Air Tran RANT

[OzFan]

First off, I did not call the CSR yelling and screaming and cussing the poor girl out. I work with th epublic EVERYDAY and would NEVER treat someone nasty.
She was the one that started with excuses. I wanted to know why I wasn't informed about the change, why I was put on flights that were not fitting into my vacation schedule. I book what I book because that is what works for us. When I saw the flights airtran had I booked them. I had the money, they werea decent price so I felt that was one less thing to worry about.
I knew well and good they change their flights, I knew there was a possibilty of them doing it to me. They did. They changed our returning flight WITHOUT notification, they even had my husband on a DIFFERENT flight. I had to rearrange everything last month...rental car, ADRs, pet sitters and transportation home from the airport. It took me the better part of the day to REARRANGE. Then yesterday not 1 but BOTH flights were gone.
The CSR had a very nasty attitude from the get go. She explained that while my air travel was changed my HUSBAND had not been affected??? How is that possible? He WAS sitting next to me, does he have a private jet taking him down there? She did not offer me any reason why I had not been contacted, just to the tune of oh sometimes emails don't go out. I only got nasty after being told I was rebooked on other flights. The arriving flight wasn't extremely bad, the layover was 45, and we were split up arriving in Orlando. This flight DID comply with their policy, my flight chaned over a 2 hour delay.
Our return flight had us coming home @ 9AM. Not acceptable. PERIOD.
That flight change was over 7 hours. I then asked her to refund my money, I was going to buy somewhere else. She then began to talk about other airlines and how they do it all the time. It's one thing to have bad service, but then you start slamming the competition. She just had a very nasty, smug attitude and I had enough of being jerked around. And YES I FELT AS I HAD BEEN JERKED AROUND. I booked with them because I had flown with them before, and like the fact I had my seats ahead of time.
I am normally a very easy going kinda gal, heck i work in a library. I try to roll and adjust as need be. But this was totally UNACCEPTABLE. I did tell her where she could put the tickets, only after being made to feel like I was being silly and I should be "more flexible" with my schedule. And yes she said that to me. That's when I told her to shove it. So FLAME AWAY!!!!

 

[CarolA]

Ozfan, I am sorry but your defense is not really all that good.

In your first post you point out that the first time you called you "pitched a fit"

The second time you called you told them to shove it.

Now you claim the CSR person had an attitude? Wonder why? (Trust me the "fit" was noted in your record...your prior fit preceeded you LOL!)

It's not the agents fault, that's something you seem UNABLE to understand. Shooting the messenger is NOT an effective techinique! The agent telling you to be more flexible was probaby just trying to reason with you. In other words all the fussing you wanted to do was NOT going to bring back your flight... you had to be more flexible if you wanted to get to MCO on AirTran.

As for WHY you weren't notified, it's because its almost THREE MONTHS until your flight. Notifications are done in ORDER of those effected. So if you hadn't called I bet eventually you would have received a notification. This was not an emergency on AirTran's side because you had plenty of time.

Reading both your posts it looks to me like you called AirTran ready for a fight......And you got one. Everytime I deal with an airline employee I try to remember thier last customer was probably taking things out on them like you did. If I had to deal with that all day.... I am sure my attitdude would go bad, but in weekly flying and more phone calls to airlines then I can imagine I rarely get a bad attitude from an airline employee.

You seem to have posted on here expecting us all to say "way to go" and "you did the right thing" and when we didn't you responded with another "fit" LOL!

 

[NancyIL]

I just checked my AirTran flights for December as well as my sister-in-law's out of Midway. I can't tell if their non-stop flights were cancelled or just changed times. I'm on the only non-stop flight from Bloomington, IL to Orlando, and AirTran has it only 3 or 4 days a week. My flights are still there, for now, but the times have changed to 1 hour earlier both ways.

