The Art Of Complaining: How To Speak Up And Get The Results You Want
Flying The Friendly Skies?
Complaints about airline service have risen. According to a study by Purdue University in Indiana and Wichita State University in Kansas and featured in USA Today, consumer complaints were up from 1.19 per 100,000 passengers in 2011 to 1.43 in 2012. Most complaints involved flight problems, reservations, ticketing and boarding, customer service and baggage.
If you are at the airport complaining, don’t cause a scene. The agents have the ability to help you by getting you on another flight, in another seat, and offering meal vouchers and overnight accommodations. But if they are offended, they will be less likely to help you out.
If you are a frequent flier, provide them your number because it’s likely you’ll be awarded extra frequent flier miles. Like it or not (and you probably won’t if you’re not a member), frequent fliers are sometimes given extra attention. Don’t say things like: “I will never fly your airline again!” according to USA Today. This gives the airline no incentive to help.
If you don’t get a resolution you can live with, then send a letter to the company and file a complaint to the U.S. Department of Transportation (D.O.T.).