The All Important Complaints Form


Ramjee ChandranI read on a blog somewhere that there was this pompous gentleman who sat in his First Class seat, and had barely pulled a brace of the complimentary champagne into his discerning palate when he asked for a complaints form.

Despite solicitous queries from the cabin crew, the flight services director, and even an airline executive passing innocently by, the distinguished gentleman would not tell them that anything was wrong.

Instead, he explained that he wanted the form because he might need it during the flight. Just in case there was something to complain about.

Maybe it was a clever ploy to keep the cabin crew on their toes.

Does a finger on the trigger inspire the best or inspire the worst in service professionals?

Instead, had the gentleman asked for a customer feedback form (the one that cabin crew routinely hand out with a conspiratorial smile), would those attending to him have paid him special attention in the hope of a favourable mention?

The complaints form is an old tried-and-tested routine but it inspires visions of a wooden box with small padlock nailed to the wall. This is where ‘suggestions’ and ‘complaints’ go to die.

The customer feedback form is the savvy customer service team’s offense-is-the-best-defence route.

The big question, however, is whether or not we travellers actually make use of these devices. It couldn’t possibly hurt.


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