How to complain about your airline or hotel service – and get results

by Scott Carmichael on

Lets face it – poor service has become a fact of life. It doesn’t matter whether you are at the airport, in the air, or at your hotel. Sooner or later you are going to run into something that is handled poorly, and you’ll end up suffering.

In my years of traveling I’ve ran into all kinds of horrible service – from 2 off-duty pilots fighting in the first class cabin, to a hotel room with water dripping down from the ceiling onto the bed.

Some complaints are minor, some are major, and some are just not warranted, but no matter how serious your complaint is, there are 2 ways to deal with the issue – the right way, and the wrong way.

In this article, I’m going to gather some of the best tips on how to get results when you complain, and what to do when you don’t get the results you desire.
Know when to complain (and when not)

Some complaints are best kept till you get home, others are best dealt with immediately. If you are in your hotel room, and something is wrong, don’t wait to complain. Call the front desk right away, and make sure someone with hotel management knows about the problem. If your coffee maker does not work, and you send a letter 2 weeks later, there is little the hotel can do about the problem, and they’ll let you know that they would have been perfectly willing to help you out when you actually wanted that cup of coffee.

Another situation when you need to immediately escalate things, is when you are not getting what you paid for at the airport. If you reserve a first class ticket, but you end up in coach due to overbooking, make sure someone is made aware of the situation, and demand that your record locator is updated with the downgrade. Knowing your rights at the airport is the best way to prevent the airline screwing with you, and unfortunately they will if they get the chance.

If your complaint involves something during a flight, quietly ask a flight attendant for their help – many problems can be resolved with some help from them, and if the issue can’t be resolved, they’ll usually be able to provide a way of reporting the incident to the airline. Don’t just ignore the problem and complain about it weeks later – the airline usually prefers to have a written report from their own staff.

The “when not to complain” part refers to the fine line that exists between sending in a complaint, and becoming a chronic whiner. Remember, you would not be the first person told to never come back when you complain too often!

The complaint letter

One does not have to be an Oxford Scholar to produce an effective complaint letter, all it takes is adhering to some simple steps. First of all; never ever write your complaint letter when you are still fuming mad. Trust me, the best complaint letters are produced when you have calmed down and can think clearly.

When you start writing your letter, imagine you are the recipient. Would you really want to read 100 letters a day with people describing how long they have been flying your airline, and any number of other personal details?

Leave the personal details out of the letter, the airline does not care how loyal you have been to them in recent years.

An effective complaint letter is all about the details – the quicker the recipient understands the issue and what resolution you are expecting, the better.

Include only the details required for things actually related to the complaint. Details like payment method, dates, people you dealt with and room or flight numbers are important. The color of the bus that drove you to the hotel is not relevant, so leave that out.

Put yourself back in the shoes of the recipient – don’t take a rude tone, don’t call them names, don’t call their airline or hotel “useless” and don’t make nasty comments about their colleagues. In fact, in every complaint letter, it’s nice to point out one or two things or people that exceeded your expectations. The most effective complaint letters get straight to the point, stay calm and polite, and make the reader understand your issues.

Your demands

When you send a complaint letter, you are not writing it just to vent, you are letting the company know that they messed up, and that you’d like them to make it right.

Do not be scared to make a demand, but keep it fair. If you spent $100 on a hotel room, and the maid woke you at 5am, don’t ask for $200. Airlines and hotels always prefer to compensate you with miles or discount coupons, simply because those have the least value to them, and they’ll ensure you come back.

I’ve learned that asking an airline for 25,000 miles for a spoiled flight is often quite acceptable, and on international flights I’ve regularly asked for 50,000 miles for things like an inoperable entertainment system or if the airline runs out of food. The worst that can happen is that the airline says no.

Remember, miles = free trips. If the airline compensates you with 25,000, you’ve got yourself a free round trip ticket within the US, which is often worth about $400.

One big “do not do” when it comes to demands, is threatening legal action – if the customer support agent reads a letter that contains legal threats, they’ll usually pass it on to the legal department of the airline. Those people don’t determine whether or not to help you based on customer service, they base it upon the law. If they are in the clear, they’ll tell you to get lost.

If your complaint yields an offer from the airline, don’t be scared to decline it – a $50 coupon for a 3 day delay is not reasonable. Make sure your reply thanks them for the time they took to reply to you, but ensure they understand that you expect a reasonable compensation, not a token gift to make you go away.

