Trouble with AirTran... (Update on Pg # 4, Post # 52)

*Wish*Upon*A*Star*

Mommy of an Angel
Joined
Feb 11, 2001
Messages
490
I'm just about to shoot off this e-mail to AirTran and I wanted to run it by you guys first... Any advice? Anything I should change? (The story is self-explanatory in the e-mail...)

Thanks so much!

We are writing to express our dissatisfaction with the service we received from your airline.

On May 19th, 2006, we flew non-stop from Rochester to Orlando. We flew on AirTran flight number 585 from ROC to MCO, itinerary HT61ED. The flight was uneventful, departing and landing on time. We were pleased with the flight itself as well as the flight attendants and their service. Once landed, we proceeded to the baggage claim where we found three (out of four) of our bags. One bag was missing, which was very ironic considering the flight was NON-STOP. We joked that someone opened up the cargo area of the plane and accidentally dropped our suitcase out of the plane! Eventually, our missing bag was found and sent to our hotel at no additional cost to us. We received the suitcase approximately four hours after we checked into the hotel, which we thought was adequate time for delivery.

On May 27th, 2006, we were scheduled to fly from Orlando to Atlanta, with a connecting flight in Atlanta, flying from Atlanta to Rochester. The first flight was AirTran flight number 832 from MCO to ATL, itinerary HT61ED. We left Orlando about fifteen minutes late, but flight time (according to the pilot) was supposed to be one hour and nine minutes, and the scheduled time was 7:00pm to 8:30pm, so we had plenty of time to spare. Our connecting flight (flight number 596) was scheduled to depart at 9:05pm, leaving us with approximately thirty-five minutes to transfer planes.

During flight number 832, we experienced some rain while in the air and, according to the pilot, we were not cleared for landing so we circled the airport for approximately fifteen minutes. A quick glance at our watch and we noted that we still had adequate time to make our connecting flight. Our watch read 8:32pm when the plane touched the ground.

Once on the ground, we sat on the tarmac for forty-five minutes. According to the pilot, we couldn't find a "parking spot" for the plane. The plane that was in our gate was a "terminator" and, according to our pilot, AirTran was trying to find a mechanic to move the plane. Apparently one could not be found in a sufficient amount of time.

When we de-boarded the plane, we asked an attendant (directly outside the gate) if the flight to Rochester had departed (we were hoping there was a weather-related delay). He informed us that the flight had not left and that we should run to the gate. My husband, five month old baby, and I quite literally ran to the gate only to find a completely empty gate. Our flight had, indeed, left on time and now we were stranded.

We were instructed to wait in a long line at a counter in the concourse. After waiting for a while we were then sent to another counter to wait in another long line.

At this point we were told by an AirTran representative that there were no more AirTran flights into Rochester that evening and that we would be booked onto flight number 584, which departed Atlanta the next morning, at 9:10am. She then gave us a brochure with a 1-800 number on it. She said that we could call the 1-800 number for a discounted room in the Atlanta area, but that room availability could not be guaranteed, nor would we be provided transportation to and from the hotel. We were amazed, disappointed, and angry. We were told that there was nothing the airline could or would do other than put us on the 9:10am flight. She stated that it was "weather-related," that she "didn't make the rain come down" and that the airline was not responsible. It felt like AirTran did not care at all about the passengers and the inconvenience we were put through. They only offered us boarding passes on the 9:10am flight.

I stepped out of line and called 1-800-AIRTRAN while my husband spoke with the representative face-to-face. After waiting on hold for at least ten minutes, I spoke with a very polite customer service rep who said that it was the airport's problem and there was nothing she could do for me.

When my husband asked about compensation, she gave us a $10.00 meal voucher. We were tired, hungry, disappointed, and angry. After my husband explained to her that we had a five month old baby (by this time it was well after 10:00pm) and we refused to pay for a hotel room and/or sleep in the Atlanta airport, she typed on her computer and eventually told him that "I booked a complimentary room for you."

