How to Be the World's Smartest Traveler (and Save Time, Money, and Hassle) by Christopher Elliott

Author:Christopher Elliott [Elliott, Christopher]
Language: eng
Format: epub, azw3
ISBN: 978-1-4262-1274-1
Publisher: National Geographic Society
Published: 2014-03-04T05:00:00+00:00

How do I get the airline to review my case?

Airlines operate call centers with thousands of employees whose job it is to quickly process your questions. About half the customer queries come by phone, and the rest are by email, snail mail, or some form of social media like Twitter or Facebook. Unless you’re in a situation that requires an immediate, real-time resolution—for example, your flight has been canceled and you need to rebook—I’d recommend sending something to the airline in writing. Why? Because it creates a paper trail that can be saved if necessary. This will show the airline that you’ve gone through all the right channels to get your problem resolved, in the event that you need to appeal to a manager. While it’s true that customer service calls are logged and sometimes recorded, you’re not going to have access to those files, which puts you at a serious disadvantage when you’re trying to fix something.

ALWAYS START AT THE FRONT DOOR. Send a short, polite email to the airline through its website. Every airline offers a “contact us” section. It may seem silly, but you’ll see why this is important in a minute. Offer a brief description of your problem and a desired resolution. Don’t forget to include your name, flight dates, and record locator, the alphanumeric code associated with your reservation.

OFFER A CONCISE, REASONED REBUTTAL. Most airline systems create a tracking number based on the query. This guarantees that no customer inquiry slips through the cracks. Be sure to include your case number in every reply. If the airline sends you a scripted “no” response acknowledging your initial complaint, you’ll want to follow up with a polite rebuttal. Include any relevant documentation, such as a doctor’s note, death certificate, or a photo of damaged luggage (with a date stamp).

APPEAL TO A HIGHER AUTHORITY, IF NECESSARY. The names, numbers, and email addresses of many travel company customer service VPs can be found on my website (elliott.org/contacts). While it’s rare for executives to become personally involved in a case, your well-reasoned appeal will ensure that a senior customer service employee will review your request. What works? Generally, complaints that are tight and polite get the fastest resolutions. If you include all of your specifics and suggest a reasonable resolution, chances are you’ll never have to write an appeal. If you send a lengthy, emotional email and don’t suggest a resolution, or if you make an unreasonable demand, like “two first-class tickets anywhere your airline flies” or to have a flight attendant fired for being rude to you, your complaint will likely end in your frustration.

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