when complaining is the wrong option
A couple of years ago I turned up at the then pretty new Heathrow T5 for a flight with British Airways (they'd just about sorted out the cock-ups with baggage by then, so it's not a story about that).

I went to the self-service check-in, only to discover I'd been bumped off my flight. My first instinct was to fly into a rage and march over to the service desk and direct a torrent of abuse at the staff and demand that I get reinstated on the flight. But somehow I was able to retain some sense and realised that I should keep cool.
So on arrival at the service desk I had to wait as there was a passenger in front of me being served. It turned out he was booked on the same flight, and like me had been bumped. Now he WAS in a rage. He was shouting at the man and woman behind the desk, telling them that he was a lawyer and he absolutely HAD to be on that flight for a very important meeting. They apologised but said there was nothing they could do, but they would do their best to get him onto a later flight. Not good enough. "I will SUE British Airways... and YOU personally!" he raged. His threats and abuse continued for some time, but were met with just repeated apologies and "sorry, we can't do that, but we'll try to..." As their patience ran thinner, the man behind the desk asked the passenger to step aside or he would call security. The "lawyer" continued on regardless. Security were called.
The BA chap then turns his attention to me, while his colleague and a security chap continue to try to deal with the irate fellow.
I realise the BA man is very stressed now and not enjoying his job at this particular moment at all. And of course the overbooking is not his personal fault. So I make a conscious effort to be very nice to him, and thank him in advance for his help. He's also very obviously gay, and I shamelessly decide to flirt with him a bit to get him on my side (I'm straight but can flirt with teh gays when the situation calls for it). His relief at dealing with a nice friendly person was instant and obvious. He apologises that I've been bumped, explains that the flight is completely overbooked. Then looks over at the kerfuffle still continuing with Mr Angry who is about to be physically removed from the airport. BA chaps winks and whispers to me "I'm just going to make a call and see what I can do".
A minute later I'm booked back onto my original flight. And upgraded. And of course, because I am now travelling Business Class, I am entitled to use the lovely new lounge. And drink lots of lovely booze and generally get treated brilliantly for the next few hours. Mr Angry Lawyer, on the other hand, didn't have quite such luck. Whether he was really a lawyer or not I don't know, and nor did I care as I reclined in my leather seat with a glass of champagne.

It's amazing what a smile and wink can do to cheer up someone who's having a shitty day at work, and they may just go out of their way to help you. Yelling at them when they've done nothing wrong personally won't get you far. Sometimes, it quite literally won't get you anywhere except escorted off the premises.
( Biffins Bridge, Tue 7 Sep 2010, 14:01, 8 replies)

If he was a lawyer
he should have known that suing an employee personally wouldn't work.
(apeloverage committed the vile act of onanism on, Tue 7 Sep 2010, 15:25, closed)

Indeed
It was partly that which made me begin to doubt the veracity of his claim. Either way, he was an arse.
( Biffins Bridge, Wed 8 Sep 2010, 0:52, closed)

Great work there!
It's bad enough for front-line staff when things go wrong without idiot customers giving them ear'ole.
(Juan Quar is clinging to her front teeth on, Tue 7 Sep 2010, 16:10, closed)

I agree with you...
... But I don't blame the lawyer guy.
A company took his money under false pretenses and he was annoyed so complained to their representative.
It should be policy for airlines not to drop passengers from flights or to pay for another airline to send them to their destination.
(Me, I'm not... in any way intoxicated, Tue 7 Sep 2010, 18:10, closed)

It's because they get so many no-shows that it makes sense for them.

( idonthaveafunnynickname Drink-Aware? Sure. I'm aware I want another drink., Tue 7 Sep 2010, 18:53, closed)

Erm... but those people payed for seats.
So they effectively sold them nothing.
(Me, I'm not... in any way intoxicated, Tue 7 Sep 2010, 20:08, closed)

you're right
the rage was understandable in many ways and I had to struggle not to take the same approach myself... but I'm glad that a little voice somewhere in my mind said "it's not this agent's fault, let's be nice and see if he can help me". But yes, the policy of overbooking is appalling.
( Biffins Bridge, Wed 8 Sep 2010, 1:05, closed)

Yes
The ones who can't do anything about it usually get the worst of it from customers.
(ChiTown Guy Dating when 35+: sane, single, attractive - pick 2, Wed 8 Sep 2010, 22:35, closed)