Problems with Song Airlines

[frayedend]

I don't know if anyone is running into this since Delta went bankrupt but here is what is happening to us...

I got an automated phone call saying that my flight times had been changed. It was only 1/2 hour at most, so no big deal. Well a few weeks later, Song called to tell me that my flight was overbooked and they wanted me to switch to an earlier flight with a stop over. I told them I wasn't interested and to call other people. Since we booked a long time ago I said that I was sure others that booked after me should have to move first. The woman got nasty with me and stated that I could be bumped from my flight if I didn't change. I got really mad since leaving an hour earlier would mean getting to Logan Airport at 5 AM with my 2 young children, and I booked non-stop because my kids may be difficult flying. She then told me how much better off I was because the new flights will be on Delta and not Song! Well, Delta may be more expensive but they don't have television on the seat backs. The tv is a saving grace with kids on a flight. So I basically hung up and told her I wasn't interested in changing. I then called reservations to confirm my flight was okay. The new woman was very nice. She confirmed my reservations but informed me that my flight numbers were wrong, due to the change in time. Well, they never sent me anything with new flight numbers and I was kind of mad since I had to give Disney the info to have my luggage sent. So now I realize that they cancelled my flight and put me on another flight. Because they combined the flights they were overbooked! Anyhow, I'm a bit worried. Next time I'll go on Jet Blue.

 

[dreamscometrue47]

My SONG flights have changed a few times since I booked them. Once it was the flight # on our return; they combined 2 flights. Another time our flight down out of Logan was changed to 30 minutes earlier (fine with me; I'll be with the Mouse 30 minutes earlier!). I know that something else changed another time, but it wasn't anything like switching to a flight with a stop. I also have non-stop flights as my mom is 79 and it's just so much easier for her getting on and off only once.

We used Song because of frequent flyer miles, otherwise I also probably would have gone with jetblue. Good Luck!!

 

[frayedend]

We only went with Song because we had a voucher also because last time we were at Logan an hour early and then security held us up for so long that we missed the flight. We made it to the gate in time, but they let the flight go 10 minutes early. The kicker was that the plane was sitting 20 feet from the gate for another half hour while we sat and looked at it. I think they gave our seats to standby passengers because we weren't 15 minutes early and then rushed to get it out of the gate because they knew we were coming (security called the gate and told them we were on our way).

Definitely jet blue next time...

 

[kjp1026]

We just came back from Disney World last night and had a pretty terrible experience with Song. On the day we were leaving, I tried to check online to make sure the flight was on time, only to find out that the flight I had booked didn't exist! IN a panic, I called Song and they informed me that yes indeed, our flight had been "rescheduled" and was changed from 5pm to 2:30pm. It was after 1pm when I called and there was no way we would have been able to make that flight. Different members of the family had rearranged their schedules around the flight and were coming from different parts of the state to meet at the airport. They ended up switching us to a 9pm flight, getting us to Orlando after midnight. Our return flight was also changed.
What outraged me so much was that I NEVER received a phone call or an email informing me of the change. How can they do that?! One person I talked to on the phone said the flight had just been rescheduled that day. Another person told me it had been changed weeks before. It wasn't until I waited over 20 minutes to talk to a supervisor that I got the remotest hint of an apology. Also, the flight attendants on the way home last night were very rude. After flying Song many times in the past and recommending the airline to friends and family, I was extremely disappointed by our experience and I have to say I will not be flying them again. JetBlue it will be from now on!

 

[isyt]

I have flown Song a few times and enjoyed them. I am upset that they are being phased out but now Jet Blue in in Newark and it seems that Continental will finally have some real competition.

 

[betsy-boop]

We have had our flight times changed once so far for our fligths in Feb. The flight down was originally at 5pm on a Thursday, so we'd only have to take a 1/2 day out of work, but they got changed to 2pm, so we'll pretty much have to take the whole day off, which is annoying. I've flown Song a few times and really liked it- the leater seats are so much more comfortable, plus the individual tv screens are nice. I wouldn't call it a step down from regular Delta flights- it anything, it's a step up in my book! I specifically took this flight and paid a little more because it was direct- I'd be so mad if they tried to book me on a flight with a layover! I guess I'll have to make sure to call and confirm our flights a day or 2 in advance just to make sure eerything is still all set and nothing has changed. Good grief.

