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Do I have to follow the
flight attendants instructions if I feel I’m receiving poor customer
service?
What should I do if I have a problem with
the Airline?
What information should I have if I need
to contact the Airline’s customer service department?
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Do I have to follow the flight
attendants instructions if I feel I’m receiving poor customer service?
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- 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.
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What should I do if I have a
problem with the Airline?
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Speak with the Airline personnel. Explain
the problem and ask for it to be fixed.
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If you can think of a satisfactory solution
to the problem, suggest it to whoever is working with you.
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Allow for a reasonable response time considering
the nature of the problem.
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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.
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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.
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If you don’t feel the person whom you are
dealing with is helpful, ask to see a supervisor.
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Calmly explain your situation to the supervisor
and allow them to fix the problem.
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If you have gone up the local chain of command
and are still unhappy, contact the Airline’s customer service
department.
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What information should I have
if I need to contact the Airline’s customer service department?
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Write soon after the incident, while the
information is fresh and you are still within any time limits.
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Include as much specific information as
possible when describing the problem.
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Include the date, location and time of the
incident.
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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.
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Keep the originals, but include copies of
any relevant paperwork.
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Name, title, employee number or physical
description of those you dealt with, if you have them.
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A description of the actions taken by those
involved.
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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.
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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.
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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.
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Include your name, address and a telephone
number where they can reach you with their response.
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