Deal With It…..

I recently watched a BBC programme called ” Don’t get done, get Dom “. I don’t know if you have seen any of these programmes before, I haven’t, but this one featured stories about 2 families who had suffered flight delays.

To cut a long story short, they had both tried to claim compensation from the airline for the delay. They were entitled to do so under the EU legislation that covers this. But, oh my, what a performance they had.

The airline didn’t help themselves, they were very dismissive of the original complaints, sent the usual fob off letter etc. Even when the TV programme tried to get answers and discuss the complaints, they failed to act. Not only this, as usual, the legislation is over complicated and wordy – it takes a law professional to try and decipher the rules and regulations.

This didn’t surprise me in the least. Over the years I have dealt with my fair share of complaints, some genuine – others perhaps not so, but it never ceases to amaze me the mainly useless responses the travel industry send out.

Many of these complaints could be resolved fairly easily and quickly in the first instance.  If the flight is delayed – offer refreshments or a place to stay, keep the customers fully informed at all times,  if the room is dirty – get it cleaned as soon as it can be done, if the loo is blocked – get a plumber out. But no, no one seems to want to deal with it.

It seems like basic common sense to me.

Lets pass the blame onto someone else and let them sort it out when the customers get home!! and by that time, from being slightly angry, they are irate.

We all know mistakes happen – we are only human, after all. But come on, travel industry professionals – let’s be just that, professional and act with integrity for our customers.Just

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