Hainan Airlines Replies To My Grievous Complaint And Offers An Apology

Dear Mr. Jack Waldbewohner,

Thank you very much for choosing Hainan Airlines. We feel deeply sorry for any inconvenience that you have experienced on the flight HU7292, 13th OCT, 2008. We really appreciate if you would like to accept our sincere apology for our service that did not satisfy your expectation when the flight was delayed due to mechanical failure.

Hainan Airlines has investigated what you indicated on the pervious letter immediately. Before take-off, a transit check had been made on the HU7292 in case of making sure the flight equipment was airworthiness. During the flight, a windshield heating wire failed and the failure caused cracks inside the third layer of the windshield. The flight crew executed instantly the Emergency/Abnormal Procedures of the Quick Reference Handbook. While, QAR data shows that the operation was correct. In accordance with the CAAC’s principle that we have to land at the nearest airport as soon as possible to provide  the passengers with the utmost safety during the flight.

Aircraft control and operation differ from type to type, even from country to country. All of the flights of Hainan Airlines are operated strictly according to the aircraft manufacturer’s instruction manuals, CAAC‘s rules and regulations, company’s Operating Manuals. The safety system of Hainan Airlines has passed the CAAC’s Safety Operation Audit and IATA’s IOSA Audit. The flight safety record of Hainan Airlines has also been keeping for 15 years. Please be assured that having the safest and most reliable aircraft is the most important of Hainan Airlines’ top priorities.

With reference to your letter what a regret  that we fell short on our delay flight service. We value your professional views and suggestions very highly and we have immediately taken an action to check our service system and try our best to improve our service from now on, and enhance our staff’s ability for a better service quality. Efficient perfect service is the only way to lead our company become a successful airline brand, We commits to provide all of our customers on the highest service standard, and re-build your confidence to fly with Hainan Airlines.

Thank you again for choosing Hainan Airlines. It would be our honor to have   an opportunity to serve you again at the level of performance you expect and deserve from us.

Yours sincerely,

Hainan Airlines