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Please find attached a sample of 3 complaints we received from crew members regarding their experiences in 3 different hotels and the Reponses that we received from the hotel

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Please find attached a sample of 3 complaints we received from crew members regarding their experiences in 3 different hotels and the Reponses that we received from the hotel. If you were to be successfully appointed in one of these roles, then you would be receiving the crew member feedback and you would be required to write to the hotel with the information and request a response. Upon receiving the response you would need to assess if the response was complete and adequate to go back to the crew member with, and if not you would need to write back to the hotel to ask for further information. Once you were satisfied with the response from the hotel you would need to write back to the crewmember in response to their complaint, sharing the information that the hotel provided.

 

For each of the 3 complaints, we would like you to determine if there is enough information from the hotel to give a satisfactory response to the crew member, where you feel more information is required, we would like you to draft a suitable follow up email to the hotel or to the crew member to request further information/clarification. Where the hotel response is adequate to respond to the crew member then we would like you to write an appropriate response to the crew member sharing with them the information received from the hotel

 

 

 

Crewmember Feedback # 1

 

Feedback ID: 138843

Hotel Name: Hotel X

Crew notified hotel: No

Room Number: 1017

Check-In: 30 Jun 2022

Check-Out: 30 Jun 2022

Arrival Flight No: 0884

Departure Flight No: 1721

Department: Flight Ops Crew

Feedback Type: Complaint

Topic: Room - Room Condition

 

Comments: Drain in the tub was stuck closed.

 

Feedback ID: 138844

Hotel Name: Hotel X

Crew notified hotel: No

Room Number: 1017

Check-In: 30 Jun 2022

Check-Out: 30 Jun 2022

Arrival Flight No: 0884

Departure Flight No: 1721

Department: Flight Ops Crew

Feedback Type: Complaint

Topic: Room - Room Condition

 

Comments: 35-40 minutes standing outside at 8pm with a 7 am van time. It shouldn’t take us over an hour from flight arrival to get to the hotel across the street from the airport.

 

Hotel Response # 1

I realize that my response is time sensitive, please accept my apologies for the delayed reply.

Room 1017 was placed OOO to inspect and repair the drain and I am unsure if the crew member called when he arrived at the terminal or if he was calling from curbside. Our records do not show a delayed pick up for this flight.

Please let me know if I can be of further assistance.

I wish you the most wonderful weekend!

 

 

 

Crewmember Feedback # 2

Feedback ID: 138652

Hotel Name: Hotel Y

Crew notified hotel: No

Room Number: 1202

Check-In: 28 Jun 2022 03:24 PM

Check-Out: 29 Jun 2022 08:45 AM

Arrival Flight No: 5135

Departure Flight No: 4903

Department: Flight Attendants

Feedback Type: Complaint

Topic: Hotel personnel Complaint

Priority: Medium

Subject: Hotel alarm going off

 

Comments: Tuesday 28th, 2022, at 10:20pm the fire alarm at Hotel Y went off, there was no sounds just flashing lights. The way how the fire alarm was Situated it was at the side of the bed right in my face. After the blaring lights woke me up from my sleep. I called the front desk immediately to ask what’s going on, I was told by the front desk that they were having a problem on the 6th floor, they don’t Specify how long the problem will take to be fixed. I couldn’t go back to sleep . I was not the only room that had this issue it was the whole entire hotel.

 

Hotel Response # 2

Thank you for sharing the crew feedback. I took a look into the situation and the hotel fire alarm was triggered at 10:14pm from the 6th floor. Emergency services were here at 10:19pm to investigate. They accompanied security to the 6th floor where they investigated, determined it was a false alarm and gave the all clear and go ahead to reset the alarm. The flashing fire alarm lights were on for approx. 15 minutes. Please extend our apologies that the crew member that was inconvenienced, our staff and emergency team worked as fast as they could to determine the issue, get the all clear and disable the alarm. If you need any additional information please let me know.

Have a great day!

 

 

 

 

 

 

 

Crewmember Feedback # 3

 

Feedback ID: 140270

Hotel Name: Hotel Z

Crew notified hotel: No

Room Number: 50000

Check-In: 13 Jul 2022 01:52 AM

Check-Out: 14 Jul 2022 01:53 AM

Arrival Flight No: 5274

Departure Flight No: 0482

Department: Flight Attendants

Feedback Type: Complaint

Topic: Safety incident or concerns (please explain in details below)

Priority: High

 

Comments: Hello I am writing the crew care report as a Check Flight Attendant for FA# 105449 as she is a NEW FA doing her initial operating experience with me this eve. Her layover is tonight in Hotel Z. She called the hotel at 9:40 PM announced herself as an FA and the woman who answered told her to take the Airtrain to Federal Circle so that they could pick her up. Why would any hotel pick up from someplace that is desolate this time of night seeing that the federal circle stop is for rental car pick up and off site federal office buildings (PA NY/NJ) that are now closed - there are no passenger terminals there. The FA ended the call and told me what occurred. I told her to call hotel back because as of 7/11/22, there is no Airtrain to terminal 2. When my new hire FA called back for van pickup at terminal two and mentioned the Airtrain closure, the woman on the phone again said to go to Federal Circle. New hire said how can I get there if there’s no Airtrain. The woman on the phone who represents the hotel then asked the new hire if she was in uniform. I am not sure what the airport pick-up location has to do with if the FA is in uniform?

 

Hotel Response # 3

There is no way any one from the FD will ever tell a crew member to go to federal circle. I believe that this crew member did not identify herself as a crew and that’s why she was instructed to go to federal circle. We have this a lot with this airline crew where they call and just say they are at T4 or T2 and are instructed to go to federal circle. Crew must know to identify themselves as a crew member from the beginning of the call.