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| CNN's Gerri Willis shares five tips on how to get your voice heard when a vacation goes bad. |
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NEW YORK (CNN/Money) -
Had a bad trip? It could have been a delayed flight, a cruise from hell, a hotel room in need of an exterminator...whatever the complaint, we hear you.
The problem is, does anyone else?
In today's 5 tips, we're going to tell you what you can do to make your voice heard and how you can get something back.
1. Fly friendly skies
We've all been through the trials of air travel, from delayed flights to lost luggage. If you feel you're owed some kind of payback from your airline, the best thing to do is beg, according to David Stempler, President of the Air Travelers Association.
"Use sorrow," he says, "not anger. You will benefit from being polite."
If your flight is delayed, you should ask your airline to validate your ticket over to another airline. If there is a difference in price, ask the airline to pay, says Stempler.
If you are delayed for a few hours you should also ask for meal vouchers.
If you need to stay overnight, you will probably be able to get nearby accommodations paid for by the airline.
If it comes down to an awful flight, you can request frequent flier miles, says Stempler. "Airlines will usually give you from 500 to 1,000 frequent flier miles if the airline has really inconvenienced you or your experience was not pleasant," he says.
But be realistic. A lot of these airlines are not in great financial shape. If you want to file a formal complaint against the airline, you can e-mail the Aviation Consumer Protection Division of the Department of Transportation at airconsumer@ost.dot.gov. Or you can call at 202-366-2220.
2. Cruise through complaints
Cruises are more profitable than airlines and they're really focused on building loyalty. This means they are usually able to offer more to dissatisfied customers.
If you have a problem on a cruise ship, address it immediately. The cruise line's guest services desk is the right portal for complaints.
While there is no official policy on addressing passenger grievances, according to the Cruise Lines International Association, some cruises may give you an on-board credit of a few hundred dollars to spend on drinks, spa treatment, Internet access or shore excursions, according to Justin McNaull of AAA.
If you have been stranded at sea for a day or weather has prevented you from arriving at a particular port, the cruise line will typically give you a credit toward your next cruise.
Cruise lines do prefer giving you credit for future sailings. McNaull cautions you have to use common sense. "Don't expect a free cruise because you've had a bad meal."
To file a complaint about your cruise, contact the Federal Maritime Commission at www.fmc.gov.
3. Make hospitality work
Got a gripe against your accommodations? Demand is up, supply is low and hotel rates are the rise. You want to make sure you're getting the most for your travel dollar.
Perhaps you arrived at the hotel only to find your reservation has been lost. Or maybe your room thermostat is broken or someone has been smoking in your non-smoking room.
The rule of thumb is to problem-solve on the spot says travel writer and ombudsman Chris Elliot. "Don't go home and write a complaint letter. It won't get you very far. Corporate employees are trained to say 'no' nicely," he says.
Keep in mind that the higher-end hotel rooms will be more accommodating to fixing complaints, says McNaull. He says you may be able to upgrade your room or get discounts on your current or future stay.
Some hotels reach way down into their "make customers happy" toolkit.
Ritz-Carlton Hotels for example gives employees $2,000 to ensure that guest's complaints are remedied on the spot. Other hoteliers that have empowered their employees to take care of guests on the spot include St. Regis, Westin, Hampton Inn, W, and Four Points.
4. Keep online agencies on the hook
Online agencies like Expedia.com are doing millions of transactions over a period of a month. Elliott says there's bound to be some errors. "They've developed this system that deflects complaints. If you send them an e-mail, they may send you a voucher. Don't take that funny money. Get a check," he says.
If you're not happy with the package, why would you want to get vouchers to use their services again?
Elliot relates a story where a couple booked their honeymoon on Expedia.com to find out that the hotel was a real dive. As restitution the company paid for a whole new honeymoon. Call the 800-number listed on the Web site if you are unhappy with your travel arrangements. Keep asking for the supervisor and don't give up until you get what you want, he says.
Since most of the major online travel agencies have outsourced call centers, it may take you a few tries to get to the top according to Eliott. If you are still not satisfied, go to your state's attorney general's office and file a complaint.
If you think that there was false advertising involved, contact the Federal Trade Commission at www.ftc.gov. And if all else fails, go to small claims court.
5. Avoid tour trouble
If that African Safari adventure was way below par, you may have some recourse through the tour operator.
Your first step should be to confront your tour manager. You may be able to get a 20 percent discount on your next tour.
Keep in mind that restitution varies. One couple was sent a partial refund plus a piece of Waterford Crystal after complaining about their accommodations. If you booked your tour through a travel agent, they can become the mediators in case you have a dispute.
The U.S. Tour Operators Association will also forward your complaint along to the tour operator. Their Web site it www.ustoa.com.
Don't rule out Ombudsman either. Conde Nast's Traveler's "Ombudsman" column features a traveler's complaint column. Send in your complaint to Ombudsman, Conde Nast Traveler, 4 Times Square, New York, NY 10036.
Elliot's Web site is also a great resource for travel complaints. Check out www.Tripso.com.
And of course, if you just wanna sound off, check out these Gripe Sites:
Gerri Willis is a personal finance editor for CNN Business News and the host for Open House. E-mail comments to 5tips@cnn.com.
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