• Thu
  • Oct 30, 2014
  • Updated: 8:02am
Lai See
PUBLISHED : Friday, 21 June, 2013, 12:00am
UPDATED : Friday, 21 June, 2013, 4:18am

CSL 'reaches out' to overcharged customer

BIO

Howard Winn has been with the South China Morning Post for two and half years after previous stints as business editor and deputy editor of The Standard, and business editor of Asia Times. His writing has also been published in the Far Eastern Economic Review, the Wall Street Journal, and the International Herald Tribune. He writes the Lai See column which focuses on the lighter side of business.
 

We have had a spate of complaints from readers complaining about poor service from banks, phone companies, cable television and credit cards. A recent case involved a reader who left Hong Kong in November last year and informed CSL he would no longer require its services. However, CSL continued to debit his Amex card. He sent them three emails over six months all of which went unanswered.

When our reader sent his complaints to Lai See, we passed them on to CSL. They subsequently got in touch with our reader and, after about three days, agreed to refund him the HK$16,653 they had charged him after he stopped using the service. In an email to our reader, CSL wrote:, "Thanks for your time and effort to share us with your valuable feedback, we truly treasure customer feedback."

CSL got back to Lai See with the following comment: "1O1O reached out and held cordial discussions with the customer. After the discussion, CSL notes that the customer did not terminate the service through the right channels. Hence, 1O1O did not receive his notification to terminate the service," a view with which our reader disagrees. "However, due to the good faith of the customer and mutual understanding of the situation, we have agreed to refund the charges." Despite the recent "cordial" discussions with CSL, his impression is that it was only the prospect of unfavourable publicity that prompted CSL to act with its recent alacrity.

 

Ivey scholarship winners

The Ivey Business School (Ivey Asia) and the Women's Foundation (TWF) recently announced the four winners for the inaugural TWF Ivey Executive MBA scholarships for outstanding women candidates. The scholarship programme was launched in April to help build and promote a pipeline of women for senior executive and non-executive roles in Asia. The four winners are Cora Hui, software development manager at BMO Financial Group; Elizabeth Li, business manager, vice-president at JP Morgan; Janet Chung, platform development and strategy department, Hong Kong Exchanges and Clearing; and Frances Wong, co-founder of Maze Atelier.

Su-Mei Thompson, chief executive of the Women's Foundation, said: "This scholarship programme is part of TWF's mission to challenge gender stereotypes and increase the number of women in decision-making and leadership positions." Dr Janet De Silva, Dean of Ivey Asia, added that the scholarship "will increase the supply of suitable women candidates for C-suite positions".

 

Police report

We see that the police are patting themselves on the back for having concluded a campaign to remind drivers of public service vehicles and goods vehicles of the importance of safe driving. This, we are told, was "the latest in a series of campaigns conducted by the Police using publicity, education and enforcement to target moving traffic offences."

In its press statement it gives a phone number to report improper driving on the part of minibus drivers. What a shame it can't do the same for something that people really care about, that is, illegal parking and the impunity with which the seven-seater set is able to park wherever they like and for as long as they like. Do something about that, and we might look on their demands for a pay rise more favourably.

 

When size matters

Samoa Air, the airline that made headlines last year when it began charging passengers by their weight rather than a set price for a seat, has come up with a new innovation.

It has introduced an XL class for passengers that weigh more than 130 kilograms so they can travel in greater comfort. Rows in the new class have been extended to make them 30cm to 35cm wider. "It's sort of like a three-seat couch," the airline's chief executive, Chris Langton, explained.

Samoa has one of the highest rates of obesity in the world, according to the World Health Organisation. The airline, which started flying last year, charges a set rate per kilo for passengers and their luggage.

Langton believes other lines will eventually adopt the same approach. According to an economist with Qantas, the average passenger weight has increased by 2kg since 2000.

 

Have you got any stories that Lai See should know about? E-mail them to howard.winn@scmp.com

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3

This article is now closed to comments

yongms
I'm all for charge by weight on flights. I'm the heaviest in my family at 62Kg.
asiaseen
One can have limited sympathy with the ex-CSL customer - one letter/e-mail to Amex cancelling the autopay was all it needed.
HK_eh!
i hope the Samoa airline policy will be adopted by US airlines, but I hold little hope due to "political correctness".
Not against obese people, but when you overflow into my paid seat space, and I have to ensure discomfort for a paid flight, who is being disadvantaged?
There needs to be a limit.
 
 
 
 
 

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