Sounds like I'm opening a can of worms by asking this on TA lol. But here's the situation. I booked a 3 night stay in Whistler back in November. In early January, Flight Centre told me that they received the wrong confirmation booking, and I don't have the room that I paid in full for in Nov. I arrive in Whistler in 4 days. And they STILL have not found a new room for me to stay in!!

I'm not very good at writing letters or speaking to Manager's over the phone in trying to get something "extra" out something. So does anyone have any experience in what I should say if I wrote a letter to Flight Centre's head office about my experience thus far? I'm SUPER PISSED! The Winter Olympics roll-out in 2 days, and it's one of the busiest tourist attractions in the world, they still cannot find someplace to put me! I've received email from Flight Centre saying that I will "definitely" have a room and I won't be stranded, but who wouldn't be super pissed off that they have to wait until 4 days before I arrive to find that I STILL don't have a place to stay?

So any advice is appreciated! I strongly feel that Flight Centre should be something extra to compensate the high level stress I'm going through here! Seriously! Booking 3 months ago and not having room the day before I start my vacation... This is Bullshit!

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Last edited by Moral Hazard on Apr-26-2011 at 07:48

I had a similar situation last year, and wrote a really nasty email to the hotel chain that lead to the mater being resolved quite quickly, when i get some free time later today i'll search through my email and post that for you...

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I don't know what to tell you off the top man, but with the right wording in a phone call (a letter takes far too long to get a response when it's the day before you leave) to the most senior person you can get to, you might get comp'd for your room since it isn't the one you paid for.

For anything like this that I've had to handle in the past I went into it prepared to spend a good chunk of time on hold, so be ready for that. Then explain your situation to the first live person you get & tell them to put you on the phone with the manager they hate the most (I've found this to be effective in avoiding long hold times about 80% of the time). Then state your case & make your demands for a comp'd room since they've breached the contract you entered into back in November by not ensuring that everything they agreed to provide was done.

It is also hand to have the names of a few travel advisory websites handy so you can name drop at them when you're outlining the consequences of their failing to meet your requests.

I had to go through a bunch of shit regarding baggage claim etc when Air Canada lost all my gear on the way to Peru this time last year, so that's where my expertise is. So hey, at least you're be dealing with people that speak the same language.

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quote:

Originally posted by The Ear I don't know what to tell you off the top man, but with the right wording in a phone call (a letter takes far too long to get a response when it's the day before you leave) to the most senior person you can get to, you might get comp'd for your room since it isn't the one you paid for.

I agree. I had a problem with flight center once. Delaying my plane by nearly a day and I missed my thesis defense! I wrote a nasty email and they said they'd look into it and apologized. But then I called and got a lot quicker service. Problem was all they could really do was comp me for a future flight since it was after I got home. But those comp's expire after a year and I definitely didn't fly with them soon after.

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quote:

Originally posted by The Ear I don't know what to tell you off the top man, but with the right wording in a phone call (a letter takes far too long to get a response when it's the day before you leave) to the most senior person you can get to, you might get comp'd for your room since it isn't the one you paid for. For anything like this that I've had to handle in the past I went into it prepared to spend a good chunk of time on hold, so be ready for that. Then explain your situation to the first live person you get & tell them to put you on the phone with the manager they hate the most (I've found this to be effective in avoiding long hold times about 80% of the time). Then state your case & make your demands for a comp'd room since they've breached the contract you entered into back in November by not ensuring that everything they agreed to provide was done. It is also hand to have the names of a few travel advisory websites handy so you can name drop at them when you're outlining the consequences of their failing to meet your requests. I had to go through a bunch of shit regarding baggage claim etc when Air Canada lost all my gear on the way to Peru this time last year, so that's where my expertise is. So hey, at least you're be dealing with people that speak the same language.

I'd agree with most of this but with the Olympics starting this weekend, it's going to be REALLY hard for them to find you anything at this point. That doesn't mean you're any less entitled to compensation but I'd be stressing right now. Definitely get on the phone and get to a top level manager asap.. you really dont have time to wait for a letter to be sent and read however I would send one anyway so there is a paper trail. good luck!

I would think there will be some cancellations in the days leading up to the weekend. Guaranteed people booked rooms they don't need, just in case/because. Flight centre will have better luck finding those rooms than you will.

I'd probably be starting to consider the possibility that you're not going to whistler this weekend though.

if anything will get them going, its bad publicity

get them on the phone and threaten to go to silverman helps or w/e

either way, that sucks :/

You need to call the Flight Centre customer service centre and speak with a manager. You need to demand that you want resolution immediately and not give into them until you get it..

It's actually an art to be able to deal with these types of situations but most large companies have a system of "good will", especially if you are a repeat customer.

My best advice would be that if you are going to speak with someone, DO NOT talk to the stupid call centre operators. You demand a manager.

If you're situation doesn't get resolved before you leave, a letter sent to the president of the company will work once you get back. I know first hand that letters written to presidents of companies are dealt with by senior customer service staff and are taken seriously. You may end up getting some sort of comp or restitution once you get back.

Good luck!

i'll call for you, i get free shit all the time lol


def call and talk to the manager, most places keep rooms for errors like this and then on top of that they usually throw in free stuff.

quote:

Originally posted by ChemEnhanced Calling Jayx1

LOL!

to be fair i tend to bitch about the bitchers whenever im complaining.

(unless its toronto drivers that is)


Anyways. its not often i send in a letter as they have to royally piss me off in order for me to do so. This would be one of those cases.

I recommend when dealing with a travel company you go as high up the chain as you possibly can. Whenever dealing with them make it a professional email. Use terms like "my schedule", "my client", etc...

Sign it as the president of your own company

Also if you are a new customer, make it seem like you are a frequent traveler who has tried the company out and that you have a lot of money to spend in the future.

Unfortunately, sometimes this is what it takes to get proper attention.

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I was hoping this thread was gonna be about writing to Rogers about their annoying extra menu on their cable service. I don't like having to press 'guide' twice to get the guide. The lag is already bad enough, I don't wanna have to sift thru menus I'll never use, for products or services I'm not interested in just to see what's on TV. Stupid morons. Goddamn!

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