Monday, June 8, 2009

Thank God for conscientious people...

From: Telibert

Date: June 8, 2009 10:58:55 PM GMT+08:00

To: "Rodermond, Diana"

Subject: Re: complaint Vending Machine

Thanks very much, Jan. You have handled this very well and I am so pleased with it.



On 06 8, 09, at 9:08 PM, Rodermond, Diana wrote:

Schiphol Airport, June 8th 2009

Subject: Vending machine

Dear mr./mrs. Laoc,

First of all we would like to thank you for your complaint of May 16th, 2009. The remarks of our guests help us to improve our quality and service level even further.

You have had a particularly annoying situation with one of our vending machines for which we offer our sincere apologies.

During your visit at Schiphol Airport you put € 5,= in a vending machine, unfortunately the machine did not gave any drinks or changing money.

We take your complaint very serious so we reported it directly to our supplier of the machine.

Normally we give a gift voucher but you want us to donate to a charitable institution of our choice.

I proudly tell you that we donate the money to the Clinic Clowns.

As HMSHost we support them for many years.

Again we do apologise for the inconvenience and we hope we have handled your complaint to your satisfaction. We are looking forward to welcome you at one of our outlets.

With kind regards,

HMSHost Schiphol Airport

Jan Willem Hilbron

General Manager


From: Customer Contact Centre

Date: May 17, 2009 1:50:31 PM GMT+08:00


Subject: Reactie op case 27996: Defective Coca-Cola vending machine at E20 [#27996]

Dear Mr. Laoc,

We have received and registered your e-mail, dated 17 May 2009, regarding the coca-cola vending machine.

Your e-mail has been sent to the responsible department within Amsterdam Airport Schiphol.

Yours sincerely,


Saskia Ruytenberg

Customer Contact Centre


From: Telibert

Date: May 17, 2009 12:39:01 PM GMT+08:00


Subject: Defective Coca-Cola vending machine at E20

The Manager

Schiphol Airport

Dear sir/madame,

Yesterday, I took KL803 from AMS to MNL. At terminal E20, I used the coca-cola vending machine but the machine was defective. The machine accepts Euro coins, does not give out change and no bottled drinks come out.

Could you please check this machine? I put in Euro5,00 but did not receive any change nor drinks.

I want to be reimbursed. But since I am not able to receive the reimbursement, could you please donate the Euro5,00 to a charitable institution of your choice?

Thank you very much.

Telibert Laoc

passenger on KL803

16 May 2008

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