Airtran's not so bad after all!

[RN01]

Just wanted to let everyone know what happened so you can make an informed decision when choosing what airline. I've used Airtran once before and didn't have any problems. This time I booked out of INdy, late flight on Sept 10. Nonstop to Orlando. I specifically needed the late flight and nonstop is always nice. Just got an email, they moved it an hour earlier and it now has a stopover in Atlanta. No way to cancel it without a fee. UGGGG! I'm not going to let it ruin the vacation or anything but the people that are going with us will have a problem getting off work earlier to go.

Update!!! Airtran refunded all my money no questions asked. I told them there were no other flights that would fit us and they refunded the money. It took about 5 min. The first time I called from the recording they said if you have paid for the tickets in full there would be no refund no matter what so I just hung up and that that was it. I'm glad I posted that on here or I never would have known they would refund my money.

 

[NancyIL]

Just wanted to let everyone know what happened so you can make an informed decision when choosing what airline. I've used Airtran once before and didn't have any problems. This time I booked out of INdy, late flight on Sept 10. Nonstop to Orlando. I specifically needed the late flight and nonstop is always nice. Just got an email, they moved it an hour earlier and it now has a stopover in Atlanta. No way to cancel it without a fee. UGGGG! I'm not going to let it ruin the vacation or anything but the people that are going with us will have a problem getting off work earlier to go.

Look at AirTran's schedule, find a non-stop flight that works, and ask them to change. They won't charge you for that. If there is nothing that works, you CAN cancel it without paying a fee.

 

[dawnmommy]

Wait a second - airtran has always given full refunds in cases like this. Are you saying you spoke with customer service, escalated to a supervisor, and you were specifically told that you could not have a refund or any sort of credit or anything?

It is good that Airtran gave you close to 4 months notice. It is too bad your traveling companions work for an employer who won't let them leave 1 hour earlier, when they've asked 4 months in advance. that is pretty harsh.

But I am still quite confused as to which Airtran supervisor refused to allow changes without a fee.

Just wanted to let everyone know what happened so you can make an informed decision when choosing what airline. I've used Airtran once before and didn't have any problems. This time I booked out of INdy, late flight on Sept 10. Nonstop to Orlando. I specifically needed the late flight and nonstop is always nice. Just got an email, they moved it an hour earlier and it now has a stopover in Atlanta. No way to cancel it without a fee. UGGGG! I'm not going to let it ruin the vacation or anything but the people that are going with us will have a problem getting off work earlier to go.

 

[kaytieeldr]

There's NOT 'no way to cancel without a fee'.

Go to AirTran.com. See what your options are. Is there another flight available that day which works better for you? How about the day before?

Armed with specific information regarding to which flight/s you would like to be moved, call AirTran. Ask to be changed to X flight because they changed your original flight. To the best of my knowledge, AirTran will do this AT NO COST because they changed your flight to begin with.

 

[Inkmahm]

Did you even try to cancel it and get your money back before you started this "warning" thread?

Your situation is exactly why I DO book with Airtran. When they make changes, I can make changes to my flights for free. So far, that has always worked to my advantage.

 

[clkelley]

It is too bad your traveling companions work for an employer who won't let them leave 1 hour earlier, when they've asked 4 months in advance. that is pretty harsh.

I won't say it's harsh. I'm in the same boat, but not by my employer's wishes. It's my wishes. I'm getting really tired of my vacation time being eaten up by an hour here and a 1/2 day there because the airlines have decided that flying after working hours is not any good any more.

We used to fly places late on Friday night, and come home late Sunday night for weekend getaways. The airlines have made that near impossible anymore.

Same thing for weeklong trips. Either have to take some extra time off on Friday afternoon, or shorten my trip to arrive at my destination later on Saturday to get where I'm going. It's REALLY annoying.

 

[DebbieB]

I won't say it's harsh. I'm in the same boat, but not by my employer's wishes. It's my wishes. I'm getting really tired of my vacation time being eaten up by an hour here and a 1/2 day there because the airlines have decided that flying after working hours is not any good any more.
We used to fly places late on Friday night, and come home late Sunday night for weekend getaways. The airlines have made that near impossible anymore.

Same thing for weeklong trips. Either have to take some extra time off on Friday afternoon, or shorten my trip to arrive at my destination later on Saturday to get where I'm going. It's REALLY annoying.

With late night flights, they need to decide where they want the plane to overnight and then they have to have an early morning flight to get it out of there the next day and back into service. Plus they have to overnight the crew there. They probably prefer to have the plane back at their hub.

 

[dawnmommy]

The OP said her traveling companions couldn't leave their job one our earlier. THAT is harsh.

We like booking on airtran, because with even small schedule changes, airtran lets you rebook.

I am quite curious as to whether the OP started this thread without actually escalating the issue to Airtran.

I would assume not, as there wouldn't be a point in starting a thread with mis-information like that.

I won't say it's harsh. I'm in the same boat, but not by my employer's wishes. It's my wishes. I'm getting really tired of my vacation time being eaten up by an hour here and a 1/2 day there because the airlines have decided that flying after working hours is not any good any more.

