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!