I write to commend one of your employees Mr. Huron Chen for his outstanding effort and service in Sanya today.
One of the most senior Executives of The Coca-Cola Company, Mr. J. Heaton had been booked into HX162 Sanya – HK today. We had received confirmation of the booking but due to manual error on Agency/your side, Mr. Heaton was not appearing on the screen for check in at the desk. Mr. Huron Chen intervened, helped the desk staff to search possible options and realized Mr. Heaton had been booked with the right name but wrong date (May 28 instead of March 28).
Huron kindly explained to us that manual error of this kind happen between these two months as their abbreviations are similar (May vs. Mar). He then immediately provided economy seat AND pass to your Lounge. Then he came to change ticket to business class in the lounge as Mr. Heaton had originally reserved business class. We were impressed by Huron’s proactive, kind, calm and effective approach. A great role model for your HK Airlines we believe as uncommon to see this level of commitment to customer service. A big thank you to Mr. Huron Chen on behalf of Mr. Heaton.
We count your will kindly provide acknowledgement/reply to this letter.
Roberto Guidetti Vice President – Mainland China Franchise The Coca-Cola Company