The OP's issue to me does not seem to be the original form, it is the fact that once the form is submitted you have no effective way of following up on your query aside from resubmitting your query from scratch a 2nd, 3rd and 4th time. That to me, as someone who deals with customer complaints on a daily basis is ineffective, inefficient and frustrating. Companies should not be hiding from complaints, they should embrace them as valid feedback from their customers.
I don't believe that your complaint about the process is reasonable. Having to fill in the form each time doesn't seem particularly onerous to me. How long does it take, 60 seconds?
The OP is making a complaint about the complaints process. If he discloses his original complaint then the thread will go off in a completely different direction.Your reluctance to disclose the nature of your complaint does not help your argument.
The OP is making a complaint about the complaints process. If he discloses his original complaint then the thread will go off in a completely different direction.
In my view, the nature of the complaint is relevant. But in any event, I don't believe that the process is particularly onerous. You input some data which you have to hand, and if you want to correspond again, you do it again. I'm not an apologist for airlines, but I suspect that the process is designed in this manner because of the sheer number of tenuous complaints.
Ireland is top-heavy with My-Flight-Bought-Coffee-was-not-hot-enough-I-want-a-free-flight-to-Chicago people
My suspicion is that Aer Lingus are inundated with complaints from crackpots about non-issues like the tea not being hot enough or there being insufficient storage above their seat.
Fair enough, I just happen to disagree. If I had an issue with AL, I would be fine with the process as it is.
How does the process block legitimate claims?
If I have an issue, I fill out an automated form. What exactly do people want?
If you'd been overcharged a significant amount of money would you be happy with no feedback or response to your query for three months?
It doesn't matter how a person might be overcharged, that is not the point. Having to wait 3 months with no feedback or response to a complaint is the point. You just don't want to believe that people have legitimate complaints....do you?Where was three months mentioned and how might one be overcharged?
If a reference number is given after the initial complaint is made then all that should be required is for the person to quote that reference number in their response.I don't believe that your complaint about the process is reasonable. Having to fill in the form each time doesn't seem particularly onerous to me. How long does it take, 60 seconds?
If a reference number is given after the initial complaint is made then all that should be required is for the person to quote that reference number in their response.
If a reference number is given after the initial complaint is made then all that should be required is for the person to quote that reference number in their response.
Do you try calling their customer service line and actually discuss your issue with someone there?
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