Eric Zse

It's got to have what went wrong.

It's got to be specific on what you expected, what you got,

and why it was an impact to you i think that's also very important right said another way if you weren't impacted by the shortfall then there's nothing to try to resolve because you weren't impacted right so if your flight was two hours late but there's no impact to you then does it matter that you lost two hours if on the other hand

You know, you had a very important, you know, client meeting or a charity dinner or something.

And that lateness, which was not weather related or specifically caused by something, you know, and you explain the impact was, you know, I had to.

pay an extra whatever or incur this hardship, you know, if that's proportional to the impact, then someone may try to do something about it.

I think humor also goes a long way in kind of just making someone feel like, okay, this is, you know, not just an angry complaint.

So I want to lean in and help this person.

Oh, that's a great question.

It's pretty high.

It's north of 50%.

I would say it's probably even closer to 80-85%.

I don't want to turn this into bragging about getting free stuff, but I have had...

Complete meals replaced, experiences compensated so I could, you know, redo the experience.

Airfares kind of reimbursed, you know, at the face value of the ticket because, you know, it was, you know, such a big impact and such a delay.

I will say I've had tremendous success.

Yes, I think letters are easier to kind of put together because phone calls, you really need to be articulate and you're kind of on the spot.

You don't have as much of a chance to frame

what happened, what fell short, how to make it right.

You have a lot more time to kind of think and plan and it's not exactly in the moment.