AMEX responds

With regards to Ms. Ong MY's letter which appeared in The Jakarta Post on Nov. 21, 1995, we would like to take this opportunity to apologize for the unnecessary problems that she encountered with her application for a supplementary card.

Achieving customer satisfaction drives everything that we do as a company and we place an overriding commitment to pursuing this. Achieving this 99 percent of the time falls short of our goals, and the only way we can continuously improve our services is through invaluable feedback that we receive from our customers.

Once again we extend our apologies to Ms. Ong MY and thank her for taking the time to bring this matter to our attention. We can think of no occasion where we have failed to learn from negative criticism.

ROY TAN HARDY

Director, Marketing & Sales

American Express, TRS Indonesia