Domestic

Four Ways to Win with Customer Service

You can make airline customer service live up to its name if you know the rules of the game.

When flights go right, it can feel like a little bit of heaven. But when things go wrong, the feeling can be decidedly in the other direction. That's when it's time to fall back on an airline's customer service department.

The problem is that customer service isn't what it used to be back in the day of white-gloved flight attendants and champagne at 30,000 feet. Cash-strapped carriers have cut service staff to the bone, and through the "magic of outsourcing," you're as likely to speak to Bangalore as to Boston. Then it's you against your fellow passengers as to who gets the limited amount of whatever satisfaction is available.

Knowing all this, several resources, including travel-insurance.net, looked into what customer service strategies succeed in the current environment. Here's some of what they learned:

Stay Ahead of the Game

The two most dreaded words an air traveler faces may be "cancelled" and "delayed." When either goes up on the gate area signboard, there's going to be a mad rush to the podium. You don't want to be part of it.

Instead, gain advance notice that something's amiss by locating where you can overhear any handheld radio calls the gate agent is receiving. If trouble strikes, have the airline as well as your travel agent or corporate travel department on speed dial. They can tell you--before you speak to the carrier--about any flight alternatives. Assertively telling Customer Service that "I know Flight 472 is leaving soon. Can you put me on it?" gets more respect than just begging for help.

Also, remember that the gate you're at is not the only location where your problem can be solved. Move to another gate. You'll likely find less of a crowd.

"This Must be Terrible for You."

In tough situations, politeness wins. So does simpatico. Tell airline staffers that you know they're under stress and then use humor to grease the works. "If I can get a rep to smile or laugh," noted one traveler, "I know I'm going to get the most help possible." But if that doesn't work, don't hesitate to ask for a supervisor.

Put it in Writing

If you're forced to grin and bear whatever it is, your next recourse is after the fact, and should be directed to the airline's central customer service staff. Our resources agree your complaint should be on paper, not by phone or in an email. Registered mail is suggested.

Other points: Keep your missive factual, with names, dates, flight and seat numbers, and a non-emotional narrative of what happened and what was done (and not done) about the problem.

"Here's What I'm Asking for..."

Protest only issues in the airline's control (not weather delays or the odoriferous individual in the next seat), and be familiar with the carrier's Contract of Carriage, usually found on its website. If you can show a violation, you're likely to win. Include your frequent flyer status in your letter. Airlines hate to anger their best customers.

Finally, tell the airline how to make it right; don't leave the offer to them. "State whether you're requesting a simple apology or compensation--free flights or mileage," advises travel-insurance.com. "And keep copies of anything you send."

If you've got a strategy we didn't mention for this or any other aspect of air travel, send it to us at WingTips@firstclassflyer.com. If we publish your tip, we'll reward you with 10,000 free miles, usable on virtually any airline.