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

[mnrose]

No. Generally, I complain because I want a policy/procedure changed, not to get "compensated." The last time I "complained" was when we were stuck at the San Francisco airport for HOURS waiting for our flight because of an "equipment" problem. Now, I realize these things happen, but first it was 2 hours, then 4, then 6. Ultimately, nearly 8 hours later we left the airport. After the first few hours, they handed out small food vouchers to each passenger, which when we combined all 4 of ours (my husband, myself, two kids) we were able to get two sandwiches, and one bag of chips. LOL. Ridiculous.

After we got back, I wrote a letter to Delta very nicely complaining...and FILLED with compliments for the flight staff on the plane and the Gate Agents who did a great job on keeping us informed of the delays, etc. I told them they really ought to account of the price of food in the terminal where the delay happened....and give enough money so that a passenger could at least purchase a basic meal. Things were SO expensive in that concourse (and we couldn't leave because you never knew when the plane might actually leave) it was impossible to get a reasonable meal on what they provided. Anyway, I did get $100 voucher on a future flight for each of us, and that was nice. Made our next trip very affordable. But, that's not what I asked for or wanted. I was just trying to point out a flaw in their system.

 

[NMAmy]

I've worked at different companies over the years who really do take an interest when a customer writes a letter or sends an email detailing their experience so I often write if I want to point out an issue that I've had so they can correct the problem. I also write if I've had a wonderful experience making sure to name employees who provide great customer service. No matter what has occurred, I'm very polite and provide concrete information (days, times, etc.) and lay out the facts in a short email without getting emotional.

I really do not do this with any expectation of compensation but I have received different things over the years--hotel points, money off future visits, coupons, free park hoppers and fast passes at WDW, for example. I think companies care more about their customers than many realize and they will very often try to keep your business especially if you're a loyalty program member.

 

[ronandannette]

Many people today consider themselves to be "educated" consumers and expect that employing certain tactics should always result in them getting what they want. My department is approached daily by customers who present their issues and/or dissatisfaction along with their list of what they believe adequate compensation will be. We've been specifically asked for things ranging from restaurant gift cards to free landscaping, for their "trouble". And then there are the "barterers" - the ones who want to negotiate free goods and/or services unrelated to their actual problem instead of having whatever it is rectified. Then we have our "favourites" - the ones who threaten to cyber-bully us on social media if we don't meet a specific set of demands.

Sorry folks - regardless of what you've read, those methods will likely not work for you. We sell a product based on a very well-defined set of specifications and standards and our service and warranty commitments are also clearly spelled out in fine detail in the contract. We deliver exactly what we said we would, in exactly the way we say we will - period. There is absolutely no unrelated compensation available for defects or deficiencies - we repair or replace that component as immediately as possible when it's brought to our attention.

 

[poohfriend77]

Like most others have said, I may point out a problem, but I generally just want to know it's being addressed. And a heartfelt apology goes a long way with me.

The only time I remember specifically asking for compensation in recent years was last summer when we stayed at a hotel on our way home from visiting family. It was one of those cases where we got to the hotel about 8 p.m. to sleep, shower, and hit the road again early the next morning. However, there was NO hot water in the morning! I called the front desk to let them know there was a problem with our room, and he informed me the entire hotel was out (both the main and backup boilers were out).

In that case, he did offer an apology and said a plumber had been called, but wouldn't be there for a couple hours. I did ask about compensation at that point. I mean, I booked a room for two reasons: a bed and a hot shower... and I was only getting half of those things. They offered $20 off our $140 bill. $20 divided by the four people in our room is $5 each, and BELIEVE ME, I would have paid much more than $5 for a shower at that point. I was very disappointed in that offer, but the guy at the front desk said that was all he could offer. He was nice, and I know the problem wasn't his fault, but I did not believe that compensation was adequate. I said so in my review of the hotel, but I was never contacted again. If they had been able to immediately address the problem (by giving me access to another room, if only one floor had the water problem, for example), I would not have expected monetary compensation.

 

[Cannot_Wait_4Disney]

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?

