How to Complain Effectively and Get What You Want

Rushing ill-prepared into this conversation or contacting the wrong person will only make the complaint process longer and more painful. There are a couple to-dos you should get out of the way before you pick up the phone or storm the customer service desk.

Make sure you have the right point of contact—or better yet, the best one. Depending on the issue you might want to ask for someone higher up who deals with your specific gripe, since they might be better able to assist you—if you get the feeling the employee you're dealing with simply doesn't have the power to help you, politely ask to speak to a manager. If you're calling or emailing about a problem, do a quick internet search to make sure you get to the right department so you don't end up on hold—or getting disconnected before you even get a chance to explain what the issue is.

Having things like confirmation and account numbers on hand is also important. The company usually does actually want to help you, but they'll need some specifics to do so. Frantically searching for reservation information will only stress both of you out and further delay a solution, so gather all this information beforehand.

Don't go into a complaint hot-headed. No issue is worth raising your voice or being rude over, no matter who you're talking to—especially if you want something to be changed for you. And you probably do.

Start simply. Keep in mind that the customer service person or manager you're talking to likely deals with lots of complaints and has probably heard yours before. Long-winded rants and embellished explanations won't get you anywhere, so start with what went wrong and what you need from them. Quantify your complaint with time or money values so they know how severe the problem is, and be specific in what your expectations are. Name what you want, whether it’s a refund, a credit, an upgrade, or a change. Sometimes all you have to do is ask.

Just as you expect to be heard, you should listen closely. Whatever issue you're dealing with might not be what you think it is, and knowing the details of how to fix it could be important down the line, or if it happens again. For instance, maybe this issue could be solved on your own online. Plus, if the conversation goes well enough and you strike the right cordial tone, you could end up with an upgrade in addition to the necessary solution to make up for the hassle.

Make sure you're on the same page by having a dialogue that includes questions. This person doesn't exist just to do what you say. Even if you think you understand, repeating back facts and clarifying the process with questions is important, and having a pleasant conversation doesn't hurt. For example, you can verify that the person assisting you is making changes for you, and that you don't need to take further action after you're done speaking. And if further action is required, make sure you get a step-by-step explanation so you don't have to get in touch yet again to have the same conversation with another representative.

Don't be afraid to ask for confirmation in writing of what exactly has been fixed. Changed reservations, returns, and upgrades typically come with a receipt or confirmation email, so you should always ask for one. Going through the stress of complaining is enough the first time around.

Don't make a bad situation worse if the problem is actually you. It happens to the best of us, and the only thing you can do to avoid embarrassment and further issues is to own up to it. I once called a car company to politely complain that my ride to the airport was late only to discover that it was I who had mixed up the pick-up time. Take responsibility, laugh it off, and move on.

If you're lucky enough to fix the problem right off the bat, rejoice! Thank whatever customer service angel or team manager saved your trip. And if not, know how to proceed.

Once again, this person or company probably fields many complaints, so if you want to be updated on yours beyond the immediate complaint conversation, it's partially your job to stay on top of it. No one else is going to do it for you.

And remember, when all is said and done, "thank you" should always be a part of that final exchange—anyone who's worked in customer service will agree.