# 007 Quality is having Customer Focus

At the end of the journey there was an announcement apologizing for some problems with the audio entertainment system. Further all the passengers were handed out an apology letter. This was followed by a issue of a voucher for USD 100 to all the business class passengers and a coupon for equivalent value as discount to all economy class passengers to be adjusted in their next purchase of an BA ticket. Further on arrival at the destination Airport passengers were further asked whether they have received the letter and the voucher/coupon.

How many airlines issue letters of apology leave alone vouchers/coupons? This is Quality. Not allowing customers to give room for complaint and seizing even such adverse situations to advantage by retaining customer loyalty. This truly qualifies to be called Customer Focus that is addressed in Clause 5.2 of ISO 9001

In closing it is also worth mentioning equally important response to my curious question as to how the airlines would have prepared the letter while airborne and take sufficient no of  print outs to be issued to all the passengers. I was told that they have pre-printed letters in standard format to be given in eventualities such as malfunctioning audio system etc.

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