Do you complain when things don't go your way and expect compensation?

[zoo2tycoon]

Reading through the various forums I have come across recent threads and wonder if people complain too much, at what point should you complain and when should you expect compensation?

A couple examples....

One in transportation where person had a delayed flight and negotiated with SW to fly into a different airport so they didn't have to spend the night. So person made the offer and SW agreed to fly them into a different airport. OP then asked if they should ask for compensation for the rental car- most people said no. A few said yes ask for compensation (those who said no stated OP had agreed to the compensation when she asked for and SW agreed to other flight). So in the end OP got vouchers for air travel (over $100 I believe--my exact details may be off but that is the basic info from the thread that was posted around Xmas time).

One just updated in Resorts thread. OP was at a Disney hotel, bad housekeeper. OP walked into room first day and it was dirty, said they talked to housekeeping staff and housekeeper came and was rude to them, glared at them in hall, said nasty things, etc. Then went on to say how bad buses were, how outside guests using EMH and cast not checking magic bands, etc. In the end they wrote to Disney and go 3 free nights at a moderate resort and 2 or 3 day tickets for family. OP didn't really want moderate, wanted to try deluxe and somehow got them to give credit for stay at a hotel.

I don't know what happened with third one but late last week someone complained about luggage being late from Magical Express. Someone said to complain and ask for compensation.

At what point have you complained about things, do you expect compensation? Given these examples would you complain and expect anything or just give feedback to Disney or airline?

 

[mjkacmom]

Well, I tried to get Verizon to give me some compensation, but they said no. Our internet/cable/phone went out on a Saturday night. After trying to fix it over the phone, I was told someone would be out to fix it Tuesday afternoon. We ended up going over our cellphone data, since the kids had homework to do, and DH had to work from home on Monday. They did credit us for the 3 days without service, and the technician gave me 2 new remotes, though (I asked - ours are over 10 years old).

Hey, it couldn't hurt.

 

[Jennasis]

The resorts thread, the OP clearly said they were not expecting or asking for any compensation. WDW made the offer.

However, in the spirit of your question, I don't expect comps...I expect the thing I'm complaining about to be rectified (dirty room made clean, over charge being reversed, etc). I rarely complain to management though and never after the fact.

 

[Kitty 34]

Nope

 

[NHdisneylover]

I complain about serious issues and whenever possible as the issues is occurring and what I ask for is that it be rectified---not that I receive additional compensation (so when our air conditioning did not work in our cabin on a cruise we reported it for repairs on the first day and when it was still not working by the next day, and after two visits by the repair team, we asked to be moved to an equal or better room with working a/c -- we moved, it was a slight hassle to repack and unpack again but no biggie and no further compensation was needed or expected).

The one time I expected compensation was when a flight from Detroit to Puerto Vallarta went terribly awry. The first plane took off, the door did not seal properly (major ear pain for those of us up front) and we returned to the airport. 5 hours (and lots of smaller issues I will not bore you with) later we finally had a new plane and took off again. We landed at DFW after midnight, we told one engine had gone out and the crew was timing out, a pile of blankets was dropped on the floor at the gate and the crew left us all there overnight with no further info. about 8 the next morning we boarded a third plane which got us where we needed to be. That time I wrote asking for at least half our fare to be refunded given the circumstances (and I was travelling alone with a 2 year old and 4 year old) and was given a voucher worth the full amount of the fares but which had to be used for travel with MTL (the company we bought through) and within a year.

A few times I have sent letters after the fact when stuff was not resolved at the time. I never expected compensation, but felt the companies needed to know about the issues so and the times it occurred, I was surprised to be compensated (first time the owner of a local Italian places arrived at our door with a fresh pizzas and gift cards for dinner and the nicest apology--and we were in college. Once WDW sent us three day park hoppers and the most recent was a lot of points towards a hotel reward program after being placed in a room with visible mold in many places--which we took photos of and a front desk staff who refused to come look at the room or move us--this in a hotel which was supposed to be very nice).

 

[Micca]

I don't usually complain. Something would have to be pretty disruptive for me to take the time to complain about it. As for the airlines, I pretty much expect service that varies between lousy and minimal.

I read the thread on the resorts board and feel like she had every reason to complain. She didn't talk Disney into anything, they made a generous offer which she accepted.

