New on the wiki: airline industry contacts

By | June 16th, 2010

It is only appropriate that the first category to appear on the On Your Side wiki is for the airline industry. I started researching the contacts for airlines a few years ago, and the files, which I published on my site, changed the way customers interact with their carrier. Changed it for the better, hopefully.

So here they are: Air Canada, AirTran Airways, American Airlines, British Airways, Continental Airlines, Delta Air Lines, Frontier Airlines, Hawaiian Airlines, JetBlue Airways, Southwest Airlines, Spirit Airlines, United Airlines, US Airways and Virgin America.

Got more to add? Please register to edit the wiki and then login to add your favorite (or least favorite) carrier.

There are those who would argue against posting this information online. Why trouble a vice president or CEO with a customer service complaint? Why even offer their contact information online?

I was speaking at a customer service conference a few weeks ago when someone mentioned that. What’s to be gained from it, she wanted to know.

Well, as I’ve already explained, I believe VPs and CEOs have a limited right to privacy. If they put themselves out there and make statements about caring for customers, then they should be happy to help. A good chief executive doesn’t want unhappy customers.

But I agree with the critics, to a point. You don’t want to trouble a manager with every little complaint. Which is why I’m clear about following the chain — first with a polite written request, and then escalating the request through the ranks. Never start at the top.

I hope these airline contacts are helpful. More are on the way.

Related story:   Dear AARP, please take a stand on the airline mergers

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