United States - 75235
I recently took my daughter to NYC for a week and was booked on AirTrans for the return flight on Thursday August 23, 2007. We were suppose to depart LGA at 4:59 pm. The flight was delayed for a couple hours due to weather which was irritating but understandable. The rest of the trip was not! We circled Atlanta for over an hour and was finally diverted to Augusta. When we landed in Augusta the flight attendant told us we could depart if we wanted to but that wasn't true. Her comments and major concern was that she was suppose to be home in Jacksonville by then. We stayed in Augusta out on the flight line for a couple hours and finally went back to Atlanta. After sitting for over another hour or more we finally deplaned about midnight (4 1/2 hours late) and were told to see the customer representative about connecting flights. The AirTrans flight attendant had the audacity to tell us she hoped we had a nice flight and have a nice day - I have to wonder what flight she was on? AirTrans had ONE customer rep with hundreds of people in line. According to the pilot there were 82 planes delayed - at a minimum of 100 people per plane that's 8,200 people with one AirTrans rep and one Delta rep on duty in the whole airport. A TSA agent told us there was another AirTrans customer service office in the baggage area so we went down there. After standing in that line for two hours and finally getting in the door, the AirTrans rep there told us she couldn't rebook flights - we had to go back to the other rep or wait until the ticket counter opened at 4:30 am. It would have been so easy for her to announce that information to everyone standing in line before they waited to get to the counter. So, I tried to go back to the other customer service rep only to be told by the TSA agent (Note: this was the SAME TSA agent that told me to go to baggage) that I couldn't get in because my boarding pass was for 8:10 pm and it was 1:00 am so it wasn't valid. I asked her if she had a clue what she was doing? She was the person that directed me to baggage - she'd been working all night and certainly should have known that none of the flights were coming in or going out. So I sat on the marble floor for three and a half hours waiting for the AirTrans ticket counter to open. It was a long night - nothing was open, not event the bathrooms. The only people around were the maintenance crew. The seats were all full, the marble floor was cold and hard - we were in hell in Atlanta. When theAirTrans ticket counter did open I was offered a flight the next day going to Ohio. I was traveling from NY to Las Vegas and was being offered to go to Ohio where the odds of a flight landing were minimal since Ohio, Chicago, Wisconsin were all flooded with more storms on the way. I was told that I couldn't get a refund because I refused to wait another 30 hours in the airport for a flight to somewhere I didn't want to go. When I told her I didn't want to go back where I came from but West she handed me a phone number for an air charter company and walked away. I bought two more tickets on another airlines and finally made it home 36 hours after I left NYC. I travel alot and understand delays due to weather, mechanics and circumstances out of your control. But AirTrans should have had control of their service standards and staff. They didn't and it was totally unacceptable. Typically when you're delayed like this when you get off a plane there is a customer service rep with information that you have already been rebooked on a new flight. AirTrans had two flights going to Las Vegas that morning and were oversold - I should have been rescheduled on that flight before I ever left NY. AirTrans put me in the air knowing that I wouldn't make Atlanta, knowing that I would not make my connecting flight and you did NOTHING. Their staff was rude, unconcerned and the worst I've ever dealt with. The fact that a flight that should have taken 6 hours took 36 is horrendous. It is unbelievable to me that the person running the AirTrans Atlanta office would not call in additional staffing to help people, that they don't have a Crisis Communication plan in effect, that they don't train their staff for service nor require them to have one ounce of logic or empathy for their guests. My inconvenience was not even acknowledged - I don't get a refund or a credit - I'm just out of luck! I can't understand how you can still be in business after reading all the complaints online about them but I do know that I will make sure that I let people know their business practices in every way possible and look forward to the day when AirTrans is one of the airlines that didn't make it. Air travel has gotten terrible under the guise of Homeland Security and unfortunately most people accept what should be unacceptable - AirTrans takes advantage of that beyond normal practices. The only thing that kept me from going over the counter that morning was the threat of going to jail and the fact that I was in such pain from the trip.