We used to fly places late on Friday night, and come home late Sunday night for weekend getaways. The airlines have made that near impossible anymore.

Same thing for weeklong trips. Either have to take some extra time off on Friday afternoon, or shorten my trip to arrive at my destination later on Saturday to get where I'm going. It's REALLY annoying.

 

[jlewisinsyr]

Just wanted to let everyone know what happened so you can make an informed decision when choosing what airline. I've used Airtran once before and didn't have any problems. This time I booked out of INdy, late flight on Sept 10. Nonstop to Orlando. I specifically needed the late flight and nonstop is always nice. Just got an email, they moved it an hour earlier and it now has a stopover in Atlanta. No way to cancel it without a fee. UGGGG! I'm not going to let it ruin the vacation or anything but the people that are going with us will have a problem getting off work earlier to go.

As others have mentioned, Airtran will most likely work with you if you provide options to what would be accomodating, including refunding you the fare paid.

As a general reminder though, remember you bought a ticket from Point A to Point B on a specific day. The ticket purchased offers no guarantees to the type of plane, your specific seat, direct or stop overs and time of departure and landing. This is important to know as this what you agreed to when you bought your tickets.

Now Airtran is known for its very generous change policy where if they make a change they will accomodate you on pretty much any other flight that has a seat on the same day (and even a day prior or after in most cases), even if it is more expensive then what you paid for your ticket. Other carriers are not so generous. If you had booked this same flight on one of the legacy carriers, in most cases a 1 hour change wouldn't be sufficient to request a change or refund of your ticket price as most require 90 minutes (or more).

 

[Cmbar]

Wow, you all are diehard Airtran fans.


I would say to the OP, thanks for the warning. Obviously if Airtran has this flexible policy "we cancel/change your flight then you can change your flight to another flight that you didn't want in the first place and we won't charge YOU a fee" then obviously they change their flights often enough to have this policy.

Maybe that is what the OP wanted to get across. Don't rely on Airtran's flight times because they may and do change. Not only that, but a nonstop flight to a connecting flight means longer travel time. That really stinks. Now if they will let you cancel and get your money back then you should do this and see if there is something else you can book. Good luck.

 

[dudspizza]

Wow, you all are diehard Airtran fans.

I wouldn't say "diehard Airtran fans" as much as folks who have been around enough to know that these changes happen and that Airtran will work with you. Airtran knows they make these changes and are very willing to make it right, which includes a refund.

There are people on this board that pray for a 4 minute schedule change so they can switch to the more expensive flight they wanted in the first place and then come on here to tell everyone what they did......

Thank you to the above posters for coming out with good, factual info that the OP can use about Airtran's willingness to work with their customers.

I personally am not a diehard fan of Airtran, but will fly them if the price is right. My flights with them have been uneventful, just the way they should be.

Duds

 

[dawnmommy]

cmbar, before you made your statement about "obviously airtran has this policy because they change their flights a lot...." you did bother checking facts, right? I mean, it takes 2 seconds to check FAA numbers and see that Airtran's cancellation/delay/change rate is actually a touch lower than AA and UA in nearly every market.

Airtran serves markets that the majors don't, in many cases. They serve smaller airports and more rural areas, and provide that needed service.

Airtran DOES offer you credit or changes when a fare changes (they also credit you back $$$ when fares drop lower, something the majors don't do)

I wouldn't say this board is made up of airtran fans, necessarily. I would say there is a group on this board who are experienced in the travel industry or at the very least are experienced travelers.

Personally I get a bit annoyed when someone travels once a year yet makes huge statements that "XYZ airline is awful" because it happened to snow the day they traveled. Travel on a regular basis and you get a clearer understanding of the industry as a whole, their customer service, etc.

 

[RN01]

I called Air tran to try to cancel the flight. I cannot get another flight because there are not other flights that I can change to. The recording said if the tickets have been bought and paid for there are no refunds, period without a $75 penality fee per ticket. So I hung up. Sounds like I need to call back and talk to an actual person? I"m going to try right now.

 

[dudspizza]

Sounds like I need to call back and talk to an actual person? I"m going to try right now.

Yes, talk to their customer service people. Explain that the flight changes do not work for you. If you don't have any other options, ask them for a refund due to the change in times.

I suggest you take a look to see what other flights are out there and be aware that if your flights are many months away that flight changes can happen on any airline. Some like American make quarterly flight changes. The next changes should have just been made mid-May with the next around August.... I am guessing on the dates based on previous quarterly changes.

Best of luck.

Duds

 

[Brian Noble]

Yes, do talk to an actual person. In general, AirTran has been good about allowing changes or refunds when non-stop flights are changed to connecting ones.

As a general reminder though, remember you bought a ticket from Point A to Point B on a specific day. The ticket purchased offers no guarantees to the type of plane, your specific seat, direct or stop overs and time of departure and landing. This is important to know as this what you agreed to when you bought your tickets.