 

[emma'smom]

I'd say I'd expect some sort of compensation when I am paying for a commodity that I don't receive (or a condition/service) and that cannot be rectified in a reasonable amount of time, particularly when it becomes clear that the reason for the issue is a direct result of a lack of follow-through or attention to quality/detail on the part of the service (or commodity) provider--- or if the provider was misleading in stating what they provided. In short, if I'm sold a certain level of quality and that is not what I receive--then I would expect a refund/compensation.

 

[roseaster]

Well, this isn't helpful, but it depends on the issue and the inconvenience. Once the airline had a malfunction of their plane (we saw them taking a part out of it to fix) that made us 6 hours late leaving Mexico. We got into ATL at about 1:30 AM. There wasn't a departing flight until 7 the next morning and the terminals were closed so we were all stuck sitting on a baggage carousel in an unheated area all night. The airline refused to offer any type of comfortable accommodations such as an airport hotel, or even a lounge with heat. I wrote and called everyone. I fully expected compensation for that.

Not tidied hotel room, I would just expect someone to come tidy it ASAP. If the maid was rude I might complain depending on the level of rudeness, but wouldn't expect compensation.

I wouldn't know the location of anyone's lodging, so that wouldn't even register to complain about.

Late buses. I'm from the city, even in a place where buses are supposed to run on a time schedule you know better than to expect them to be on time. Wouldn't even complain.

Oddly, once our luggage did not get delivered from ME. Our flight was delayed, we checked in late at AK, they said they would send the luggage up to the room. We were exhausted, we all passed out, when we woke up in the morning, no luggage. I called the front desk, they couldn't find it. I went to the front desk and the clerk said that they had tracked it, it was still at the airport she was sending someone right now to get it and gave us vouchers to have free breakfast at Boma while we waited. Didn't ask for that or expect it, but appreciated it.

So, long story short, yes I think a lot of people, regardless of what they claim, complain about petty things to get free stuff. Especially at WDW where they are known to bend over backwards to please the customer.

 

[Gumbo4x4]

Most of the time, if I've lodged a complaint, it's mainly to get a solution. But, if I feel I owed something, I'll say so.

2 hotel examples: stayed at a nice hotel that featured 2 live classic rock bands all weekend. A lot of the hotel guests were there to see the bands. Yet, at poolside, the bartenders (who weren't even half the age of any of the patrons at the pool) played top 40 and modern R&B all afternoon blaring over the speakers. When I got home, there was an email from the hotel asking about our stay. I mentioned the poolside music being inappropriate given the clientele. I didn't expect compensation, nor did I receive it. But hopefully, there will be better music at the pool next time.

Hotel #2 had a kiddy area at the pool with squirt guns & slides galore. My then 4 year old LOVED this area, but it was closed 2 of the 3 days we were there. I said we'd stay a 4th night, but wanted a discount because of the issue the previous days. They ended up comping supper instead.

 

[Chelley00]

I don't expect compensation. What I expect if for the situation to be rectified. If I get something out of it, bonus.

 

[wilkeliza]

I've only complained twice at Disney and didn't expect compensation but needed the situation handled and really just wanted it fixed and an apology. One we got compensation and the situation fixed. The compensation was not expected at all but was offered by management. It is the only time we have complained while actively on the vacation.

The other was just a post trip complaint that had stuck with me after the trip so I wanted to bring the issue to their attention. I got no compensation and did not expect it but wanted them to be aware of what was happening at the bus stops after closing since it was not inside the parks and I figured that was harder for people to manage since there are very few CMs out there. With that one we received an email correspondence and a phone call so that the management team could understand what had happened to make sure CMs were aware what was going on was not allowed and should be stopped when seen.

 

[dodukes]

I don't typically complain, sometimes on twitter as it seems to resolve things but typically i let a lot of things slide but when I do i want the problem to be fixed, very rarely can do I expect to be compensated, I can think of 2 recent times were I was adamant about complaining, wel one was a complaint, the other i just wanted my refund.
#1. went to a "nicer" (means the newest trendy place) for a friends bda dinner party, ordered a burger, had to send it back twice before they got the darn thing right, i finally ate 1.5 hours after ordering, really it wasn't hard, i asked specifically what was on it that wasnt listed and the lady said nohting, of course burger comes with some sort of ketchup thing on it (i DO NOT do ketchup lol) told her hey i asked you and look how it came, sent it back, it then came back plain, just like i had asked but realy when i mean plain i mean no condiments and i had given the lady now for the third time just exactly WHAT i wanted on there. So by now i had decided that they better comp the meal but luckily she offered before i had to ask,

