Complaint Rating:

Company information:
Air Tran
United States
www.airtran.com

My family and I flew from Orlando, FL on Air Tran 7-4-08 to Rochester, NY and returned to Orlando on 7-8-08 (flight 585). When we arrived at the baggage claim we ended up waiting & looking 2 1/2 hours for two our suitcases that had been lost. We were finally told by a very rude employee named Jennifer that our luggage had been put on another plane because there was no more room on the flight we were on. She yelled at the waiting customers and told us that she is not a luggage chaser and if we had a problem, we needed to go to the office & complain because she did not want to hear. She was helping someone else find their luggage. We then had to fill out a form and was told to go home and call back to get an incident number because they did not have time to put our information in the system to generate and incident number. They next day I called back to get my incident number only to be sent to a voicemail each time I called. After leaving several messages, we finally received a call saying that we would receive our luggage at 5:00pm on 5-9-08. At 5:00 we received another call saying that the latest they would arrive would be 10:00pm. I was hysterical at this point. Our luggage finally arrived about 8:00pm that night. No one offered to call and apologize or explain what happened. I contacted the corporate office only to be told that Air Tran Orlando would have to handle my complaint. This is totally unacceptable. We had to delay the second part of our vacation because 2 of my family members had no luggage. My family (5 of us) was greatly inconvenienced & I want something done about this. The rude employee not only embarrassed us by yelling at us as people walked by, she was just a disgrace to the Air Tran company. We have been using Air Tran for the past few years, but will never use them again if we do not get an appeasement.

Upset Customer,

Rhonda Fryer
407-687-4554