Unaware of flight glitch
I refer to the letter from Sylvia Talbot headlined, 'Angered by callous attitude' (South China Morning Post, April 16). On reading the letter we undertook an investigation.
The Gulf Air flight she referred to, No GF150, had arrived in Hong Kong as scheduled, on April 12. Staff members were thus under the impression that the operation was normal and handled the inquiry in the usual manner, that is: Check when the flight actually arrived.
Check if the passenger was late to come through customs due to baggage problems.
Check if the passenger was being held up for immigration reasons.
In the aftermath, staff realised that GF150 had come from Bangkok with the Bahrain/Bangkok sector cancelled due to the strike of Air Traffic Control in India, on April 11. Regrettably, the staff member was rather new and inexperienced. She was not aware, at that moment, that Ms Talbot's sister was supposed to join the flight at Bahrain and would not be on the flight originating from Bangkok. Admittedly, she had not offered further courteous assistance apart from the usual routine service.
She has been informed of her unsatisfactory performance. She has been suitably reprimanded and cautioned to show an improvement in her customer handling skills. All members of staff have also been reminded to be more tactful in dealing with arrival information inquiries. We have replied directly to Ms Talbot, explaining the incident and have offered our sincere apologies for all the inconvenience caused.
We thank her for bringing this matter to our attention.
ALICE TSANG Assistant Passenger Services Manager Ticketing and Passenger Information Services Jardine Airport Services Limited