Serial Complainer?
 

I'm curious if anyone here has been labeled by a company (travel company or other) as a "serial complainer", or knows anyone who has been so labeled, or due to their present or past professional responsibilities knows what it takes to get yourself that label.

The reason I bring this up is that a new poster in the CO forum stated that CO had informed him that he had been identified as a "serial complainer" due to the frequency of his complaints and requests for compensation, and that CO no longer took his or her complaints seriously, even when they had substantial merit.

I think we all know the story of "The Boy Who Cried Wolf", but what type of actions and how many complaints does it take to get this offical label? I'd imagine it doesn't happen often, and I'd hate for it to happen to me.

Just curious. Any reactions or information would be appreciated. http://www.flyertalk.com/forum/smile.gif

Two years ago when I started flying NW often I sent a few (three?) emails detailing specific problems I had.

After my third email, I received an email that said:

"...we are sorry to hear that you continue to be disappointed..."

I made sure to send an email the next time I received very good service, which turned out to be not too long after that! http://www.flyertalk.com/forum/smile.gif

I'm diamond with Hilton. When you travel a lot, you have lots of good things and bad things happen. Some people say nothing. Some people say something when only bad things happen. Some people say things about good AND bad things. I try to fall into the latter group. However, notes are generally only made of the negative things I say. Hilton seems to have labeled me a serial complainer, even though I've also told Hilton when they've done things right. However, last time I called in about something, they told me about all the times I've called and complained about something, and that because of this, I couldn't be taken too seriously, and nothing was done of my complaint. Diamond VIP no less.

Geeez.

Probably they don't keep track of the positive feedback. ;-)

I can't say that I blame any department, company etc that receives continuous complaints from an individual to ignore their complaint or label that person as a chronic complainer. Some people complain about anything, its ridiculous and they know who they are. Its one thing to cry on this board how poorly we get treated, what we didn't get, what we should get, what the book says etc but these are often things that we shouldn't be running to the Diamond desk (or similar) about.

I would agree with aflyer on the three categories that we fall in. I too try to be in the latter category. However I do make sure that when I complain that it is for a major problem, not something small and insignificant. For example, I would never complain that my chocolates were missing, my bed was not turned down, my water was missing, its just not worth it. Now when I don't have hot water, the upstairs neighbors are having a frat party reunion then I might say something. I try to write in the good as well. For example, I just sent in a HP comment card from the onboard magazine stating the excellent service from a particular flight attendant. I will do the same in a hotel if warranted.

When I do complain, I try to put as best a spin on it as possible. For example, I recently flew US Envoy and felt the service was a bit lacking and also made a couple of suggestions. I got back a letter from the Executive Office of Consumer Affairs that specifically addressed my concerns and said they had passed on my recommendations. Anyway, I digress slightly, in the letter I made sure to say that the reason I was writing was in hopes of my concerns being addressed and the service being better next time I fly Envoy.

I identify myself as a serial complainer versus Skyteam in general, and Delta and Air France in particular.
It does not seems to me that both these companies has taken that as a bad thing. I now have an identified person on Delta side, to which I can write my complains. I seldom request compensation, but rather point out the poor services. I do not hesitate also to mention the good points.

On the Air France side, unfortunately, I do not think that the same person is handling my various letters. It is not rare to receive two different answers for just one question. I received also a phone call last year from an Air France guy that was not aware that the case was solved. I do not see how they could put a label on a complainer in this case....

My opinion is that if Istrongly think that the airline is wrong, I do not request compensation. I just request improvement.
If no answer, I reiterate.
If nothing happen then, it is time for requesting compensation. That is a way to force the company to do something if they are not able to solve the issue differently.

We do not want money, we want service.
If they tell us: sorry, we wil never be able to provide you with this service, then, OK, the answer (my answer is): you owe me some money.

I would take every complaint from everyone seriously, except if that person constantly expected compensation.

It seems that it would not do the comapny any good to discount anyone's complaints. For every person who complains there may be 10 more who say nothing. I understand if the person makes constant requests for compensation, but if they are just expressing dissatisfaction, it seems that the company would want to know about it.

First and foremost, a serial complainer could in fact be a function of a serial failure on behalf of the airline/hotel, etc. I actually had FOUR UA trips in a row within a month of another that
1. luggage was lost AND not returned in a timely manner
2. special meals were not loaded EITHER direction after calling to confirm twice each way
3. upgrades were screwed up, again after calling twice to confirm that everything was OK
4. CSR at airport had OKd certain luggage transfer in advance in my record, but CSR on day of departure chose to ignore the record notation.

Yes, I called UA each time because I was THOROUGH in my effort, followthrough, etc. and UA just dropped the ball.

As A Million Mile Flyer, I don't need to fish for compensation. I want these problems to be avoided, preempted, etc. I explain (always nice, calm, friendly) to the (usually beleaguered)) Customer Service staff. After the explanation,I ask them how they would have reacted in the ssame situation and what THEIR expectations would be for reasonable resolution. By empowering them and trusting their discretion, I have been universally pleased with their responses...whether or not compensation is involved.

I think they can smell when you really want to resolve a problem versus milk the system.

Yet can we tell when they really what to actually address and "fix" the problem(s) versus simply just getting rid of you? http://www.flyertalk.com/forum/wink.gif

I'm SURE that AMEX has me marked as a "serial complainer".

I wear it as a BADGE!!!!!

Everytime time that you have a complaint regarding an aircraft, insist that the Purser logs it in the planes log. If the airline hints that you are a "serial complainer" point out this fact, and also the fact that you will be informing the FAA about the entry in the log.

As a former AMEX charge card employee, I know that a rolling history file can keep tabs on anything said or promised to an AMEX employee, which can even include complaints, yelling, attitude, and even curse words recorded as s*, f*, etc. The history file could be assessed by any rep on all future calls. I'm not sure if travel agents and airline agents have similar history files, but I think they must, based on poor service I have now got accustomed to. Examples: I've never been asked in 5 years by my travel agency if I would like to upgrade anything based on my status. I always call the airline after getting my ticket to upgrade. This week is typical. My Hertz Gold number (I'm 5 Star) was not put in my rental reservation and my Marriott number was left off my hotel reservation. It might have been a few complaints years back or it just might be that I am a high volume, low revenue customer. I hadn't figured out which may be influencing the poor service more. Maybe I'm labeled as a serial cheapskate. http://www.flyertalk.com/forum/wink.gif

I often send NWA complaint letters when they perform poorly. I have always received a form letter first, followed up by a letter that specifically addresses my complaints. If the letter offers constructive criticism and/or clearly details the problems, it is certainly in their own best interests to respond.

Last weekend as I was flipping through channels on the TV, I came across an hour long special on travel. They had one segment on this paralegal who proudly claimed he could find or create a negative situation on every segment of travel, and then would sue them in small claims court. He boasted of winning nearly every case and that he always came out ahead of the game.

Example, he always orders special meals, knowing that it's a high probability that he won't get what he ordered and then demands $50 compensation. This guy went on and on about tips on sticking it to the airlines, hotels, etc... Very sad.