 

[frayedend]

Hopefully those of us who still have to fly Song will be okay. It seems clear that with the downfall of Delta, so goes Song. The thing is, that bad service is not going to help delta emerge from bankruptcy. I think I should maybe buy some stock in Jet Blue

 

[bicker]

Someday, when JetBlue grows up, it'll suffer from similar problems as today's mature airlines.

This is all a reflection of our incessant drive towards getting the lowest fare. It's unfortunately reflected in our getting the lowest service, too.

 

[ton80]

I MUST BE THE LUCKY ONE AS I HAVE NEVER HAD A PROBLEM W/SONG
OUR LAST TRIP 11-13 THRU 11-19 OUR ORIGINAL FLIGHT LEAVING LOGAN
WAS SCHEDULED AT 8:50 A.M. BUT WE BOOKED 6 MOS PRIOR TO NOV AND
SONG ADDED ANOTHER FLIGHT SO TYHEY BUMPED OUR FLIGHT TO A VERY
EARLY DEPARTURE TIME OF 7;05 A.M. BUT WITH A 3YR OLD I THOUGH IT
MIGHT HAVE BEEN DIFFICULT BUT IT WAS GREAT SON SLETP FOR OVER 1
OVER ON THE 2 1/2 HOUR FLIGHT DOWN TO MCO AND WE ARRIVED AT 10:30 A.M. AND WE WERE CHECKED INTO OUR ROOM AT SSR BY 12:30 P.M AND HAD
THE WHOLE DAY AHEAD OF US.


DIXIE LANDINGS 9/98 HONEYMOON
ALL STAR 9/99
OFF SITE 05/01
BWV 11/04
AKL 03/05
SSR 11/05 1ST TRIP AS DVC OWNER'S
BCV HOPEFULLY 11/06

 

[Lewisc]

Greyhound charges over $200 R/T for bus service from the NE to Orlando. People on these boards think this is much too high for airfare.

We are "demanding" airfare far below the price in which we can expect any extras. Airlines are even considering charging for soft drinks and pretzels.

Passengers prefer bad service with rock bottom fares over great service with high fares. As an example AA had more legroom in their coach seats but added extra seats when they found out passengers weren't will to pay any extra.

Someday, when JetBlue grows up, it'll suffer from similar problems as today's mature airlines.

This is all a reflection of our incessant drive towards getting the lowest fare. It's unfortunately reflected in our getting the lowest service, too.

 

[goofy4tink]

Well, I've flown Delta/Song many times now. I've always been so happy with them that I tell everyone to fly Song. But, after my latest fiasco, I'm not so sure. I booked my roundtrip with Song...leaving on 11/30 at 10:00 in the morning and returning to Boston on 12/4 at 5:00. Worked really well for me. But, of course...they started messing with the flight times. They moved the flight from 5 to 7...no way was I asking my family to drive into Logan on a schoolnight at 10:00!!! So, I added a night in WDW...booked a 7 a.m. flight out. Then, noticed that JetBlue had some fantastic fares being offered and at the right times...even better than I had with Song. So, I booked JetBlue, got Song vouchers. But had to change back to Song for my flight down since I changed it to the 29th and JetBlue didn't have the flight time I had to have in order to meet my ds.
So, Song was fine. But I have to say that after flying JetBlue I'm not going to be so set on flying Song. I understand that JetBlue doesn't make all those nasty flight changes since they don't book nearly as far out. And for me, that's really important. I pick a time because that's when I need to fly. I hate having to contantly check and double check on Delta/Song to see what changes have been made.
Looks like more JetBlue is in my future.

