| Imagine that you're sitting in first class for the first | | | | the point and include the following information: |
| time. You've used a combination of frequent flyer | | | | - Your flight information so that the airline knows |
| miles from your spouse's business travels and points | | | | exactly which flight you were on and which seat you |
| earned through a rewards program with your credit | | | | were sitting in |
| card to book the two of you on a nonstop flight to | | | | - Focused details about your complaint. Explain what |
| a romantic destination for the weekend. You're | | | | the situation was and why it was specifically a |
| excited about your first time in first class - having | | | | problem for you. Include the names of any airline |
| enough room to be comfortable and getting the | | | | employees who were rude, disrespectful or just plain |
| extra perks that come along with the prestigious | | | | made the situation worse. Also, if there were any |
| seating. | | | | employees who tried to make the situation better, |
| As the flight attendant walks by for the first time | | | | but couldn't, include their names also. Sometimes, |
| you ask him, "Excuse me, do you have any | | | | your complaint has nothing to do with employee |
| magazine's I can look at." He turns and says, "I'm | | | | conduct. |
| sorry. Haven't you heard about 9/11, airlines in | | | | - Choose which aspects of your experience to |
| bankruptcy, employee layoffs, overworked flight | | | | complain about and keep your letter to the point. In |
| attendants? Of course, we don't have any | | | | my friend's case, the rudeness of the employee was |
| magazines. You should have brought your own."You | | | | much more of a problem than the fact that there |
| think to yourself, "But I thought I was in first class. I | | | | were no magazines available for the passengers. The |
| thought I'd get waited on hand and foot." Then your | | | | rudeness of the flight attendant should have been |
| spouse, who is a very frequent air traveler, lets you | | | | the focus of the incident. |
| know that first class isn't what it used to be. | | | | - If you are a frequent traveler with that airline, state |
| Next, you try to put up your tray only to find out | | | | it in the letter. If the experience has made you |
| that it's broken. It sits right in your lap, making it | | | | rethink your relationship with the airline, state that |
| useless. When you point this out to the same flight | | | | also. It will get their attention. |
| attendant (actually, the only flight attendant it | | | | - Send a copy of your complaint to The Department |
| seems), he tells you that you must be doing | | | | of Transportation and the Aviation Consumer Action |
| something wrong. It's not broken. When you show | | | | Project and let the airline know you're doing so. This |
| him it is broken he says, "Huh," and walks away. You | | | | will also get their attention. The address for the |
| spend your flight with food in your lap and a huge | | | | Department of Transportation is 400 7th Street SW, |
| disappointment over your "first class" treatment. | | | | Room 4107, Washington, DC 20590. Address the |
| This, of course, is a true story that was relayed by a | | | | letter to the attention of the Avaiation Consumer |
| friend of mine, and one many air travelers can | | | | Protection Division. The address for the Avaiation |
| probably believe and most likely top. It seems that | | | | Consumer Action Project is P.O. Box 19029, 589 14th |
| the service you get on an airline truly isn't what it | | | | Street NW, Suite 1265, Washington, DC 20036. |
| used to be, and most air travelers have learned to | | | | - An explanation of how you would like the airline to |
| adjust. But what should you do if you're met with | | | | go about remedying the situation. You could ask for |
| rude airline employees or unacceptable amenities on | | | | monetary compensation, frequent flyers miles added |
| the plane? | | | | to your account, discounts, free travel, or perhaps |
| Complain. | | | | just an apology. Don't get greedy, however. Is an |
| It would have done my friend no good to complain | | | | overworked, disgruntled employee's snip about no |
| to the flight attendant. He clearly didn't care and | | | | magazines really worth a free ticket? |
| most likely wasn't in a position to change anything | | | | - You may wish to include a photocopy of your |
| even if he had cared. So who should you complain to | | | | tickets, but NEVER send your original documents. |
| and how should you go about doing so? | | | | Before writing a formal letter of complaint, you may |
| Situations like this are best left to filing a formal | | | | try making a phone call to complain and remedy your |
| complaint with the airline after the air travel | | | | situation, but most experts agree that writing a |
| experience is done. The best way to file a formal | | | | formal letter of complaint is a much more effective |
| complaint is in writing - either by written letter or | | | | way of getting satisfaction from the airline. |
| e-mail. | | | | If you have not heard from the airline within 30 days |
| Before writing your complaint, attempt to get a hold | | | | of your initial complaint, resend the letter. This time |
| of the airline's passenger's rights statement, often | | | | send it by registered mail. |
| called a "conditions of carriage" or "contract of | | | | It is best to write and send your letter of complaint |
| carriage" statement. It will spell out the airline's policy | | | | in a timely manner, as close to the date of the flight |
| on how passengers are to be treated. If you can find | | | | as possible. Unfortunately for my friend with the |
| that your treatment or situation was against what is | | | | disappointing first class experience, the complaints |
| mentioned in their statement, it is best to include that | | | | were heard by friends but never by the airline. It is |
| in your letter. Copy the specific wording from their | | | | now a year past the experience and too much time |
| statement in your letter and relay exactly how your | | | | has passed for the complaint to seem important to |
| situation is in violation of their policy. | | | | either the traveler or the airline. |
| Your written complaint should be professional and to | | | | |