The concept of “consumer rights” has not yet reached the airline industry.
Under Federal law, as enforced by the Federal Aviation Administration, airline passengers have only the following guaranteed rights:
If your flight is delayed (such as by bad weather) and you’re stuck on the tarnac:
- Tarnac delays cannot exceed three hours. You can leave the plane if you choose after that.
- Food and water must be available after the plane has been stuck on the tarnac for two hours.
- The airline must service toilets, keep air conditioning on, and keep trash cans clean.
In addition, the U.S. government mandates these “rights” for air travelers:
- Compensation when you’re bumped due to overbooking –and for no other reason.
- An airline must accept lost/damaged baggage liability up to $3,000 in depreciated value per passenger for a domestic flight (limits on international flights are either about $1,700 or $635, depending on which rule applies).
Beyond those, all you can claim is what’s in each airline’s “contract of carriage.” Those contracts are–naturally–heavily biased toward airlines, not customers.
Given that the law–and the Congressmen who create it–is still largely owned by the airlines, you, as a customer, are forced to make do with the weapons at hand.
These essentially boil down to two:
- Threatening the airlines with bad publicity; and
- Threatening the airlines with a private or class-action lawsuit.
In both cases, it’s best to first contact the highest-ranking officials in the airline company.
There are two reasons for this:
- They have the most to lose, and
- They have the power to redress your complaint.
You can try to reach the CEO or one of his assistants during the time of the incident. But, most likely, this will happen afterwards.
If a mini-Hitler of an airline steward decides to eject you because s/he doesn’t like your clothes or request for help, there’s nothing you can do about it.
If you physically resist, you will almost certainly be arrested and charged with some version of domestic terrorism. You’ll be shipped off to jail and forced to defend yourself against the bogus charge.
Even if the authorities decide to not prosecute, you’ll have to spend at least several hundred dollars on legal representation.
And, of course, the airlines won’t care. They won’t be spending a dime on your prosecution–that will be paid for by the local U.S. Attorney’s (federal prosecutor’s) office.
Niccolo Machiavelli, the father of political science, wisely advised in The Prince:
“A prince…must imitate the fox and the lion, for the lion cannot protect himself from traps, and the fox cannot defend himself from wolves. One must therefore be a fox to avoid traps, and a lion to frighten wolves.”
This is definitely the time to take on the trappings of a fox. However painful it is to swallow the insult at the time it’s given, don’t give the airlines an excuse to have you arrested.
Take your revenge afterward. That’s what musician Dave Carroll did.
Carroll alleged that, in 2008, he and fellow passengers saw United Airlines’ baggage-handling crew throwing guitars on the tarmac in Chicago O’Hare. He arrived at Omaha, Nebraska, his destination to discover that the neck of his $3,500 Taylor guitar had been broken.
Carroll complained to three United employees, but they proved indifferent. He filed a claim with the airline–but was told he was ineligible for compensation.
The reason? He had not filed the claim within the company’s stipulated “standard 24-hour timeframe.”
Carroll turned to his musical roots for a remedy. He wrote a song, “United Breaks Guitars,” and turned it into a music video which he posted on YouTube and iTunes in July, 2009.
Click here: United Breaks Guitars – YouTube
The song went viral, and became a public relations nightmare for the airline.
The Sunday Times reported that, four days after the video’s posting, United Airlines’ stock price fell 10% costing stockholders about $180 million in value.
Most customers, admittedly, aren’t musicians. For them–short of suing–the weapons of choice will be:
- The phone
- Letters
- The Internet
- Consumer protection organizations that can be enlisted
Let’s start with the first: The phone.
Most customers assume the place to take their anger is the airline Customer Service desk. And the airlines encourage people to do just that.
Don’t do it.
Customer Service is staffed by people who may ooze compassion but who aren’t authorized to do anything on your behalf. And of course they’ll be well-versed in the standard airline excuses for why your request is denied.
(Think of Dave Carroll and the excuse United’s reps offered him: You didn’t file your claim within 24 hours.)
Even if they truly want to help you, they’ll find themselves outranked at every level.
So take your complaint to someone who has the authority to resolve it. This means, preferably, the CEO of the airline, or at least one of his executive colleagues.
ABC NEWS, AIRLINE PASSENGER RIGHTS, AIRLINES, AIRTRAN, ALASKA AIRLINES, AMERICAN AIRLINES, AMERICAN CUSTOMER SATISFACTION INDEX, BUSINESS INSIDER, CBS NEWS, CNN, CONSUMER RIGHTS, CONTINENTAL AIRLINES, DAVE CARROLL, DELTA AIRLINES, FACEBOOK, ITUNES, JETBLUE AIRWAYS, KGB, LEISHA HAILEY, NBC NEWS, NICCOLO MACHIAVELLI, SOUTHWEST AIRLINES, THE LOS ANGELES TIMES, THE NEW YORK TIMES, THE PRINCE, THE WASHINGTON POST, TWITTER, UNITED AIRLINES, UNITED BREAKS GUITARS, US AIRWAYS, YOUTUBE
KGB AIRWAYS: PART FIVE (OF EIGHT)
In Business, History, Law, Self-Help, Social commentary on November 19, 2014 at 12:00 amHave a complaint against an airline–but don’t want to waste your time with low-level Customer Service reps?
