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Copyright 1996-2004 Elliott Publishing. All rights reserved.

Do it Yourself

It's been more than a month since you wrote a letter of complaint to your airline, cruise line, hotel or car rental company. And still no response. What should you do? Here's how to become a do-it-yourself troubleshooter:

1. Write another letter. Make it no more than a single page, double-spaced. Use large type, since many letters are now scanned into computers.

2. Make sure you have the right name and address. The best place to find out is your travel company's Web site. Look for the customer-service contact at the corporate headquarters.

3. Don't forget to include your name, record locator number, and the date you traveled.

4. Describe your problem — briefly.

5. Tell the company how you think this would best be resolved. For example, do you want an apology? A free ticket?

6. Send carbon copies to either the US Department of Transportation's Aviation Consumer Protection Division.

The address is:

US Department of Transportation
Room 4107, C-75
Washington, DC 20590

Or, if you're not complaining about an airline, go to the Federal Trade Commission Web site and find the appropriate contact.

7. Certify the letter so that you know it's been received.

Any questions? E-mail us. We're here to help.