They ignored me – what now?

If you have a legitimate complaint, and you find yourself unable to find anyone that cares, then it’s time to take it to the next level. At this point you have several options, which all depend on the severity of how poorly your were treated and what steps you already took.

At the hotel

If the front desk is unwilling to help, ask for someone in management. If your issue is serious enough, do not accept excuses. Of course, it is quite possible that a manager is not immediately available, in that case provide your personal details, and request that you be contacted within a reasonable time frame. Always make notes of who you are talking to, and what promises are made.

If the hotel manager is unwilling to help, make sure you keep your notes, and contact someone with the hotel chain itself. This could be a district manager, or even someone in upper management.

At the airport

If your issue is at the airport, your best bet is to stay calm and ask to speak to a station manager. Given the size of the airport, it is perfectly possible that they won’t be anywhere near you, so ask to talk to them on the phone. One important tip at the airport is to always stay calm. Never yell, never make threats and never ever lose your temper with a gate or ticketing agent. If the issue can’t be resolved at the airport, leave it until you get home and contact the airline directly but make it clear that you did everything you could to resolve it at the air
port.

At the security checkpoint

If your airport problem involves the TSA, then things get a little more complicated – each TSA checkpoint will have TSO’s (transportation security officers), Master TSO’s and a transportation security manager. If something went wrong, step aside, and politely request to speak to the manager. Remember, most TSA agents are there to help you, but if you become rude and obnoxious, you probably won’t make your flight.

If the TSA manager is unable or unwilling to resolve your problem, ask for a complaint form, and have him write down his name. Also make sure you write down the exact time and date of the incident, in the event someone needs to pull some video material.

When all else fails…

When all else fails with airline related complaints, you have either run into incompetence, or your problem is simply not deemed important enough. Either way, if you feel you are not receiving the attention you deserve, then it may be time to contact the Department of Transportation Aviation Consumer Protection Division. The ACPD can be contacted by mail, or through an online complaint form. Airlines dislike these complaints, because each complaint shows up in the yearly statistics of the DOT.

Serious hotel problems are not protected by the Department of Transportation, so the best bet for getting results here will require some real creativity. The Consumerist.com created the term “Executive Email Carpet Bomb” or “EECB”. This involves digging up as many corporate contacts you can, and emailing every single one of them.

With a little help from Google, and some elbow grease, you’ll eventually you’ll run into someone who wants your problem to go away. Of course, the whole thing is rather time consuming, but the results are often worth it.

Don’t forget to harness the power of the Internet – some of the best complaint resolutions have come after someone sent their complaint to a consumer site. One of the most famous Internet complaints is from 2001 and is called “You have a very bad hotel“, millions of people read that presentation and it caused some major changes within the hotel that mistreated them.

If all else fails, and your other attempts fail too, then your only option is to share your experiences with the world. Post your problems with the property or airline on one of the many review sites, and warn others of what happened to you.

Just remember, sometimes all the effort just isn’t worth it, and the best complaint is the one you make with your wallet.

10 tips for smarter flying


5 steps to smarter packing

Find an alternative to a hotel room

by Tom Johansmeyer on

You can find a warm bed … and four normal walls … in just about any hotel room. So, if you’re looking to defy convention every step of the way, opt for a yurt, treehouse or prison, instead.

Unusual Hotels of the World (the name explains everything) says that you can crash in an igloo anywhere from Finland to Quebec, but be sure to bring a coat. Or, you can climb into bed after climbing into a treehouse. Out ‘n’ About Treesort in Cave Junction, OR and Winvian (near Litchfield, CT) are on the list.

Closed spaces are accommodated by any number of cave hotels. You can spelunk to the lounge in Turkey and Spain, or you can just go to Parthenon, AR, where the Beckham Creek Cave Haven can be found.

[Via Toronto Sun via Associated Press]

[Photo by Bill Janis]

Hotel Hellsten a must in Stockholm

by Tom Johansmeyer on

You expect a certain sleekness when you step into a Scandinavian hotel. The region is known for its nascent design talent, and a pedestrian property would detract from your experience. To get the full flavor of Stockholm, park yourself at the Hotel Hellsten. Comfort and style come together easily in these boutique digs. You’ll close your eyes in the warmth of a soft bed and open them to slick internal scenery.