#2 just last week at the local burger place, i ordered a couple burgers and i was just annoyed that it seems to be habit, but they key them in as cheeseburgers, well guess what cheese is an extra $.55. so My moms was fine but i read the receipt (after i had paid obviously) and told the girl at counter, so she hollered to the back and corrected my order. So then my order is ready and I tell her and really i said something it was not so much for the .55 cents but for the fact that it happens ALL the IME, it was the second time that has happened to me there, so I tell her look its not even about the .55 cents although I think the correct thing would be to refund them but i am pointing out that you should really talk to the cashiers because they hear burger and without asking automatically key up with cheese , and its not the first tie it has happened to me here (the first time i had actually not noticed until i got my burger and said something then). She then after going to the back and idk what else she did she offered me two coupons for two free burgers, since it had happened more than once.

 

[Bianca and Bernard]

I only complained at WDW once, and that was due a very very bad CM. Didn't ask for anything, in fact when asked what they could do to make our day magical again, I said to just talk to that CM and retrain him.



We did have a big issue once, with a car repair place, that I felt warranted compensation, though I didn't get anything. I went in and paid for this place with a golden touch to fix the front and back brakes on a Friday morning. New pads/rotor resurfacing, change brake fluid. The brakes were squeaking a lot after they were done, and I didn't think anything of it. After a few days of the squeaking, I called and they said it was just brake dust.

The very next weekend, we took a trip to WDW. Drove down, parked and used bus system while there. Only brought one bank card and one credit card with us. DH lost the cc somewhere at WDW that last day. The bank card was cancelled by the bank, the day before we left WDW, because someone got ahold of the card number somewhere, and we had charges pending from a lot of places that weren't ours. I had had about $80 in cash on me, which I was planning on using for dinner and gas on the way home. (this comes into play later)

On the way home, on the highway in Orlando, the brakes went out. During rush hour. DH used the emergency brake to stop, and we worked our way off the highway, and I called the repair shop back home. They were like "oh, not our fault". They finally agreed to send a tow truck on their dime. After 3 hours of sitting and me on a dying phone, with a dog and two sad hungry kids, tow truck shows up and took us a different company (excited guys). We had to pay for the tow with the last bit of cash we had (which ticked me off, because if we had called our insurance company, the tow would have been free, plus they said they would pay for it, but it turns out them meant for us to pay and be reimbursed later).

Found out the back brakes had not been touched at all. They had no pads left and the rotors were scored; there was hardly any brake fluid in the system (about 1/2 cup total). We burned out the front brakes in a week, because the back ones weren't working at all. They were locked up...no pads and scored rotors.

First company fought about paying for it, but agreed to do so, since it was after 9pm and their shop in Orlando had long since closed. The 2nd company's manager and one tech stayed to do our work (as we were stuck in Orlando....no money and no credit cards, so no hotel). They convinced the auto parts store to send over the parts we needed (the manager called the manager there and had him open up the store to bring up the parts needed), and they stayed until 1am to get us back on the road. They charged every dime to the first company, including their OT (as it was heading to Christmas, I'm sure they were happy about that money). We went ahead with brand new rotors, instead of resurfacing, because why not.

I fought with the first company about reimbursing me for the tow, and they did, but were really not nice about it...until I showed up in the shop, which was packed with people, and started telling everyone what they did (with all the paperwork to back me up). They paid, finally, and wanted me to leave all my paperwork. I said nope, you can have copies, but I'm keeping the originals. Never will I ever use their company again.

 

[eliza61]

It depends on what you consider compensation. Let me give you an example.

The last three non dvc member visits I have made to the world my room has been in various degrees of satisfaction. Last one at the Boardwalk was terrible. cigarette butts, dirty glasses left in the bathroom and rug not vacuum. Now first off, you can't call for help. If you call from your room your call goes to a "call" center and then routed back. AT minimum 90 minutes. Seriously!! 400/night and the only way to get immediate help is to drag yourself back down to the lobby and complain.
Next you have to sort of, kinda get halfway relaxed while you wait for housekeeping or you have to go to the parks and HOPE your complaints are addressed.

And this is what Disney calls "deluxe" service. Now all I really want is a clean functioning room but if I have to spend 2 hours to get it, yeah the least you could do is throw a free drink at me.

