Irritating Airtran experience in Indianapolis

[kaytieeldr]

Also, the OP said he/she waited 45 minutes, not an hour.

In fairness, she said one party took 45 minutes to check in, but that she herself had to wait an hour in that line before she finally reached the counter. Yes, in hindsight, there are things that could have been done. Someone from AirTran could have noticed there was a problem and redistributed personnel. Someone from the line could have approached an employee and suggested it. Passengers could have explored the availability of curbside check-in. Heck, reading this thread - I might have even called AirTran and asked what they could do about restaffing the location while I was in line.

As I noted above, I am a family physician. I expect that my scheduling clerk to know that a pap exam takes longer than seeing a 6yo for a sore throat.

Great, but what does this have to do with airline check-in times? Nothing.

Well, you make an excellent point. The airline had NO way of knowing that a single group was going to tie up 50% of the CSRs available for baggage check. And airlines aren't like medical appointments - they can't be rescheduled if an outside force causes a delay.

 

[DopeyDame]

I feel I did nothing wrong. I did everything that I could have foreseen doing to be sure we got to the airport on time, other than to be blessed with clairvoyance

OP, I don't think you did anything wrong. You followed directions and were clearly at the airport at a reasonable time IMO. I think the people who say you were late when you were there over 90 minutes early are being overly cautious and critical.
That said... I don't see how Air Tran did anything wrong either. They staffed the counter a reasonable amount for flights they usually have. In an unfortunate twist of fate, you got behind people with lots of problems. There's no way you were to know that that would happen, but likewise no way Air Tran could have known. When you got to the gate late, they offered you a way to still get on the plane and still get your bags to Orlando.

It sounds like you had some bad luck. It happens, even with the best laid plans. The good news is, you got to WDW on time, and your bags showed up pretty quickly. All in all, a pretty good day.

 

[Nicole276]

Boy, we use the Indianapolis airport, and will actually be checking in for this same flight on Saturday. I can't say that I feel this is Airtrans fault, but I would think there would have been something they could have done to speed up the check in process. We usually get to the airport 90 min early for our flights out of there as well and have always had plenty of time to kill at the gate. Especially that early in the morning. So, I understand the OP's frustration with the timing of things. Hmmmm, guess maybe I should re-evaluate what time we will be getting there on Sat.

 

[Nicole276]

This just made me think... I know OP checked in online, pre-paid bags, etc.. to help make the transition go smoothly, but what good did that do? I have never used online check in, or prepaid for bags. I really like the self service kiosks and use those. So regardless if there were large groups in front of him, does it really do any good to check in online if you still have to go stand in line to check your bags. I could see how it would benefit those not checking bags. Im not pointing fingers, just something I have never done and it just made me think what the advantages there are for checking in online, etc.

 

[kaytieeldr]

Ordinarily it does a lot of good. This was a unique situation. Most of the time, it doesn't take 45 minutes of one agent's time to check in one party.

I still say, if the option exists even at a cost, use curbside check-in. I use JetBlue, and while they have only a small presence (so, short lines) in Las Vegas, it's worth it to me to pay $2 per bag to wait in a five minute, tops, line outside the terminal vs. not knowing if I'm going to make my flight waiting in the inside line.

 

[Lewisc]

Not necessarily. There may have been an unanticipated amount of pax arriving at once. The OP already mentioned a large group holding up the line. Also, the OP said he/she waited 45 minutes, not an hour.

The OP said they got on line at 5:30 and finished checking their bags at 6:30. That's an hour wait. She said it took the clerk 45 minutes to check one family.

Very few passengers show up at the airport without a reservation. The airline knew about how many passengers to expect.

45 minutes to check in. Either the clerk didn't know what he/she was doing or there was some issues and the clerk should have asked a supervisor for assistance. The only thing I can think of is either a bag was overweight and the passengers were trying to move stuff around (I would have thought the OP would have mentioned it) or the group was trying to negotiate fees for bags.

We arrive early at the airport, in part, because we're concerned about security lines. The TSA isn't under the control of the airlines. Airlines can have enough staff to accommodate their passengers on a timely basis.

I don't agree with most of the posters in this thread. An hour to check bags is poor service.

 

[sam_gordon]

Personally, if I'm checking bags, I like to do it curbside. I think my airport (smaller than Indianapolis') still offers it. I'm not sure.

I've got to admit I'm on the side of AirTran did nothing wrong. I also agree OP did nothing wrong. Look at both sides of the issue and ask what could have been done different.