The hardwood floors are nothing short of charming, and the bathroom is more spacious than what you find elsewhere in Europe. Stretch out in the bathtub (unless you’re taller than I am … in which case you don’t deserve to be enveloped in liquid heat), and forget about home, work and the stack of bills on the kitchen table. This is your time, not theirs.

Most views look out to the street or inward to the small courtyard. My situation was a bit unfortunate, however, as my window opened to the breakfast room. If you occupy my former spot, don’t forget to close the curtains. It’s awkward for everyone, otherwise.

If you stay at the Hotel Hellsten, you’ll find yourself right around the corner from Sweden‘s most amazing hot dogs. The stand serves grilled dogs in a pita with mashed potatoes, onions, lettuce, mustard and ketchup. It sounds unusual (and is), but try it anyway. Then, get a plain hot dog with only mustard, because these dogs can stand on their own. The mustard tastes like that in Iceland, with a hint of the cheese flavor from Oscar Mayer cheesedogs. There’s nothing like it — except in Iceland or at your local supermarket.

[Photo thanks to Hotel Hellsten]

10 New Years travel resolutions you won’t want to miss

by Scott Carmichael on

The year is almost over, so after looking back at some of the best and worst the year had to offer, it is now time to look forward at the new year.

I’ve collected ten ways that can help you make the best of your trips, and may even help you collect some extra miles on the way there.

Re-evaluate your airline and hotel loyalty

I have some bad news for you – your airline or hotel of choice does not consider you to be a good friend. Despite your years of loyalty, they really don’t care who you are. Unless you are in the top 1% of their frequent guests, it may be time to evaluate the other companies.

Many people consider themselves loyal to one airline or hotel chain, often in exchange for some basic perks from their frequent guest program. I’ve come across people at the airport with a mid-tier loyalty card, who somehow thought that they were very important to the airline. Fact of the matter is, unless you spend a considerable amount of money on first class tickets or hotel suites, they will never ever care who you are.

With this in mind, it always makes sense to check out the grass at the other terminal. Research the airline or hotel chain on one of the many frequent traveler chat boards, investigate their perks, and check out ticket sites for the price of tickets or rooms you usually purchase. You won’t always find a better option, but at least you can travel knowing you are getting some decent value for your money.

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Travel lighter

Before you embark on your next trip, take the time to go through your bags and dump anything you should not be carrying. You’d be surprised how many old hotel room keys and crumpled boarding passes you’ll find at the bottom of a well traveled bag.

Take the time to go over your high-tech equipment, and consider investing in lighter solutions like the Chargepod charger, or even a shiny new Netbook. The investment will pay off in the long run, and your back will thank you for it.

If you need a new laptop bag, get yourself a TSA friendly one, it may only save 30 seconds at the checkpoint, but you will no longer have to remove your laptop every time arrive at the airport.

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Go for a status match (if you have any status)

The status match is the undocumented trick airlines use to help you switch your loyalty to them. If you have status with one airline, you can usually have a competing airline match that status in their own frequent flier program. There are couple of exceptions though.

Airlines usually decline status matches to fellow airlines in the same alliance. For example; United Airlines won’t match BMI since they both participate in the Star Alliance, exceptions are sometimes made if you can convince the airline you only fly routes that don’t overlap.

To get a status match, simply call the customer service line of the airline you’d like to try, and they’ll usually provide you with the information you need to have them process the match.

The advantage of a status match is that you can switch airlines, without losing any of the perks you got at your previous airline. The status match often comes with some fine print. Some will only grant the new status for 6 months, and others may “challenge” you and ask you to prove your loyalty by flying them a couple of times before they hand over a shiny new gold card. One final warning; the status match is almost always a one-time thing, so don’t ask for a match until you really need it.

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Plan your summer destinations now

Feeling cold? Why not sit down and find your next summer vacation destination. This is especially important if you plan to cash in some miles to fly. The sooner you book, the greater the chance you’ll actually be able to finally spend some of those hard earned miles.

Don’t always worry about paying for a ticket now, some airlines now offer best price guarantees and will refund any drops in price between now and your departure date. Just be sure to check with your booking site for the terms of the ticket you are paying for before you click “buy”.

