When Your Trip Goes Badly
There may be times when you cannot resolve a problem on the spot. In these cases, the only way to resolve the issue is by contacting someone at the Airline’s Consumer Affairs Department.
Here’s a tip that will almost always result in prompt resolution in your favor. It is very important you do not immediately go on the offensive. Your best strategy is to write a calm, well reasoned letter or eMail. Explain the situation without accusing or blaming anyone.
The person reading your letter handles these issues every day. They are more likely to respond favorably if they don’t feel they are being personally atttacked. Keep your complaint as short as possible, including details rather than opinions.
Airlines are in the Customer Service business. Their goal is to provide a pleasant experience for their customers. Sometimes events beyond the control of the airline and it’s employees result in an unsatisfactory experience. When all else fails, a polite letter to Customer Relations almost always resolves the problem.