Afternoon! Sorry I have not been able to update this until now, its surprising how much of my time this is taking up (not that I mind) and how much time I have to set aside to sit down and read and respond to the comments and messages Ive been receiving since this all started. I responded the email replies I had from Wightlink on Friday afternoon and I got a reply almost immediately, which I am guessing is a good sign that what I am saying is being taken on board. There has been a lot of suggestion that I open my tea and cake initiation on the day to others and initially my thoughts on this were that I would be selfish not to share this rare opportunity with those who are as equal as I am, and that Wightlink should listen to what people have to say. There was a lot of interest in this and numerous people have messaged me requesting to be kept informed of a date and place when this would happen. However, as I have said I am fair. It would be incredibly unfair, despite the wrong doings of Wightlink, to arrange, what in essence would be, a witch-hunt. So in my email to them I wrote: I would like to thank you for accepting my invitation of tea and cake, and of course the chance to talk, however I am not a selfish girl and think that there are a number of others who would also appreciate the opportunity of a little chat given the chance, so what I am asking is that between us we can arrange a meeting between yourselves, myself and a few others. As I said before I am quite happy to make the tea and even bake a cake, I am just asking for your commitment to meet with a small number of disgruntled customers who would appreciate the opportunity to be listened to and to give you the opportunity of trying to make things right, or at the very least creating some positive PR surrounding customer relations for yourselves, because lets be honest, you and I both know the County Press (amongst others) are interested in this story. The response I got basically said no, they wanted to discuss my specific issues with me and felt that it wouldnt be appropriate for others to attend, however they understood if I wanted a second person with me. Mr Persad then went on to explain that there are regular meetings between customers and the managers of Wightlink and that they are free for anyone to attend. I AM URGING YOU TO ATTEND THESE MEETINGS. As it is information I am assuming was intended to be passed on, I shall copy and paste that section from the email. We do have a number of forums where our customers can meet with us to discuss their concerns directly with our management team; these include two established customer forums (East and West Wight) and our Meet the Managers sessions which take place at all of our ports on rotation. These forums have been well attended and changes to our services have been directly instigated as a result of discussions held with our customers at these meetings. We would welcome those customers that you mentioned and indeed any others who wish to talk to us to come to any of these sessions. When announced details of these meetings can be found on our website and we also publicise these in advance. The next Customer Forum Group is being attend by representatives from various Facebook groups and our next Meet the Managers meeting event is to be announced soon. If they are unable to attend these meetings, they are more than welcome to get in touch with us by email at [email protected] or by writing to us at Wightlink Ferries, Gunwharf Road, Portsmouth, PO1 2LA. Again, if you have any issue with Wightlink ATTEND! Whilst the various posts to groups on Facebook, the comments and messages I have seen and received are all brilliant, unless you direct these comments to Wightlink they are pretty much wasted, I am sure there are Wightlink spies all over the show and they do get to see what’s being written, but unless it’s an official complaint there is nothing that can be done. It wont be acted on and they will carry on to get away with whatever it is they are doing. Whilst Wightlink (specifically Mr Persad) have declined to meet anyone else on this occasion, I am willing to present him/them with a collection of reports/complaints from the wider community! So what I am asking you to do is SEND SEND SEND! Ive seen so many stories all over facebook and trip advisor about shoddy service and rude staff.... but as I said before, despite fuelling hatred it isnt causing any resolve.... SEND THEM TO ME! Include as much information as you can, dates and times, names and contact details for yourself. Im so sorry that I cannot extend the invitation to tea, I just hope this will be second best! I am one email away from setting the date for this meeting with the suggestion of arranging it for Monday 8th September - this gives you plenty of time to send me anything and everything you want to bring to their attention! On another plea... does anyone have any advice for me? Anything I really should be saying? I am very good at writing an email but when I am in the moment sometimes I get a mind blank! Anyway, SEND SEND SEND! And SHARE SHARE SHARE! I want to hand over a folder that’s packed to its limit with reports from you lot! As I said before – “If you want them to listen, you need to shout!” – I know we can do this! Ciao for Now, Love Hannah x
Posted on: Mon, 01 Sep 2014 15:52:54 +0000
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