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Bad airline service? Try complaining to the Better Business Bureau

March 20, 2009

Is the Better Business Bureau an effective tool against bad airline service? The surprising answer may be: yes.

Consider what happened to one reader when he had a booking problem with Delta Air Lines that couldn’t be resolved. After some back-and-forth, the airline fixed the problem, but it cost him an additional 16,000 miles and $473, and the airline didn’t seem too interested in helping. (He’s asked me to keep his name out of this story for fear of retribution by Delta, since he’s a frequent flier.)

I suggested he contact an executive at Delta. But he decided to take another route: He complained to the Better Business Bureau.

Yesterday, he got results.

It took a month — the time allowed by the BBB for the merchant to respond — but yesterday I got a call from the Delta Customer Care office and they took care of the problem; they are sending me a check for the majority of the fees I paid and Delta $ for the remainder. A very acceptable offer!

The person that called was very apologetic and said that my complaint was improperly routed inside of Delta. During the review they agreed that I should not have been charged the amounts and Delta should have resolved problem earlier.

Delta has an A+ rating with the BBB and is another technique people can use for resolution.

Indeed, Delta has a sterling reputation. But what about the others?

American Airlines has a C+ grade with the Fort Worth BBB. It isn’t a member of the organization, and probably wouldn’t be swayed by a complaint. Still, it might be worth a try.

Continental Airlines isn’t a member and has an “unsatisfactory” rating. No go.

JetBlue, while not a BBB member, has a “satisfactory” rating. Yes, worth it.

Southwest Airlines is a BBB member and has an A+ rating. Definitely worth it.

United Airlines isn’t a member and has an “unsatisfactory” rating. No dice.

US Airways is not a member and has a “D” rating. (Thanks to commenter Bruce in Charlotte for the tip.)

Has anyone else resolved a dispute through the Better Business Bureau? Please leave a comment or e-mail me directly with your story.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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7 comments

  • http://www.ffocus.org Bruce InCharlotte
  • http://singh.blogspot.com Jennifer Singh

    This is an avenue of complaint I had never considered. Thanks!

  • Carver

    I have to admit being surprised. My experience is that the BBB works best for local businesses, less so for national ones.

  • Geoff

    File the complaint with the state attorney general…..fireworks!

  • Karen Berger

    I am delighted that your reader received a just compensation from Delta after
    contacting the BBB. However, there are articles in the Hartford Courant about
    the CT Attorney General investigating the possible connection of membership
    in BBB and higher ratings.

  • Carver

    @Geoff

    The AG office is only interested in criminal wrongdoings and in particular fraud. Particularly as this case involves mostly miles, the AG’s office wouldn’t take it.

  • benmar

    I was thinking that was a good possibility, considering all the “members” named in this article had good scores. None of the non members here have an “A+”. I fly Continental almost exclusively because they take such good care of their customers. An “unsatisfactory” rating seems very strange to me.

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