Initially I was just going to make this a post purely for your entertainment, like Hyatt’s towel hoarding, water splashing, “how dare they enter my room” customer. Nothing entertains me quite as much as reading long complaints people have about their airline experiences. And trust me, I’m as pro-customer as they get, so when a complaint makes me cringe, it’s bad!
For whatever reason, people don’t grasp the concept that for complaints, less is more. If you don’t want to appear to the customer service representative like a whiner that’s pulling stuff out of thin air, stick only to the major issues. Don’t like the flight attendant’s lipstick? Don’t write the airline about it! Did your meal in coach not consist of “fresh, crisp romaine lettuce?” Don’t write the airline about it! Were security lines long? Don’t write the airline about it!
Which brings me to this post I read on FlyerTalk.
This FlyerTalk member flew from Barcelona to New York on American, and the flight was an “awful, awful mess.” Oh boy, I wonder what happened?
Well, the short story is nothing really.
His first complaint was this:
When I arrived at BCN airport, it was announced the flight was delayed 1.5 hours because of the late arrival of the plane the previous night and the mandatory down time for the crew.
Funny enough he admits this is no big deal, when I think that this is actually his most legitimate gripe (not that it’s a major issue, but the other issues are even more minor).
The second complaint:
Was shocked to see AA is flying an intercontinental aircraft without the little screens so I can watch what I want to watch not the one movie they decide to put on a big screen.
Oh no, an airline without those “little screens!” The fact is, the passenger should have known this. American has a page on their website dedicated to in-flight entertainment, so that’s the passenger’s fault.
And my favorite, the third complaint:
During the beverage service, I asked for a coke zero. No we don’t have coke zero but we’ll give you diet coke. Of course they didn’t give me diet coke, they gave me coke light. Now coke light is not the same drink, doesn’t taste anywhere near diet coke no matter what you might have heard or believe. As a matter of fact, why AA continues to serve diet coke or coke light is beyond me as sales of coke zero, especially in Europe, have shot way ahead of the silver cans. But then the intersting thing, after the meal servide i went to the back and asked for and got a diet coke. But when the snack came in an hour before landing at JFK, I asked for a diet coke and again got a coke light. Disgusting, at least to me (although many here will probably laugh).
And the fourth complaint:
Okay we land at JFK and get to immigration and no other flights are there. Quickly through passport contorl and then wait and wait and wait at the carousel. No announcements are made. Meanwhile people remember are 1.5 hours late already and many have connecting flights. Apparently there was some thunder and lightning but still an annoucement could have been made. And then to add insult to injury, two other flights come in one fro Santo Domingo and the other from Rome and guess what…..despite the fact our flight had arrived first, their baggage came down the carousel ahead of ours. What kind of nonsense is that.
Damn rampers, they should have been unloading bags in thunder and lightning!
I know the above is only a post on FlyerTalk, but many (most?) complaint letters to airlines are constructed in a similar fashion, pointing out every minor negative when writing to complain.
If the poster above were to send a complaint to American, he would be best off making it something like this:
“My flight from Barcelona to New York was 1.5 hours late. This greatly inconvenienced me, because I had an appointment shortly after landing and relied on American to get me there on time.”
Of course I’m not saying the poster should complain about that, but of his four complaints, that’s the only one that holds even an ounce or merit.
So to this FlyerTalk member, you get my complaint of the week award! Let’s toast (Diet Coke/Coke Lite/Coke Zero) to that!