he added.
On fuel scarcity, he said we are working with our partners
to significantly mitigate the challenge and I am pleased to advise that we have
made major inroads in this area with our key suppliers. We will continue to do
our best to minimize any foreseeable challenges while hoping that the situation
improves generally for all carriers as soon as possible.
On ramp congestion and terminal infrastructure, Mann further
assured that we have commenced talks with the airport authorities on practical
solutions to these issues. A slight delay due bad weather at destination or
congestion due to inadequate aircraft parking space might cause extensive
delays on all the flights an aircraft is scheduled to operate on that day.
These are ongoing issues for us and all local Nigerian airlines, but better
days are ahead as we remain committed to finding lasting solutions to these
issues with the cooperation of the airport authority and terminal operators.
Today, I write to ask for your patience and understanding
while we make that happen. I cannot thank you enough for your constant support,
loyalty, and valuable feedback – it helps us to know what we need to address to
remain your airline of choice.
You remain at the center of everything we do and your
confidence in us is the reason we have won the highest of awards for aviation
excellence over the last 13 years. Our determination is to make Dana Air one of
Nigeria’s most reliable and customer friendly airline with a commitment to
maintain our safety standards, operational efficiency, schedule reliability and
renowned service.
For those cherished guests that have been inconvenienced on
the 1st March, 2022 I would like you to get intouch with our call centre so
that we can remedy the situation and make matters right for you.
You are the reason we fly and since we let you down
yesterday we would like to offer each affected passenger (on the 1st March,
2022) a complimentary ticket (matching the class of travel that you flew with
us on) and a free Dana Miles card with 5,000 points already loaded on it for
you to help you earn that next free ticket on Dana Air – it’s our way of saying
sorry for the inconvenience caused to your travel plans and that you really
matter to us.
Thank you for choosing Dana Air and we look forward to welcoming
you on board again very soon, again please accept my sincere apologies for the
disruption that you had to endure.
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