THE EDITOR, Madam:
AS ONE of the supposed persons who made "an unwarranted attack on Air Jamaica" let me state that I have always travelled Air Jamaica and have always encouraged visitors to do likewise. I am saddened by the comments made by the Chairman that there are persons who are putting the performance of the company at risk by their attacks.
I wrote about our experience when travelling on Jan. 4 with my family (Star of Jan. 12), inclusive of a 4-year-old boy and 9-month girl and the substandard service and irresponsible behaviour of its employees. I put this to the papers after sending two e-mails to the company itself and not getting a reply to date. I therefore sought other mediums to highlight the problems we encountered and the need for all persons in the company to be more responsible in carrying out their duties.
To date, the piece of luggage lost has not been returned to us. Persons from Air Jamaica have indicated they would have called us back to report progress but we have had to be calling long distance each time to get some sort of answer.
If the chairman wanted to find out whether we are who we say we are, our e-mail and address was indicated for all to test. But not to worry, I will give you e-mail, address and phone number that will again give Air Jamaica the ability to do so.
A company that cannot use criticism to increase its efficiency is not one that is looking to customer service as the trump card to use against external carriers.
I hope this letter will help Air Jamaica to be more understanding when their customers complain and see it as an opportunity to continue excellent service and uphold their motto of being "The New Air Jamaica". The problems they may be having with the Government should not be lumped with displeased customers who are demanding that employees and employers of the company do better.
We are etc,
BRUCE RICHARDS
GLENNER RICHARDS
E-mail: bruglen@negia.net
100 Rogers Road, Apt. M301
Athens GA 30605
Phone: 706-354-0912
Via Go-Jamaica