For the OP, she(?) could have shown up earlier. But after making numerous trips out of the same airport, arriving 90 minutes beforehand with no issues before, it's not unreasonable to think the same thing would hold true on this trip. My only other suggestion would have been to clarified whether the carryons were 'gate checked' or done as checked baggage. My guess is 'gate checked', but no one here knows for sure.

For AirTran, the only issue I see was the counter staffing. Four employees, two to handle 'no bag' checkins and two to handle 'bag' checkins, right? Assuming the two 'no bag' employees were staying busy, why would they go over to check in 'baggage' travellers? Is it also possible the 'no bag' locations COULDN'T check bags (no printers for the luggage tags or something)?

OP, you point out your scheduler can't be held accountable if a patient doesn't disclose all appropriate information beforehand. But aren't you holding AirTran accountable for not knowing whatever problem was causing the group checkin delay? Yes, AirTran MIGHT know a large group was traveling together. They may/may not know about their baggage needs.

I think this was simply an unlucky set of circumstances.

 

[sam_gordon]

Very few passengers show up at the airport without a reservation. The airline knew about how many passengers to expect.

But they wouldn't know how many were checking bags. As you also point out in your post, it could be the part was trying to negotiate baggage fees. Or the party could have been originally scheduled to be split between the 7am & 8am flight and they're trying to all get on the 7am. My point is there was probably some issue that AirTran couldn't anticipate.

I don't agree with most of the posters in this thread. An hour to check bags is poor service.

OK. What should AirTran have done different?

 

[Lewisc]

But they wouldn't know how many were checking bags. As you also point out in your post, it could be the part was trying to negotiate baggage fees. Or the party could have been originally scheduled to be split between the 7am & 8am flight and they're trying to all get on the 7am. My point is there was probably some issue that AirTran couldn't anticipate.

OK. What should AirTran have done different?

Had a supervisor deal with the large group. Open up another line, using a supervisor. Have one of the clerks handling passengers without luggage handle some passengers with luggage. I'm not sure what the problem was with the group. They were negotiating fees? Tell them to pay or get off the line. One of the bags was overweight? Tell them either pay for an overweight bag or get off the line. Redistribute their stuff then get back on the line. They wanted to change their seats? Tell them to do it at the gate. One of the group didn't have ID? Tell to step aside. Handle other passengers. When the passengers all had their IDs out handle them next.

How long does it normally take to check a bag? Maybe 5 minutes. Once it got to be 10 minutes Airtran should have taken action.

A couple of posters suggested using the skycap outside the terminal. I would have had someone look outside and see how long the line was. To be fair passengers shouldn't have the choice of having to tip or wait in an excessive line. The OP was at the Indy airport at 5:30a on 12/19. Temperature was probably around 20. They were going to Florida. I don't know if they had gloves and winter coats nor do I know if the skycap area has any kind of heat. Given the choice between waiting 10 minutes in the cold (or heat at Las Vegas) or 20 minutes inside I'll go inside.

It's poor customer service to make passengers wait an hour to check bags.

 

[azdizzymom]

I fly out of the Indy airport.

Why hasn't someone notice THIS WAS THE SATURDAY BEFORE CHRISTMAS!!! Busy Busy Busy travel time. First day of Christmas vacation for so many people and a SATURDAY to add to it! Makes common sense to arrive at least 2 hours before on a Saturday during holiday travel time so if there are issues like this then you have the padding. Airtran did nothing wrong....OP did by not arriving early. This was also when talk was of the longer security lines with new scanners, etc get there even earlier. It is better to have time to wait than to rush rush rush and have this situation. Indy airport is hit or miss...busy at times and not busy. We flew out in June to PHX. Arrived at airport 2.5 hours before flight...no one in line. Find out flight canceled and CSR rep works with us to fly us out of Cincinnati...takes 10 minutes. Turn around HUGE line and this is right at 6AM. Thankfully arriving early allowed us to get on flight out of other airport (couldn't fly out of IND till the next day due to booked flights).

Long story short give yourself plenty of time at airport....better to have extra than not enough.

 

[crashbb]

This just made me think... I know OP checked in online, pre-paid bags, etc.. to help make the transition go smoothly, but what good did that do? I have never used online check in, or prepaid for bags. I really like the self service kiosks and use those. So regardless if there were large groups in front of him, does it really do any good to check in online if you still have to go stand in line to check your bags. I could see how it would benefit those not checking bags. Im not pointing fingers, just something I have never done and it just made me think what the advantages there are for checking in online, etc.

Depends on the airline. The airline I fly (a Canadian airline) has a special line for those that have checked in, but need to drop off bags. In theory, it goes much faster than the regular check-in line, since all they need to do is tag the bags (and take them, if you aren't flying to the US).

