Should airlines be held accountable for poor customer service?

Question

and if yes, what would be a good way to inforce it?

In my situation it wasn't a problem with the ticket people at the check in counter ( I simpatise with them - becasue if the airline treats there customers badly they probable treat their employies worse) it was when I asked direct questions to the representivies/manager and receieved no direct answer...I was travelling overseas and luckly new the language of the country I was in and was able to communicate clearly with the airline people. I was called names and threatened to be physically abused by them - when the military came and relized I was a Canadian the directed the airline to get me to my destination quickly as possiable or to return my money as I had requested. I arrived more than 24 hours late to my destination with no meal vouchers, accomidations, or travel expenses - I paid for everything out of pocket and now are in Small Claims to recoupe what I'm out! To this day more than 5 months latter the airline still can't tell me why I was delayed and that they owe me nothing.

Answer 1

Yes, any business should be held accountable for poor customer service. But I do think some customers do not have realistic expectations of what IS customer service from an airline to begin with, and what situations warrant compensation.

For example, no airline employee should ever be rude, surly, or disrespectful. And if you are treated without the respect that is due a customer, you should complain to the airline and most of the time they will compensate you, either in flight vouchers, free miles, or something similar.

But suffering from flight delays does not count as poor customer service. Many times people become frustrated and dissatisfied because their flight is delayed but most delays are from weather, mechanical problems, or air traffic control problems. And in those cases, you are definitely entitled to be treated professionally by the airline staff, but you're really not entitled to any compensation.

To enforce it, treat it like any other business. Complain when you feel you have not gotten the service you deserve, and take your business elsewhere if the issue is not resolved to your satisfaction.

Answer 2

Airlines are no different from any other customer service industry. They should be held accountable if someone is rude or disrespectable. But so should everyone else who works with the public.

There really is no good way to enforce it becuase they are private companies. I would say get names and dates if bad things happen. ALso have realistic expectations. If you miss your connecting flight and the next flight is in 2 hours.... don't expect a free ticket. Things happen! Also don't expect compensation for weather delays.

Answer 3

Yes, if they've broken a promise they can be shown to have made. The problem is how to enforce it when they hold most of the cards. There *are* websites where people can report their experiences with individual airlines; how much influence they have I don't know. I myself have succeeded on several occasions in getting some sort of refund (a free ticket, an upgrade, on one occasion a cheque) but I usually travel business or first class - so they're probably more keen to keep my custom - and I'm rather good at writing letters of complaint: (i) this happened, (ii) here were its effects on me, (iii) here's how I felt about it, and (iv) what I'd like you to do about it, in that order. I once sent an airline an invoice (it happened to coincide with the exact fare) for 'involuntary management consultancy conducted under adverse circumstances.'

Key things seem to be: keep as many records as you possibly can as the incident progresses, even if you have to ask airline staff to generate them; get statements from other passengers about the information/treatment they were given; get hold of as much written information as possible about the service they say they offer so that you can compare it with what they actually gave; and - of course - check the small print in the contract.

Good luck.

Answer 4

If you don't like it complain or don't take that airline again. Don't expect any compensation for it, you only might get some. From the person on the other side of the counter. I get plenty of crabby passengers that have had a bad day (no fault of mine) then they complain about my customer service because I can't give them what they want. Or I have a line of people and the one in front can't decide what flight they want to rebook to or if they should check that extra bag. Then I get impatient because they are holding up the line. Our jobs are not easy and the pay is bad, remember that before you complain.

Answer 5

If an airline is providing a service to customers, then of course they should be held accountable for poor customer service, just like any other business that provides a service to customers. Passengers have a choice as to which airline they choose to give their business to. If you are dissatisfied with the service received from a particular airline, then don't fly with that airline again. It's that simple.

If you are referring to problems such as delays caused by poor weather conditions, airport power outages, or other issues that are outside the control of individual airlines, then these are not customer service issues.

Answer 6

Their employees are poorly trained and make between $6-9 an hour, you get what you pay for in their case.
I was proud of my customer service skills when I worked for an airline but didn't blame others for not helping customers as much as they could have.

Answer 7

It's a nice thought but they never have been before. A lack of customer service is just such a part of the typical airline experience that I doubt much could be done to change that.

Answer 8

Yes they are (indeed)
In fact, the ticket that you buy is a contract to protect your rights.
Customer service department is an essential dep., in any Airline.

You have to submit your complain formally and mail it to the Airline directly.
Or, you can visit their official website and post your complain with your full name, date, details, time of the incident & your ticket number. Explain what happened to you in details. They will take it in consideration.

Answer 9

They are accountable, read your airline rights, but not just for poor customer service. You the public make them accountable by not choosing them the next time. Don't write to them till you learn how to spell.

Answer 10

The solution is to not fly that airline anymore. I mean, I don't think the airlines care that much except that you would choose to fly someone else.