I don't know if this is the right place to post this, but if not maybe you could pass on this 'song of praise' to the right guys...
I just read the New York Times piece about Fred Taylor and his hand-crafted, witty and sincere letters of apology to customers when things don't go as they should - I just have to say, "brilliant". This really is a benchmark for how corporations should do the simple things right. As a business copywriter (and no, this isn't a pitch for work!) I've spent years trying to persuade clients to do this kind of stuff - not always successfully, I might add.
I'd also add that having spent far too many years as a frequent flyer (now no longer, thank goodness), one of the few standout flights - ie one that I can actually remember at all - was with SWA sometime in the 80s, someplace in Arizona I think, maybe Phoenix. I just remember it as being for once a pleasure rather than a necessary ordeal.
I'm full of admiration. Yrs, a Brit copywriter living in remote rural France...Chris G.
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