Bad experience with Airtran!--long

[CarolA]

(Actually as I read the OPs first post.... The wait for the luggage does not at ALL appear unreasonable. I would not even bother to complain on that.. A hour is not at all unusual. )

 

[slbeaute]

Whew! Didn't mean to stir all of that up! I posted because I had seen so many good posts on Airtran. I thought our experience might help someone, especially from our area, make a decision on an airline. I did want to comment on a few things.

First of all, the car seat thing was not a big deal and neither did we make any fuss about it. We just wished it had been mentioned somewhere prior to right before take off. (Wasn't on the site, couldn't get through on the phone before our trip to ask, no one mentioned this at any time even when they checked the airline tag.)

Second, I totally realize luggage gets damaged. We were much more bothered by the customer service agent and his attitude at MCO. We seemed to be bothering him even though it is his job to listen and answer questions about luggage problems.

Third, my husband totally realized that he shouldn't have called him a name. This is despite the fact that this supervisor was rude even before this happened. I don't find it acceptable to tell people, and I quote,"You have two choices...stay here and wait until your luggage gets here or leave and go home and come back and get it tomorrow." I don't really care how tired you are, that's not an acceptable comment, especially in a rude tone. Same goes with his reaction. It would have been one thing if he said something back. Tracking DH down in the baggage claim and getting in his face was completely uncalled for. For those that mentioned my husband's temper, you have no idea how much it actually takes for him to get upset. I would definitely say the supervisor has a much larger anger issue than DH!

Fourth, we realize delays happen. At DFW, waiting that long for luggage, in our experiences, is out of the ordinary. I suspect it is different for other cities. Our plane was on time so should have been on the schedule. The other plane that arrived at the same time had their luggage in about 15 to 20 minutes. That's a huge time difference. DH just went to ask what was happening when the track actually stopped and no one from our flight had gotten luggage yet. If the supervisor would have been polite and a little understanding, none of this would have happened. On a side note, many others were walking into the office to inquire about their luggage after the supervisor dissapeared. It obviously was not just us who thought that it was taking longer than normal.

Lastly, I was appauled at the implication that less money entitles you to less or even rude service! We didn't have $39 or $79 or even $99 fares. We paid more, very close to the Delta prices. Airtran had the flight time we wanted and we were worried that Delta was going to have problems at the time we booked. Even if we had paid cheaper fares, are you serious? I wasn't expecting luxury at all. I was expecting respect. I am a teacher. For those of you who believe less money gives less respect, would you apply that to kids? Would it be OK with you that children with parents that pay fewer taxes get less attention and less kindness from me? I don't think anyone would agree to that, I hope. On the same note, I would never deal with upset children or parents the way we were dealt with. I would be fired, possibly sued. I've had bad days too and dealt with parents who didn't like school or grade level policies. Guess what...I stayed calm, empathized, and smoothed things over. You would think a customer service agent would be taught at least that.

Sorry so long again. I just think people have the wrong idea about some things. We are a nice family of rule followers who very rarely show our temper. We were not expecting anything out of the ordinary; we are reasonable and just wanted to be extended some courtesy.

We tried the 1-800 number this morning. Like when I tried before our trip (yeah... I know it should have been a sign!) we could not get to anyone to actually speak to about our experience. DH did e-mail them this morning about our experince and I will update. I'm quite sure nothing will come of it, but I'll keep you posted!

 

[TONNIE]

I purchased $59 tickets from Jet Blue and EVERYONE was friendly and helpful. Airtran is the worse airline ever If they were handing tickets out for a dollar I still would not fly with them. I flew with them 2 times and both flights were terrible the plane was old and loud. I was too scared to even go to sleep

And dont get me started on their cst service!!! We purchased 3 pieces of luggage and all three were damaged. ripped the front pocket on one, jammed the pull handle on one, and tore the other then taped it together.

boy was I mad

 

[JonetteA]