Example 1. Yes. I would expect if my flight were cancelled or delayed for a long time and I had to fly to another airport that the airline would spring for a rental car. It's not easy for any airline to book a full flight forward into other flights that are also likely full. So by diverting, I'm doing them a favor and giving them one fewer passengers to have to put up in a hotel and one fewer passengers to have to work into other flights that are also pretty darn full.

Example 2. No. I'd expect another room if I arrived to a dirty one or the room to be cleaned up. I wouldn't expect anything else. I doubt very seriously the housekeeper was rude. You mean a Disney bus is a bus and not a chariot that flies through the air pulled by dumbo with pixie dust. Who knew? I'm shocked I tell ya. Cast not checking magic bands during emh. Well they're not going to check in the morning because nobody not at the resort would get in the gate. And they're not going to check in the evening because they don't have to leave the park. They just don't get on the rides. They're also allowed to cycle through whatever ride they're on at closing. Other than the dirty room, which housekeeping came and cleaned pretty much just frivolous complaints.

 

[Wishing on a star]

Even though I would like to be more demanding, I have usually tried to go with the flow and let things go.
After the past two incidents regarding food and service in restaurants, I think I am going to become one of 'those entitled, demanding, old-folks'...
Hahahaha!!!!

 

[Mokat76]

I complain sometimes but don't expect compensation. I'm more apt to complain as the price of the goods or services go up. Delta once gave me a boatload of FF miles after my complaint about a series of misadventures by their maintainers, aircrew schedulers and gate agents at ATL. I suspect it's because I was concise, named names, praised where it was due and asked for nothing. I was shocked when they called me.

 

[Cannot_Wait_4Disney]

No. Generally, I complain because I want a policy/procedure changed, not to get "compensated." The last time I "complained" was when we were stuck at the San Francisco airport for HOURS waiting for our flight because of an "equipment" problem. Now, I realize these things happen, but first it was 2 hours, then 4, then 6. Ultimately, nearly 8 hours later we left the airport. After the first few hours, they handed out small food vouchers to each passenger, which when we combined all 4 of ours (my husband, myself, two kids) we were able to get two sandwiches, and one bag of chips. LOL. Ridiculous.

After we got back, I wrote a letter to Delta very nicely complaining...and FILLED with compliments for the flight staff on the plane and the Gate Agents who did a great job on keeping us informed of the delays, etc. I told them they really ought to account of the price of food in the terminal where the delay happened....and give enough money so that a passenger could at least purchase a basic meal. Things were SO expensive in that concourse (and we couldn't leave because you never knew when the plane might actually leave) it was impossible to get a reasonable meal on what they provided. Anyway, I did get $100 voucher on a future flight for each of us, and that was nice. Made our next trip very affordable. But, that's not what I asked for or wanted. I was just trying to point out a flaw in their system.

HAHA sounds like our experience with a cancelled Delta flight. The food vouchers wouldn't even get an appetizer at the only place they were good at. We supposedly got enough for lunch and dinner but all of them didn't even pay for lunch. And the place really wasn't very good. We ended up going to a chain place down the street for dinner on our own dime.

 

[Ephany]

I don't generally want compensation, but if I have a negative experience and if I feel I'm being blown off, I will review you online. For instance, we stayed at a hotel last year. It was not cheap (almost $200 per night) and we only stayed there because it was for a school function and my daughter's coach insisted that the kids be at the same hotel. The room and hallways was not cleaned properly, they advertised queen beds which were actually double/full, the chair was broken, the walls were peeling and the pool was closed. Basically it was really bad all around. It was something I'd expect in a $50 a night hotel, not almost $200. The only bright spot was the staff, they were wonderful. I left a review online at tripadvisor detailing our experience and the manager basically said I was lying. I hadn't asked for anything in compensation so you better believe I posted all of the photos I had taken of the room in my review after that. I've worked customer service for a long time and I try very hard to NOT be one of those people who complain about everything and want it for free.

 

[Squirlz]

Sunday of last week (the 10th) our SWA flight to Orlando was delayed for nearly 9 hours. They had to replace the wiper motor on the plane. They had no actual idea when it might be done so all we could do was sit and wait. The attendant did a remarkable job of keeping everyone informed the best she could, entertained the kids, and after a few hours gave out $10 food vouchers. After a few more hours she gave $14 vouchers to tjose who didn't get the previous ones.

