I recently boarded an IndiGo Flight from Mumbai to Coimbatore. I went through their retail magazines. Surprisingly, I did find a few nice stuff. But, IndiGo had a very peculiar way of receiving customer feedback. They asked me to send an SMS with the PNR number to a six digit number when I'm at 35000 feet.
Here's why I know it won't Work.
First of all, I can't send an SMS at 35000 ft. Nobody can.
Anyways, they have your number as we book tickets online nowadays. By sending a message you are letting them know they you are interested. You are hooked.
How to do this right?
Every customer likes it when their feedback is appreciated. Everybody wants to be heard. Any business has to let their consumer know that they are listening to their feedback. That's how the customer establishes an emotional connection with the brand. Just imagine you've given a feedback to the airline and months later you are traveling with the same airline. At the check-in counter the executive mentions about your feedback and gives you a special privilege. How would you feel than? That's it. You are going to travel with the same airline forever. I know I would.
Let me know if i have missed anything.