You are not the only one who had a bad DFW experience on AirTran. We had a wretched experience with them on the way to our wedding. We got to the airport 2 hours beforehand and were at that time notified that our flight was canceled. They had not notified other people as well. As we were waiting on a supervisor, multiple people walked up that were not notified either. I immediately asked (since we were on our way to our Disney wedding and I had a site walk through with Disney) what they could do to help us get there since we were not notified. They said they notified our travel agent but with the 3 phone numbers on our reservations and the email address they had not contacted her at all. Interestingly enough, the supervisor when we finally got one could not keep his story straight. Basically he told us there were mechanical issues, but that corporate had known about it for hours. They were willing to do NOTHING for us at all to help us get to Disney. It is a good thing that we were not getting married that night or had our rehersal dinner that night. Needless to say, I was sobbing. I got on the phone with our travel agent and AirTran and nothing came out of it. We were 3 hours delayed. In addition, come to find out after we land in Atlanta (our stopover) that this is not the first time they have canceled this flight. It happens pretty frequently. We missed our walk through, and I am going to write a letter. I wonder if this is a Dallas only issue.

 

[lost*in*cyberspace]

I don't find it acceptable to tell people, and I quote,"You have two choices...stay here and wait until your luggage gets here or leave and go home and come back and get it tomorrow." I don't really care how tired you are, that's not an acceptable comment,

I am completely confused as to why you think this was an inappropriate comment. Did you think there was an additional choice besides either waiting or going home?

I suggest that you just let this incident go. You are not entitled to any compensation.

We got to the airport 2 hours beforehand and were at that time notified that our flight was canceled.

Didn't you check on the status of your flight before leaving for the airport? Even if your travel agent had been notified of the change and didn't tell you, that would have been a shame, but you are ultimately responsible for yourself. A 3 hour delay is a pain, but not worth crying about!

 

[traci]

Again, if the staff would have been kind to the weary traveling family they may have overlooked all of the problems that happened

Kinda reminds me of the lawyer who had the small sponge left in him after a surgery. Throughout the ordeal the medical staff (doc, nurses) were sympathatic and *sorry* this happened to the guy (even the ones not responsible for leaving it in there). Of course everyone knew a lawsuit was looming. Guess what...the guy didn't sue. Even commented on the exceptional care he received.

Point is...humans relish in kindness and understanding. Perhaps everyone was having a bad day at Airtran on this day...but it's easier to overlook the bad things that happen when someone *even* pretends to sympathazie with you.

 

[disneydaveb]

I am completely confused as to why you think this was an inappropriate comment. Did you think there was an additional choice besides either waiting or going home?

I suggest that you just let this incident go. You are not entitled to any compensation.



Didn't you check on the status of your flight before leaving for the airport? Even if your travel agent had been notified of the change and didn't tell you, that would have been a shame, but you are ultimately responsible for yourself. A 3 hour delay is a pain, but not worth crying about!

Why are you so condescending?
So far you have ripped all of the OPs concerns to shreds. (Like you do to everyone who posts concerns on the Transportation board).

You claim you "don't understand" or are "completely confused" on these issues.
Have you tried to be understanding. Do you have any compassion at all?
Some of these people have had some really crappy things happen to them and for some reason you feel the need to make them feel as though it is their fault or they are being cry babies.

It's a shame that people on this board feel the need to come back on and apologize for or defend their comments and feelings on poor airline service and treatment.

 

[slbeaute]

Thank you for those of you who understand our frustration. By the way, we still haven't had any response from Airtran.

JonetteA, I would have been frantic if they would have canceled our flight, especially for something as important as your wedding! I am happy you at least made it for your important days and had a fairytale wedding!

lost*in*cyberspace, there is never any need to be rude to someone right off the bat. I know those were our only choices. Had the supervisor said something like, "I'm so sorry sir. We are working on the problem. Hopefully it won't be too long. If you really need to get home, we can hold your luggage and you are welcome to come back tomorrow at your convenience to pick it up. I wish there was something more I could do to help." See? Same message, totally different delivery. If anything similar to that would have been said, there never would have even been a comment made by my husband. We would have felt annoyed but that the staff really was concerned and trying their best to fix it. I posted simply to share our experience so those traveling out of DFW would have a heads up. I would have found our information helpful. I'm not sure why you're posting except to make others feel bad. Are you sure you're a Disney fan? I can't imagine you being OK with all the happiness and good vibes and consideration you encounter there

