elliott.org » Help!

Air Canada

Christopher Elliott — Sun, 28 Jun 2009 15:59:38 +0000

http://www.aircanada.com
PO Box 64239,
5512 4th Street, NW
Calgary, AB, Canada
T2K 6J0

Head Office
Air Canada Centre
7373 Côte-Vertu Blvd. West
Dorval, Quebec H4Y 1H4

(888) 247-2262
(514) 393-3333

How to get through to an operator: press 1, 0, 0, 0, 0.

Overview

Air Canada’s customer service reputation is somewhere between “OK” and “fine,” according to passengers. There are few horror stories to report, and the ones that I hear are usually addressed quickly and to the customer’s satisfaction. Nevertheless, these contacts may be useful, in the event that your horror story gets overlooked.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Conditions of carriage
Customer service main page
Email form

Primary e-mail

aircanada_customercare_en@mailca.custhelp.com

Note: Email conventions at Air Canada are either firstname.lastname@aircanada.ca or firstnamelastname@aircanada.ca (no dot separating the two)

Primary contact

Susan Welscheid
Senior vice president, customer service
susan.welscheid@aircanada.ca
(514) 393-3333

Secondary contact (*)

Duncan Dee
Executive vice president, customer experience and chief administrative officer
duncan.dee@aircanada.ca
(514) 393-3333

Chief executive (*)

Calin Rovinescu
Chief executive officer
(514) 393-3333
calin.rovinescu@aircanada.ca

What others have to say about Air Canada

Consumeraffairs.com
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

JetBlue Airways

Christopher Elliott — Sun, 21 Jun 2009 20:09:56 +0000

http://www.jetblue.com
11829 Queens Blvd
Forest Hills, NY 11375-7212
(718) 286-7900

Customer Relations
PO Box 17435
Salt Lake City, UT 84117-0435
(801) 365-2470

How to get through to an operator: press “0.”

Overview

JetBlue’s customer service reputation trends toward the extremes. It’s either really good, with friendly flight attendants, superior onboard amenities, generous legroom and many other customer-friendly practices. Or it’s really bad (think passengers stranded on the tarmac during an ice storm or grandmothers being threatened with arrest for videotaping other passengers). More often than not, though, JetBlue does right. Hopefully you won’t have to use these names.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage
Customer bill of rights
Email form

Primary e-mail

DearJetBlue@jetblue.com

(A JetBlue insider notes: “We are all best reached by emailing DearJetBlue@jetblue.com through our email management software.”)

Primary contact

Sharon Evans
Corporate customer support
(801) 993-6726
sharon.evans@jetblue.com

Debbie Castleton
Corporate customer support
(801) 365-2406
debbie.castleton@jetblue.com

Shauna Seymour (personal injury claims)
Specialist customer support
(801) 365-2493
shauna.seymour@jetblue.com

Jenna Peterson (ADA concerns)
Specialist customer support
(801) 365-2361
jenna.jeterson@jetblue.com

Secondary contacts (*)

Michelle Hansen
Director, customer support operations
(801)365-2491
michelle.hansen@jetblue.com

Rob Maruster
Executive vice president and chief operating officer
(718) 286-7900
rob.maruster@jetblue.com

Chief executive (*)

David Barger
Chief executive officer
(718) 286-7900
david.barger@jetblue.com

What others have to say about JetBlue

Aviation Consumer Protection Division Air Travel Consumer Report
Consumeraffairs.com
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Hertz

Christopher Elliott — Thu, 18 Jun 2009 13:38:31 +0000

http://www.hertz.com
225 Brae Boulevard
Park Ridge, NJ 07656

(201) 307-2000
(800) 654-3131

How to get through to an operator press no keys. Wait for operator.

Overview

Hertz has a better-than-average reputation for customer service, although recent efforts to collect new fees from its drivers have made a dent in it. Still, the company does far better than many other car rental companies.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Email form

Primary e-mail

CustomerRelations@hertz.com

You can also try (888) 777-6095 and press 3 at first prompt

Primary contact

Brian Dickerson
Staff vice president, worldwide customer services administration
brian.dickerson@hertz.com
(201) 307-2000

Chief executive (*)

Mark P. Frissora
Chief Executive Officer
mark.frissora@hertz.com
(201) 307-2000

What others have to say about Hertz

Consumeraffairs.com
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Frontier Airlines

Christopher Elliott — Mon, 08 Jun 2009 12:54:20 +0000

http://www.frontierairlines.com/
7001 Tower Road
Denver, CO 80249

(720) 374-4200
(800) 265-5505

How to get through to an operator: press 2 at the first prompt and then 1 at next prompt.

