How to complain

6. Keep it short and polite
Long missives that begin with the dawn of the millennium aren’t a good approach. Think of your complaint letter as a memo to your own CEO. Keep it brief, firm, and polite. Don’t clutter your letter with small indignities or frivolous complaints. Don’t go for revenge. It isn’t worth it — and anyway, you won’t get it.

7. Use your clout
Don’t bludgeon the airline or hotel with your clout, but don’t run away from it either. If you are an elite-level frequent traveler, put your account number and status on the letter. If the complaint is so serious that you’re thinking of moving your business elsewhere, say so. If you can impact your company’s travel policy and sway business away from the airline or hotel, say so. But don’t bluff. Only threaten what you are actually prepared to do. And don’t tell the company that you’ll never fly with them or rent a room from them again. If you proclaim yourself a lost customer, there’s very little incentive for the company to try to make amends.

8. Ask for something
Writing a letter of complaint without asking for some sort of tangible make-good is guaranteed to generate little more than a form-letter apology. Tell the airline, hotel, or car-rental firm exactly what is required to make you happy. But have a sense of proportion. A one-hour flight delay does not entitle you to a refund. A rude front-desk clerk isn’t grounds for a free night at a hotel. The punishment, so to speak, should fit the crime. Asking for hard cash is always tricky, although sometimes a refund is the only fair resolution. However, if you’d be happy with bonus miles or points, room or flight upgrades, or discount coupons, ask for them. If you’re a frequent traveler, elevation to the next level of elite status might be the best compensation of all.

9. Use your big plastic stick
I assume you know that you should never pay cash for travel services. That’s because you do have legal recourse if you charge your travel purchase. Under federal fair-credit laws, you have the right to contest any charge that you do not consider legitimate and that includes a travel purchase gone awry. If you’re in a row with an airline, hotel, or car-rental firm over a service they didn’t provide, immediately contest the charge with your credit card company.

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10. Don’t give up
If the airline or hotel’s first response is insufficient, tell the person who responded to your letter that you aren’t satisfied. (By the way, don’t return any coupons, discounts, or checks they sent.) You’ll be surprised how often a second letter yields a better offer.

The fine print ...
As I warned in a recent column, the travel industry will continue to slap surcharges on published prices. During the past week, for example, airlines have attempted to impose a fuel surcharge of $50 round-trip on domestic fares. It fell to $40 and is now $10. And some Dollar Rent a Car franchises in New England are testing a $2 “top-up” fee if you return your rented car with a full tank of gas.

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