 

[kaytieeldr]

Oh, yeah - I meant to post this yesterday (oops).
Aside from your e-mail, you should REALLY consider sending an actual letter detailing your experience. Look around their website and see if you can find the name of somebody 'official' (e.g. Customer Service Manager, Public Relations, etc.) to write to. Send it certified so you have proof of delivery. In your letter, tell them what you consider a reasonable wait time for their response before you escalate the issue. Suggest how you would like the issue resolved (for example, a personal apology from the baggage guy). Remember to note names of officers when you're doing your original search, so you have others to escalate the issue TO.
Be polite but firm; don't throw in emotions.
I know the above is somewhat disjointed; check this http://www.consumerreports.org/cro/...o-complain-effectively-105/overview/index.htm website, or do a search for "complain effectively" for more, and more lucid, suggestions.

That said, I would again like to throw in my alternate possibility, stated above - that the supervisor was at the end of a long shift, that he was stressed, that instead of stewing for five minutes before coming out of the office and confronting the passenger, he instead sat in his office for that five minutes trying NOT to take any action that would offend anyone. Compassion works both ways

As for lost*'s comments, I don't see them as condescending and I don't agree with the post saying he/she should be compassionate and/or understanding. It's not a matter of "being" a certain way or having a certain attitude; I believe this person is simply trying to get answers to enable her/him to comprehend the issues.

 

[lost*in*cyberspace]

Why are you so condescending? So far you have ripped all of the OPs concerns to shreds.

It's too bad you feel that I have been condescending. Perhaps you do not understand what this word means, as I have been anything but.

I think that encouraging the OP (or anyone) who has had a trying air travel experience to stay calm, remember that these things happen EVERY DAY, and that rude treatment of airline/baggage personnel is going to get you nowhere is just the opposite of acting in a condescending manner. Don't you think it is better to take a deep breath and act in a mature manner rather than lashing out verbally or physically? In person and on online message boards,

Just because you may feel the OP has had a "really crappy" experience and I think she had a fairly typical flight experience (excluding her husband's argument with the baggage person), does not make me rude. It simply means that we differ in our opinions.

It's a shame that people on this board feel the need to come back on and apologize for or defend their comments and feelings on poor airline service and treatment.

No one forces anyone to post here or anywhere else. If anonymous message boards upset you so much, why not take a break?

 

[bujuni]

I am confused with some of the comments here.

Just because the airline industry generally sucks that doesn't make it right and should not be acceptable. Complaining, hopefully constructively, may make some changes if the particular airline does care.

Delays, lost luggage, overbooking happens everyday but that doesn't mean it's alright. I do understand that it's not the sole responsibility of the airline. I'm sure the airport has something do with it as well. But, will you fly with an airline that has these problems all the time. I think we expect to be treated with respect no matter how much we pay.

I was going to fly AirTran this October but since I've read this thread, I will stick with Southwest for now until I hear anything differently.

 

[bavaria]

Just because the airline industry generally sucks that doesn't make it right and should not be acceptable. Complaining, hopefully constructively, may make some changes if the particular airline does care.

Delays, lost luggage, overbooking happens everyday but that doesn't mean it's alright. I do understand that it's not the sole responsibility of the airline. I'm sure the airport has something do with it as well. But, will you fly with an airline that has these problems all the time. I think we expect to be treated with respect no matter how much we pay.
.

Personally, I don't think that the airline industry sucks, and as I have stated many times, I am a very frequent user. Yes, things do go wrong. Weather delays flights, as to security scares. Baggage can be delayed for a number of reasons. Aircraft changes can result in a loss of seat assignments.

Things do go wrong when travelling, but that is not exclusive to airline travel. How often is Amtrak on time? Things go wrong anywhere, including the grocery store, the bank, etc.

I used to get frustrated too while travelling, but I have learned to realize that I can't control everything. A few weeks ago I was at ORD during serious weather delays, and people were behaving very poorly, screaming and shouting. It was absolute chaos, while the staff did what they could to control the situation. Ultimately, however, they could not control the weather.