 

[OzFan]

I know shooting the messenger is not the best route to go. When I originally posted I had just gotten off the phone, I was upset. I didn't pitch my fit until the end of my conversatiion. The whole call was just bad from the get go. When asked what happened to my flight, I was told at first...nothing. I asked nicely for the agent to check on it. She then came back and said "oh, it looks like it's gone." I then asked her to look at my itenery, because I was still seeing the original flight to and from. She looked and said " oh, you've been put on another flight." I asked her POLITELY why it wasn't showing up on my end, my itenery stated the original flight, but now the flight was gone on the board. Was my flight full and just removed? NO she said quite nastily. She explained to me that most of the NS flights were removed. We were placed on a flight with a plane change and layover. There was 1 NS flight still on the board, but she told me were had already been placed on the other flight and now that flight was full. As I was on the phone with her I went online and tired to resere that flight, and guess what i was able to purchase fare on the NS that she told me was full. She LIED to me. When I explained to her that I was just then able to get the 5 seats I needed she then began to tell me that I was ALREADY booked on another flight and there would be NO CHANGE. Our return flight was worst. My husband wasn't even on the same flight, thats when I started pitching my fit.
I didn't start off my conversation with Air Tran with a hissy fit but i ended it that way, and to answer you before you ask, the CSR I talked to was NASTY from the get go. I tried, i just asked my daughter if I was rude when I first got on the phone and she said no. She said I was trying to play nice.

I will not defend my actions anymore. I just want anyone who has their flights booked with Air Tran to check EVERYDAY. If you have to rebook, do it sooner than later, airfre is climbing.
No more venting from me, as usual the DIS boards have made me feel good and there are those who don't. To the ones who understand my frustration, thank you. Venting is a release we all need time to time. Thanks for listening.

 

[goofy4tink]

You know....we're going to see more and more of this. Travelers have to remain informed and 'on top' of their reservations.
OP...you say you were upset about not being notified of any changes to your flights. It is routine for airlines to notify those flying in the immediate future, then notify others. I have watched my flights change, with no notification. Delta's answer to me when I questioned that practice of not informing me of any changes? "Well mam, we wait until a few weeks before the flight to notify the customer just in case there are any other changes. That way we only have to notify them one time." Okay, that makes sense. But, it also takes away options for the customer. If the traveler stays on top of their flights, they can see if/when changes occur. Then, they can call the airline and try to get a satisfactory solution. However, if the traveler waits to be notified, on the airline's schedule, there may not be very many satisfactory solutions left!!! And of course the airlines think that is just fine....they get to move passengers around to suit the airlines needs, not the traveler.

So....stay on top of your reservations. If you see there is a change and it is not good for you, call the airline and see how they can improve the situation for you.
But, being nasty is not going to get it done. Yes, you can run into a 'bad attitude' on the part of a CSR...it's happened to me. But, you tend to catch more flies with honey...even if it kills you to use honey rather than vinegar.

The airline's contracts of carriage pretty much tell you that the airline will get you from point A to point B, on a particular day. They really don't care about your vacations schedule, or that you have a rental car booked for a particular time (and it will cost double if you have to change it!!) or that you have an ADR at Chef Mickey's that yo will now miss...they just don't care.

And every single airline is making changes now. Jetblue has always been good about not changing schedules, but mine are changed for Sept. Now...the good thing about JB is that they send you an email, within a day or so of making the changes, to alert you to the changes. Delta has never sent me an email or called me about a change...and I've flown Delta more times than I can remember. And, they have always changed my flights, at least once, for each trip. The only time they have called me was one time, at 10:30 pm, to see if we would consider being bumped from our 7 am flight the next day. Ah no, we didn't have any interest. But, we were at that airport by 4:45 am....didn't want to run the risk of being bumped, so checked in nice and early.

 

[bicker]

The airline's contracts of carriage pretty much tell you that the airline will get you from point A to point B, on a particular day. They really don't care about your vacations schedule, or that you have a rental car booked for a particular time (and it will cost double if you have to change it!!) or that you have an ADR at Chef Mickey's that yo will now miss...they just don't care.

And, really, it isn't that they "don't care" -- they're not able to care. The CSRs have a job to do, and have to follow company policy, and company directors have to fulfill their fiduciary responsibilities, first and foremost. There simply isn't enough profit in the system to allow the kind caring many folks seem to want.

