Iberia advised us of our “passengers’ rights,” but then ignored them all

Occasionally our advocates encounter cases, like Beth Agnew’s, that make us want to beat our heads against the wall in frustration. Read more “Iberia advised us of our “passengers’ rights,” but then ignored them all”

How to take your complaint to the next level

So no one in the customer-service department is listening to you. Now what?

If you said, “Let’s appeal to a higher authority” — you’re right.

The appeal is a time-honored, and often successful, way to get the service to which you’re entitled. Managers often have the time to consider requests that may have fallen through the cracks.

I’ve been handling customer complaints for years, and there’s a right way to appeal, and a wrong way.
Read more “How to take your complaint to the next level”

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