Open letter to the Chief Executive Officer of EasyJet

Sep 12, 2019

Attention: Johan Lundgren

The Chief Executive Officer
EasyJet

Dear Mr Lundgren

The study conducted on strategies to improve aircraft boarding and their impact on airline profitability makes for interesting reading.

My recent experience on EasyJet runs contrary to those findings. Customers in the boarding queue traveling with a hand-bag and cabin luggage were instructed that this was contrary to EasyJet policy, and that the handbag must be packed in the cabin luggage. Those of us who travel frequently separate our luggage in a way that security, boarding, and in flight inconvenience are minimised, and the handbag is an effective part of the tactic.

Fitting the handbag into the carry-on was not an issue. But there were issues, as other passengers were held up as I retrieved my passport from the handbag as we were leaving the terminal, and again when extracting the handbag before putting the carryon into the overhead.

After discussing these issues with the senior cabin attendant, a number of passengers who were on their first flight with EasyJet expressed their support. Never again, was their common refrain.

Given that getting new customers is approximately ten times more expensive that retaining existing ones, the EasyJet policy is unsound business practice.

In the short term, the additional charges for excess luggage may conceal the long term losses that this strategy generates.

The EasyJet policy certainly derives from the profitability of ancillary services when they were introduced by airlines early in this decade. But charging customers at the airport is a delicate balancing act, if one values customer loyalty.

Being informed by the ground crew that the inconvenience of packing a handbag into one’s carry on is the customer’s fault, because of the way they booked the flight, does not generate any goodwill.

There are low cost carriers that treat their customers well, and their ongoing profitability proves its value.

There is increasing evidence that the world’s economies are headed for recession in 2020. The economic implications of the quantitative easing strategy used to recover from the great recession of 2007/8 will be felt at that time. Businesses that have not built good customer relationships will suffer most.

Good luck.

Yours sincerely,

Roy R Dalle Vedove

Open letter to the CEO of Webhostinghub.com

July 5, 2019

Attention: Mr Todd Robinson
CEO
Webhostinghub.com

Dear Mr Robinson

Int-forex.com

Changing service providers is challenging. Webhostinghub promised the services that I needed, and I subscribed. Your technical support team is excellent. Not only that, your documentation is detailed, and easy to follow.

But I’m unhappy. The transcript of the initial conversation with your sales agent, Adam Block, confirms that you provide event scheduling on MySQL on the Nitro package that I purchased. The conversation confirmed that Webhostinghub will meet the explicit requirement to create events from within applications, without manual intervention.

Following the principle of “Caveat Emptor”, the needs were specifically stated, without any opportunity for misunderstanding.

Now, I have been informed that the service is not available unless I upgrade my package. That’s a bait and switch strategy. Tarnishing Webhostinghub’s hard-won reputation like that is undesirable.

I have been reminded that you have a 90 days money back guarantee. What I want is what I was promised. Technically, this is a simple using a single command with super admin privileges. My needs place no additional load on the server. Yes, other users might, but that cannot be used to force me to pay for an upgraded service.

We have routes to a sensible solution. Please contact me if you wish to explore them.

Yours sincerely,

Roy R Dalle Vedove