RI2KH2SU

Last week I was due to fly PVD-ORD-GDL but due to mechanical issues the first flight was delayed by 8 hours. As a result I arrived in GDL 24 hours late and missed a full day of meetings. This morning I asked for *some* compensation for that. I don't think I've ever done that before but in this case it felt warranted.

darthbimmer

In (A) I might ask for compensation, but only because the airline has advertised a guarantee with explicit compensation rules. And only if seeking the compensation isn't a bigger inconvenience to me than it's worth.

In (B) I will only ask for compensation in the form of refunding me a fee I've paid, if any.

In other cases with airlines I'm generally of the mindset that "Sh-t happens". I don't seek compensation for things outside the airline's control. For example, inbound aircraft or crew suffered WX delays so we depart 90 minutes late even though it's clear here? Fine, that's just life as a traveler. Though at least twice an airline has proactively offered me a voucher for the inconvenience in such situations. I won't refuse an offer that exceeds my expectations.

When I do ask for compensation my first request is generally in the form of suitable reaccommodation. Hotel room is noisy? I don't ask for points or cash; I ask for a quieter room.

Zeeb

If I'm non-trivially inconvenienced for something under the control of the airline/hotel/whatever I'll send something in, though I generally don't specifically request compensation since I already know that's how they'll respond to a complaint.

Nhilar

You will generally find this forum has a significant bias against the passenger in favor of the airline, if you don't pay 1$ of your $1400 fare, and the airline refuses to carry you they will say, see that is what you get when you don't pay them, yet when the airline fails to deliver due to an event FULLY within thier control and you demand consideration, you are 'greedy' or are trying to cheat them.

I generally don't believe in regulation, but in situations where there really is no competition in many markets and the barrier to entry is high - like say domestic air travel within the us - the heavy hand of regulation has a place

darthbimmer

I disagree with your characterization of this forum.

pinniped

On Travelbuzz? I haven't noticed that.

I've noticed that a few of the airline boards have a few hardcore homers who believe the airline can do no wrong. But they are a minority.

In the examples given in the OP, I might invoke a baggage guarantee if it's an easy process. I don't check bags often, but from what I understand the airlines that do this have spent some money marketing it as a differentiator, so it seems fair game (and perhaps even welcomed) to claim it. The comp is low - something like 2500 Alaska miles, I think? - so it would have to a seamless process and I'd have to be fairly certain I was correct in my assertion that the time really was greater than 20 minutes.

This is similar to invoking the various guarantees that hotels (Marriott, mainly) make for various elite benefits. I don't try to "trap" them into failing to deliver, but if they can't get my bed/smoke right or won't give me the promised amenity, I have no moral problem invoking their own marketed guarantee. But I won't go to Hilton and ask for $50 for not getting my bed type right because "Marriott would give it to me."

I've never invoked the Hampton 100% guarantee, but I've thought about it. Something would have to be very, very bad - coupled with management indifference - to make me demand a full refund.

Anna Aus

Marriott has really stuffed me around on a rewards booking taking me a lot of time before they finally said that I'd done the right thing. I asked them for 20K points for all my wasted time and as their system is to blame, not me. They gave me 5K. I feel miffed. Should I pursue it a further 15K points, if so how to take it higher than an associate - any advice plse on further contact details higher up? I'm platinum.

Annalisa12

What is the time frame for "taking me a lot of time"?

ft101

Impossible to answer without more details.

darthbimmer

As an illustration of that point, I've only ever used the Hampton 100% guarantee twice, out of dozens of Hampton Inn stays. Both times were when problems within the property's ability to control caused me to lose multiple hours of sleep.

I'm not the type of person to complain over trivial things such as, "You ran out of sausage at breakfast so I wasn't 100% satisfied, I want a full refund!" I don't condone that sort of behavior, and the FT community here generally doesn't, either. While it may arguably be within the letter of a policy such as Hampton's 100% guarantee it's an abuse of the system-- and the goodwill of the people tasked to implement it. A small number of money-grubbing serial complainers out there make it more challenging for the rest of us to seek appropriate redress when significant problems do occur.

pinniped

If you landed on the correct outcome and they gave you 5,000 extra points for the hassle, I'd probably drop it.

As others have already said, it's hard to give you any further advice without more details.

Anna Aus

Thanks,

My reward booking was for 70K points. Marriott changed it to 100K in the peak/off shuffle. Online, my booking req'd points had changed, no notice from them though.

I phoned - the system was down. Called again next day and after 3 phone calls someone raised a case.

It was clear the onus of proof was on me as they kept no record of what I'd booked. They take the booking but don't honor the bkg (I sound like Seinfeld).
Although I sent a pdf of the bkg they said they didn't receive, I know it sent.

In their emails, they couldn't decide if the extra points required was to be 100K or 80K points. Further, stating that peak pricing had changed months before I made the bkg for 70K points as if somehow I had manipulated it. Who knows how that could happen.

After numerous emails and phone calls I have requested 20K Marriott points for my frustration, time and indignation at their big company incompetence. They have provided 10K.

Should I just stop at that? Their system has the truly frustrating issue that should be solved. Appreciate yr comments.

Anna Aus

OK, thanks, just saw this. Maybe I just stop now.

Nhilar

Now personally I would not complain about lack of food at a 'free' hotel breakfast/dinner as to me, with some very few exceptions, it is mostly garbage that I would not eat - I understand personal standards vary - however your attitude about people who complain about such things is the bias I am talking about, you realize the 100% guarantee is in the contract right? It is a paid for term in rate, the rate includes some fraction the actuaries computed would invoke the 100% guarantee and further , serial abusers (who are committing fraud) are probably banned, don't know for sure on that one - but I would bet the 'problem' if there actually is one will be self correcting as buisness has the right to refuse service.

...so you have no problem if the hotel/airline/etc. Strictly enforces policy on the buyer but give a pass to the seller based on your personal biases....that's not how contracts should work...terms are terms no matter how you feel, as I am constantly reminded about the contract of carridge.

DataJunkie

I flew BUR->JFK last night. I knew ahead of time that weird things can happen with this route because of how short the runway is, heat, and prevailing winds. I was on the lucky flight that had to divert for refueling. We had already departed 45 mins late, and were on the ground in SLC refueling for over an hour (a few fuel trucks filled up the tank). The flight took something like 6.5 hours.

Before we were even left the gate at BUR, a woman sounded irate with a flight attendant demanding compensation for having to divert to which the flight attendant basically said it isn't their problem that it's windy (that's true, was just surprised that he got into it with the passenger).

We all ended up getting a $25 credit for use on a future flight...