Many airlines (including Southwest) would check tags against baggage after 9-11. Is 9-11 the cause of all the world's problems? I think not. Southwest checked my two baggages tags against my bags as I left the baggage area at Chicago Midway two weeks ago.
How could a passenger possible "see" an employee of Southwest steal a bag. Moreover, if an airlines sends a bag on an earlier flight that is tagged for a later flight, I suggest the airline should assume the responsibility of securing that bag until their passenger arrives. Common sense goes a very long way!
Warning!!! Southwest airlines is, without a doubt, the worst airline on planet earth! I was booked on swa...
On Sunday, May 27, 2007 I boarded a flight in Akron/Canton to Atlanta then to Jacksonville, FL. My flight was to depart at 10:12am and arrive in Atlanta at 11:53am. AirTran delayed the flight and passengers had to board a new plane. This flight left Akron/Canton at 11:00am and we arrived in Atlanta at 12:23pm. This delay caused me to miss my connecting flight to Jacksonville resulting in a 6 1/2 hr layover in Atlanta. I approached customer service and have never been treated so rudely. I am a frequent traveler and found AirTran's customer service and its passenger treatment to be unacceptable. In my 25 years of flying (at least once per month), I've never experienced such horrible service. In Akron/Canton we were told that Atlanta was well aware of our delay and would make accommodations for us. The man at the flight door in Akron/Canton also said they would hold the flight for us. Additionally, two flight attendees said they would hold the flight in Atlanta. We arrived only to find that the flight to Jacksonville had departed. Not only did I miss an entire day of important activities planned at my final destination, I was lied to by three of AirTran's staff. This was my first experience with AirTran and I can't help but think it may have been the last for me, my staff, family and colleagues.
I received an email response from AirTran's customer service representative. Basically we're sorry you were unhappy, we met our obligation, but I can give you $50 towards another AirTran flight within one year.
Here is the letter I am sending to Southwest Airlines first thing tomorrow morning. I am still as mad as ever!
RE: Customer Service Commitment and Our Mission Statement
The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
I was a passenger on two Southwest Airlines flights this week. The first on May 30, 2007 to San Francisco #199 out of John Wayne Airport and the second today, June 2, 2007 returning home to Orange County, California.
After a wonderful vacation to visit my son in San Francisco, I boarded flight #2089 and settled in for the trip home. While descending into John Wayne Airport one of your flight attendants picking up customer’s garbage, passed by without looking at me or asking me for my empty cup. I said “Excuse me” but was ignored. I then tapped her on her waist at which time, she turned around and very rudely and loudly stated that “It is NOT OK to touch me, that is not good” etc. I was rather shocked to be spoken to that way by anyone, much less airline personnel. I wasn’t a drunken male passenger grabbing at a young woman to harass her. I am a professional middle-aged, married, mother of two. I apologized and was embarrassed.
After sitting for a few minutes, two female passengers seated across from me said how disgusted they were with this flight attendant’s manner in which she spoke to me. We heard her over the radio thanking everyone for flying Southwest and then added “To be kind to one another”. Several passengers on the plane broke out in laughter hearing how this young lady treated me and then saying something as hypocritical as that! As I left the airplane, she thanked me for flying Southwest, not personally but a blanket statement that all your airline personnel say to passengers leaving a flight. I asked for her name as I intended to write to Southwest immediately.
While waiting for my luggage in Baggage Claim, another man approached me and asked me if I was alright. He also wanted to know if I got this woman’s name because he was going to write to you as well. This gentleman said she was “completely ridiculous and rude” as I gave him her name. Two other women passengers also stated that they were going to report her also.
I have to say that I booked this flight because of the great fare I received. I now know that if your personnel are allowed to behave this way, it’s not worth the extra savings.
I, along with other passengers who I hope will write to you, believe this airline attendant should be reprimanded for her inexcusable and inappropriate customer interaction. HER NAME IS KENDRA AND WAS ON FLIGHT 2089, JUNE 2ND 2007, FROM OAKLAND TO ORANGE COUNTY.