We caught the shuttle to the hotel (after having to ask at least four different people for directions to the shuttle seeing as how the AirTran customer service representative couldn't tell us how to get to it). When we finally checked in to the hotel (well after 11:00pm with an exhausted and cranky five month old baby), we were told by the hotel representative that AirTran had indeed booked a room for us, but that we were responsible for payment. Feeling as if we had no choice, we handed over our credit card and paid for the room.

Once in the room, I called 1-800-AIRTRAN, hoping to speak with a customer service representative and waited on hold for over twenty minutes. After twenty minutes, I finally gave up and tried to get a little rest before waking up the next morning (hungry, angry and tired) for our flight.

We would like to note, also, that this is not the first time we've had problems with AirTran. In January of 2005, we flew with AirTran and ended up waiting in the Orlando airport for over fifteen hours due to a missed flight that was the fault of AirTran. The customer service we received, however, during that ordeal was excellent. We received meal vouchers for our time at the airport as well as one free round-trip ticket per person. Why is it that this time we have received such sub-par customer service? As a A+ Rewards Member, it is touted that rewards members are entitled to above-average service. We certainly don't feel that way in this instance.

We are outraged that we had been lied to and we feel that the airline could not care in the least about our inconvenience and dissatisfaction. We cannot help but feel that much of this ordeal could have been mitigated with proper management and communication.

As we now contemplate future travel plans we are left with a very bad taste in our mouths from our last fiasco on AirTran.

We read ads on the internet for AirTran that boast of great service. It makes us laugh, it makes us angry, it makes us remember the terrible ordeal we were put through. We are simply amazed at the poor customer service we received.

We hope your airline will use this e-mail to improve your processes, communicaton, and customer service. We expected more from your airline and have been disappointed in what we received. We would certainly appreciate further compensation (such as free round trip tickets, which was what we received the last time we had problems with your airline) as we feel the weather was not the cause of our delay, the cause was the gate not being open for us to "park" the plane.

We can be contacted at (XXX) XXX-XXXX or via e-mail at any time. We look forward to your immediate response.

Regretfully,

Marsha
Alexander
 
WOW! What a rough return trip you had; I hope your days at WDW were better!

As for your email, I certainly would complain about your whole ordeal, however, I would not be asking for free round-trip tickets. You've told them that you now have a bad taste in your mouth for the airline after this fiasco so asking for free tickets so you can fly with them again just seems a little contradictory. What I would be asking for is reimbursement for your hotel stay since you were told it was "complimentary".

Hope your next vacation is much better! :wizard:
 
Good tip!

Thanks so much.

Actually, our WDW portion of the trip was fantastic - we didn't want to leave! (We wanted to extend our trip (in WDW) not Atlanta!) LOL)
 
HunnyPots said:
WOW! What a rough return trip you had; I hope your days at WDW were better!

As for your email, I certainly would complain about your whole ordeal, however, I would not be asking for free round-trip tickets. You've told them that you now have a bad taste in your mouth for the airline after this fiasco so asking for free tickets so you can fly with them again just seems a little contradictory. What I would be asking for is reimbursement for your hotel stay since you were told it was "complimentary".

Hope your next vacation is much better! :wizard:

I would rewrite this. It is too long.



Here are some suggestions:

Address the letter to a person with some real authority -- someone who can fix the problem. This is usually the head of customer service, or a top officer such as the President of the company.


If you are getting this information from the Internet, then you must be able to type! Type your letter.


State the problem clearly. Be brief. Do not rant and rave (even if you are feeling that way!) Be businesslike and objective. Companies get lots of letters from "crackpots," and such letters usually do not get anywhere.


State what you want. Do you want a refund? Do you just want an apology?


Send copies of relevant documents like receipts. Do not send original receipts. Keep them.


Set a specific time for them to respond. A reasonable time is usually 10 business days or more.


Make sure you give your phone number (specify whether it is daytime or nighttime or give both), and your address, as well as your name.

