转一篇BBB投诉经验的帖子：
BBB.com接受投诉的业务是很多方面的。如果你遭受了不公待遇，可以考虑到BBB的网上填一份投诉信，BBB会随时告诉你处理事情的进展情况，最后给你一个正式的交待。
下面是我投诉America West Airline （US Airways)的整个过程。虽然US Airways 提前给我了结果，但因为我没有及时通知BBB，BBB还是跟US Airways 打了交道，获得了US Airways 给我的处理结果，并把结果复印了一份，用信件给我寄来，整个过程将近1个月时间。
1、事因：
今年九月初去加州开会，路上在某城市转机，一路上来回被America West Airline （与US Airways合营）折腾。在十月初，我在 US Airways 网页上提供的"E-Mail Customer Relations"( http://www.usairways.com/awa/content...tionsform.aspx)写了一封详细的投诉信。可惜，那个comments限制“Maximum - 2000 characters”，填完之后是提交上了，但我的内容是按两次发的。虽然我提供了email地址，过后却没有及时给我反馈，告诉我是否收到了我的投诉或者comments，这搞得我很不爽。于是，我google 了他们的email：US_Customer_Relations@usairways.com，发了两次都没发出去，被弹回来，地址无效。这下让我更觉得他们不会搭理我了。恰巧之前不久在买买提某个版上看到，可以到http://www.bbb.com上去投诉。等了2天之后，依然没获得US Airways反馈，我就到BBB上投诉。投诉信内容如下，当时写得比较仓促，看了别笑。
=============================
2、投诉 America Airline的信：
Subject: Complaint: Extremely unhappy trips: xxxx <-yyyy-> zzzz
Dear Sir/Madam,
On September 00, 2006, I took America West Airline from xxxx to yyyy (Flight # 000). On the way from zzzz transit to yyyy, the flight was delayed on the airport at least one hour without any excuse (#000). I was trapped on the plane and had to endure the starvation because I did not like the junk food ($5) provided on board until I arrived in zzzz for the unexpected and abnormal delay.
When I returned from yyyy on September 00, the flight (#000) was cancelled, I was rescheduled and had to take a Frontier flight to wwww, and then walked from terminal 1 to 3 to transit to an America West flight from wwww to zzzz. An about 2 hours flight finally took me 5 hours to arrive zzzz airport. Still the same, I was starved and extremely tired.
However, the nightmare did not end yet. When I was at yyyyy airport, the lady who made the changes, seemingly and superficially friendly said she would print all the tickets for me, the tickets from yyyy to zzzz, and zzzz to xxxx. Of course, I would be glad for this service. Unfortunately, when I was trying return to xxxx from zzzz, at the safety checkpoint, I was denied to pass. Guess what happened? The ticket (printed for me) was not boarding pass. What? I was totally confused. You know what? What the lady at checkpoint said "it is a coupon". I couldn't believe that because on that ticket, there is "boarding pass" on the right side. How could I know whether it was a "board pass" or a "coupon" with both information on the same ticket? I arrived at zzzz airport at 8:00 am September 00, and got to the checkpoint at 8:40 for the long waiting line. Due to the misleading information, I could not catch the flight (#000).
Although I was rescheduled to the next available flight which was 2 hours later, I had to waste my time at the airport for the misleading air ticket, and once again had to be starved.
I couldn't believe these could happen to me on all the way to and from the same trip: delayed, flight cancelled, and wrong ticket information. Therefore, I am here to request that America West Airline compensate me for the delayed flight, cancelled flight and the waste of my time. And that a nonstop flight from zzzz to yyyy turned into 1-stop trip did not deserve that much of fare. I am sure I have the right to ask for the compensation and the reimbursement. I am looking forward to receiving your response as soon as possible.
Sincerely,
aaaa
－－－－－－－－－－－－－－－－－－－－－－－－－－－－－－
3、US Airways 的回复信
应该说他们还是很快处理了我的complaint.
Dear xxxx
Thank you for contacting Customer Relations at US Airways. We appreciate hearing from our customers and having an opportunity to address their concerns.