It reminds of a time a few years ago when very bad weather resulted in flight cancellations all across North America. I arrived at MCO and United asked if I could rebook on a flight the next day. My options were to wait it out at the airport with a slim chance of flying out that night, or taking a flight the next day. I was able to rebook for the next day, they offered me a free night in a hotel, and off I went to get my luggage. At the luggage office, I asked for my suitcase back and the United employee thanked me for not being upset. She told me that she had been screamed at all day long - certainly not easy for someone to remain calm while travellers are venting on them all day.

Again, I cannot speak for what the OP encountered as none of us were there in the situation. When I read the post originally, my thought was 'yes, that's correct - if your bags are not on the carousel, you can wait, or retrieve them the next day'. That's it. There is no emotion involved in that statement, nor is there any required.

I fly United because 99.5% of my flights are unremarkable. That's it. They are not full of pixie dust or magic - simply unremarkable. That's all that I ask.

 

[bujuni]

Things do go wrong when travelling, but that is not exclusive to airline travel. How often is Amtrak on time? Things go wrong anywhere, including the grocery store, the bank, etc.

I used to get frustrated too while travelling, but I have learned to realize that I can't control everything.

I do agree that things can go wrong at any given time with life. But that should not be the norm. If something does go wrong, and that something can be rectified, then it should be done as soon as possible. If not for that time then hopefully the next time. Hopefully, some lesson is learned and can be avoided if trully is avoidable in the future.

What is wrong with expecting that your flight be on-time, your baggage claimed in a short period of time(less than an hour) and treated with respect.

I do agree that the OP 's situation as far as delayed baggage is not such a big deal, but the supervisor's response and his reaction is not acceptable. Even though the OP's husband was wrong with his verbal choice, two wrongs don't make it right. I think a simple apology from both sides should take care of this problem. But this thread has given me enough reason not to fly AirTran.

I just hope that Jet Blue start flying out of BWI.

 

[bavaria]

I do agree that things can go wrong at any given time with life. But that should not be the norm. If something does go wrong, and that something can be rectified, then it should be done as soon as possible. If not for that time then hopefully the next time. Hopefully, some lesson is learned and can be avoided if trully is avoidable in the future.

.

Things going wrong are certainly not the norm in my experience with my air travel. Other than the supervisor's reaction, I still don't see where 'things went wrong' on the OP's post.

And BTW, I too choose not to fly Airtran - we make our own choices and hopefully they are the ones which best meet our needs.

 

[disneydaveb]

It's too bad you feel that I have been condescending. Perhaps you do not understand what this word means, as I have been anything but.

Condescending
Synonyms: haughty, disdainful, pompous, arrogant, demeaning, belittling....No, I think I got it right

No one forces anyone to post here or anywhere else. If anonymous message boards upset you so much, why not take a break?

These boards don't get me upset, but I have to shake my head at comments like this:

I suggest that you just let this incident go. You are not entitled to any compensation.

How do you know? What makes you so sure? What authorization do you have to make these decisions for the airline? Maybe the airline would want to know if their employees are exhibiting this type of behavior.
At the very least, they may get an apology.
Maybe more complaints will cause them to re-evaluate their customer service training.

 

[bujuni]

Have a nice day everyone!

 

[Stitch1404]

I was on a Northwest flight 2 weeks ago where a guy made a mad dash for the bathroom shortly after takeoff and didn't make it, ended up spraying 3 rows of people. Everyone wanted to know why didn't he use the little bag in the seatback?

The flight attendent's job is to ensure passenger's safety. If the plane was in turbulance and the seatbelt sign was on, it wasn't safe for you to dash to the bathroom no matter the circumstances. Not only could you and your daughter get hurt, but you could fall on others.

In retrospect yes, I should have handed her the bag. But when my kid said "I'm going to be sick" it was pretty much just a reflex to rush her to the bathroom. We were standing practically outside the lavatory door and the flight attendant was blocking it. Had she just moved this would have been a non-issue. We had already made the bad decision to get up and I admit that but she only made it worse by not moving. Hey, it was her decision and she was the one who had to clean it up!

 

[JonetteA]

Yes, we checked our flight and it was considered ontime.