 

[OzFan]

I rebooked with SW. Better flight times, but more money. I will keep an eye on SW, but no one that I know that has flown with them has had their flights change by even a minute. I should have followed their advice and just booked with them from the get go. Live and Learn.

 

[Lewisc]

SW only opens up their schedule for booking a few months in advance. SW has stated accepting bookings before their schedule is final consumes too many customer service resources handling unhappy customers.

People who book their flights early, should understand their booking against a projected schedule.

Some airlines don't see any purpose in notifying customers each time the schedule changes. In other words why waste time contacting customers 3 months before their flight when there may more changes before the flight. From the airlines prospective it makes some sense to delay contacting passengers until the final schedule is available.

Some posters want the schedule certainty airlines like SW and generally Jet Blue provide but with the early booking window of legacy airlines. It doesn't work that way.

The OP got what she deserved with the rental car. Customers have no business using a rental codes they're not entitled to use. Your a AAA member, use the AAA code. If you don't know who's entitled to use the code then you have no business using it. If you're not a member of that group don't use it. You don't have an AMEX card, don't use an AMEX discount. You're not a COSTCO member don't use a COSTCO discount. You're not a TA working for a specific travel agency. Don't use the code and don't make up a phony business card. Mousesavers lists virtually every legitimate code.

The fact that the computer lets you use and code and even that the agent in the garage may not check doesn't change the fact that customers have no business using codes they're not entitled to use.

You're entitled to "vent" about your airline but you really don't have right to complain about getting "caught" trying to scam the rental agency.

 

[TDC Nala]

The customer service people, and the airline, are also not aware of what your preferred vacation schedule is. That is up to you to arrange, not them.

 

[OzFan]

My rental car promo was the Disney Visa Code that was posted on Mousesavers. The e-coupon I was going to use can't be used anymore, no reason why, it just stated that coupon can't be used. I used my Entertainment Book Coupon instead. The rates have gone up since I booked my car. I was paying 236.00 (mini Van) with the E-Coupon, now I'm at 299.00(midsize) with my Entertainment Coupon.

Please do not accuse me of trying to scam anyone out of anything, I'm not like that. The codes I use are LEGIT. I have a Disney Visa and I have the Entertainment Book. The only CODE i was going to use was the $35 off E-Coupon.
Why do people jump to conclusions that are entirely wrong? I know of the code you are speaking of, and I didn't use it, I'm one of those that would get caught if trying to do something that isn't right. I'm also booked with Alamo to, but wait will I get flamed for holding 2 reservations.

I'm done with this. Attacking my ethics is my last straw....thanks

 

[macraven]

i check my flights all the time.
i posted on the first page of this thread about my flight being changed.

it just takes a phone call to correct it.


i suggest everyone check their reservations periodically as if you are switched and need to make a change, do it as soon as possible.

the 2nd flight i had to change only had 2 seats left on it.
my trip isn't until early october but if i had waited, i might be out of a seat on that flight. i was lucky to get it. but of course, even though the plane is full now doesn't guarantee that it won't be cancelled. weather, mechanic problems, etc.

coming home is not a problem for me when i have a flight cancelled and have to switch. i can live with that as it presents no hardship if i know in advance to adjust my car service ressie.

going to a destination concerns me as i am very excited to get where i need to go. when i went to Hawaii in march and DC in may, i wanted to get there as soon as possible. that went smooth.
on the return flight from DC, flight was changed and i got to check out the airport which turned out to be a nice adventure.

 

[NADINENURSE]

I really really feel for the OP, Ozfan , I have not had this happen but I have had conversations with some people on the other end of the line, they are the business professional I am the traveler, that make me ask for their name, employee number and supervisor, they have been so curt, so rude and unprofessional that I have been driven to stressed "language", and I am a thankyou sir kinda gal... yes we KNOW as travelers tha things will be changing but I too have a set vacation planned down to the minute, and these schedule variations make me readjust EVERYTHING, everytime, how many times am I gonna be able to redjust I'm ready to pull my hair out !!!! Alamo car rental is going to send me a message soon to stop changing my dates and times... I have done it so many times already ....I am finding it hard to keep track. I agree as travelers we should be prepared for this, so I too, am checking dailey, and I travel 8/16... I do have to say that when Air Tran changed my time, the email was sent to my 14 year old son, not to me, that was pretty funny. so I will check dailey

 

[Poohbug]

Disappointing is fine. Expressing disappointment is fine. Telling the agent to "shove it' is NOT ACCEPTABLE!

