Air Tran Airways- AMAZING Customer Service!!!

[luvdzny]

WOW is all I can say, this is a bit confusing, but here goes...
We booked a flight on Air Tran Airways for DD's boyfriend to come visit. He was originally scheduled to arrive Monday night. We found out that he could make it tonight so I tried to find a flight for the same price. I was able to find a flight for tonight, same price so I booked online. I received a message that the reservation was not confirmed due to their system having problems and it said to call. I called and spoke to an agent who confirmed that the flight was for tonight for $98.00 and gave me the confirmation #. After hanging up I checked online only to find out that he was still booked for Monday. I called & spoke with another agent, unfortunately there was nothing she could do to help. I ask for a supervisor, still no luck, although he did offer to waive the change fee, but it would have cost an additional $213.00. After hanging up I realized that I should have ask him to waive the fee for an earlier flight tomorrow, so I called back, no luck. A few minutes later Air Tran called us, the supervisor said he talked to the original agent and he remembers confirming for tonight. The supervisor put him on the flight for tonight for $98.00 with no change fees!!! I was amazed. Throughout each conversation I remained calm and polite, maybe that helped, but I am still amazed!!!! We have had other excellent experiences with Air Tran in the past, from now on, Air Tran will be my 1st choice when flying.

 

[Coll0610]

I also just had a terrific experience with AirTran customer service. I made a huge mistake when I booked the flights for our trip in October. I just called and they fixed the mistake with no problems and no extra charges. It was my fault but they took care of it. Another reason why AirTran is my first choice too!

 

[Disney Dork in DFW]

My wife and I recently changed our flight plans from Northwest to Air Tran, and hearing people sing their praises is certainly comforting!

Here's hoping we will have a similarly pleasant experience!

Thanks!

 

[aquaticmom]

We also had EXCELLENT customer service from Airtran. This past March we were unable to make our flight out of Tampa due to a medical emergency on the way to the airport. All flights for later that day were unfortunatly booked, so they put us on the first nonstop flight out the next morning with no additional fees. They also offered us free transportation to a hotel and reduced rates, but we chose to just stay at the Marriot in the airport. National Car also allowed us to keep the car for an extra 41/2 hours without any additional fees. I contacted the corporate office and let them know how much their excellent service was appreciated during what was a very stressful situation.

 

[luvdzny]

Seems like Air Tran is doing a lot these days to keep the customers happy. I wish more companies had the same idea!

 

[FINFAN]

And did you know that if you book online, you have 4 hours from booking to make any changes( on line) penalty free? I know it doesn't seem like much time, but I have used it 2x's to lock in a great rate, and then make sure no other airline has lowered soon after...or realized a different time works better etc.

 

[mommy*RN]

I just posted my Airtran story too. Great customer service and a better flight for no extra charge. Gotta love that. I live in Milwaukee and have always flown Midwest...switching was a bit daunting, but after my first hand experience and the stories here on the DIS I know we will become Airtran fans too.

 

[luvdzny]

Mommy*RN - We always used to fly Midwest out of Milwaukee as well, but lately have been having great service with Air Tran. I think that I have been hearing that Air Tran just purchased or merged with Midwest, hopefully that will make things even better.

 

[Shagley]

I'll be flying Air Tran in September, and it's nice to read good reviews for once. It seems like all we usually hear on these boards is how terrible Air Tran is because they change their flight times so often.

 

[mommy*RN]

Mommy*RN - We always used to fly Midwest out of Milwaukee as well, but lately have been having great service with Air Tran. I think that I have been hearing that Air Tran just purchased or merged with Midwest, hopefully that will make things even better.

Midwest couldn't even come close to the deal I got on Airtran, and since they always seem to be having some sort of trouble or merging with xx airline, I figured I didn't want to risk it. I'm such a spazz I didn't even realize you were in WI too! . I'm semi-excited about Southwest coming here, but if my travel experience is anything like my customer service experience I will be calling Airtran our new airline of choice!