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TRAVEL COMPLAINTS

 
One traveler on a bare-bones tour requested a refund because the side trips included more flea markets than major sightseeing stops. When things go wrong on holiday, remember Rule No. 1: Be reasonable and realistic.

You arrive safely at your destination in Hawaii -- but your luggage is vacationing in Borneo. The first-class accommodations touted by your European tour company barely qualify as third-rate. Your nonsmoking hotel room reeks of tobacco, the television doesn't work and the hot water borders on tepid.

Such scenarios are among travelers' worst nightmares. While some mishaps are inevitable, there are precautions everyone can take to minimize their occurrence. And there are better ways than others to handle problems when they do arise.

Most disappointing vacations result from circumstances beyond the travelers' control (bad weather, canceled flights); unrealistic expectations on the part of the buyer (confusing a beachfront room with an ocean view, which may or may not require strange contortions over the balcony to see the water); and negligence or oversight on the part of the travel agent. Only in the last case does a traveler have legitimate grounds to complain -- officially.

All travel-service providers agree: Whether it's airlines, hotels, cruise lines or rental-car companies, the best place to protest is at the scene of the crime. Report your dissatisfaction -- in a reasonable manner, no matter how much you're seething inside -- to the most senior person available.

Some problems, such as switching to a different hotel room or upgrading a rental car, are easily resolved; others, such as an overbooked flight or a disappointing tour itinerary, may be more difficult to overcome. If all efforts to solve the problem at the time and place it occurs fail, be sure to keep detailed records describing the problem, where and when it occurred, the person to whom you spoke regarding resolution, names of other travelers able to corroborate your story and any other relevant documentation, such as hotel bill, airline boarding pass, names of tour guides and receipts for necessary out-of-pocket expenses.

Upon returning home, first contact in writing the customer-relations department of the local company directly responsible for the problem -- or your travel agency if that is how your arrangements were made. Travel agents strive to help their customers resolve problems involving any aspect of a trip in which they played a role.

Keep the letter short and to the point, explaining your complaint and clearly stating what you would like done, whether it be an apology, compensation or credit toward a future service. Most of all, be realistic. If you did not get all the continental breakfasts promised in the tour brochure or the special meal on the airplane, don't expect a full refund of the cost of the trip.

Then, write again. Most likely, the initial response will be a form letter with little connection to your specific complaint. It's your second letter that is more apt to elicit a solution. Always allow sufficient time for a reply -- two weeks to a month -- before letting your blood boil over.

Should direct contact with the source bring less-than-satisfactory results, there are limited other resources available. The American Society of Travel Agents, or ASTA, is the closest thing to an industry giant defending the rights of the beleaguered traveler. ASTA will look into the complaint even if you didn't use a travel agency a the offending party isn't member of ASTA. To file a complaint, contact ASTA, Consumer Affairs Department, 1101 King St., Alexandria, VA 22314. Or call (703) 706-0387.

An airline's liability, as laid out in federal regulations, is pretty much restricted to responsibility for lost or damaged luggage and proper compensation if a passenger is bumped from a flight because of overbooking. The Department of Transportation's Office of Consumer Affairs, once it agrees your complaint is valid, will help you get a response from the perpetrator, but it doesn't promise that the results will in any way resemble what you believe you deserve. Contact the Office of Consumer Affairs, Department of Transportation, 400 Seventh St. SW, Washington, DC 20590. Or call (202) 755-2220.

A savvy traveler can minimize the impact of some of the more common grievances by practicing basic travel tips. When packing, always put identification inside your suitcase as well as outside. And when checking baggage, make sure the airline representative attaches the proper destination tag to each of your bags.

Many complaints to airlines revolve around nonrefundable tickets. Be sure to inquire about restrictions when making reservations, and be willing to accept the consequences if circumstances require you to change plans.

Some airports, such as Denver and Orlando, have a surcharge on car rentals that often aren't revealed until the traveler arrives to collect the automobile. Check with car-rental agencies or travel agents ahead of time to avoid extra charges.

To reduce hotel hassles, seek those with 100-percent satisfaction guarantees: With competition so intense, more and more chains are adopting the principle. Remember that travel brochures, promotional material and tour itineraries merit the same "buyer-beware" admonitions as do other products. Consumers have to look closely at what they've been promised before they complain. Be aware that the "first-class" description no longer implies top-of-the-line accommodations; actually, it's right in the middle of nine ratings categories, with superior, and superior deluxe connoting the "world-class" lodgings we used to associate with first class.

First-time travelers booking a tour to Europe often are surprised to find skinny beds, shared baths, lack of air conditioning and no toilet paper in public bathrooms. Keep in mind that the purpose of travel is to experience something different; don't expect to find American customs abroad.

Considering how many components tour companies are responsible for -- transportation, accommodations, transfers, meals, sightseeing -- it's the nature of the beast to have something go wrong," says Ray Greenley, ASTA's vice president of consumer affairs. "It's amazing when things go right."

Two of the most important items travelers should pack for a trip are a proper attitude and a high degree of flexibility "You can't take a trip to Europe out for a test drivel" Greenley says. "But things aren't perfect for 51 weeks of the year. Why expect that one week of vacation to be without problems?

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