GRUPO TACA - Please post the following complaint regarding my recent trip on GRUPO TACA. Many thanks for your help

GRUPO TACA - Please post the following complaint regarding my recent trip on GRUPO TACA. Many thanks for your help

Complaint letter regarding my recent trip on GRUPO TACA

Dear Sir or Madam:

Please post the following complaint regarding my recent trip on GRUPO TACA. Many thanks for your help. Ms. Sentine

September 27, 2004 FOR IMMEDIATE AND PERSONAL ATTENTION! My name is Lisa Sentine and I would like to say that I've traveled on commercial airline carriers like TACA airlines on a regular basis for business as well as for pleasure for over 7 years. I traveled on your airline for the convenience of having a direct flight to Honduras. On my recent trip to take care of my frail and ailing mother I was disgusted with the poor customer service that was provided by your agents at the airport. Their frequent and obnoxious behavior, lack of customer service skills and paying attention to details has cost me financial, mental and physical stress.

This recent trip has proven to be too much to handle and the experience that I am about to describe in this letter is appalling and I hope that you will be astonished, amazed, and hopefully ashamed of your airline and the people that represent you. I sure am. My trip began on August 7, 2004 and ended on August 27, 2004 on flight # 575-574 from New York City to San Pedro Sula, Honduras and then on to my final destination in La Ceiba, Honduras. I was looking forward to spending 21 enjoyable days with my mother and sisters, but was unable to do so because I was stressed out by the predicament that I was placed in by your airline that I became ill. For example: &#183 I was asked by one of your agents to put my luggage (1 piece) on the scale to be weighed. At the same time he put another luggage on the scale while mine was still on it and continued to process my paperwork. When all was done I was charged $100.00 dollars for 10 pounds of over the weight limit. I paid him in cash. He then asked me to sign some papers, and assuming that I was signing for a receipt. I signed. &#183 My luggage arrived 14 days later tagged with another person's name, destination and, of course, items were missing and my luggage was damaged. In this case I had to repurchase the basic necessities, i.e., nightwear, toiletries and underwear to function in my daily routines. Because of this inconvenience, and having to spend money for replacing those items, I had to borrow funds to purchase medications and other health related equipment for my ailing mother. &#183 When I arrived San Pedro Sula, Honduras and realized that my luggage had not arrived with me, I went to the TACA representatives at the airport to ask for an investigation and for their help in finding my luggage. I was treated with a "what am I suppose to do" attitude and was told that there was nothing that could be done. In the mean time I had to survive the best I could by borrowing and wearing someone else's clothes. &#183 The agent failed to ask or notify me that I was signing for permission to send my luggage as cargo. I was lead to believe that I was signing a receipt for the release of my luggage to board the aircraft and for the over the weight limit charge. I think it's a tragedy when a customer who has faithfully used your services for many years is treated in a rude and unprofessional manner. It is hard to believe that companies are still doing business this way in the year 2004. Obviously, at TACA your representatives had never heard of the concept of MVC (Most Valuable Customer). Just in case they are not familiar wit this approach, the MVC is the customer that you already have (i.e. me). Normally, these are the customers you don't want to lose. After all, research has revealed that it will cost you seven times as much to find a new customer as it does to keep an existing one (i.e. me). To resolve the problem, I would appreciate your action in refunding my money for the overweight charge, compensation for the 14 days that I had to endure without my luggage and the amount I paid for my airline ticket. Enclosed are copies of my records. I look forward to your reply and resolution to my problem and will wait until October 27, 2004 before seeking help from a Customer Protection Agency or the Better Business Bureau and the U.S. Department of Transportation.

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Sandra Se

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