Complaining Generally when passengers comment on airline service, most airlines do listen. They analyze and keep track of the complaints and compliments they receive and use the information to determine what the public wants and to identify problem areas that need special attention. They also try to resolve individual complaints. Like other businesses, airlines have a lot of discretion in how they respond to problems. While you do have some rights as a passenger, your demands for compensation will probably be subject to negotiation and the kind of action you get depends in large part on the way you go about complaining. Start with the airline. Before you call or write to your local Department of Transportation (DOT) or some other agency for help with an air travel problem, you should give the airline a chance to resolve it. As a rule, airlines have trouble-shooters at the airports (they're usually called Customer Service Representatives) who can take care of many problems on the spot. They can arrange meals and hotel rooms for stranded passengers, write checks for denied boarding compensation, arrange luggage repairs and settle other routine claims or complaints. If you can't resolve the problem at the airport and want to file a complaint, it's best to call or write the airline's consumer office at its corporate headquarters. Take notes at the time the incident occurs and write down the names of the carrier employees with whom you dealt. Keep all of your travel documents (ticket receipts, baggage check stubs, boarding passes, etc.) as well as receipts for any out-of-pocket expenses that were incurred as a result of the mishandling. Here are some helpful tips should you choose to write a letter. Type the letter and, if at all possible, limit it to one page in length. Include your daytime telephone number (with country/area code). Keep your letter business like in tone, no matter how angry you might be, and don't exaggerate on what happened. If the complaint sounds very fiercely or sarcastic, wait a day and then rewrite it. Describe what happened as clear and objective as possible, and give dates, cities, and flight numbers or flight times. Include the names of any employees who were rude or made things worse, as well as anyone who might have been especially helpful. Let the airline know if you've suffered any special inconvenience or monetary losses. Say just what you expect from the carrier. An airline may offer to settle your claim with a check or some other kind of compensation, possibly free transportation. You might want a written apology from a rude employee or reimbursement for some loss you incurred-but the airline needs to know what you want before it can decide what action to take. Be reasonable. If your demands are way out of line, your letter might earn you a polite apology and a place in the airline's crank files. Send copies (never the originals) of tickets and receipts or other documents that can back up your claim. Follow these guidelines and the airlines will probably treat your complaint seriously. Your complaint will help them to determine what caused your problem, as well as to suggest actions the company can take to keep the same thing from happening to other people. Contacting the Department of Transportation If you want to put your complaint about an airline on record with your local Department of Transportation (DOT), ask the airline or at the airport for the address and telephone number of you local DOT. If you write, please be sure to include your address and a daytime telephone number, with area code. Letters from consumers help them spot problem areas and trends in the airline industry. They use your complaint files to document the need for changes in DOT's consumer protection regulations and, where warranted, as the basis for enforcement action. In addition, every month they publish a report with information about the number of complaints received about each airline and what problems people are having, with statistics on flight delays, over sales and mishandled baggage (data from recent reports may be available online). If your complaint is about something you feel is a safety or security hazard, write to the Federal Aviation Administration in your country of residence. Your last resort If nothing else works, a “small claims” court might be the best way for you to help yourself. These courts assist to settle disputes involving relatively small amounts of money and to reduce the red tape and expense that people generally fear when they sue someone. An airline can generally be sued in “small claims” court in any jurisdiction where it operates flights or does business. You can usually get the details of how to use these courts in your community by contacting your city or county office of consumer affairs, or the clerk of the court. As a rule, “small claims” court costs are low, you don't need a lawyer, and the procedures are much less formal and intimidating than they are in most other types of courts.

Home Low Cost Airlines Travel Information FAQ About us Contact us

PR Aviation BV. All rights reserved. Terms, Conditions, Notices & Disclaimer.