TFCanswers: It didn't go smoothly, am I entitled to a refund?
One of our readers wrote to us after a very bad stay in the Maldives, asking how he could contact the hotel chain and [...]
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One of our readers wrote to us after a very bad stay in the Maldives, asking how he could contact the hotel chain and request a refund for the problems he encountered. This week's installment of TFCanswers. is then devoted to "compensation" from hotels and carriers when things do not go as planned.
On a vacation, as in everyday life, mishaps can happen, big or small. I am obviously not talking about accidents or worse, for that my advice is always and only one: be insured and take advantage of The insurance included in one's credit card.
I am talking about minor inconveniences that can happen when flying or when staying in hotels. For example, we have talked about reimbursement by Etihad to passengers if for some reason the lounges. are closed, just as we have told of so many cases of passengers who have been Offered money to take a later flight.
Some examples of inconveniences that can occur in flight:
- Failure to operate the personal entertainment system on board
- Malfunctioning of the chair (e.g., it does not recline)
- Lack of on-board service
- Unavailability of lunch booked before the flight
All these examples are cases of inconveniences that do not cause an injury to the passenger, but still ruin his or her trip. Let's say that it is possible to claim compensation for everything that goes wrong, except for the failure to assign the reserved seat. Companies always reserve the right to change the seat, in the same cabin, without possibility for the passenger to dispute.
Overbooking, as seen in many flight articles in America, is a practice that is very little used in Europe because of the protection passengers have due to the European directive on passenger rights.
Some examples of inconveniences that can occur in hotels:
- Overbooking, resulting in failure to assign the type of room booked or a room in general
- Room type less than the one booked
- Services not available at the hotel (e.g., closed pool, restaurant booked for a ceremony)
- Problems in the room (malfunctions, different bed type)
- Disruptions during check-in/out, failure to accept a credit card
Again, we are talking about problems that do not trigger any insurance, but can and should be resolved by the hotel.
How to make a complaint
There are some differences between a hotel stay or a flight. In the former case, in addition to pointing it out to the front desk, you can (and should) write an e-mail to the chain's customer service department.
If it is a flight, on the other hand, the first thing to do, no matter the class of travel, is to point out the situation to the cabin steward and ask them to make a complaint on board. Generally a copy of this complaint is issued which you can then send to the airline.
If possible, it is good to document everything with photos and/or video so that you can support your position.
What you get
Each company has its own policy. For example in the Hilton group I received 5/10 thousand Hilton Honors points for minor inconveniences and 40 thousand points for A sleepless night in Dubai's Conrad. Other times I have been offered, directly at check-out, discounts on the offending stay or on a future stay. Needless to say, of course, I always aim to get points, especially when the inconvenience occurs in high-end facilities.
If we are talking about an inconvenience on board an airplane, companies tend to be much more selective in recognizing inconveniences and issuing compensations, in which case having the status definitely helps the traveler's position.
To give an example: ITA Airways for a series of problems with a flight offered me the choice between a 250€ refund or a 300€ voucher. British Airways, due to a problem with my seat screen on a full flight at 100%, credited me with 5000 Avios points.
In conclusion
It is not a game, nor is it a strategy to be abused, I have seen travelers banned for life from a loyalty program for abusing the claim as an alternative plan for accumulating points and miles. What is important to remember is that, especially American companies, they place a lot of emphasis on customer satisfaction, which is why they respond to every request very quickly.
I hope that even this installment of #TFCanswers has been helpful, and I remind all readers that they can send questions and requests via email or on our social channels.
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