Good. You’ve just learned what is probably the single most important lesson in bureaucracy-busting: If you want action, seek out those who are empowered to make it happen.
So take your complaint to someone who has the authority to resolve it. This means, preferably, the CEO of the airline, or at least one of his executive colleagues.
But who are these people? And how do you track them down?
You start by realizing that every major airline has a website. And that website can usually be counted on to list the top honchos of the company.
Even if it doesn’t, you can usually obtain this information on the Internet. Go to “google” and type: “[Name of airline] board of directors.”
This should arm you with a series of websites providing
Below are listed
But the corporate world is filled with men (and a few women) who are highly skilled at moving up–by moving others out. So keep in mind that the names provided below will not be permanent.
Check out the appropriate websites to obtain the latest information before writing that letter and/or making that call.
Too many airlines treat their passengers like captives of Vladimir Putin’s KGB
Send out a letter addressed “To Whom It May Concern” and you’ll instantly be branded as a lightweight. This only shows that you were too lazy/stupid to find out who holds power in the organization.
Whereas a well-written letter addressed to the key decision maker will instantly warn top executives: “Take this person seriously.”
Now, the airlines:
DELTA AIRLINES
Richard H. Anderson – Chief Executive Officer
Edward H. Bastian – President
Email: Email us
Phone: (404) 715-2600
Mail:
Click here: Delta Air Lines Newsroom – Leadership
AMERICAN AIRLINES
William Douglas Parker – Chairman, President and Chief Executive Officer, AMR Corporation / American Airlines Group, Inc., Fort Worth, Texas.
John W. Bachmann – Senior Partner, Edward Jones, St. Louis, Missouri.
Mail:
P.O. Box 619616
DFW Airport, TX 75261-9616
Phone: (817) 963-1234
Click here: American Airlines Board of Directors
UNITED AIRLINES
Jeffery A. Smisek – Chairman, President and Chief Executive Officer, United Continental Holdings, Inc.
Oscar Munoz – Executive Vice President and Chief Financial Officer, CSX Corporation
Shareholders and other interested parties may contact the United Continental Holdings, Inc. Board of Directors as a whole, or any individual member, by one of the following means:
If neither of these methods seems to work, try these:
Phone (general): (800) (800) 864-8331
Phone Investor Relations: (312) 997-8610
United Continental Holdings, Inc. – Investor Relations – Board of Directors
JETBLUE AIRWAYS
Joel C. Peterson – Independent Chairman of the Board of Jetblue Airways Corporation.
David Barger – President, Chief Executive Officer, Director of JetBlue Airways Corporation.
Mark D. Powers – Chief Financial Officer, Executive Vice President, Treasurer of JetBlue Airways Corporation.
http://www.jetblue.com
AIRTRAN
AirTran Airways is a wholly-owned subsidiary of Southwest Airlines. Thus, complaints against Airtran should be directed to the top executives of Southwest.
SOUTHWEST AIRLINES
Gary C. Kelly – Chief Executive Officer and Chairman of Southwest Airlines, the parent company for AirTran
2702 Love Field Drive
Dallas, Texas 75235
Click here: Southwest Airlines Investor Relations – Board of Directors
US AIRWAYS
Robert Isom – Chief Executive Officer
Bruce Lakefield – Vice Chairman of the Board, President, CEO
Derek Kerr – Chief Financial Officer, Executive Vice President
Corporate Contact Information:
Mailing address:
US Airways
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Corporate headquarters:
111 W. Rio Salado Parkway
Tempe, AZ 85281
Phone: (480) 693-0800 7 AM – 5 PM Monday – Friday
Daniel E. Cravens
Director,
Investor Relations
US Airways
111 West Rio Salado Parkway
Tempe, AZ 85281
Phone: 480.693.1227
E-mail: Click here: US Airways | Compliments/complaints
Click here: US Airways | Investor relations
ALASKA AIRLINES
William S. Ayer – Chairman
Bradley D. Tilden – President and CEO
Brandon Pederson – Chief Financial Officer
Corporate Offices:
P.O. Box 68900
Seattle, WA 98168
Phone: (206-433-3200
Click here: Executive Leadership – Alaska Airlines
CONTINENTAL AIRLINES
In 2010, Continental Airlines merged with United Airlines. Direct all inquiries and complaints to United Airlines, whose corporate information is given above.
Share this: