If you’re sending an email, you’ve got lots of options. Ensure you don’t overlook any of them. Remember your agent or intermediary. If you’ve booked a trip through a third party, then you can start with the agent. Often, they can serve as a go-between and secure a quick resolution. If you’ve booked your trip directly, skip this method.
Start in the bottom. If you’re already back from your vacation and need to Contact Ceo, start by using its web-based form. If you’re submitting a form, be sure you keep a copy of your own complaint, since those use a means of disappearing. It might appear such as an exercise in futility, but it isn’t. You’re blazing a lot-needed paper trail – companies carefully track each message, and assign them a case number. This way, you’re inside the system.
Be patient. The standard grievance takes four to six weeks to resolve. Yes, 4 to 6 weeks. Many of them are faster, but many routinely test the eight-week limit. There’s no excuse for dragging things out, obviously, but patience is essential when confronted with companies.
Rejected? Obtain it on paper. Don’t accept “no” for an answer on the phone. Ask the organization to put it into an e-mail or letter. You’ll need cold, hard proof that the company gave a thumbs-down. No worries, you’re not out of options.
Attract a greater authority. Time and energy to send your grievance to some supervisor (see next question for how to get their contact info). Keep in mind addresses change, so double-check them before writing. Enclose your initial correspondence, combined with the rejection, as well as a cordial appeal. You don’t have to restate your case, just politely request that this manager review your request an additional time.
Regroup. Rejected again? It’s not over. Require a deep breath. This might be a good time to re-read your email. Are you currently following all of the rules? Have you been keeping it brief and polite?
Climb another rung up the ladder. Every company has a vice president of customer care, or perhaps a manager who is responsible for working with passengers or guests. That’s who needs to listen to you next. These executives go to great lengths to keep their names and contact information from becoming public, which explains why we publish them within the appendix.
Consider a professional carpet bomb. By this time in the grievance, you might want to start copying every executive on every correspondence with the headquarterscomplaints.com, something called a professional carpet bomb. Yep, it’s annoying, it also underscores how serious you are concerning your complaint.
Note: In the advocacy community, there some disagreement about these tactics. As an example, many advocates experience the executive carpet bomb is never appropriate. Others recommend waiting just a week before appealing an instance to an executive. There no right answer and every case is unique.
I’m still getting a “no” – what to do now?
You still need options. They’re nuclear options, so use them only as a last resort.
Option 1: Overnight the CEO. When the company still says “no,” you should look at the “Hail Mary,” a respectful but insistent letter overnighted directly to the chief executive officer along with the disappointing string of “nos” you’ve received. A package FedExed to the peak exec features a probability of actually being read by that individual.
Option 2: Dispute the charge on your own bank card. You can challenge your bill under the Fair Credit Billing Act if you are living in the United States. Among other things, what the law states protects you from any unauthorized charges, or incorrect charges and services you didn’t accept, or that weren’t delivered as agreed. Don’t wait too much time: you have two months after dfuvhc first bill was mailed to submit a dispute. You can find out more about your rights underneath the FCBA at the Federal Trade Commission site.
Option 3: Head to court. Most disputes can be handled with a small-claims court, which doesn’t require that you hire a lawyer. Companies like going to court about as much as the average person does, so filing a complaint may be enough to have the airline, Phone Number, or hotel to find out things the right path. Keep in mind small claims court limits the volume of your claim (the exact amount varies based on the state, from $2,500 in Kentucky to $25,000 in Tennessee) and while companies sometimes don’t send a representative, and lose by default, collecting on the judgment can often be a challenge. Also, you’ll must pay a filing fee, which can cost up to several hundred dollars, based on where you’re suing.