Complaining About Travel Services | How-to Guides for running your business from Business.com

Even if you traveled only twice in the past year, you’ve probably encountered some kind of problem at least once during those two trips. If you’re a regular business traveler, chances are you’ve come to expect that things will go wrong. Perhaps, because getting there was more important at the time, you shrugged and said, “So? What can I expect from that airline/hotel/car rental company?”

But it shouldn’t have to be that way. Yes, there are tens of thousands more travelers than there were just a few years ago. Lines are long, patience is short. And yes, there are uncontrollable events that affect when planes can and can’t fly. But you’ve paid a substantial amount of money for your airline ticket, hotel room and/or rental car. If you did not receive what you contracted for, a complaint is probably in order.

Though nothing is sure-fire, there are ways and places to complain that can bring results:

1. Complain to the government, if it’s appropriate.
2. Take your complaint to the vendor.
3. Tap resources for disabled travelers.
4. Share it on the Internet
5. Tell your story to an ombudsman.

Action Steps
The best contacts and resources to help you get it done

Know what the government does (and doesn’t) control

Because airlines were freed from government regulation decades ago, most of what they do, good and bad, is not controlled by either U.S or international governments. The exceptions are denied-boarding and lost luggage compensation.

I recommend: The government does tell you what your rights are and how to complain. You’ll find the information here. They also tell you how complaints about air travel service are handled at the Aviation Consumer Protection Division of the Department of Transportation. The Federal Aviation Administration (FAA) has procedures too. Because every airline publishes a “Contract of Carriage” spelling out their responsibilities under the terms of their contract, it’s a good idea to review that information too.

Go right to the airline, hotel or car company

Airlines in particular, and many hotels and car rental companies as well, do not put an emphasis on service but instead adopt a “squeaky-wheel strategy”. When things get bad enough they assume they’ll hear from the disgruntled customer and then they’ll deal with the situation at hand. Or not. That’s why it’s important that you, the offended party, do something, and do it quickly.

I recommend: If you can’t resolve the problem on the spot (at the airline counter, hotel front desk, car rental counter) take good notes (record times, places, names and ranks), gather supporting receipts, boarding passes, etc. and write a letter. And make it a paper letter, NOT an e-mail. Now it gets tricky. Ideally, you should address the letter to a specific person in a position of authority, but it’s not easy to find this information. Look at airline websites for details on “how to contact us” and “customer care” or “complaints” as well as toll-free numbers. Find similar information on hotels and rentals car companies.

Know about complaint procedures for travelers with disabilities

Discrimination by airlines and other travel vendors against travelers with disabilities is a common issue. Sometimes just clearing the security checkpoint can be fraught with frustrations. If you have a complaint, there is a government agency that wants to hear from you, and a long list of resources to find vendors to accommodate your travel needs.

I recommend: Contact the Federal Aviation Administration (FAA) if you have a complaint. Familiarize yourself with the U.S. Department of Transportation rules that govern how airlines must serve the needs of passengers with disabilities. The Transportation Security Administration (TSA) spells out guidelines for disabled travelers. Look here for a comprehensive list of resources for travelers with disabilities.

Take your complaint to the Internet

Given the vast reach of the Internet and the millions who travel each year, it’s no surprise that there are plenty of places to vent if you feel you’ve been wronged by a travel vendor.

I recommend: Check out Smarter Travel, Consumer Affairs and My3Cents.

Get help from an ombudsman

There are actually people who will willingly help you right the wrongs of travel. If you booked your trip with a travel agent, by all means contact that agent for help; this should be one the services they provide. There are travel journalists who have assumed the role of advocate too. Send them your story and ask if they can help.

I recommend: If you don’t already have a good business travel agent, look for one among allied members of the National Business Travel Association (NBTA), American Society of Travel Agents (ASTA) or the Association of Corporate Travel Executives (ACTE). Log on to The Travel Troubleshooter and Ed Perkin’s useful Web site.

Tips & Tactics
Helpful advice for making the most of this Guide

If possible, try to resolve your complaint immediately. Ask to speak with a supervisor or manager. Be polite but emphatic.
If that doesn’t work, write your letter of complaint and send it without delay.
Don’t air every grievance you’ve ever had with that vendor. Stick to the facts and tone down the emotion.
If you’re an elite airline/hotel/rental car member, state that clearly, including your membership number.
If you expect compensation, spell it out. Be realistic.
If you charged your travel to a credit card (always a “best practice”) contest the charge under the provisions of the federal fair-credit law.
Don’t quit until you have reached a reasonable resolution.

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