Construction noise ruined my Sandals vacation in Barbados

When Lisa Chiarello’s Sandals vacation is ruined by construction noise, the resort offers two “free” nights. Is she entitled to more? Read more “Construction noise ruined my Sandals vacation in Barbados”

Delta stopped flying to Barbados — is our vacation ruined?

Laurie Glynne and her family planned to fly to Barbados for the holidays. But then Delta Air Lines stopped flying to the Caribbean island. Can this vacation be saved? Read more “Delta stopped flying to Barbados — is our vacation ruined?”

In another record month, American Airlines complaints double

If you’ve been watching our monthly complaint numbers and wondering, “How much worse can it get for American Airlines?,” here’s your answer: much worse.
Read more “In another record month, American Airlines complaints double”

Don’t let them ignore your travel complaint. Here’s how.

It’s complaints season in the travel industry, as Adeodata Czink will tell you. Read more “Don’t let them ignore your travel complaint. Here’s how.”

March complaints approach record as American Airlines extends lead

It was another busy month for complaints. Readers filed 337 grievances, just a few cases shy of our record 342 complaints received last August. Read more “March complaints approach record as American Airlines extends lead”

Why are travelers punished for complaining?

It happened to Traci Fox.
Read more “Why are travelers punished for complaining?”

“We got there by following your advice to just keep trying, be polite and firm”

Martha Mauser did all it by herself. She had a case — a good case — and she advocated it on her own.
Read more ““We got there by following your advice to just keep trying, be polite and firm””

I know what you did last October (hint: begins with a “C”)

If you had a gripe about a product or service last month, you’re in good company.
Read more “I know what you did last October (hint: begins with a “C”)”

Got a complaint? Never say these 5 words

Orna Lenchner did it. Read more “Got a complaint? Never say these 5 words”

The biggest complaint mistake you’ll ever make

Pavel/Shutterstock
Pavel/Shutterstock
If you have a gripe with a company — and let’s face it, at some point, everyone has a gripe with a company — here’s a cautionary tale about complaining.

It comes to us by way of Tracey Phillips. She had a problem with a hotel’s change policy. Specifically, every time she changed the date of her stay, the hotel insisted on charging her a fee, which is an increasingly common problem.

Instead of the grassroots approach to problem-solving, which I always recommend — in other words, starting with a real-time resolution at the lowest level, and working your way up — Tracey went straight to the top. She wrote an impassioned letter to the CEO, asking for a one-time exception to the hotel’s rules.

And, no surprise, she hasn’t received a response yet.
Read more “The biggest complaint mistake you’ll ever make”