**Advice for Successfully Submitting an Airline Complaint**
Have you encountered a negative situation with an airline? Perhaps your flight experienced a delay, your luggage was misplaced, you received inadequate assistance, or you have a general suggestion for an airline to enhance its service? Here are my prime suggestions for submitting an airline complaint, presented in no specific order.
**Be Concise, Courteous, and Direct**
When composing a complaint letter to an airline, aim to be concise and focus on the primary issue at hand. Many individuals send lengthy emotional letters to airlines. Your complaint shouldn’t span multiple pages, nor should it recount every instance of how the airline has let you down since its inception.
Even if a serious issue occurred, try to keep your message succinct, limited to a few paragraphs. The individual attending to your letter deals with numerous complaints daily, and I can assure you that a longer note is less likely to receive thorough consideration. This also assumes it’s even being read — a lot of airline customer response messages are generated by AI these days.
Furthermore, always remain courteous. The customer service staff at an airline are not personally responsible for your experience, and being impolite won’t increase your chances of obtaining a favorable resolution. I believe it’s crucial to distinguish the reader of your complaint from the airline itself, so I refrain from using phrases like “you” when discussing problems (“your airline lost my bag”).
**Be Pragmatic About Your Expectations**
The airline sector is exceptionally challenging, and while airlines may falter, considering the intricacies of the operation, they perform quite admirably. I mention this because it’s vital for individuals to have realistic expectations when reaching out to airlines.
In terms of customer satisfaction and accountability, Frontier Airlines does not equate to the Four Seasons. I bring this up because people often voice complaints demanding refunds for delayed flights or unwelcoming service, which is rarely granted. Additionally, airline contracts of carriage are notably unbalanced.
With this understanding, it’s essential to reflect on your goals when making a complaint:
– If you simply want your feedback acknowledged, definitely send an email with your thoughts or complete a post-flight survey; airlines do keep track of this type of feedback, and if numerous individuals express similar sentiments, the airline may take note.
– If there was an issue with service or a delay (not governed by any governmental regulations), be prepared for the possibility of receiving bonus points or a voucher for a future ticket; airlines typically don’t offer refunds or cash compensation, unless legally obligated.
– If you’re seeking government-mandated compensation (such as EC261 in Europe), persistence may be necessary.
**Commence by Contacting Airline Customer Relations via Email**
If you need to address an issue with an airline, start by following the conventional approach of reaching out to customer relations. Most airlines provide customer relations options via email or through a form on their website. Briefly describe your concern and what you’re expecting, and begin there.
Do keep your expectations in check, as some airlines have automated their initial customer service responses. However, it’s only right to initially allow the airline an opportunity to address your concerns.
If you’re unsatisfied with their reply, feel free to respond to the email once in hopes of receiving a more favorable answer.
**Three Methods to Elevate an Airline Complaint**
If you contact an airline and find the response lacking, there are three effective ways to escalate the matter, in my view.
The first approach is to email the airline’s CEO or another high-ranking executive. It’s generally straightforward to find an airline CEO’s email address. And while it’s improbable they will respond personally, these emails frequently get addressed by an executive customer relations team that may take complaints more seriously. I hesitate even to recommend this, but honestly, it’s one of the few direct ways to elevate a concern with an airline.
The second method is to lodge a complaint with the Department of Transportation (DOT), assuming the flight is with a domestic airline or is traveling to or from the United States. This won’t yield an immediate response, but it will compel the airline to eventually reply directly to you, with the DOT copied on the exchange. Reserve this for matters relating to safety, adherence to regulations, misleading advertising, etc. (in other words, not to complain about stale Biscoffs).
The third method is to contact a media outlet. The media enjoys covering airline-related stories, and the best way to attract an airline’s attention is to generate a viral situation. In fact, you can