While it would be nice if all of our travels unfolded without a single hitch, the reality is that sometimes things go wrong. It might be a bag that doesn’t make it to your destination after a 12-hour flight or a hotel room that isn’t what you expected, but no matter what you’re dealing with, there’s a right way to complain. Here are a few tips for airing travel grievances effectively.
Get the facts
Before you speak to a customer service agent about your concerns, you need to build your case with as many facts and details as possible. Take notes about the situation to make sure you don’t miss any details about your experience when you file a complaint. Save receipts and other documents, and be sure to get facts like names, dates and confirmation numbers. If you have a cell phone or camera handy, take photos or video that can back up what you’ve found unsatisfactory.
Speak up
If your hotel bed is stained or your airplane seat won’t recline, say something to the staff as soon as possible. Don’t wait until long after your trip is over to speak up. The sooner you say something, the quicker the staff can respond. They may be able to offer creative solutions that you didn’t know were possible, and you won’t have to deal with less-than-satisfactory conditions for your entire flight or stay.
Stay calm
Check your emotions at the door. If you can stay calm, treat the customer service agent like a human being and rationally make your case, you stand a better chance of reaching a positive resolution. If you become rude, aggressive or threatening, you annihilate the likelihood of anyone wanting to help you or go out of their way to make you happy.
Go up the chain
Even if you state your case calmly and back it up with facts, the first person you speak to might not be able to get you the resolution you’re looking for. In this case, you can ask for a supervisor or manager, who may have more power to assist you. If you’re still not having luck, you can take your complaint to the corporate level – just be sure you’re still taking detailed notes about your experience.
These days, many hotels and airlines are also actively responding to travelers’ experiences on social media. You may find that a cool and collected tweet goes a long way toward resolving your issue.
Ask for what you want
What would it take for the issue to be resolved in your eyes? An apology? A room change? Compensation? Don’t be afraid to ask for what you want – as long as it’s appropriate. An airline isn’t likely to give you a free round-trip flight because your in-flight entertainment wasn’t working, but a hotel may move you to an upgraded room if yours doesn’t have hot water and there’s a suite available.
If the company offers you something that you aren’t satisfied with, you can always ask if there are any alternative solutions. You’ll never know if you don’t ask, but remember: the key is to ask, not demand.
(Main image: Lara604 used under a Creative Commons Attribution-ShareAlike license)
