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Enron Mail |
---------------------- Forwarded by Jennifer N Stewart/NA/Enron on 12/08/2000
10:16 AM --------------------------- Lesley M Lambert 12/08/2000 09:51 AM To: Tracy Ramsey/EPSC/HOU/ECT@ECT cc: Barry Proud/ETOL/EU/Enron@ENRON, Jennifer N Stewart/NA/Enron@Enron, Peter Goebel/NA/Enron@Enron Subject: American Express Hi Tracy, On Wednesday of this week we had a visit from Jennifer and Peter, and we highlighted a number of problem areas that we are experiencing with Amex Travel Management. They suggested we inform you of the problems, in the hope that you would be able to take it to a higher level on our behalf. Up until a year ago American Express were based on the Wilton Site. They migrated to Newcastle (about 50 miles away) and migrated again some six months later to Edinburgh ( about 120 miles away). Each time they have moved the level of service we have received has deteriorated. Some six weeks ago we had a meeting with Lisa McKenzie (Area Manager) from the Edinburgh office, at which we detailed our concerns to her. She said that she valued our business and promised to take these concerns away and to rectify all problems. In reality nothing improved, to the extent that we had another meeting with George Blues (Account manager) last week, and informed him that we had not seen any changes for the better. We also told him that if things did not improve within the next six weeks, we would consider taking our business elsewhere. We have actually made contact with a local company and are using them in conjunction with Amex for the next six weeks. Typical problems are:- Communications - trying to contact people in Edinburgh is difficult. Response when we do contact them is not forthcoming. Not being able to speak to the same person twice. Promises of return calls do not materialise. Invoices - difficulty in resolving disputes. Car Hire - not negotiating the best deal with regards to rates. We negotiated better rates with Avis ourselves. Hotel Bookings - not using Enrons preferential rates on hotels with reserved rooms. Rail Travel - lack of detail on tickets. We feel that they are paying lip service to what we are saying and making general excuses in the non performance of their obligations. We hope you can assist us in getting a better level of service than that which we are currently receiving. Regards Lesley Respect====<Integrity====<Communication====<Excellence The information contained in this e-mail and any files transmitted with it is confidential and intended for the addressee only. If you have received this e-mail in error, please notify the originator or telephone 01642 459955. This e-mail and any attachments have been scanned for viruses prior to leaving Enron Teesside Operations Limited (ETOL). ETOL will not be liable for any losses as a result of any viruses being passed on. Enron Teesside Operations Limited. Registered in England Reg. No. 3647087. Registered Office: ETOL HQ, PO Box 1985, Wilton International, Middlesbrough, TS90 8WS
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