Any experience with customer relations?

Hi all. I just completed a trip to Delhi from Newark. My outbound flight to Delhi went without issues. On my way back though, I had the most horrible experience at the Delhi airport with the VA staff. I am so upset that I dont think I will ever fly VA again. I also intend to file a complaint with consumer relations against the individuals at the Delhi Airport. I was wondering if anybody could provide me with some guidance as to the best way to do this. I called the consumer relations # today and was given an email address to write to. Does VA take complaints against its staff seriously and am I likely to see any action on VAs part? If you can provide any feedback on how to best handle this, I would sincerely appreciate it.

Thanks in advance

[preiffer]

Try here.

Yes, they do take complaints seriously, providing they're offered in a rational, logical order (without extreme emotion), in a statement clearly noting what action/recourse you would expect to receive in order to resolve your issue.

Thanks Paul. I will write to them and let you know how it went.

Well, in this case I was flying economy. I have flown PE twice this year and could not afford another trip on PE so had to do with economy. I will try to be as objective as possible in my correspondence to them. FYI, my bad experience was with the airport personnel - at the check in counter where you get the boarding passes and check in the luggage. As far as the flight itself, it was on time and everything was ok.

Will keep you guys posted. Thanks

Originally posted by GrinningJackanapes


I am curious to know in what class of service you were flying...no one should be treated poorly, but spending loads of dosh on a ticket, only to have a bad experience, can sting all the more.

Cheers.

I've found customer service to be variable. I have written several times and have very rarely been offered anything other than a "it's a shame things didn't work out" kind of message [see separate thread about the Miles More Friends program].

On the whole though, the call center people are really helpful and if they can help, they will.

I often find writing a letter (snail mail) to be better than an email. I think if someone takes the effort to write and post a letter, it's likely to be taken more seriously that a less-effort-involved email.

Hi

Sorry to hear about your experiences.

Can I suggest you structure the complaint as -

1) What's happened (summary -e.g. specific things the staff said/did, etc.)

2) Why you are/were not happy with that.

3) What you would like done about it.

Number three is the key. If you're not clear about what action you'd like to be taken then it's very hard for the complaint to be resolved.

As has been said above, normal action would be a gesture of miles to your FC account. For example, I complained about a faulty handset on my last trip to SFO and recieved 5000 miles. From my own experience, having written to VS on a few occasions, they are extremely slow to reply. I once wrote an email complaint which was never responded to.

Best of luck!
Andy