Remember the incident in Detroit years ago when passengers were stuck on planes during a snowstorm? Food, water and sanitary comforts were lacking for hours.
More recently, several airlines have had to cancel flights due to economic and labor issues.
Most of the major problems--such as the Detroit snowstorm--are quite rare. But each year, there are scores of smaller incidents that leave passengers enraged, and airlines under siege.
Worst of all, these problems can cost you money. A missed meeting or extra time in a city for which you did not budget can be damaging. Here are strategies for pursuing refunds and relief.
Here's How:
- Never make a scene at the customer desk
Travel writer Chris Barnett wrote in the former Frequent Flier magazine that using a friendly but resolute approach is usually quite helpful when making a complaint. He recommends you ask for a manager, explain calmly what has happened, and be firm in your resolve to get a solution. Barnett says it's smart to ask for what you want (a free room? a refund?) and do not back down from your insistence that a resolution is needed. If it doesn't happen at the scene, be prepared to complain when you get home. Above all, stay cool.
- Save every document, no matter how small
If you don't get satisfaction complaining, save all the paperwork from the transaction in question. Save receipts from meals or lodging you had to purchase. You'll need these things to document your problems. They not only show how much extra money spent, but also verify your timeline. With all of your paperwork, you are ready to contact the company.
- Find the right department before you make your case
Don't waste time and energy telling your story to someone who can't help you. Ask for the specific person(s) responsible for addressing customer complaints. Search for the contract of carriage in your ticket or find it at the airline Web site. It might take a search or a look at the site map to find it, but it is likely to be there somewhere.
- Take notes
Save every correspondence with the company, and take notes while on the phone. Ask the name of each person with whom you speak, and keep a log of your contacts by date and time. Use the same firm but friendly resolve that you attempted at the ticket counter. Continue as long as there appears to be a possibility of resolution.
- Exhaust all internal appeals before taking the case to an outside agency
Complaint bureaus and consumer services operate mainly for victims who have done the work and run into a wall. Don't expect a third party to help you until you've done everything reasonable to help yourself.
- Take some free advice from the U.S. government
The U.S. Department of Transportation (USDOT) maintains a link page that will help you consider strategy once you've exhausted your appeals with the company.
- Small Claims Court: Tell it to the judge
The USDOT offers an outline of steps that might be required if you need to go to small claims court. As the name implies, this is recommended only for relatively small claims. In these situations, you are your own attorney. Unless you're trained in the law, don't go into this kind of court if the outcome is crucial.
- Be wiser on the next trip
Unfortunately, some airlines and travel companies have recurring problems with consumers. Consult their track records before you consider doing business again. This holds true for all transactions, but especially larger expenditures necessary for bigger trips. Consult the Better Business Bureau or respected studies of consumer satisfaction: J.D. Power and Associates issues annual ratings for hotels and airlines; The American Customer Satisfaction Index compiled at the University of Michigan provides quarterly report cards.
Tips:
- Airline contracts of carriage are often available online. Do a search for the name of your airline and "contract of carriage."
- Make use of About Air Travel's excellent list of more than 300 airline links around the world, organized by contintent.
