Restaurants, hotels and even airlines often have them, and I usually fill them out. I compliment people, policies, practices or physical facilities that deserve praise, and I'm quick to identify flaws. I've often thought, however, that it was a way to vent but have had no idea whether anyone reads them or whether it is a big waste if time. I've even pondered whether comments are treated differently if they are dropped into a box on-site or mailed to a corporate office. Determining whether a complaint was ever dealt with is impossible -- except for travelers who frequent the same hotel or restaurant. I just hope that the travel industry does pay attention what its customers have to say. But I don't know. And I have wondered.
I'm a big fan of Christopher Elliott's website and weekly newsletter. He evidently has also wondered whether anyone pays attention to comment cards. This week he wrote: "Burning question ... Do you feel as if your airline, hotel, car rental company or cruise line is listening to you? You've no doubt seen those guest-comment cards in your hotel room. Do you think anyone is reading them? How about when you phone your airline? Do you feel there's someone on the other end who cares? Here's your chance to sound off about the travel industry's listening skills. Are they getting better at it -- or worse? Send me a note to chris@elliott.org or shoot me an IM (celliottlive on AIM)."
Since he is a persistent and respected consumer advocate in the travel industry, take him up on his invitation and contact him -- because our collective comments as travelers will definitely count. When he writes, the travel industry does listen.
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I have left the same question three times to a restaurant chain (and two emails) no reply
ReplyDeleteHotels have been very responsive. Once I suggested a handrail in a hot tub by the pool due to slippery floor and the manager wrote thanking me and next time I stayed they had installed it.
Airlines are nasty. Once I used miles to bump up to first class on a trip with my husband. On the way home they said only one seat so I gave it to him (he has a bad back) as we took off the seat next to him was vacant. He showed the attendant the ticket but he refused to move me up as did the gate lady.I asked for my miles back and they refused saying that would "negatively impact the integrity of teh first class" Then they refused to discuss anymore saying any more emails would be discarded. I get a paying customer vs a miles person but the seat was empty. Airlines are nasty nasty all in the process unless you are flying first class. A gate person recently said "we are nice to them because they spend money and we need money" but the 80-90 people in coach pay too.
I hate flying now due o rudeness and only do it when I must for work. We no longer fly on vacations.who needs all taht rudeness?