In this post, I’d like to talk a bit about how to go about filing a complaint with an airline, because it’s something that a lot of people are really bad at (respectfully). So let me share some tips about how I’d go about approaching a complaint to an airline, and most importantly, what not…
Continue reading: How To Complain To An Airline Properly, Without Being A Jerk
Share your questions, experiences, and thoughts below.
I don't think AI cares about "you" versus "Airline" did X. The real question is how to get your complaint read by a real person, not AI.
Run the complaint email through an AI to keep things concise and professional.
If I had a real complaint, I'd probably find the right VP on LinkedIn and send them a note. VP / SVP level is where actual operational power is concentrated...
Speaking as someone who has been the executive to whom non-routine cases were escalated, there are three things I looked out for in a complaint.
* Did the incident actually happen as narrated? Any inconsistency loses immediate credibility for the rest of the story. Stick to the facts and keep it brief.
* Is the request for compensation reasonable? Ask for too much or make too many threats, and you get sent to the black hole that is legal.
* Are you a client worth keeping? Regular traveler, business class fare, etc.. more likely to get a favourable resolution than first timer on a discount ticket.
I've flown over 3 million miles with one airline since 2001 and have been on an elite status 20 of those years, often in this case EXP. Other than needing to email in to get cash upgrades credited, an ongoing issue with AA seemingly not able to do so on a consistent basis, I've written a total of one compliant email. And that was years ago at LGA where a gate agent frustrated over a flight not able to depart unleash a tyrant of f bombs on the first class cabin.
Most of the time you have to number chalk it up to the modern joys of flying and number two realize it won't change a thing. A lazy flight attendant won't be fired.
I’ve twice delt ekth a company for errors. One was a lost PC video card during Covid and with Air France when two business class tickets “disappeared” when the flight was rebooked and me and my wife were no longer ticketed.
In both instances I worked with customer support and both times were basically told sorry nothing we can do.
In both instances I typed, signed, and mailed physical letters to the CEO of the respective companies (Newegg and AF) nothing what happened, that everyone I spoke to were polite and professional but were unable to help me beyond a refund, and all I was requesting was restoration of what I had paid for.
Both letters worked. A few weeks after sending the letter to Newegg I was contacted by a manager who arranged for a video card. A few weeks after sending the letter to AF our flight suddenly reappeared; no explanation or response, but our trip was back on.
So never underestimate the effectiveness of a polite, concise, and respectful physical letter.
Email an airline CEO lol. Do you know how valuable their time is ? One hour of their time is worth more than your annual salary.
I don't care. I'm the customer and demand full respect. If someone thinks I am a "jerk" then fine. Because I know they are nothing but inconsequential dogs.
They made be paid millions, but no way are any of them actually worth what they take home.
Registered letters to the Secretary of Transportation and President of the U.S.
C'mon, man. As if the President of the United States has nothing better to do than read a grievance about a delayed flight or a rude gate agent. Besides which you're probably more likely to get a response if you tweet at him.
Asking for compensation is a big no-no . Never ask for compensation . Better to cancel the credit card charge , and then explain the reason because the airline did not deliver the transportation part of the contract .
My rule of thumb is: If it cannot be solved in-the-moment, in-person, politely, efficiently, then, once home, begin the long process of internal complaint directly with the airline, when that inevitably fails, skip emailing the CEO, begin a credit card dispute, and appeal until you successfully receive a chargeback, and simultaneously submit a DOT complaint; when that fails, if it's really important to you, as the DOT suggests, 'Tell it to the Judge,' go to small claims court, which sucks, but it can produce results. Of course, a bigger fix would be meaningful air passenger rights legislation that protects consumers better than all this.
Anyone ever here ever pursue Montreal Convention Article 19 claims against a foreign carrier in US court?
"I’ve twice delt ekth a company for errors."
I hope the letters you typed up, signed and physically sent to CEOs didn't have too many typos like your opening sentence (above) !
That’s certainly what these corporations want you to think… ‘just give up’ … ‘let it go’ … ‘who cares’ … ‘give us more money’ … ‘we promise we won’t hurt you this time’… like an abusive relationship.
Yeah - better proof reading and writing my letter on a PC and not my phone with my thumbs is the order of the day for official business.
I disagree that asking for compensation is a no-no. I was responsible for complaints for my area and department at a previous job in the transportation sector and I’d say 90% of the time if the customer requested something specific that’s what they would get. If the customer’s complaint was valid and they didn’t ask for anything in particular, when I would call customer relations internally to close it out it would be a quick conversation of us trying to place a value on your inconvenience and we don’t really know what that value is. Meanwhile if you say “I missed the last bus and it cost me $60 to uber home” bam we would just issue a $75 future travel voucher, easy peasy. It’s all about what Ben said in the article - be concise, reasonable, and stick to the facts.
"If it’s government mandated compensation you’re after (like EC261 in Europe), you might need to be persistent."
Persistence is a poor word choice. Although the airlines have a direct pipeline to legislation, you(collectively) must be the one to compel Congress to act. This is not a GOP or DEM thing. All members of Congress want freebies.
Ben the timing of this was impeccable. on Sunday the 14th I had a maintenance indefinite delay (eventual cancellation), rebook and downgrade to C+ on another DL flight which eventually diverted midair due to fumes in the cabin. DL couldn't get me home without an overnight stay, and couldn't rebook me on the nonstop AA flight from DFW. So I bought the AA ticket myself at advice of the DL agents. When submitting the expense request for the AA flight DL denied it and further CS escalation didn't help. At the advice of this article I emailed Ed Bastian's email last night. This morning I received a call from the nicest Executive customer assistance agent telling me she was sending an ACH email my way.
I recently flew from Johannesberg with Ethiopian Airways in November 2005. My suitcase was lost and a CCTV at Johannesberg Airport showed my case was sent on the conveyor belt at that airport without any tag showing which airport the case was destined for or indeed any airport.
Ethiopian Airways have not paid any compensation for my loss or inconvenience and protracted correspondence with that airline has not resulted in any payment for my loss though they did offer $1200 on a $2000 loss but have not paid nything as at now.
Are you able to help?
Many thanks