When you children are disappointed because you won't let them do something would you allow them to tell you to "shove it up some small hole" I hope not!

I am sorry but cursing, acting out and behaving LIKE YOUR TODDLER are not grown up reactions to disappointment.

Come on-toddlers are not that bad-only teenagers and adults act like that. I think if you are flying you should be aware of the changes airlines are making. Are they good changes??-Not for us. I personally do not want to deal with all the problems and have no problem driving where I want to go.

 

[maxiesmom]

I fly on Delta quite a bit, and they seem to always change their flight times, so I am in the habit of checking my flights whenever I fly. No biggie really.

Anyone who curses at an agent and ptiches a fit looses any compassion I may have felt for them. I work retail, so I know how it feels to be screamed at for something that I can't control. It is horrible! There is no excuse for that kind of behavior. If the agent you are talking to is not making you happy, hang up and try again. Telling them to shove something is not the way to get what you want.

 

[bavaria]

Here is a thread which was posted last night about the same situation, but which received very different responses
http://disboards.com/showthread.php?t=1862759

People respond to what is written. The first post here caused people to respond. OP chose those words, not us. The responses were based on that very first post.

As to not being aware that all US carriers are cancelling flights and reducing capacity? I find it hard to believe that an American adult could have not seen/read/heard/watched any news story on this in the past few months. I see stories on that subject all the time when I am in America, and I don't watch much television. It is a hot topic on foreign news channels. I see headlines on Yahoo and CNN when I log into my computer. The news has been one of the hot topics year to date.

As with any transaction, it is about being an informed consumer.

 

[bavaria]

I believe that Lewisc was responding to this re the rental car

The code that was sooooo goood to be true doesn't work anymore, I guess with so many people calling and asking if it was ok, tipped them off and now you can't use that code anymore. I'm paying almost a $100.00 more for my rental now

I will admit that when I read this, I took it to understand that the OP was upset about a National code posted here which is a contract ID for a particular company, and for which the majority of posters are not eligible.

 

[kaytieeldr]

First off, I did not call the CSR yelling and screaming and cussing the poor girl out. I work with th epublic EVERYDAY and would NEVER treat someone nasty.
She was the one that started with excuses. I wanted to know why I wasn't informed about the change, why I was put on flights that were not fitting into my vacation schedule.

It does not matter that the CSR 'started with excuses'. More likely, by the way, is that she was providing you with information based on what her employer determined callers should/can be told, not that she decided on her own to tell you whatever she told you.

This may come as a surprise, but even booked in advance, NOT ALL PASSENGERS to Orlando are going for vacation. It's a pretty popular convention site; some businesses know several month in advance that, say, they will need to have auditors in that city on a certain date... it's not the airlines' concern WHY someone is traveling, or that schedule changes cut into the passenger's vacation schedule.

You are flying in September; again, it is MUCH more important for the airline to notify passengers flying in July of flight/schedule changes, than to notify somebody flying two or three months from now. They will get to you - well, except that they don't have to, because you're checking your flights at least three times a day and so can (and did) contact THEM within mere hours of the changes.

The CSR had a very nasty attitude from the get go. She explained that while my air travel was changed my HUSBAND had not been affected??? How is that possible?

It is possible that her attitude reflected yours; or maybe you were 100% polite and considerate but her attitude reflected that of the ten callers immediately prior to your call, all of whom were angry at AirTran's changes to their travel plans and all of whom took out their anger on the person on the phone.

Our return flight had us coming home @ 9AM. Not acceptable. PERIOD.

Again, your air ticket ensures you passage from Point A to Point B on a given day. PERIOD. Everythign else is just a request - please read your airline's Contract of Carriage.

