XP: Advice on writing an airline complaint

[Deleted]

I'm not going to rehash the whole story because it's pretty epic. However, I had a very bad experience with Ethiopian airlines a few months ago. The situation involved me and my boyfriend getting denied boarding and then being stuck in an airport for 3 days. I ended up buying a flight on a different airline, along with a lot of other headaches. All in all, I think I spent about $1,000 due to their mistake.

I was having trouble finding out who to send my complaint to, but finally sent them a fb message today and they responded that I can message them back with my problem and they'll send it to the appropriate person.

So any tips on what I should ask for? Do I ask to be reimbursed? I basically never complain about anything to companies, but this was just ridiculous that I think I deserve some compensation, but have no experience about what is reasonable/expected.

Thanks!

[katfco]

I would definitely ask for reimbursement not only on the additional airfare but also on any other costs you incurred because of the delay--hotel, food and other travel expenses.

[Nonny]

Be specific with the details, but don't be emotional/dramatic. Also be specific about how you expect compensation for the problem, and what you would accept. If you are never going to fly Ethiopian Airlines again (for whatever reason) ask for cash otherwise they will likely try to give you vouchers.  If you are OK with vouchers, you could say that too (although personally I'd ask for cash, knowing that instead I might end up with a voucher).  Keep it to one page if you can, short and to the point. 

Dear Complain Manager,

On January 1, 2014, we were stranded at XYZ airport for 3 days due to [airline's epic screw up]. [Insert additional pertinent screw up details, such as how/why it wasn't resolved satisfactory at the time]. 

This cost us $1230.57 in food/hotels/new flight/tequila shots, as you can see in the attached copies of my receipts.  Please reimburse me in the amount of $1100 for the incurred costs due to [short restatement of their poor service]. Checks may be payable to Wandering Lastname.

I'm confident in [Airline]'s ability to resolve this in a prompt and satisfactory manner.  If you need additional information please contact me at [ email ] or [ phone number ].

Note, in my example I'm asking for less than I hypothetically shelled out, because likely I'd be eating or doing something else with my own money during that time anyway.  But you should definitely ask for at least as much as you spent on the new plane ticket, plus however much you lost by not flying through them as originally planned.  So $500 lost on their flight + $1000 for a new flight = ask for $1500.

Here are some other samples:

www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

www.letterwritingguide.com/samplecomplaint.htm

www.complaintletter.net/Airline_Complaint_Letter_Fill_In.php

[Deleted]

Apr 14, 2014 17:07:02 GMT -5 Nonny said:

Be specific with the details, but don't be emotional/dramatic. Also be specific about how you expect compensation for the problem, and what you would accept. If you are never going to fly Ethiopian Airlines again (for whatever reason) ask for cash otherwise they will likely try to give you vouchers.  If you are OK with vouchers, you could say that too (although personally I'd ask for cash, knowing that instead I might end up with a voucher).  Keep it to one page if you can, short and to the point. 

Dear Complain Manager,

On January 1, 2014, we were stranded at XYZ airport for 3 days due to [airline's epic screw up]. [Insert additional pertinent screw up details, such as how/why it wasn't resolved satisfactory at the time]. 

This cost us $1230.57 in food/hotels/new flight/tequila shots, as you can see in the attached copies of my receipts.  Please reimburse me in the amount of $1100 for the incurred costs due to [short restatement of their poor service]. Checks may be payable to Wandering Lastname.

I'm confident in [Airline]'s ability to resolve this in a prompt and satisfactory manner.  If you need additional information please contact me at [ email ] or [ phone number ].

Note, in my example I'm asking for less than I hypothetically shelled out, because likely I'd be eating or doing something else with my own money during that time anyway.  But you should definitely ask for at least as much as you spent on the new plane ticket, plus however much you lost by not flying through them as originally planned.  So $500 lost on their flight + $1000 for a new flight = ask for $1500.

Here are some other samples:

www.usa.gov/topics/consumer/complaint/complaint-letter.shtml

www.letterwritingguide.com/samplecomplaint.htm

www.complaintletter.net/Airline_Complaint_Letter_Fill_In.php

This is very helpful, thanks!