 

[frayedend]

Greyhound charges over $200 R/T for bus service from the NE to Orlando. People on these boards think this is much too high for airfare.

We are "demanding" airfare far below the price in which we can expect any extras. Airlines are even considering charging for soft drinks and pretzels.

Passengers prefer bad service with rock bottom fares over great service with high fares. As an example AA had more legroom in their coach seats but added extra seats when they found out passengers weren't will to pay any extra.

For people on a budget I don't demand any extras. I can bring my own snacks. What I demand is that if I book a flight, and have my seats then I want to leave when I booked on the flight I booked. If they can't provide that then they should not take the reservation. They know how to take the reservation, they just don't know how to keep the reservation. And keeping the reservation is really what is key isn't it? Now, shouldn't I be asking Song for $25 per person for the change that they made? After all, if I want to change my flight time then they charge me that fee.

 

[bicker]

I think you misunderstand what it is you're reserving when you reserve a flight. Times and seat assignments are not any part of what you're reserving. Those aspects of your arrangements are courtesies, not committments. When you book an airline flight, you are booking passage from one city to another, on a specific date. Nothing more.

 

[goofy4tink]

I think you misunderstand what it is you're reserving when you reserve a flight. Times and seat assignments are not any part of what you're reserving. Those aspects of your arrangements are courtesies, not committments. When you book an airline flight, you are booking passage from one city to another, on a specific date. Nothing more.

And that's the issue in a nutshell. Most people when they book airfare, are booking a specific time/flight/seat. Why do they think this? Maybe it's because they choose which flight they want at a time that fits their needs. Once they have booked that, they are told to choose their seats. Then, the airline will send them an email itinerary. Can't imagine why people would think they have booked a specific flight with a specific seat. I don't imagine that most people really read all that very small print that tells us that so and so airline reserves the right to change the flight time or even cancel it.
This is the dilemna I'm having at the moment. I have basically loved flying Song. But, as I said in an earlier post, I flew JetBlue yesterday back to Boston from MCO (or OIA). I liked JetBlue and will fly them again. But, I love being able to book asap in order to get decent fares and I can do that with Song, but then have to keep checking to see what changes they make over the next 11 months. With JetBlue I won't be able to book air for my Oct for quite awhile yet and that makes me nervous. Silly? Yes but that's my mindset and I guess I have to change it. If the airlines could just make a basic schedule and stick pretty close to it, things would be fine. Maybe it's worth it to pay a bit extra and know that your flight won't have any serious changes.

 

[seashoreCM]

I . Well a few weeks later, Song called to tell me that my flight was overbooked and they wanted me to switch to an earlier flight with a stop over. The woman got nasty with me and stated that I could be bumped from my flight if I didn't change. e.

Trying to brainwash you with all the obnoxious high pressure used by car rental agents trying to sell you insurance.

Just say no.

So long as it is the same flight number the airline cannot bump you without paying compensation when you show up at the airport gate on time.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

If you want to you can propose compensation to you at the time of a phone call of this kind, which sometimes happens at 2 AM.

could be bumped from [my] flight

Note that this part is a sentence that is always true for all airlines.

 

[magsmom]

I have posted many times about the differences between Song and SWA. On the 12th (trip back) will be our last trip with Song - we have had changes in flights, times, prices that have not been reimbursed (I know, but we booked months in advance), etc. BAD CUSTOMER SERVICE, IMO.

In comparison, we have had no issues with SWA - in fact, our trip down with them is tomorrow and I would prefer that our trip back were the same. Quicker to get rapid rewards, too.

I have to worry about this on our trip back next week - I have never, ever had this issue with SWA.

 

[bicker]

I don't imagine that most people really read all that very small print that tells us that so and so airline reserves the right to change the flight time or even cancel it.

Another public service provided by the DIS!

Understand that this is a money issue. To guarantee times or seats would result in significantly higher fares, which customers do not want. There terms of the contract domestic airlines offer the public are a reflection of financial reality, especially in a grossly competitive, deregulated market. Even with all the flexibility offered by the contract, many airlines cannot cover their costs.

