Av Christian Brosstad.
If you have a complaint about Zoom Airlines services, you can’t expect to be able to send it to Zoom Airlines. Zoom Airlines are really making it hard to give feedback....maybe it's a reason for that. It' can be hard sometimes to face your customers opinions...
This is from their website: “Zoom is committed to caring for our customers from the time of booking through take-off to landing and beyond”. In real world this seems to be just empty words. We have tried to send a complaint to Zoom – even sent it to their managing director Jonathan Hinkles. He doesn’t reply. Not shocking at all….their customer service seems to be just a black hole.
This is our letter to Zoom Airlines:
Dear Jonathan Hinkles, Zoom Airlines
Our experiences with Zoom Airlines flight from New York
It’s hard to find an e-mail address on your website to send queries and complaint. So we try to contact you as responsible for Zoom Airlines.
We’re writing to complain about the Zoom Airlines services we experienced from JFK Airport New York to London Gatwick on Friday 27th of June 2008.
On our way to New York we had upgraded and were very happy with the service. When you pay for an upgrade you are basically paying for more space and sleeping comfort. On our way back to London we upgraded again and expected the same service. This was not the case. Yes, we got more space for legs, but upon boarding we realized that our seats didn’t recline due to the emergency exit restrictions. We told your staff twice about this, but they didn’t do anything about it. People in the economy section had this feature. We paid more and didn’t get that. Where is the logic in that?
The main concern was that we were not informed by your ground staff and the failure to react from your air crew. If we had been informed, we would not have spent 300 US dollars for an upgrade. We didn’t get what we paid for.
Another serious problem with your aircrafts is the toilet facilities. Both our flights with Zoom Airlines had very poor sanitary conditions. The toilets were blocked by paper and human waste (that's shit!). See attached picture. Eight hours is a long flight with conditions like that.
Our concern with this was that the staff didn’t clean or unblock the toilets upon being informed. How is your staff trained to deal with this?
We want a refund for 300 US dollars – the amount we paid for an upgrade. As this was not what we expected from your company and what we paid for.
I work as a PR Director in a public service company in Europe, and I know for a fact that bad PR is damaging for your company reputation both short and long term. I have stopped myself writing about this on my blog before I get a response from Zoom Airlines.
Looking forward to hearing from you soon.
Do u think we'll hear from them?
Links u must visit
More passengers reviews here
Problems with customer service in Zoom Airlines
More bad experiences: http://ask.metafilter.com/89441/Should-I-fly-Zoom
Posted by: Christian | 15/07/2008 at 01:02 PM
More passengers reviews...not good at all....
http://www.airlinequality.com/Forum/zoom.htm#hinkles
Posted by: Christian | 15/07/2008 at 02:52 PM
Hate Zoom Airlines!!!!!! The service was initially ok, and the flight as well. I was trying to call stewardess for 30 min, and when she finally arrived I waited for my blanket for another 15. However, there were just 4 of them, all busy. But I ad the most negative experience with my luggage. They initially lost it somewhere, and no one informed us what happens next on the arrival. Then we had to queue for almost an hour to complete the forms at the airport, and were told they will call us back. For three days, no one called us, and I had all suits for business meetings and all my cremes etc in the lost suitcase. When tried to call their customer service, I was always put on hold for 10 minutes, and then staff either just hung up or said they have no information available. It was 2.5 months ago. Since then, they found the suitcase, and I have sent 6 letters to their customer service claiming compensation - and they didn't inform me that I am eligible for compensation to start with. The issue is still unresolved, and I am very very very stressed about it. Will never ever use the airline again. Very poor service.
Posted by: Anna Lautenschlager | 27/08/2008 at 10:59 AM
I hate Zoom so much, I have created anti-Zoom group on Facebook: "Zoom Airlines and other airlines with poor customer service"
Please join to support
Posted by: Anna Lautenschlager | 27/08/2008 at 11:26 AM
....or join " I hate Zoom Airlines" on Facebook.
http://www.facebook.com/group.php?gid=2416738845&ref=mf
Posted by: Christian | 27/08/2008 at 07:39 PM
1- AS A CREW MEMBER WE ARE NOT THERE TO CLEAN UP YOUR SHIT AND STICK OUR HANDS DOWN THE TOILET. WHY SHOULD WE EMPTY THE DISCUSTING BITS THAT PASSENGERS LEAVE IN COMPARTMENTS WHERE IT SHOULDNT BE LEFT.
ZOOM AIRLINES WAS A GREAT AIRLINE AND WOULD OF HAD A GREAT FUTURE.
SO ON BEHALF OF ALL YOU NAGGING CUSTOMERS I WOULD LIKE TO SAY ON BEHALF OF MYSELF AND THE REST OF THE CREW TO GET FUCKED AND GET A LIFE AS ALL OUR WORLDS HAVE FALLEN APART.
MANY THANKS AND THANK YOU FOR FLYING WITH ZOOM
Posted by: L | 03/11/2008 at 02:06 PM
With all my respect...
I understand completely why Zoom Airlines went bust with employees like yourself...you should know that the most important person for a company is the customer...you didn't care about that...
Hope you have found a new job. Take care.
Chris.
Posted by: Christian | 03/11/2008 at 02:19 PM