 

[Lewisc]

Far too many apologists for Airtran in this thread. Didn't Airtran know it was the Saturday before Christmas? Didn't Airtran know how booked their flights were? Airtan needed more staffing and/or a better way to handle groups with "issues"

According to SWs website the suggested arrival time at Indy is an hour before your flight. Airtran suggests arriving 60 minutes before your flight. The OP was at the airport 1.5 hours before their flight.

The OP made their flight. Not the end of the world. Doesn't change the fact that Airtran had customer service issues that day.

PP made a good point. Other airlines have an express "bag drop" line for passengers who prepay.

I fly out of the Indy airport.

Why hasn't someone notice THIS WAS THE SATURDAY BEFORE CHRISTMAS!!! Busy Busy Busy travel time. First day of Christmas vacation for so many people and a SATURDAY to add to it! Makes common sense to arrive at least 2 hours before on a Saturday during holiday travel time so if there are issues like this then you have the padding. Airtran did nothing wrong....OP did by not arriving early. This was also when talk was of the longer security lines with new scanners, etc get there even earlier. It is better to have time to wait than to rush rush rush and have this situation. Indy airport is hit or miss...busy at times and not busy. We flew out in June to PHX. Arrived at airport 2.5 hours before flight...no one in line. Find out flight canceled and CSR rep works with us to fly us out of Cincinnati...takes 10 minutes. Turn around HUGE line and this is right at 6AM. Thankfully arriving early allowed us to get on flight out of other airport (couldn't fly out of IND till the next day due to booked flights).

Long story short give yourself plenty of time at airport....better to have extra than not enough.

 

[sam_gordon]

Had a supervisor deal with the large group. Open up another line, using a supervisor. Have one of the clerks handling passengers without luggage handle some passengers with luggage. I'm not sure what the problem was with the group. They were negotiating fees? Tell them to pay or get off the line. One of the bags was overweight? Tell them either pay for an overweight bag or get off the line. Redistribute their stuff then get back on the line. They wanted to change their seats? Tell them to do it at the gate. One of the group didn't have ID? Tell to step aside. Handle other passengers. When the passengers all had their IDs out handle them next.

I'm not familiar with the Indy airport. I don't know if any of these solutions are even possible. Do we know for sure whether a supervisor wasn't already working with the group? Are there extra check in terminals that could have been used? Could the supervisor have already been working on another problem?

The OP also said it took two minutes to check their party in. Depending on how large this group was, that timing could work (a group of 20 @ 2minutes each would be 40 minutes). A group of 15 @ 3 minutes each would be 45 minutes.

I still say it was a "perfect storm". OP already said she's flown out of the same airport over a hundred times with no issue.

 

[kaytieeldr]

Depends on the airline. The airline I fly (a Canadian airline) has a special line for those that have checked in, but need to drop off bags. In theory, it goes much faster than the regular check-in line, since all they need to do is tag the bags (and take them, if you aren't flying to the US).

Frankly, it surprises me that AirTran has or expects so many of its passengers to be flying without checked luggage yet needing to check in at the front counter, that they'd staff the lines 50/50.

 

[maxiesmom]

Far too many apologists for Airtran in this thread. Didn't Airtran know it was the Saturday before Christmas? Didn't Airtran know how booked their flights were? Airtan needed more staffing and/or a better way to handle groups with "issues"

According to SWs website the suggested arrival time at Indy is an hour before your flight. Airtran suggests arriving 60 minutes before your flight.

Actually Airtran suggests 90 minutes before your flight.http://www.airtran.com/policies/checkin_information.aspx

They want you checked in 60 minutes prior.

Showing up right at that suggested time, especially during a busy time of year, is simply not the best thing to do. The OP didn't allow any time for any problems that might pop up, and it bit her.

There is no way for Airtran to know a large group of people would show up with a bunch of luggage, and who know what other problems. You cannot staff for issue that may arise, unless you don't mind them overstaffing all of the time. Which would make the cost of a ticket skyrocket.

Airtran had a line. The OP states it happens all of the time. Knowing that they should have concluded that they might need a bit of extra time, especially traveling during the Christmas season.

The only thing Airtran should have done was to go thru the lines and see if anyone was in danger of missing their flight. The OP wasn't and didn't. And I'm sorry but it seems rather silly that they are on here complaining when nothing actually went wrong. They made their flight. They got their luggage. In the grand scheme of things they had a decent flying experiences. Just a bit rushed is all.

 

[DopeyDame]

Depends on the airline. The airline I fly (a Canadian airline) has a special line for those that have checked in, but need to drop off bags. In theory, it goes much faster than the regular check-in line, since all they need to do is tag the bags (and take them, if you aren't flying to the US).