Keep a copy of everything you send. If it's a big problem, you should consider sending your letter return receipt requested, so you can prove they got it, and when


May I suggest the following

On May 27th, 2006, we flew from Orlando to Atlanta on flight 832, with a connecting flight to Rochester. itinerary HT61ED. We missed our connection and would like compensation for one night hotel stay, as promised, and airfare.

Upon landing we sat on the tarmac for forty-five minutes waiting for a mechanic to move a plane from a gate so we could de-plane and make our connection.

When we de-planed, we asked an attendant (directly outside the gate) if the flight to Rochester had departed. He informed us that the flight had not left and that we should run to the gate. My husband, five month old baby, and I quite literally ran to the gate only to find a completely empty gate. Our flight had, indeed, left and now we were stranded. We hoped he had called the gate to inform them we were coming.

After waiting in two long lines per instruction we were told that there were no more flights into Rochester that evening and we would be booked onto flight number 584, the next morning, at 9:10am. She gave us a brochure with a 1-800 number on it, told us to call the 1-800 numbers for a discounted room in the Atlanta area and room availability could not be guaranteed, nor would we be provided transportation to and from the hotel. We were amazed, disappointed, and angry.

When my husband asked about compensation, she gave us a $10.00 meal voucher. We were tired, hungry and disappointed. After my husband explained to her that we had a five month old baby (by this time it was well after 10:00pm) and we refused to pay for a hotel room and/or sleep in the Atlanta airport, she typed on her computer and eventually told him that "I booked a complimentary room for you."

When we finally checked in to the hotel (well after 11:00pm with an exhausted and cranky five month old baby), we were told by the hotel representative that AirTran had indeed booked a room for us, but that we were responsible for payment. Feeling as if we had no choice, we handed over our credit card and paid for the room.

We feel we had been lied to and that the airline could not care in the least about our inconvenience.

As we now contemplate future travel plans we are left with a very bad taste in our mouths.

We can be contacted during the day at (phone number) or in the evening at (phone no.) via e-mail at any time. We look forward to your immediate response no later than (insert a date no later than 10 business date from date of this letter).


Sincerely

Space for your signature

Your name
Your address
 

PLEASE don't take this the wrong way, but (for others) this is a good example on why to buy travel insurance. This happens with ALOT of airlines these days (it's happened to me with Delta and United) and is part of the reason why I buy travel insurance. Since it was a weather related delay, the insurance would have reimbursed me for the hotel, transfers and food for the night of my delay.
I completely understand the problems though. I don't think Airtran (or any airline for that matter) should allow short connection times less than 50 minutes. I'd also review the Contract of Carriage as well...I want to say that there might be something in there to help you as well...
I hope they respond quickly for you!
 
You were lucky they were putting you on a flight the next day.

We had a similar problem. Our flight was late leaving Tampa due to bad weather. We were assured numerous times that our connection would be there when we arrived because 1/2 the plane was continuing on to Newark. Well the plane had left when we arrived at 8:30 pm. This was Saturday. We were told the next plane they could get us on was Tuesday evening! We were offered NO compensation except a discounted hotel room. We offered to fly to LaGuardia, Philadelphia ... any place close by but they had nothing.

We eventually had to take a flight to Baltimore the next morning and rent a car and drive the rest of the way home. We were offered nothing in compensation and they refused to pay any of our additional bills because they couldn't get us to our final desintation within a reasonable amount of time.

I also wanted to add that when we went to get our luggage it took over an hour for them to find it. They said they thought it might have been put on the 10:30 flight to Newark (which we couldn't get on). I asked how they could put our luggage on a flight that we weren't scheduled to be on and they didn't know.

There were also quite a few people on the flight heading to Buffalo who missed their connection (they had just closed the gate). But their luggage was on the flight. They had to spend the night with NO luggage.

That was the first and last time we will ever fly Air Tran.
 
