Write a Complaint Letter
How to Complain or Make Suggestions to Travel Companies
It's happened to all of us: you get to a "family-friendly" hotel that isn't stroller-friendly and has no kid activities. You sit with a squirmy, whining toddler at the airport while your flight gets delayed for hours. You encounter a snobby, rude person at a water park.
Interestingly, three out of four voters in a recent poll said they weren't completely satisfied with travel companies and the way they cater to (or don't) families.
Many people will have no problem complaining about it, but it does limited good (besides spreading bad word of mouth) to only tell friends and family. If you write a complaint letter, however, that is done well and sent to the right person, you can get outstanding results (and sometimes cash or freebies).
Better yet, you may even cause a change so the next traveler doesn't encounter such problems.
Here are tips for writing a complaint letter to a travel company:
- Be prepared to complain before you get mad. This means always getting the names and details of the people and companies you encounter. If you just say that some person was rude, the company has no real way to check sometimes. If you say Mary was rude on June 15th, that goes much further. Also ask for a supervisor or someone in charge on the spot. You can fix many problems, or have an even more effective complaint if it doesn't fix things.
- Go straight to the top. Calling a main customer service 800 number will probably yield little results unless you ask immediately for a supervisor (and some representatives will fight with you before doing that). This is one reason an actual letter can be more effective.
- Send it to the right place. You need to direct your letter to the right person at the right place. Frequently, you can find the name of a CEO and an address by fishing around a company Web site. A search on Hoovers can also yield details. Planet Feedback allows you to compose and send a letter directly from their site.
- Stay mad, but keep cool. Your letter should evoke your disgust or frustration to the company, but avoid childish name-calling and, worse yet, profanity.
- Keep it focused. State your case clearly, explaining exactly what happened concisely at the top. Don't waste space on insignificant details. After you do that, state what you expect them to do in clear terms (refund your money, change their policies, improve training, etc.).
- Close the deal. End with the threat of what you will do if they don't do as you request, such as tell friends or take your business to their competitor. Naming their top competitor, if you know it, is helpful. Tell them when you expect a response, but be realistic. Saying within 24 hours is just not possible, but within a week is.
Don't underestimate the power of a single complaint letter. Companies truly want to make their customers happy, and most will try hard to appease you.
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