Sometimes it is impossible to get customer service!

Sometimes it is impossible to get customer service!

With prices going up and amenities going down, it shouldn’t be too surprising that complaints are going up. Airline complaints increased about 60% from 2006 to 2007.

While the complaints increase, more and more companies are cutting call centers, outsourcing, and automating, increasing the distance from the customer to someone in the company who can do something about it.

Christopher Elliot (former National Geographic Traveler’s reader advocate) lists the 8 most common mistakes people make when complaining.

1- Frivolous grievances: complaining about stuff that is not a big deal (not the right soda, someone was a little short with you).

2- Calling instead of writing: there is no record and normally nothing good comes from it.

3- Making a laudry list: too many complaints will just make you look like a complainer and people will stop listening.

4- Wasting their time: make sure it is worth they time to make a right from a wrong.

5- Writing long: keep your complaint short and sweet.

6- Not offering a solution: let them know what would make you happy to solve this problem.

7- Being impolite: you get more flies with honey than vinegar.

8- Threatening: saying you will never fly with the airline again will do nothing.

Just know that sometimes when you complain, you will be treated well and things will be made right. Others you will be ignored.  Show how you feel by not flying that airline again!

Source: CNN Image: Schmidt-Family

EDITOR-IN-CHIEF & FOUNDER - SEATTLE, WA. David has written, consulted, and presented on multiple topics relating to airlines and travel since 2008. He has been quoted and written for a number of news organizations, including BBC, CNN, NBC News, Bloomberg, and others. He is passionate about sharing the complexities, the benefits, and the fun stuff of the airline business. Email me: [email protected]

http://www.airlinereporter.com
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1 Comment
axmadrigal

You know something? I have been very lucky to have had 99% good flight experiences. I have only had one bad one that was related to an agent that didn’t book my flight correctly. I have toddler that have flow three times and our youngest has been difficult to travel with, but the flight attendants have been outstanding, patient and very gracious on the two airlines we have traveled on; United and US Airways. I should be sending them “thank you” letters!

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