Please accept my apology for the disappointing service you received. Our Customers deserve a pleasurable experience each and every time they fly with us, and I am sorry this trip did not meet your expectations. your comments are important and have been forwarded to the appropriate managers for a review. The intent here, of course, is to use your feedback as a training tool for our employees and a means of making positive changes in our service.
We would appreciate another chance to earn your business. I have enclosed one $200 Transportation Voucher as an invitation for you to travel with us again. The compensation issued is valid toward travel on US Airways and America West. Please be advised, travel documents are not valid with Internet bookings. All travel must be completed by the expiration date. In addition, please ake a moment to read the terms and conditions of use to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 1-800-xxx-xxxx.
We appreciate and value your business. We're working hard to earn your continued patronage. Thank you for giving us the chance to do so.
Sincerely,
xxxxx
customer Relations
Corporate Offices
Enclosures
===============================
4、BBB处理投诉的经过
我在BBB.com网上直接填的投诉信，过了大概一星期之后，BBB给我发了一个email，告诉我complain错地方了，并把我的信转给该complain的地方去。
Complaint ID#: 11111111
Business Name: Us Airways
The company's customer service is handled outside our service area.
For your convenience, we have forwarded your complaint. If you have any further questions, please contact the following BBB:
The Better Business Bureau
xxxx N. xxth Street
Xxxx, XX xxxxx-xxxx
Sincerely,
xxxxxx
Analyst
BBB Complaint Department
xxxx@xxxx.BBB.org
===========================
大概10天之后，US Airways给BBB写了封信（BBB把复印件给我寄了一份）：
Dear XXXXX:
Thank you for your inquiry regarding one of our customers.
This matter was addressed. Attached is a copy of our response to YYYYY. No additional correspondence was received from the customer; therefore, we consider this file closed.
If I can be of further assistance, please feel free to contact me.
Sincerely,
xxxxx
Customer Relations
Corportate Offices
============================
又过了大概10天，BBB给我寄来了信，连同US Airways给我和给BBB的信复印件。
这是BBB给我的信：
RE: 0000000 - U.S. AIRWAYS
Dear XXXXX:
The Better Business Bureau of Central/Northern XXXXX (BBB) has communicated your complaint to the subject company.
Please review the company's response and specify in writing if there are issues still needing to be addressed. If your complaint relates to contracts ,repairs, or billing, please provide any documentation (copy of contract, invoices, etc.) to support your position. Any furthur information you provide will be reviewed by the BBB and sent to the company for possible further reply.
To save time and postage, you may view the company's response and respond to it online at:www.data.bbb.org/xxxx.html; enter your complaint ID# xxxxxxxxx, and zip code xxxxx to log in.
If we do not receive a response from you within 10 business days, we will close the complaint accordingly. If you need more time to respond, please contact us for an extension.
Thank you for using the BBB to assist you in resolving your dispute.
Sincerely,
xxxxxx
Dispute Resolution Consultant
xxxx@xxxx.bbb.org
000-000-0000
===============================
在BBB（www.data.bbb.org/xxxx.html： ）网上可以跟踪到的处理过程
Steps
Date Completed---- Step Description ---------------- Date Due
10/10/2006 -------- Cu Correspondence Received
10/13/2006--------- Acknowledgment to Cu-- ---------10/13/2006
10/13/2006------ Copy of Cu Correspondence to Co--- 10/23/2006
10/23/2006------- Follow-up to Co------------------ 10/30/2006
10/23/2006-------- Co Reply Received----------------10/23/2006
10/30/2006-------- Copy of Reply to Cu------------- 11/04/2006
Documents
10/13/06 Complaint Form-10-10-2006
10/30/06 Reply-10-23-2006
在同一页面下，还有一项是如果不满意处理结果，可以填下面的内容，要求进一步处理：
Reopen
( )I would like to reopen my case for further processing because:
－－
Please note that the Better Business Bureau provides 10 business days for a company to respond to each request. The BBB has no legal authority to compel any company to respond or to offer any specific adjustment.