Overview

Frontier draws relatively few complaints, and the ones that come its way tend to get fixed fast. One major drawback: There doesn’t appear to be an obvious place on its Web site that accepts emails from customers, meaning that your only real choice is a phone call or a letter. That can sometimes be problematic.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage (PDF)
Customer commitment

Primary contact

Doug Skelton
Director, customer relations
(720) 374-4639
dskelton@flyfrontier.com

Secondary contact (*)

Cliff Van Leuven
Vice president, customer service
(720) 374-4200
cvanleuven@flyfrontier.com

Chief executive (*)

Sean E. Menke
(720) 374-4200
Chief executive
smenke@flyfrontier.com

What others have to say about Frontier Airlines

Aviation Consumer Protection Division Air Travel Consumer Report
Epinions.com
Airline Quality Rating

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

AirTran Airways

Christopher Elliott — Sun, 07 Jun 2009 19:37:33 +0000

http://www.airtran.com
9955 AirTran Boulevard
Orlando, FL 32827
(407) 318-5600
(800) 247-8726

How to get through to an operator
dial 0 and wait.

Overview

AirTran has a fairly decent reputation for customer service, even for a discount airline that charges for almost everything (including seat reservations). Complaints tend to get resolved quickly, and to the customer’s satisfaction. And when it doesn’t? Here are a few helpful resources.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage (PDF)
Customer service

Primary e-mail

info@mail.airtran.com

Primary contact

Deena Houghton
Manager, DOT and consumer affairs
9955 AirTran Boulevard
Orlando, FL 32827
(407) 318-5600
deena.houghton@airtran.com

Secondary contact (*):

Alfred J. Smith
Senior vice president – customer service
9955 AirTran Boulevard
Orlando, FL 32827
(407) 318-5600
alfred.smith@airtran.com

Chief executive (*):

Robert L. Fornaro
Chief executive officer
9955 AirTran Boulevard
Orlando, FL 32827
(407) 318-5600
robert.fornaro@airtran.com

What others have to say about AirTran

Aviation Consumer Protection Division Air Travel Consumer Report
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Hawaiian Airlines

Christopher Elliott — Sat, 06 Jun 2009 10:28:57 +0000

http://www.hawaiianair.com
P.O. Box 30008
Honolulu, HI 96820
(888) 246-8526
(808) 838-5300

How to get through to an operator
dial 0 and wait.

Overview

Hawaiian Airlines doesn’t get a lot of complaints compared with some of its competitors on the mainland. But when it does, they are typically serious in nature. Serious — and intractable — enough to merit their own entry on this site.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage
Customer service

Primary e-mail

customer_advocate@hawaiianair.com

Primary contact

Rose B. Harman
Manager, consumer Affairs
P.O. Box 30008
Honolulu, HI 96820
(888) 246-8526
harman@hawaiianair.com

Secondary contact (*):

Blaine J. Miyasato
Vice president customer services
P.O. Box 30008
Honolulu, HI 96820
(888) 246-8526
miyasato@hawaiianair.com

Chief executive (*):

Mark B. Dunkerley
President and chief executive officer
P.O. Box 30008
Honolulu, HI 96820
(888) 246-8526
dunkerley@hawaiianair.com

What others have to say about Hawaiian Airlines

Aviation Consumer Protection Division Air Travel Consumer Report
Epinions.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Spirit Airlines

Christopher Elliott — Sun, 17 Feb 2008 22:12:02 +0000

http://www.spiritair.com
2800 Executive Way
Miramar, FL 33025
(954) 447-7965
(800) 772-7117

How to get through to an operator
dial 1 and wait.