I would appreciate a written response to this complaint and an apology letter at the very least. A partial refund for that leg of the flight would be nice. In any case, I would also appreciate your immediate attention to this matter.
We traveled from Chicago to Baltimore at 3:00 p.m. flight 202 on Friday, December 22nd to spend time with family over the holidays. We were the last people off of the plane, and stopped to use the restroom, and by the time we reached the baggage claim it was unclear from the signage which carosel our baggage would be on. We asked the baggage personnel and they were unhelpful. We finally recognized some people from the flight and migrated towards an unmarked baggage claim. Our flight finally came up and we waited about 45 minutes for all of the bags to come around. We realized that none of our bags showed up, and about 20 other people from the same flight had a similar situation. Next, we all went to the Southwest baggage office and waited another 30 minutes only to be told that our situation wasn't unique, all baggage from Chicago was delayed since 10 a.m. the same day, and to fill out a claim form to get our baggage. (At this point, I wondered, if you knew that major baggage issues were a factor, why wasn't that information communicated to the baggage receiving personnel in Chicago? If we were told, "We are having a baggage problem, and if you can carry your luggage on, do so" , then we could've been armed with the necessary information to make a decision.)
We filed the claim, and waited. We called at about 11:00 p.m. to find out what was going on only to be forwarded to an unmanned voice message system with no options to speak with a real person. We finally got thru to a person around mid-night who informed us that one bag was in, but they were still waiting for the other one to arrive. When asked the ETA of the second bag, they had no answer. We asked them to bring the bag that they had, since it had gifts in it, and we were exchanging gifts with family in a couple of hours. They refused. They said they would give us $75 to come and pick up the bag. At 12:30 a.m. that did not sound very appealing. So we waited. We were told that we would receive a call with an update by 1:00 or 1:30 a.m. at the latest. We never received a call.
At 7:30 a.m. we phoned again. Once again, we were routed to the unmanned phone system. (Very frustrating, it's as if they are saying, "we screwed up, we lost your bags, but we're much to busy and important to actually take your phone call." It's like a bad one sided relationship that we are paying to be a part of.) We continued calling and finally got thru to someone who let us know that both bags were in and would be delivered sometime between 1:00 p.m. and 5:00 p.m. We envisioned yet another day of waiting and asked if their were any other options. We were told no. We were offered $50 to come a get the bags. (Apparently, our discomfort and inconvenience was going down in value in the eyes of the BWI Southwest Baggage Office.) Next, we were told by J'Vette -a baggage clerk- that our situation was not unique, our needs were not important, and that we would have to wait our turn in the line up of people who were waiting for bags. (Just what we needed after a night of not sleeping-waiting for a call from SWA baggage). We opted to pick up the bags, not wanting to trust our holiday plans to the Southwest Logistics Dept and clerks like J'Vette.
Thanks a lot SWA for helping our holiday get off to a great start. We are disappointed and feel as though Southwest Airlines baggage teams should collaborate more effectively and communicate with their customers. Mistakes happen, but Southwest should do a better job of handling customer concerns. Additionally, SWA should invest in customer service training for baggage people. The airline crews are so friendly and outgoing... that image diminishes when you deal with the baggage office. The two are incongruent.
I recently made a reservation on SWA for a round trip ticket and since it was booked online required the payment from my credit card right away before they would issue a ticket.
Here is where the problems occur. I had to cancel my flight and the entire ticket was fully refundable. I cancel the flight and start looking for my credit to appear on my charge card listing. I wait a week and no refund. I call SWA and I am told, SWA takes your refund and puts it into a holding account in which you can use for future travel. This was all completed without my approval! Then I now after ten days request the money be credited to my charge card. I was informed before I hung up that the credit to my card can take up to 14 days. It already took almost two weeks to find out they were holding the refund WITH NO INTEREST being paid.
We have to put a stop to these large companies continuing to find ways to hurt the average American who is trying to make a living. DO NOT FLY SWA IF THERE IS ANY CHANCE YOU MAY NEED TO CHANGE OR CANCEL YOUR TRIP.
This e-mail is being sent to tell people to check their luggage carefully after flying with Southwest...