At BWI at least, Air Tran has a special line for that as well. There are three lines - Business Class, Checkin with bags, and then Bag drop off for online check in. (Around the corner are stand alone computers for people without bags.) I have no idea how it's handled in Indianapolis.

 

[sam_gordon]

Frankly, it surprises me that AirTran has or expects so many of its passengers to be flying without checked luggage yet needing to check in at the front counter, that they'd staff the lines 50/50.

I thought that too. Maybe AirTran knows from past experience that 75% of passengers do carry on only and only 25% check luggage. On OP's flight, maybe (thanks to the large group) those numbers were reversed.

I'm still interested in knowing how busy the "no bag" lines & employees were.

 

[azdizzymom]

Far too many apologists for Airtran in this thread. Didn't Airtran know it was the Saturday before Christmas? Didn't Airtran know how booked their flights were? Airtan needed more staffing and/or a better way to handle groups with "issues"

According to SWs website the suggested arrival time at Indy is an hour before your flight. Airtran suggests arriving 60 minutes before your flight. The OP was at the airport 1.5 hours before their flight.

The OP made their flight. Not the end of the world. Doesn't change the fact that Airtran had customer service issues that day.

PP made a good point. Other airlines have an express "bag drop" line for passengers who prepay.

If you want to arrive at ANY airport one hour prior to a flight go for it! If that is what SW tells the passengers that fly their airline out of INDY that is major issue for the 'almighty highly worshiped airline'. I refuse to fly SW but that is my right and we all will fly certain airlines and not others. What I know as a leisure traveler who flies 1-2 times a year max is to get to the airport in plenty of time. Any airline who recommends arrival at ANY airport 1 hour prior to flight is just plain irresponsible. The airlines don't know how long the lines are going to be for security. It is just plain STUPID for an airline to recommend 1 hour before. INDY is NOT some 'hick' airport. It is a good sized airport with all the major carriers. I believe there are either one or two terminal wings (I actually have only flown into the new terminal once since my flight was canceled on the outbound). I can guarantee that the news in INDY was all about the new security procedures and the longer lines at the airport. Talk about overbooked and full flights was all over the news here and in the papers just like on the national news. Flights are full, security lines miserable, airline employees overworked and then you have airlines giving horrid information about arriving 1 hour or even 1.5 hours before flight. I think even Airtran is off on time. I wasn't defending Airtran...think it was OP's own fault they got in the pickle. Airtran should say 2 hours and Southwest is just plain asking for trouble telling people 1 hour before a flight at ANY airport...especially INDY.

People should realize that flying on weekend, during a holiday season, during a time when there are new security procedures there are going to be LOTS of people and hectic lines. Arriving 1.5 hours or 1 hour prior to a flight just won't cut it!!!! We will continue to arrive 2 hours or more prior to flight! Better safe than sorry and just plain common sense.

 

[maxiesmom]

If you want to arrive at ANY airport one hour prior to a flight go for it! If that is what SW tells the passengers that fly their airline out of INDY that is major issue for the 'almighty highly worshiped airline'. I refuse to fly SW but that is my right and we all will fly certain airlines and not others. What I know as a leisure traveler who flies 1-2 times a year max is to get to the airport in plenty of time. Any airline who recommends arrival at ANY airport 1 hour prior to flight is just plain irresponsible.

I just popped over to look at SouthWest's info. And while they do state that you should arrive at the airport one hour before your flight, they also state that that is approximate can can vary based on things like weather, holidays, and busy travel periods.

Though in general I agree with you. I would never show up at my local airport an hour before my flight. Even though my home airport is rather small, that would just leave you absolutely no wiggle room.

 

[kaytieeldr]

Yup. I showed up at my local airport once a little more than an hour before my flight - bus schedule changed, bus driver wasn't just heeding the speed limit, he was setting new records for undercutting it ... short line to check in, but I need a wheelchair to get to the gate. Somebody brought the chair - but then nobody showed up to take me to the gate.

Finally, with about twenty minutes until flight time, a Delta manager took over. We headed through the 'fast' line - and sure enough, I set off the metal detector! Now, a redcap had finally arrived, but I still had to be screened. The TSA person started to explain what she was going to do, and I very nicely said, "I don't care, you just do it, my flight leaves in seventeen minutes!".

We still had to navigate two elevators, a lonnnnnnng walkway, and the airside terminal - and naturally my flight was at the farthest gate. We get to the terminal, it's empty, except I can see two women standing at the jetway for my gate. I start waving wildly and yelling (discreetly, of course ), "I'm coming". One asked if I was [me]. They'd held the plane! I didn't ask, but apparently because me being late to the gate wasn't my fault?