Overview

Spirit Airlines is one of the most complained-about airlines flying today. In an effort to be come what it calls an “ultra low cost” carrier, it has cut back or eliminated many of the customer service considerations that air travelers take for granted. Recently, despite outsourcing its customer service call center, Spirit appears to be taking customer service questions a little bit more more seriously. Let’s see if the trend holds.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage
Customer service

Primary e-mail

salessupport@spiritair.com

Primary contact

Heather Harvey
Manager, customer relations
2800 Executive Way
Miramar, FL 33025
(954) 628-4957
heather.harvey@spiritair.com

Secondary contact (*):

Tony Lefebvre
Senior vice president, customer service
2800 Executive Way
Miramar, FL 33025
(954) 447-7965
Tony.Lefebvre@spiritair.com

Chief executive (*):

Ben Baldanza
President and chief executive
2800 Executive Way
Miramar, FL 33025
(954) 447-7965
ben.baldanza@spiritair.com

What others have to say about Spirit Airlines

Aviation Consumer Protection Division Air Travel Consumer Report
Epinions.com
Airline Quality Rating

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Virgin America

Christopher Elliott — Thu, 19 Jul 2007 18:26:56 +0000

http://www.virginamerica.com
555 Airport Blvd
Burlingame, CA 94010

(650) 343-1827
(877) 359-9474

Overview

Virgin America is the newest, and perhaps the most promising, airline startup in years. Its fares are low (for now, at least) and in-flight entertainment offerings are impressive, from onboard instant messaging to first-class seats that deliver massages. It’s almost enough to make you forget about that whole deregulation thing. But I digress. We don’t know enough about Virgin America, because it hasn’t been flying long enough (it took off in August 2007). But we do know enough about its sister carrier, Virgin Atlantic, to make a few educated guesses. First class will almost certainly blow the competition out of the water. Economy class? We’ll see.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage (not yet available)
Customer help

Primary contact

Frances Fiorillo
Head of people and in-flight services
(650) 343-1827
frances.fiorillo@virginamerica.com

Executives (*)

Todd Pawlowski
Vice president of airports and guest services
(650) 343-1827
todd.pawlowski@virginamerica.com

David Cush
Chief executive officer
(650) 343-1827
david.cush@virginamerica.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Princess

Christopher Elliott — Sun, 10 Jun 2007 18:55:25 +0000

http://www.princess.com

24844 Avenue Rockefeller
Santa Clarita, CA 91355
(661) 753-0000
(800) 774‑6237

How to get through to an operator
Press 0.

Overview

Even though Princess is owned by Carnival Corporation, it deserves its own file because of the high volume of complaints that I receive about it. Those included (but aren’t limited to) service failures, problems with onboard amenities and boarding denials because of passport or visa issues. I’m left with the impression that grievances are not always addressed to customers’ satisfaction — or at all, for that matter. This is highly unfortunate. Since there are no widely-recognized customer-service rankings for cruise lines, we’ll never know how low Princess has sunk. Or how much it can salvage its customer-service cred. I hope to update this section soon with good news.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Customer service main page
Passage contract
E-mail form

Primary e-mail

passengerrelations@princesscruises.com

Primary contact

Jan Swartz
Senior vice president, customer service and sales
jswartz@princess.com
(661) 753-0000

Chief executive (*)

Alan Buckelew
President
abuckelew@princess.com
(305) 599-2600

What others have to say about Princess

Consumeraffairs.com
Epinions.com
My3cents.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts:

Skybus Airlines

Christopher Elliott — Fri, 01 Jun 2007 02:38:10 +0000

Note: Skybus has ceased operations.

http://www.skybus.com
4324 E. Fifth Ave.
Columbus, OH 43219

(614) 246-8800

Note: Skybus doesn’t operate a call center and only accepts customer queries by e-mail.

Overview

Skybus is too new to have a reputation, but the early signs are not promising. It won’t allow customers to contact it by phone. It also has “rules” about flying, such as “Hungry? Thirsty? Bring cash,” and “Don’t be late. We won’t wait,” that seem indifferent at best and at worst, customer-hostile. Hopefully it’s all just rhetoric and Skybus will turn out to be the next Southwest. Then you won’t need the contact information in this file. But you never know …

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Contract of carriage
Email form

Primary e-mail

info@skybus.com

Primary contact

Floyd Nickerson
Vice president, people
(614) 246-8800
fnickerson@skybus.com

Executives (*)

Kenneth Gile
President and chief operating officer
(614) 246-8800
kgile@skybus.com

Bill Diffenderffer
Chief executive officer
(614) 947-3103
bdiffenderffer@skybus.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.Similar Posts: