What is an effective means for complaining to an airline and having my complaint properly addressed?

What is an effective means for complaining to an airline and having my complaint properly addressed? - White Airplane Under Blue Sky

A bit of context to the question: I took a flight this Saturday with Iberia and my checked-in baggage was lost. I had all my clothes there so I had to buy some and according to the Passenger Rights I'm allowed to ask for a refund. They gave me my bag today.

I would normally ask for the refund in person and file a complain in the same airport but the company told me that I can just do it via phone or their web page.

I had to do it via the web page because I couldn't call today but I was wondering if any of this ways is more effective than the other in terms of getting a quick response from the airline and achieving the refund without much trouble.

I ask this because lately I've had to fill a few complaints against Iberia and some times they were solved very quickly and some others were much more difficult to resolve.

How can I maximize my chances of getting a quick reply and succeeding with my complaint?



Best Answer

Social media is the way! file a proper complain via the airline's webpage or email, then follow up in Twitter or Facebook.

Airlines hate it when people pick on them publicly. They will love to look like they are doing a good job and then reply you online to undo whatever image damage you have done.

This is my advice as a person working for an airline.




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What is an effective means for complaining to an airline and having my complaint properly addressed? - White and Red Air Plane in Mid Air



How do you make an effective customer service complaint?

How to write an effective complaint letter
  • Be clear and concise. ...
  • State exactly what you want done and how long you're willing to wait for a response. ...
  • Don't write an angry, sarcastic, or threatening letter. ...
  • Include copies of relevant documents, like receipts, work orders, and warranties.


  • How do I write a formal complaint to an airline?

    Respected sir, I am writing this letter to make a complaint regarding your flight delay of (Flight no) from (city name) to (City name). It is not the first time that we are facing such issue. Passengers buy expensive tickets because they have important work to do or to be at their desired place for an important reason.

    How do airports handle customer complaints?

    Here is some advice on how to use customer complaints to uplift your service.
  • Thank them for their complaint. ...
  • Don't be defensive. ...
  • Acknowledge what's important to them. ...
  • Use judo, not boxing. ...
  • Apologize once, upfront. ...
  • Explain the company's desire to improve. ...
  • Educate your customer. ...
  • Contain the problem.


  • What are three tips for handling customer complaints?

    10 Tips For Dealing With Customer Complaints
    • #1: Put Your Emotions Aside. ...
    • #2: Avoid Challenging Their Complaint. ...
    • #3: Thank Your Customer. ...
    • #4: Acknowledge What They Say. ...
    • #5: Offer Support. ...
    • #6: Be Flexible. ...
    • #7: Make Sure Your Customers Hear What You Are Saying. ...
    • #8: Offer an Apology - With Gratitude Attached.




    How to Respond to Complaints the Right Way in English




    More answers regarding what is an effective means for complaining to an airline and having my complaint properly addressed?

    Answer 2

    You can also try Airline Complaints, an online forum aimed at rendering complaints against airlines public. They state that they automatically contact the airline as soon as the complaint is lodged:

    3) What happens when I post a complaint?

    It immediately becomes public and we notify the airline directly that your complaint has been filed with us.

    Although forum boards are kind of old school, publicly airing your complaint on a dedicated platform might work.

    Sources: Stack Exchange - This article follows the attribution requirements of Stack Exchange and is licensed under CC BY-SA 3.0.

    Images: Jeffry Surianto, Jeffry Surianto, Jeffry Surianto, Jeffry Surianto