I totally admit that I'm probably critical, I've read statements here that say stuff like "I'm on vacation, I don't sweat the small stuff". that's not my personality unfortunately. first, I'm dropping thousands of bucks on this hotel, second I don't live in a dirty room at home, not going to do it on vacation plus I do spend a lot of time in my resort.

So now if I don't use my dvc points I stay at the waldorf.

 

[Squirlz]

Two years ago we were staying in the Club Level at BWI. We came back from the parks the last evening to find our door blocked open and the television on. Since it was a secure wing I figured it was a housekeeping error but I called to report it. They took $125 off the bill and gave us three fastpasses to be used during our stay. Well we were leaving the next morning so we couldn't use them. On the way out I stopped by Concierge and explained the situation and they extended the FP expiration to the year 2030!

 

[Turn the Page]

It really depends on what it is. Dirty hotel room, I expect it to be cleaned within a reasonable time frame. If the room needs repairs, again I expect it to be taken care of in a reasonable time frame.

When we were flying home from out last trip we ended up having mechanical delays that put us home 23 hours past when we were supposed to get there. We had 4 flights booked for the entire trip and 3 of them had mechanical problems, 2 of those resulted in massive delays. At that point we did ask for compensation and we each ended up with a $100 voucher and $125 in Delta gift cards. In one of our emails to Delta customer service I said that we understand mechanical problems. Like any moving vehicle stuff sometimes breaks and needs to be fixed. But of the four flights we had booked we had mechanical problems on 3 of them. What is wrong with Delta's maintenance procedures if their equipment breaks down 75% of the time?

 

[Kae]

a dirty room is a big no no. Come on OP said the room needed to be swept and it clearly wasn't then mousekeeping argued with her. Another mouse keeper should have been sent up made it right or OP moved. when we were in Vegas there were ants in the Bathroom, Front desk person told me to wipe them with a tissue and flush them. I felt I should be moved to another room so it could be cleaned up and I didn't want a room with ants. Front Desk person then Rolled her eyes and laughed at me. I said I want to talk to the GM right now. She front desk manager who asked if a was sure about the ants, I said yes please move me to a different room she said no. I said please get the GM. Finally get GM. He asked if what I felt was fair I said I have been treated poorly so now I think an upgrade is needed (just really wanted a king bed) got an upgrade to level up king room & Buffet passes.

Kae

 

[leebee]

DD22 and I had a pre-theater dinner at a restaurant in Manhattan. I'd eaten there before and thoroughly enjoyed the pasta dishes, so felt comfortable taking DD there. Without going into detail, the entire meal was a shambles- possibly because the minute he heard "prix fixe" we never saw the waiter again. FINALLY talked to the waiter who talked to his manager who sent over sweet dessert wine, gratis. Ummm... we weren't drinking. Paid the bill and left, but late that evening I wrote an honest, fair, detailed review on a contributor/member travel website. Seriously... it wasn't mean or disparaging, and I mentioned the good parts, but I posted an honest review. About 2 days later, the restaurant owner contacted me. She'd pulled my receipt and comped me the entire meal- food, tax, tip. I hadn't asked for this, and didn't expect it, but was very, very pleased. I added this update to the review.

 

[roseaster]

I think that there is a big difference between legit complaints and annoyances, and some things are just pile ons and blatant attempts to get something for nothing.

I think things like dirty, or heaven forbid bug infested rooms are totally legit. I wouldn't tolerate a dirty room at any value level. A housekeeping issue should be addressed ASAP. Bug infestation warrants being moved to a clean room ASAP. I would only expect a lateral move, but if the only thing available was an upgrade, so be it.

In the OP example, though, some of those things are annoyances. In the thread on the resorts board the OP says they were there over the Christmas holidays. It is the most crowded time of the year. Of course the internal transportation system was slow. That should have been expected. It was annoying, but not complaint worthy. It isn't like the WDW run on a time schedule like normal public transportation.

The thing about the EMH, that, IMO, was just a pile on to build up a case for freebies. That OP had no way of knowing who was or was not a WDW resort guest based on a magic band. They could be an off-site guest who purchased a magic band, or they could be an on site guest who opted not to wear one, and of course EMH were overly crowded, it was the Christmas holidays.

 

[Disney Doll]

If I have a problem I alwAts complain because I think most establishments want to fix problems. I don't expect compensation. If they offer it, I
Don't refuse it.