If the airlines could just make a basic schedule and stick pretty close to it, things would be fine.

If the flying public was more consistent in its habits that would be possible. Unfortunately, people lose jobs, and decide not to fly. Companies lose money, and decide to cut back on business travel. And so on. These realities make what you're suggesting impracticable.

 

[goofy4tink]

I'm not so sure bicker....if this is really the case, then why is it that SW and JetBlue can manage without all the 'drama'?? Sure, you have to wait longer to book, and they do seem to have fewer lower fares, but there are a lot of happy people flying those two airlines. And it looks to be a growing list. Right here, you have a previously very happy Song customer who is looking into flying with JetBlue a lot more, even if I do have to wait longer to book. Even if it costs me $50 more a ticket.
I don't know, I just think that Delta/Song could have done things differently. It almost reeks of the old bait and switch routine....sure, you can book a flight at 5:00 pm from Orlando to Boston for $80 and choose your most desired seat (says Song).....Oh, but wait.....aw gee, we seem to have that flight way overbooked now, we'll be moving it to 7:00....Oops, sorry, but that flight is now overbooked, we need you to go out on the 2:30 flight, okay?? That was my scenario for my return. I canceled and booked JetBlue. Why in heavens' name do they feel the need to change a very full flight, then try to merge it with another pretty full flight, and then frustrate their customers when they have to bump them???? They have to have better organizational skills than that......seems they just don't care anymore. SW and JetBlue are looking better and better.

 

[bicker]

I'm not so sure bicker....if this is really the case, then why is it that SW and JetBlue can manage without all the 'drama'??

Southwest doesn't even provide seat assignments, and neither Southwest nor JetBlue let you book against forecast flight schedules -- they only let you book against their final flight schedules. The major airlines rarely, if ever, change flight times or aircraft once their own final flight schedules are released. So if you want to avoid this "drama" with the major airlines, just wait to book your flight until the final flight schedule is released, which is not-coincidently about the same time you can start booking flights on Southwest and JetBlue.

Sure, you have to wait longer to book, and they do seem to have fewer lower fares, but there are a lot of happy people flying those two airlines.

Both those airlines benefit from having lower cost-loads. That will change as the two airlines age. At the same time, the major airlines will have to "turn into Southwest" in order to meet Southwest and JetBlue half-way.

Of course, the legacy carriers have an additional burden: The general public is generally uncooperative when a company, like Delta, start stripping its service down -- how would you react if Delta stops offering seat assignments?

And that isn't to say that they'll successfully "turn-into Southwest". Many experts believe in order for these carriers to be driven to do so the federal judiciary will have to allow one or two of the carriers to cease operations, leaving tens of thousands of Americans out of work, leaving dozens of small cities without air service, and leaving thousands of passengers holding worthless tickets. That would be the minimum necessary incentive for the rest to become true low-cost carriers, what the flying public wants.

 

[frayedend]

So if you want to avoid this "drama" with the major airlines, just wait to book your flight until the final flight schedule is released, which is not-coincidently about the same time you can start booking flights on Southwest and Je

All I can say is I wasn't aware that my flight wasn't the final schedule. I booked at the airport because that was the only way I could use my voucher. The rep did not mention anything about flights being able to change. So maybe it is in the fine print, but I wouldn't have even had the fine print until my credit card was charged and she gave me all the paperwork. Maybe if this is the way they do business then they should only offer something like this... "You are now booked for a discount flight from Boston to Orlando that will leave sometime between 5 AM and 2 PM. Your final itinerary will be given to you less than one month before your flight" In a case like that I agree to take the risk with certain guarantees in order to get a low fair. Then I would have to pay higher to guarantee a specific flight.

I don't think the excuse that because I want a low fair I have to excuse crappy customer service and unplanned changes is legitimate. Heck, if you sold a flight on ebay for a certain time and seat, then changed it Ebay would close your account and you would never be able to sell anything because you are selling something fraudulently (sp?)