This is not always true. Northwest's Contract of Carriage defined the changes which were considered sufficient to warrant a refund of the purchase of the passenger requested it. I belive it was a change of two hours or more in departure time, arrival time, or the change of a non-stop to a stopping itinerary. Delta seems to have similar policies, but I can't find the language in the CoC that confirms it.

 

[TDC Nala]

I just changed an Airtran flight without penalty last week because they changed me from a nonstop to a flight with a layover in Atlanta.

All you need to do is explain that the times they changed your flight to do not work for you. Look at the schedule online and go in armed with a flight you would like to change to. If there aren't any you can cancel for a full refund. Then you can find an airline with a flight that works. (Of course you might end up paying more for a new flight on another airline).

Do not go by what the recording says. If Airtran changed the flight, talk to a PERSON about a refund.

 

[Cmbar]

cmbar, before you made your statement about "obviously airtran has this policy because they change their flights a lot...." you did bother checking facts, right? I mean, it takes 2 seconds to check FAA numbers and see that Airtran's cancellation/delay/change rate is actually a touch lower than AA and UA in nearly every market.

Airtran serves markets that the majors don't, in many cases. They serve smaller airports and more rural areas, and provide that needed service.

Airtran DOES offer you credit or changes when a fare changes (they also credit you back $$$ when fares drop lower, something the majors don't do)

I wouldn't say this board is made up of airtran fans, necessarily. I would say there is a group on this board who are experienced in the travel industry or at the very least are experienced travelers.

Personally I get a bit annoyed when someone travels once a year yet makes huge statements that "XYZ airline is awful" because it happened to snow the day they traveled. Travel on a regular basis and you get a clearer understanding of the industry as a whole, their customer service, etc.

Dawnmommy, You are correct I did not check the FAA website to determine if Air tran has a better cancellation/change rate. I just know from experience from both family and friends and certainly it is all over the boards here that Airtran changes their flights a lot. Obviously everyone who posted knows the policy because this must happen quite a bit. Out of Baltimore Airtran and Southwest are the only carriers that fly non stop to MCO. I have a child with anxiety and there is no way we can do connecting and extend our travel by hours on the wim of the airline. I have stayed away from Airtran for that reason and I am glad the OP put up the warning. I read it as a warning that they do indeed change their flights . I am glad they allow changes/refunds based on them changing the flights. This is the right thing to do and glad to hear they follow through. However, I will stick with Southwest because I can change for whatever reason I want and I often do and have never had to pay a penalty. While I don't want to get in an argument with you, I do think it was the OP's right to warn us, and as it turned out it was a good thing she did since she didn't know (since they didn't tell her, you all did) that she was entitled to a refund. She had to get past that message that said sorry, no go. I find that cheesy. I would have thought they would have put that information in the email they sent her telling her that her flight was bumped up in leaving and arriving later than she planned. I think that is a lousy way to do business.

But this is just my opinion. And I travel plenty and again we have had friends and family messed up with the flight changes on Airtran.

I am very happy she was able to get a refund and am curious as to what flights she it taking to get down now.

 

[Minniemouse07]

FWW we are former USAirways and AirTran customers that were NOT happy with delays and flight changes...and this was BEFORE 9/11...I think it may be even worse now (as far as changes in flight times, canceled flights, etc) from what I have read here and other sites!

We've flown on Southwest over 7 times in the last three years and have been thrilled w/ them. If I have the choice, my flights are always on Southwest.

Reasons why:

The flight I reserve is the one that I fly on (unless "I" choose to change it)
No charges for luggage
No charges for changing flights
If flights go down in price, credit good for 1yr
Easy Online check in
Least expensive option to the majority of destinations (at least the ones we go to)
Fun flight attendants!

The first is the most important. It would drive me MAD to have my flights changed 1-4x before I actually got to the airport. I know I can choose a new flight or get a refund...but why go through the drama when I can pay less money at Southwest and barring any major act of nature, know that I will be flying on that flight.

 

[dis-happy]

Southwest lovers, just hope you don't get bumped!



-------------------------------------------------------------------------
Southwest Fined for Over-Booking Flights - $200,000 for Bumping Passenger
-------------------------------------------------------------------------

By Gene Byrd
May 1, 2010


Southwest Airlines has been fined $200,000 for bumping passengers on flights that were overbooked. The Associated Press reports that the airline bumped more passengers than any U.S. carrier last year, and now faces the stiff penalty for removing passengers from oversold flights.

The numbers aren't even close with the other major carriers, the report reveals that last year, Southwest bumped 13,113 passengers -- 80 percent more than the next closest carrier.


***


Time Morgan writes in a report: "Under federal law, an airline that denies a seat to a passenger holding a ticket because a flight is overbooked must offer the passenger a voucher for another flight or cash compensation, or both, depending on the circumstances."

Most are entitled to up to $800 in cash.

Southwest may get a break as the AP adds, the "Transportation Department said it would waive $90,000 of the civil penalty if Southwest doesn't break the rules again in the next year."