Everybody dealt with it pretty well; she said she only got called the B-word once. We all got $100 vouchers towards a future flight. And free drinks on the plane!

 

[Kiren]

I'm on Team Not Looking For Compensation. After having worked in various industries I've come to realize that things happen and if staff are not made aware of them, nothing will change. Just yesterday I was in a restaurant coming up the stairs from the washroom when a small mouse ran across the top of them! I jumped then went straight to the hostess to let her know. I told her I wasn't freaked out about it and that we were in an old building and these things happen. She brought it up to the manager who came to us after we finished eating and explained what there process is and that they have health inspectors and such come almost every week to hunt down where they are coming in. We didn't receive compensation and I didn't expect any but I could just picture someone seeing it and losing their minds because a mouse was on the floor in a restaurant. She even offered to give us a survey to fill out so that the health inspectors would call us and update us on the situation.

I do have to add that certain things would merit compensation but those are usually extreme situations.

 

[JJZMgailey]

You mean a Disney bus is a bus and not a chariot that flies through the air pulled by dumbo with pixie dust. Who knew?

Wait. WHAT!??!! I totally thought they were a chariot that flies through the air pulled by Dumbo with Pixie Dust.

::fingers in ears::

 

[Turn the Page]

HAHA sounds like our experience with a cancelled Delta flight. The food vouchers wouldn't even get an appetizer at the only place they were good at. We supposedly got enough for lunch and dinner but all of them didn't even pay for lunch. And the place really wasn't very good. We ended up going to a chain place down the street for dinner on our own dime.

Heck when we were stuck at Detroit Metro for 8 hours in November they came over the PA system and told us they were going to take our orders for dinner that they were providing....from Wendy's. Oooh, they also brought the drink cart around twice in case we wanted a snack or drink. The whole thing was a comedy of errors.

 

[ashleybea1]

I usually never expect compensation. The one time we were at Disney World and our room was not cleaned we called down and they sent someone up right away. The next day the front desk called us down and gave us an envelope with a refund of 1 nights stay. It was completely unexpected and we did not ask for it. This was about 7 ears ago.

I would expect reimbursement for something that I paid for an did not receive. For example, I booked a hotel on groupon and paid extra for a specific room with a king bed. At time of checkin the hotel was sold out and did not have the room I paid for. So I contacted groupon and they gave me a refund for the extra amount that I paid.

 

[Cannot_Wait_4Disney]

Heck when we were stuck at Detroit Metro for 8 hours in November they came over the PA system and told us they were going to take our orders for dinner that they were providing....from Wendy's. Oooh, they also brought the drink cart around twice in case we wanted a snack or drink. The whole thing was a comedy of errors.

You mean you got two little bags of nuts and a Wendy's burger? Now that's customer service!!!

 

[Mkrop]

Well I dont complain a lot but when I do there is a valid reason and either the situation needs to be rectified timely or yes maybe a compensation is due.

In all our years of going to WDW, we have never had a dirty room, but if we did I would expect it to be cleaned timely or to be moved laterally or to an upgrade.

Now I do think someone has a legitimate complaint if the buses are not timely. I am not talking exact science but they should run on a decent schedule. This we have had experience, bad bus service and to me it is unacceptable. I dont care if it is Christmas week, then more buses should be added. If I book ADRs, FPs etc and I leave in the recommended time to appointment that I should not be incredibly late.

Our one horrendous trip, (and we have taken many and while some have had some hiccups this one was the worst), we stayed at AKL, at the BEGINNING of December (so NOT Christmas week) and the bus service was absolutely the worst! We did a split stay and the second half of our trip was flawless at BWV.


So the AKL story, they supposedly had scheduled a planned power outage during our stay. Only problem this was NOT communicate to the guests well at all. We were not told at checkin, not message on our phone, no note under the door. There was the tiniest of signs in the lobby, only one, and we are pretty sure it was not there when we left that morning. So that day we went to AK, came back to the room, rested than left for MVMCP. Once again no notice of the PLANNED outage. We left to go to the party and no MK bus for quite sometime. Many guests were mad, we were incredibly late for our Tony's ADR and now were missing part of the party.