As for WHY you weren't notified, it's because its almost THREE MONTHS until your flight. Notifications are done in ORDER of those effected. So if you hadn't called I bet eventually you would have received a notification. This was not an emergency on AirTran's side because you had plenty of time.

Yep. I'm still waiting for Delta to e-mail or call me and tell my my 7:25 PM flight was changed to 6:55 PM. In October. Hey, give me a break - that schedule change cuts into MY vacation plans!!!

Yes, you can run into a 'bad attitude' on the part of a CSR...it's happened to me. But, you tend to catch more flies with honey...even if it kills you to use honey rather than vinegar.

And even if you're getting acid in response to your honey.

 

[Lewisc]

Bavaria is right, based on your first post I thought you were using the "questionable" code. Your first post said the code doesn't work but in your follow up post you said it was the coupon that no longer works. I didn't "jump to conclusions" but rather your first post wasn't accurate. I understand you're upset and looking to vent but you can't really blame us if we base our responses on what you actually posted.

Almost every National coupon code says it has to be used with a specific contract code. We routinely "mix and match" but at some point National will restrict some of the illegal combinations. Sounds like that's what happened here.

But now I'm trying to adjust my times for my rental car. The code that was sooooo goood to be true doesn't work anymore, I guess with so many people calling and asking if it was ok, tipped them off and now you can't use that code anymore. I'm paying almost a $100.00 more for my rental now.
Anyways THANK YOU all for letting me vent.

My rental car promo was the Disney Visa Code that was posted on Mousesavers. The e-coupon I was going to use can't be used anymore, no reason why, it just stated that coupon can't be used. I used my Entertainment Book Coupon instead. The rates have gone up since I booked my car. I was paying 236.00 (mini Van) with the E-Coupon, now I'm at 299.00(midsize) with my Entertainment Coupon.

Why do people jump to conclusions that are entirely wrong? I know of the code you are speaking of, and I didn't use it, I'm one of those that would get caught if trying to do something that isn't right. I'm also booked with Alamo to, but wait will I get flamed for holding 2 reservations.

I'm done with this. Attacking my ethics is my last straw....thanks

I believe that Lewisc was responding to this re the rental car

I will admit that when I read this, I took it to understand that the OP was upset about a National code posted here which is a contract ID for a particular company, and for which the majority of posters are not eligible.

 

[OzFan]

Again, sorry.
I used the Disney Visa Magic code that was on Mousesavers. I tried to use the e-coupon for my modified reservation. I was informed the e-coupon was good and anyone could use it. It worked for my original reservation, but when I put in the different pick up and drop off times, it stated the coupon could not be used. No reason, just could not be used. I put in an Entertainment coupon and it went through. I wasn't trying to do anything illegal. Just trying to modify what I had. Disney Visa code and e-coupon. Evidently, the other "code" that is being used and abused is getting some attention and the system is starting to catch up with mixing up coupons. Who knows? I don't care at this point. I have a car, airfare, and my vacation paid off. I'm glad to be dealing with this now, than later. At least I can rearrange, or cancel now and still try to get a good rate later on.

Again I apologize for my actions. I was and I am still upset. I paid a decent amount of money for us to fly. I guess what I expected and what you get are two different things. Funny thing is this is our 15th time flying to Florida. I have NEVER EVER had any problems before now. We even flew after 9/11 and still no problems. Just PLEASE check your flights, everyday. The sooner you can catch it, the better chances of getting close to your flight times.

 

[kaytieeldr]

I basically told her to refund my money, I was booking with SW. She told me all carriers do this, I told her SW has NEVER done this to me and I would NEVER fly them again. Also said some not so appropiate things that included a small space she could shove my tickets. I had to rebook with SW, for a much earlier flight and a much later flight home at the tune of 375.00 more, but at least I'm not worrying over it anymore.

Well, okay. Telling a business (via any of its employees or by any other method) that you will never patronize them in the future will NOT impel them to cooperate - in this case, put the cancelled flights back into availability, or whatever other solution would have satisfied the never-again customer. Also, it should be noted that the OP did not "have to" cancel AirTran and rebook with Southwest at a higher rate - she CHOSE to.