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Customer Service Issue

  Tips Home >> Travelling Tips >> Customer Service Issue


 

Do I have to follow the flight attendants instructions if I feel I’m receiving poor customer service?
Yes, demanding an extra drink after they have cut you off, sneaking a smoke on a nonsmoking flight, or just being a rowdy passenger could get you arrested once you land.
Interference with the duties of any crewmember is a violation of Federal law. Penalties have included large fines and prison time.
The Airline’s personnel are there to provide a safe flight for everyone, so you should cooperate with them in their efforts.
It is best to follow their requests since they must comply with many Federal regulations.
If you feel you’ve received poor customer service, you can still take it up with the Airline once you’ve landed.
What should I do if I have a problem with the Airline?
Speak with the Airline personnel. Explain the problem and ask for it to be fixed.
If you can think of a satisfactory solution to the problem, suggest it to whoever is working with you.
Allow for a reasonable response time considering the nature of the problem.
Remain calm and keep it businesslike. Don’t make it a personal attack against the person who is trying to help you. The person is human and your professionalism will bring you better results than unleashing your anger.
Don’t play the "big shot" game unless you are. "Do you know who I am and how often I fly this Airline?" might be greeted by yes, once over the last two years. Computers are doing a wonderful job keeping track of customers and they may have your information right on their screen. If you try to fake them out by acting like a big shot, they might just think you are trying to get something for nothing and doubt your whole story. You are their customer and that is enough to demand good service.
If you don’t feel the person whom you are dealing with is helpful, ask to see a supervisor.
Calmly explain your situation to the supervisor and allow them to fix the problem.
If you have gone up the local chain of command and are still unhappy, contact the Airline’s customer service department.
What information should I have if I need to contact the Airline’s customer service department?
Write soon after the incident, while the information is fresh and you are still within any time limits.
Include as much specific information as possible when describing the problem.
Include the date, location and time of the incident.
Your name, reservation or confirmation number. Include your ticket and/or flight number. You should also include any elite club membership or frequent flyer numbers.
Keep the originals, but include copies of any relevant paperwork.
Name, title, employee number or physical description of those you dealt with, if you have them.
A description of the actions taken by those involved.
If you doubt you were treated according to proper company policies or feel those policies don’t provide for proper customer service; question the customer service department about your treatment.
Include the effect this problem will have on your past and future impressions of the company. But, don’t baselessly threaten "in any case, I’ll never use you again", they might just write you off and leave you unsatisfied.
If you can think of a satisfactory solution to your problem, suggest it to the customer service department to give them a chance to win back your business.
Include your name, address and a telephone number where they can reach you with their response.

 


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