How to Resolve an Airline Complaint

Avoid problems by calling ahead to see if your flight is on time, arriving at the airport in plenty of time to check in, and remaining alert to postings and announcements. When you do encounter a problem, take these steps to solve it.

Difficulty: Moderate

Instructions

Things You'll Need:

• Palm Handheld Organizers
• Airline Tickets
• Personal Organizers
• Laptop Computer
• Cellular Phones

1. Make your presence known when it appears that you have been overlooked or your reservation is not being honored. Stand in sight of the airline agent and be courteous.

2. Ask calmly what alternatives you have. Agents have lots of experience in juggling arrangements and rescheduling trips.

3. Ask pleasantly if someone else can help you if the agent says there's nothing that can be done. You might be referred to a supervisor, someone with more authority, or even another airline.

4. Call the 800 number for the airline - even if you're at the airport. Sometimes the customer service personnel are more helpful by phone.

5. Call your travel agent for assistance when the airline cannot take action.

6. Keep a record of your ticket and take notes on the circumstances if your problem cannot be resolved immediately. Be sure to write down the names of the individuals with whom you spoke.

7. Call or write the airline. Be concise, but include all pertinent information as well as how you would like to be indemnified for your problem or inconvenience.

8. Contact the Department of Transportation (dot.gov). The DOT will send your written complaint to the appropriate airline and tracks all complaints for its monthly report on airline service.

Tips & Warnings

• Enlist the help of customer complaint sites. UGetHeard.com offers templates for you to type your complaint, along with what you would like the company to do. It then forwards the complaint to the company and follows up. Feedback Direct and The Complaint Station, likewise, will send complaints to the appropriate parties and will log in the number of complaints a company receives.

[webjunky80]

on 9/28/2009 the methods described are prudent, however i am not sure how much they actually "resolve" the complaint. if you truly want resolve/closure despite being ignored and abused, you need to seek recourse through small claims court. it is not hard if you know what you are doing!

- - -
Sue the Airline Guide
http://www.sue-the-airline.com

[smurman]

on 8/10/2009 I tried to be polite and courteous. what I got was rude and uncareing in response. I was lied to, jacked around and brushed off. Names? I tried to get names, no luck on that one. They don't want anybody to know who they are. United is the worse of the worse, I'll never fly them again!

on 11/22/2005 Talk to other people about how airlines have paid them back for extreme delays, near-death experiences, and other "incoveniences". The travel vouchers you may first be offered could be way less than what others have received. Negotiate. Hang in there.