我希望贴这个详细的过程能够有助于你在商业过程中招受不合理，不公证的对待时，去BBB投诉时，怎么做得更有效些。
======================
最后，无论处理结果怎么，请务必都要给BBB写一封感谢信。我对US Airways的处理结果比较满意，我也要给自己10天时间，再给BBB和US Airways回一封typed信件。
__________________
BBB.com接受投诉的业务是很多方面的。如果你遭受了不公待遇，可以考虑到BBB的网上填一份投诉信，BBB会随时告诉你处理事情的进展情况，最后给你一个正式的交待。
下面是我投诉America West Airline （US Airways)的整个过程。虽然US Airways 提前给我了结果，但因为我没有及时通知BBB，BBB还是跟US Airways 打了交道，获得了US Airways 给我的处理结果，并把结果复印了一份，用信件给我寄来，整个过程将近1个月时间。
1、事因：
今年九月初去加州开会，路上在某城市转机，一路上来回被America West Airline （与US Airways合营）折腾。在十月初，我在 US Airways 网页上提供的"E-Mail Customer Relations"( http://www.usairways.com/awa/content...tionsform.aspx)写了一封详细的投诉信。可惜，那个comments限制“Maximum - 2000 characters”，填完之后是提交上了，但我的内容是按两次发的。虽然我提供了email地址，过后却没有及时给我反馈，告诉我是否收到了我的投诉或者comments，这搞得我很不爽。于是，我google 了他们的email：US_Customer_Relations@usairways.com，发了两次都没发出去，被弹回来，地址无效。这下让我更觉得他们不会搭理我了。恰巧之前不久在买买提某个版上看到，可以到http://www.bbb.com上去投诉。等了2天之后，依然没获得US Airways反馈，我就到BBB上投诉。投诉信内容如下，当时写得比较仓促，看了别笑。
=============================
2、投诉 America Airline的信：
Subject: Complaint: Extremely unhappy trips: xxxx <-yyyy-> zzzz
Dear Sir/Madam,
On September 00, 2006, I took America West Airline from xxxx to yyyy (Flight # 000). On the way from zzzz transit to yyyy, the flight was delayed on the airport at least one hour without any excuse (#000). I was trapped on the plane and had to endure the starvation because I did not like the junk food ($5) provided on board until I arrived in zzzz for the unexpected and abnormal delay.
When I returned from yyyy on September 00, the flight (#000) was cancelled, I was rescheduled and had to take a Frontier flight to wwww, and then walked from terminal 1 to 3 to transit to an America West flight from wwww to zzzz. An about 2 hours flight finally took me 5 hours to arrive zzzz airport. Still the same, I was starved and extremely tired.
However, the nightmare did not end yet. When I was at yyyyy airport, the lady who made the changes, seemingly and superficially friendly said she would print all the tickets for me, the tickets from yyyy to zzzz, and zzzz to xxxx. Of course, I would be glad for this service. Unfortunately, when I was trying return to xxxx from zzzz, at the safety checkpoint, I was denied to pass. Guess what happened? The ticket (printed for me) was not boarding pass. What? I was totally confused. You know what? What the lady at checkpoint said "it is a coupon". I couldn't believe that because on that ticket, there is "boarding pass" on the right side. How could I know whether it was a "board pass" or a "coupon" with both information on the same ticket? I arrived at zzzz airport at 8:00 am September 00, and got to the checkpoint at 8:40 for the long waiting line. Due to the misleading information, I could not catch the flight (#000).
Although I was rescheduled to the next available flight which was 2 hours later, I had to waste my time at the airport for the misleading air ticket, and once again had to be starved.
I couldn't believe these could happen to me on all the way to and from the same trip: delayed, flight cancelled, and wrong ticket information. Therefore, I am here to request that America West Airline compensate me for the delayed flight, cancelled flight and the waste of my time. And that a nonstop flight from zzzz to yyyy turned into 1-stop trip did not deserve that much of fare. I am sure I have the right to ask for the compensation and the reimbursement. I am looking forward to receiving your response as soon as possible.
Sincerely,
aaaa
－－－－－－－－－－－－－－－－－－－－－－－－－－－－－－
3、US Airways 的回复信
应该说他们还是很快处理了我的complaint.
Dear xxxx
Thank you for contacting Customer Relations at US Airways. We appreciate hearing from our customers and having an opportunity to address their concerns.
Please accept my apology for the disappointing service you received. Our Customers deserve a pleasurable experience each and every time they fly with us, and I am sorry this trip did not meet your expectations. your comments are important and have been forwarded to the appropriate managers for a review. The intent here, of course, is to use your feedback as a training tool for our employees and a means of making positive changes in our service.
