I sent this email to Air21 following the 3-day delay of the document I shipped to my mother. I am based in Laguna and the document was shipped to Tarlac. Laguna to Tarlac delivery took 6 days - about the same transfer time from Bangkok to Manila!
Name : Michelle Idmilao
Company Name :
City : Binan
State/Province : Laguna
Zip : 4024
Phone Number : 0915-8462533
Fax Number :
Comment : Re: 301002577389
Can you please explain why the document I sent via Air21 from Laguna to Tarlac has not been delivered? Your branch advised of 1-2 days delivery but it has been 5 days (6th day tomorrow! I sent the document via air21, and not via Philpost, knowing that it will arrive earlier, despite the higher rate. So how does your service differ with Philpost when it's been taking the same time to deliver? The document is important and I expected Air21 to deliver it no later than Apr 24.
Secondly, your online tracking says "delivery attempted". Do not tell me that there was nobody to accept the document. The address is residential and commercial at the same time. Operation hours is 6 am- 9 pm. How can that be possible???
I have experienced this same problem with your company several times. Delivery attempted and failed when in fact receivers were at the address waiting for the packages. It seems that your personnel are so fond of "delivery attempted" status. How can your management be so sure that delivery was indeed attempted??
To the manager, please give attention to this concern ASAP. Air21 has been the better courier and it seems that this is becoming less and less true. Thanks.
So how did Air21 Customer Service, Ms. Cruz replied to my complaint?? Here is her INEFFICIENT, TEMPLATE-BASED, IMPERSONAL, and IMPROPER RESPONSE:
Dear Ms. Idmilao,
This is in response to your inquiry regarding the status of your shipment under tracking number 301002577389.
Please be advised that based on our tracking system, your shipment was already delivered yesterday July 27, 2010 at 12:20 pm and it was received by Micael Idmilao.
For further inquiries, please call Air21 hotline at (02) 854 2100.
Thank you for writing to Air21
Rischelle Wendy L. Cruz
9F Marvin Plaza Bldg., 2153 Chino Roces Ave. cor.
9A Rufino St., Makati City
Of course, this was not the response I expected!! It was obviously a template used to respond to me. Is this how Air 21 responds to customer complaints?? Needless to say, their employees must be retrained (CS who responds to email and include the ones who deliver the documents/packages themselves!!)
So I emailed back saying...
Does your tracking system also tell you when the document was received by your branch from the shipper? And is this all you can tell me in response to my complaint email?
Yes I am aware that it has ONLY been delivered yesterday, Jul 27 when it should have been delivered NO LATER THAN JUL 24. The document was needed on July 25. It is now deemed USELESS as the document has a deadline for submission.
I did not ask for an update on when the delivery was successfully done. As you can see in my email, I asked for an explanation from your HIGHER MANAGEMENT why the document took 6 LONG DAYS to be delivered from Laguna to Tarlac - ONLY LAGUNA TO TARLAC.
Please have your manager call me at my number below if you cannot handle my concern.
At the time of writing this blog, I have yet to receive a response to my 2nd email.
I have been using Air21 since I put up an online shop in 2003 (to send and receive products and documents). I have had this same problem of delivery delays a number of times and I just didn't dwell on it. It's very disappointing having to experience this same problem AGAIN!!