Response to: You asked for feedback…here goes

A nice response from [US-based legacy carrier]. I hope they plan to extend the food for purchase options to all passengers. Here it is in it’s entirety, except, as with the initial letter, I removed identifying details like names and titles.

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Thank you for contacting [airline] regarding your recent experience at the [airline] Terminal at JFK.  X has asked that I extend her personal apology for the unsatisfactory conditions you described and thank you for your well-focused comments on what areas need improvements.

We appreciate your interest in our company and applaud your efforts to make recommendations to better the needs of all our customers.  Be assured X has shared your message with Y.  We also appreciate the opportunity to address some of your issues.

As you no doubt noticed construction is underway with the relocation of [airline] Terminal 3 operations to Terminal 4 which is anticipated to be completed by May 2013.   The project also includes the expansion of Concourse B, including 9 new international gates, the construction of a passenger connector between Terminal 2 and Terminal 4, expanded areas for baggage claim, Customs, and Border Protection, and, ultimately, the demolition of Terminal 3 which will be completed for aircraft parking in May 2015. [Airline] continues to make substantial investments in New York and our terminal project at JFK is among the most significant.

As to your comments about restaurants in the terminal, I would like to point out that we recently signed an agreement with OTG cafés and bars and they are now located within our JFK [Said airline’s frequent flier program] Club locations.  As a result of feedback from our [FF program] Club members, they also asked for an outlet with the option to purchase made-to-order food products, premium liquors, specialty cocktails, and expanded beer and wine products without having to leave the Club.  As a gesture of goodwill, I will be mailing you a couple of [FF program] Club one-day passes so you can enjoy the amenities at one of our JFK Clubs.  We look forward to seeing you in our Club soon.

Regarding your comments about the security lines and dressing areas after security, we encourage you to contact the Transportation Security Administration (TSA) regarding these issues.  You may access their web site at www.tsa.gov/public/.

As a [Frequent Flier Program] member, you are an integral part of our customer base and we are always interested in your feedback.  Thank you for taking the time to write.  We deeply value your business.

Sincerely,

X

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