We enjoyed the party and left before it was over to head to back to AKL. We were 5th in line, and we waited and we waited. Buses came for all the resorts around us. Now the line is flowing out of the que. Finally a bus arrives and you have many unhappy campers on it. We pull up to the AKL sign all brightly lit for the holiday and bam, the power goes at as we sit at the gate. It is now midnight when the planned power outage was suppose to happen. Now only ONE lady on a bus FULL of guests had any clue about this outage and neither did our bus driver. The ONE lady said she saw a sign in the lobby. So we sat and sat and sat. The bus driver never picked up his radio. He gets off looks at the gate (which is electric) gets back on. Finally someone calls AKL and she is one angry guest, telling them they need to get someone down there to open this gate immediately. There are now several buses behind us from the party and DTD.

Finally someone comes down and they let us off the bus so we can walk to the lobby. That is where they hand us flashlights to get to our room. They had no plan for the guests with strollers, sleeping kids and scooters. Finally they put people on the service elevator. We walked up to our 5th floor room and we could not see a thing even with the flashlight and all our cell phones had died. DH went down to talk to someone and the lobby was filled with angry guests, it was a mob scene. He came back up to the room. The power came on btw 3am and 5am. We all overslept and missed our ADR, and Boma wanted to charge us.

So we were checking out anyway, and DH tried to talk to the AKL CMs about the lack of communication and they were incredibly rude. He left pretty angry, we had an ADR at WL and DH asked the manager there, should he call AKL back or go to DVC Member Services. The WL was horrified and took DH into his office so he could call Member Services and we got out points for that night back into our account.


I get that planned outages need to happen BUT then the staff should have been prepared. The gate should have been open or there should have been someone at the gate waiting to open it manually right at midnight and stationed there until all guests had gotten back. They should have been shouting this from the rooftops and allowed people to prepare for this, not some miniscule sign in the lobby.

We switched to BWV and the rest of the trip was great! We told WDW that as well when they called as a followup

 

[Turn the Page]

You mean you got two little bags of nuts and a Wendy's burger? Now that's customer service!!!

Nah, I went for the Biscoff cookies myself. And a diet coke.

 

[kaytieeldr]

Example 1. Yes. I would expect if my flight were cancelled or delayed for a long time and I had to fly to another airport that the airline would spring for a rental car.

Even though you proactively located and offered to switch to a flight back to your originating airport?

This was about 7 ears ago.

Cute, appropriate typo

Now I do think someone has a legitimate complaint if the buses are not timely. I am not talking exact science but they should run on a decent schedule. This we have had experience, bad bus service and to me it is unacceptable. I dont care if it is Christmas week, then more buses should be added. I

You can add all the buses you want, but if there are no drivers available that's still not going to get people where they want to go.

 

[Mkrop]

Even though you proactively located and offered to switch to a flight back to your originating airport?

Cute, appropriate typo

You can add all the buses you want, but if there are no drivers available that's still not going to get people where they want to go.

I meant add buses with drivers of course. WDW knows how many guests are on site and I am sure they schedule according to those levels. I am sure there are less drivers and buses during slow times and then they add more during the busy weeks. Or they need to come up with a way to divert drivers from other routes if a resort gets too back up. It is absolutely unacceptable to wait over an hour or more sometimes for a bus when they are suppose to run every 20 minutes.

 

[DebbieB]

I don't think I've every complained and asked for compensation but I can remember a couple of times I got it without even asking.

1. My mom and I were at MK Guest Services activating our AP's (this was about 15 years ago). For some reason, the ticket printer was not working. It took about 15 or 20 minutes to fix it. We didn't complain, we weren't really in a hurry, it was late afternoon and we just went to MK to see the evening parade and fireworks. The cm finally got it working and gave us 3 anytime fastpasses each! It was really a gift because it was a Saturday night and all the fastpasses for the major rides were gone (old system).

2. Flying home on Southwest. Our flight was delayed 2 or 3 hours. At the gate, they made an announcement to come up to the counter and receive a $100 LUV voucher each (future travel)!