From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Complaint letter to the Paris Depot regarding poor customer service from Imperial Airways.
| Identifier | ExFiles\Box 146\1\ scan0001 | |
| Date | 1st September 1937 | |
| 1245 Mr. Sleator, Paris Depot. Rm{William Robotham - Chief Engineer}12/R.1.9.37. Dear Mr. Sleator, We have for sometime past been rather upset about Imperial Airways' attitude with regard to their passengers. As you know, I and other members of the Company have continually used Imperial Airways Services for a considerable number of years and well remember the time when they were struggling for traffic. Now, of course, they have more passengers than they can carry. They have, however, competitors in British Airways, and it may be that they will not always be able to run their machines to capacity. As you know, on my last visit to Paris, owing to a mistake on the part of one of your staff in typing the wrong time, I arrived at Le Bourget only five minutes before the machine left. We actually verified the time which elapsed from when we entered Imperial Airways office until the machine took off. We explained to the officials that it was not a case of negligence, but a genuine mistake. There is no doubt that they could easily have got me on board without delaying the machine at all. Having not allowed me to board the machine they were, of course, quite justified in retaining my fare. As it happened all the air lines were running to capacity that day, but owing to the courtesy of British Airways, I was able to get a passage later in the day, but it meant I could not reach Derby by train the same night. I may say that I was delighted with the treatment I received from British Airways, and if there is likely to be a repetition of my experience the last time I left Paris, I and other members of the Company will, undoubtedly, use British Airways in the future. I should like you to take the matter up with the Paris Branch of Imperial Airways, because I cannot believe that they really wish to lose our goodwill and custom. Yours sincerely, | ||