AirPhil Express has terrible and bad customer service - Update

Finally, after tweeting and blogging and posting it on Facebook, AirPhilExpress finally emailed me! They have finally emailed me back. And, it only took 3 months! That's just a quarter of a year. This is what they've sent me:

Dear Mr. Galliguez,

We refer to your feedback through the online networking site, Facebook, for our attention. Thank you for your patience in awaiting our reply. On behalf of Airphil Express, our sincerest regrets for any disappointment caused you as a result.

We are grateful to receive comments with regard to our services. Certainly, feedback such as yours, enable us to identify areas that need enhancements. We have noted your concern with importance and have since forwarded them to the offices concerned for their appropriate attention.

Moreover, we lament knowing that the service handling of our Airport Representative in Iloilo impressed you unfavorably. With due respect, please allow us to explain that as a new policy guided by our domestic tariffs, approved by the Civil Aeronautics Board (CAB) of the Philippines, our Front Row and Emergency Exit Row Seats are to be paid for when requested. These seats are our Premium Seats with a charge of PHP200.00 each. As an existing procedure, these seats are blocked for airport assignment and are last to be released.

Anent to the seat provided to you, we regret learning that you were provided an unclean seat which caused you discomfort during the flight. It is our goal to provide our passengers total comfort and safety during the flight. Furthermore, we do not tolerate inefficiency from our cabin crew whom we expect to be best in this area. You will appreciate to know that we have since brought the matter to the attention of our Officer-in-Charge, Maintenance and Engineering and Assistant Vice President-Inflight Services for the necessary corrective action to prevent occurrence of similar incident.

Thank you the opportunity to communicate with you. We are aware of instances when our services seem not to meet expectations. However, it is not our intention to cause you any disservice and can only hope to merit your understanding. Despite the turn of events, we hope for another chance to restore your confidence in us, under more pleasant circumstances.

Sincerely,

This is my response to them:

Thank you for your email. I believe that my posts on other social networking sites have finally reached your office and have merited this response. Forgive me for being a bit curt as it had been months since I have received any kind of response. (It has been a total of almost 3 months - since April, I believe). Also, I'm a Miss Ian. My name is quite deceiving but rest assured, I am a girl. :)

I completely understand where you are coming from when it comes to following policies and procedures. My boyfriend and I are well aware of FAA and global regulations. It's just as you have said, that you value your customer's safety and comfort. How can I feel safe when the seat next to an emergency exit is unoccupied? The time that it would take for an FA or anyone else to get to that door in the event of a crash landing is detrimental to the odds of survival. Should another passenger get to that door, they wouldn't have known what to do because he or she wasn't given the instructions or have read the safety card. Technicalities and a bunch of what ifs, I know. But I understand where you're coming from.

I appreciate your response, though quite belated. This is a good step to improvement. I hope that it does go beyond this parry of emails and reflect in better customer service in every step of the AirPhilExpress experience.

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On a different note, mejo naimpress ako sa kanilang usage ng anent. Who uses that word nowadays anyway? Or at least in an email.