Effective complaining 101 Is it worth it?
 

"I hear from readers all the time wondering whether complaint letters to airlines or hotels or car-rental firms are actually worth the effort. My answer is always an unequivocal 'Yes!'"

-Joe B.
http://misc.biztravel.com/content/ne...ranc/branc.htm

Essential free resources for U.S.A. readers:

• 2001 Consumer Action Handbook new!
• Complaining Publications from Consumer Action

thanks, EPS, am writing a big time complaint letter to Delta, need all the help i can get.... http://www.flyertalk.com/forum/smile.gif

> a big time complaint letter to Delta

DL eh? This may require being rather
persistent. Each of my ultimately
four letters over four months included
copies of all previous correspondence.
I did not even get a reply until I cc'd
the CEO. Maybe addressing the last letter
in crayon helped! <g>

-doug

you r abosolutely right, dranz, my last complaint took them ONE YEAR to respond, then thinking everything was resolved, NO, they did not deliver their promises.... now i have to write them all over again, on the same issue.... http://www.flyertalk.com/forum/mad.gif


[This message has been edited by belle3388 (edited 08-20-2000).]

Is this DL? I thought maybe it was....no, I can't say it! http://www.flyertalk.com/forum/wink.gif

http://www.delta-air.com/care/service_plan/index.jsp

See also:
http://www.flyertalk.com/forum/Forum94/HTML/002278.html

well, i was told the first time that I DID NOT SEND THE LETTER CERTIFIED, and that was probably why they did not receive it....
yes, Delta!
it is indeed a pain to send ALL the complaint letters certified, knowing how fast the queues at the post office move..... http://www.flyertalk.com/forum/frown.gif

thanks Doc, think am going to send DOT a copy...

[This message has been edited by belle3388 (edited 08-21-2000).]

And remember:
www.airtravelcomplaints.com/

Is it worth it? Absolutely. My luggage got misplaced on a direct US flight from PHL to Worcester, MA (when I had checked in 90 mins. before the flight). Didn't know if it would get there in time for the next day, when I had to be at my client's offices all day. So, I had to go buy new shirt, socks, underwear and toiletries. Luggage got delivered after midnight, but meanwhile I had wasted a couple hours in the evening. Sent a direct complaint letter, telling them exactly what I wanted. Payment for the toiletries, shirt, etc., and a travel voucher or miles for my trouble. They are paying for the incidentals and gave me 5000 goodwill miles in my Div. Miles account. Yes, it is worth it. Took about 30 days for reply.

Djlawman

Airline Complaints: How to Get Action

For immediate assistance at the airport, airlines have customer service reps, who can arrange meals and hotel rooms for stranded passengers, compensate bumped passengers, help with lost or damaged luggage, and settle
other routine claims.

If you don't get satisfaction at the airport, though, you'll want to call or write the airline's consumer relations office at its corporate headquarters. Like most other kinds of businesses, airlines have a lot of discretion when it comes to dealing with individual complaints. How you present your case can make a big difference. Here are some tips on how best to handle it:

- Type your letter. Keep it concise, businesslike, and to the point. Don't exaggerate the problem, distract from your
issue with petty gripes, or be sarcastic in tone. Include your daytime telephone number (with area code) for a response.

- Describe your particular inconvenience or monetary loss. Explain when (day and time) and where the incident occurred and the names of any airline employees who were part of the problem or who tried to help.

- Attach copies of all your travel documents (ticket receipts, baggage check stubs, boarding passes, etc.) and any out-of-pocket expenses you incurred as a result of the
incident.

- Indicate what you expect the airline to do to make amends- and be reasonable. In some cases, reimbursement or free transportation might be appropriate; in other cases, an apology from a rude employee might be enough.

For a list of consumer contacts for the ten largest US airlines, go to
http://newsletter.oag.com/cgi-bin2/f...0WCH70TQ0BAAcf