Have you had a nightmarish experience dealing with a travel
company that went unresolved? You're not alone. According to an
annual report from the Better Business Bureau (BBB), which
summarizes consumer complaints against travel agencies, travel
clubs and discount travel services, unhappy customers had only a 42
percent chance of getting satisfaction. Worse, they had a 20
percent chance of not even getting a reply from the offending party
within 30 days.
While the findings are bleak, some say they're not
surprising. "Every industry has its problems," says Steve
Bernas of the Chicago and Northern Illinois BBB. "The travel
industry still has some bad apples. It's no different than what
we've seen in the past."
Consumer complaints don't always land on deaf ears,
though--far from it. In some cases, a history of complaints results
in severe action against a travel company. Bernas points to a
series of lawsuits against four travel-related businesses in the
Chicago area last year. Consumers sued for refunds on trips
companies didn't make good on.
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Should you have a problem with a travel company, the BBB
recommends you first contact the company and attempt to resolve the
conflict yourself. If that's unsuccessful, send the company a
letter stating your complaint, the parties involved and what you
want done. Be sure to include your method of payment (such as
copies of receipts or canceled checks). If your letter fails to
elicit any action, call the BBB nearest the company. It can contact
the company on your behalf, offer arbitration or refer you to other
sources of assistance.
On the flip side, should you have a highly satisfying experience
with a travel-related company, don't keep it to yourself, says
Bernas. The BBB keeps letters on file that praise companies as
well.
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