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Update all your mileage accounts

If you don’t care who you fly, then chances are you have 5 or 6 different mileage accounts. Each account probably has a few thousand miles. Go over each account, and check whether your miles are at risk of expiring. Make sure your email and address information is up to date, and make any changes necessary.

Some airlines have very low redemption levels for certain non-flight perks. Your small collection of miles might be enough for a newspaper or magazine subscription, or you could simply donate the miles to one of the many charities often involved with the airline. If you do find an account with miles that are about to expire, find a way to add some miles to the account through a shopping portal. These small transactions are usually enough to keep your mileage account alive for another couple of years.

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Educate yourself on the TSA rules and regulations

Last week I wrote about some of the silliest things the TSA did in 2008. Not everything that goes wrong at the security checkpoint can be blamed on the TSA agents. Plenty of travelers still arrive at the checkpoint horribly unprepared.

If you are not a frequent flier, check out the TSA web site, and educate yourself on the current rules and regulations. You’d be amazed how many people arrive at the airport without a valid ID, and with a bag full of oversized bottles of toiletries.

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Get yourself a mileage earning credit card

If you are going to spend money, then why not spend it and earn something back at the same time? Credit may have tightened up a bit, but there are still plenty of great ways out there to earn a nice signup bonus and earn more miles when you use your card.

A decent list of all current mileage earning cards can be found here, but often it simply pays to call your bank and see what they have to offer. Citi, Chase, Captial One and American Express all offer their own brand of mileage (or point) earning cards.

Sadly, the best deals often come in the mail, so next time you see one of those horrible pre-approved envelopes, don’t immediately throw it away. Before signing up for a card, be sure to check out the yearly membership fees and whether the bank is willing to offer a nice 0% APR deal.

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Check for missing mileage credits

If you travel more than a few times a year, then it may be worth sitting down behind your computer and checking for any missing flight segments in your mileage account. You’ll need to have your boarding passes and a list of when you flew.

You’d be surprised how often an airline miscalculates your mileage, or completely “forgets” to credit you for a flight you took. This is especially if your original flight was canceled or rerouted as your frequent flier number may have dropped off the new reservation. To compare what you should have earned, with what you actually got, you’ll want to use a mileage tool like WebFlyer’s MileMarker.

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Start writing about your trips

If you are lucky enough to fly more than a few times a year to fun destinations, then consider documenting your trips. Even if nobody reads it, you’ll create a permanent record of what you did.

Also, don’t just shoot 100’s of photos that grow old on your computer. Upload them to one of the digital photo hosting sites, many of which are free to use. I’m a big fan of Smugmug myself, but with so many different sites, there is bound to be one out there that fits your needs.

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Be prepared for when things go wrong

How many of you have the most up to date phone numbers for your airline or hotel chain stored in your phone?

Do you know who to call if you suddenly find yourself stuck at the wrong airport and have to fight with 200 others for 50 hotel rooms? In just 10 minutes, you’ll be able to add all the important airline and hotel reservation numbers to your phone. Also, take the time to print out the numbers in case your phone arrives at your destination with a dead battery.

If you have the right equipment at home, make a copy and/or scan of your passport and drivers license and try to dig up the phone numbers of all your credit card companies. If disaster strikes and your wallet goes missing, you’ll thank yourself for being prepared.

So there you have it, ten simple things that could make your upcoming year of travel a tad easier to deal with. Of course, as with all new years resolutions, don’t feel too gloomy if you only make it till the third week of the new year!

When supply and demand becomes gouge and pilfer

by Scott Carmichael on

January 20th will be a pretty big day for any business in the Washington DC area. It probably doesn’t matter whether you are selling doughnuts or special inauguration plates, people will be heading to DC in the millions ready to buy whatever it is you are selling.

With that many people, it is only logical that many of them will plan to stay the night, so naturally that drives the price of accommodations up a little. However, it appears that most hotels in the area have taken “a little” to a whole new level, way beyond what they usually do for special events.

Take for example the Crown Plaza Hamilton, a fairly basic 3 1/2 star hotel in the downtown area. This hotel normally charges between $85 and $100 for a standard room. Care to guess what they want for a night in a standard room during the inauguration?

That’s right, $1000 bucks. And not just anyone can get that rate, you’ll need to reserve at least 3 nights to get that “special rate”.

In their defense, they are by far not the only ones cashing in on this event, even suburban 1 star hotels are charging a staggering $699 a night (compared to their usual $59 rate).