We would appreciate another chance to earn your business. I have enclosed one $200 Transportation Voucher as an invitation for you to travel with us again. The compensation issued is valid toward travel on US Airways and America West. Please be advised, travel documents are not valid with Internet bookings. All travel must be completed by the expiration date. In addition, please ake a moment to read the terms and conditions of use to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 1-800-xxx-xxxx.
We appreciate and value your business. We're working hard to earn your continued patronage. Thank you for giving us the chance to do so.
Sincerely,
xxxxx
customer Relations
Corporate Offices
Enclosures
===============================
4、BBB处理投诉的经过
我在BBB.com网上直接填的投诉信，过了大概一星期之后，BBB给我发了一个email，告诉我complain错地方了，并把我的信转给该complain的地方去。
Complaint ID#: 11111111
Business Name: Us Airways
The company's customer service is handled outside our service area.
For your convenience, we have forwarded your complaint. If you have any further questions, please contact the following BBB:
The Better Business Bureau
xxxx N. xxth Street
Xxxx, XX xxxxx-xxxx
Sincerely,
xxxxxx
Analyst
BBB Complaint Department
xxxx@xxxx.BBB.org
===========================
大概10天之后，US Airways给BBB写了封信（BBB把复印件给我寄了一份）：
Dear XXXXX:
Thank you for your inquiry regarding one of our customers.
This matter was addressed. Attached is a copy of our response to YYYYY. No additional correspondence was received from the customer; therefore, we consider this file closed.
If I can be of further assistance, please feel free to contact me.
Sincerely,
xxxxx
Customer Relations
Corportate Offices
============================
又过了大概10天，BBB给我寄来了信，连同US Airways给我和给BBB的信复印件。
这是BBB给我的信：
RE: 0000000 - U.S. AIRWAYS
Dear XXXXX:
The Better Business Bureau of Central/Northern XXXXX (BBB) has communicated your complaint to the subject company.
Please review the company's response and specify in writing if there are issues still needing to be addressed. If your complaint relates to contracts ,repairs, or billing, please provide any documentation (copy of contract, invoices, etc.) to support your position. Any furthur information you provide will be reviewed by the BBB and sent to the company for possible further reply.
To save time and postage, you may view the company's response and respond to it online at:www.data.bbb.org/xxxx.html; enter your complaint ID# xxxxxxxxx, and zip code xxxxx to log in.
If we do not receive a response from you within 10 business days, we will close the complaint accordingly. If you need more time to respond, please contact us for an extension.
Thank you for using the BBB to assist you in resolving your dispute.
Sincerely,
xxxxxx
Dispute Resolution Consultant
xxxx@xxxx.bbb.org
000-000-0000
===============================
在BBB（www.data.bbb.org/xxxx.html： ）网上可以跟踪到的处理过程
Steps
Date Completed---- Step Description ---------------- Date Due
10/10/2006 -------- Cu Correspondence Received
10/13/2006--------- Acknowledgment to Cu-- ---------10/13/2006
10/13/2006------ Copy of Cu Correspondence to Co--- 10/23/2006
10/23/2006------- Follow-up to Co------------------ 10/30/2006
10/23/2006-------- Co Reply Received----------------10/23/2006
10/30/2006-------- Copy of Reply to Cu------------- 11/04/2006
Documents
10/13/06 Complaint Form-10-10-2006
10/30/06 Reply-10-23-2006
在同一页面下，还有一项是如果不满意处理结果，可以填下面的内容，要求进一步处理：
Reopen
( )I would like to reopen my case for further processing because:
－－
Please note that the Better Business Bureau provides 10 business days for a company to respond to each request. The BBB has no legal authority to compel any company to respond or to offer any specific adjustment.
我希望贴这个详细的过程能够有助于你在商业过程中招受不合理，不公证的对待时，去BBB投诉时，怎么做得更有效些。
======================
最后，无论处理结果怎么，请务必都要给BBB写一封感谢信。我对US Airways的处理结果比较满意，我也要给自己10天时间，再给BBB和US Airways回一封typed信件。
__________________
No comments:
Post a Comment