:confused3 we had one bad flight out of the midwest with Air-Tran but we made a couple of phone calls and got the problem solved. good luck. :sunny:
 
/
Wow, GOOD letter, manning! I hope you don't mind, though, if I suggest a couple of minor changes for clarification?

manning said:
When we de-planed, we asked an attendant (directly outside the gate) if the flight to Rochester had departed.
"When we de-planed, we asked the appropriate Gate Agent if..." and
manning said:
After waiting in two long lines per instruction we were told that there were no more flights into Rochester that evening and we would be booked onto flight number 584, the next morning, at 9:10am. She gave us a brochure ..
Instead of "She gave us..." because the preceding sentence actually doesn't indicate a specific person, maybe replace "She" with "That person" or "That AirTran employee"?
 
How disturbing!

Sorry your trip ended on such a sour note.

Please post as to AirTran's response.

Interesting that no one (airport, AirTran, etc.) took any responsibility.

BTW, we have been compensated (via voucher'ed airfare) by AirTran before. I wouldn't specifically mention wanting free airfare nor, would I reference the fact that you received it in the past. If they're going to offer a "gimmie", they will - then, you can negotiate...good luck.
 
yellowfish78 said:
PLEASE don't take this the wrong way, but (for others) this is a good example on why to buy travel insurance. This happens with ALOT of airlines these days (it's happened to me with Delta and United) and is part of the reason why I buy travel insurance. Since it was a weather related delay, the insurance would have reimbursed me for the hotel, transfers and food for the night of my delay.
Let me start out by saying that we already bought travel insurance for our upcoming November trip. I bought it to help us in the event of a HUGE problem, like a medical problem, etc., that might prevent us from traveling or shorten our trip and end up costing us money for services that we never used.

I submit that buying travel insurance just for the idea that your flight might be delayed is a bad deal, financially. It cost me $120 for my wife and me. Even if a hotel and transfers and meals cost $200, I wouldn't pay $120 six months in advance if I thought I might need to recoup about 80 additional dollars later. Living in a gambling town like I do, we call that a bad bet.
 
I am going to be flamed, but expect NOTHING!

The original CS agent was correct, in the event of a weather related delay you are owed nothing.

This is a problem we have created... we want to fly to Orlando for $100 each way and then when something happens we want service.... It just doesn't add up...
 
CarolA said:
I am going to be flamed, but expect NOTHING!

The original CS agent was correct, in the event of a weather related delay you are owed nothing.

This is a problem we have created... we want to fly to Orlando for $100 each way and then when something happens we want service.... It just doesn't add up...

Your right on that point. That's why when I wrote the suggested letter I took out any reference to weather in hopes whoever handles it has ten thousand other letters and only ten minutes to solve them all. In other words they key in on the mechanic and the promise made by the agent, triggering a rush to judgement and gives them something. Also hopefully that person is a mother of a small child, IE I can relate to that.

It's a long shot, a very long one. Kind of like a hail mary in foot ball.
 
That's the big risk with reserving connections, especially through a big hub like Atlanta or Philadelphia, which are prone to weather delays. I would rather get a non-stop even if I have to pay more or leave earlier. I know with a family you need to save all you can, but it's a factor to consider.
 
I have had the best luck when I state what it is I want in the first couple of sentences. Truthfully they will skim over the rest of the letter - reading blah blah blah, it is best to say what it is you want (ticket vouchers or whatever) right away.
 
CleveRocks said:
Let me start out by saying that we already bought travel insurance for our upcoming November trip. I bought it to help us in the event of a HUGE problem, like a medical problem, etc., that might prevent us from traveling or shorten our trip and end up costing us money for services that we never used.

I submit that buying travel insurance just for the idea that your flight might be delayed is a bad deal, financially. It cost me $120 for my wife and me. Even if a hotel and transfers and meals cost $200, I wouldn't pay $120 six months in advance if I thought I might need to recoup about 80 additional dollars later. Living in a gambling town like I do, we call that a bad bet.
Forgive me for not clarifying. I meant that this is ONE of the reason's why travel insurance is a good thing. And if anyone is buying travel insurance, I hope it's not just for their airfare, but for ALL of their travel plans! :thumbsup2
 
CarolA said:
I am going to be flamed, but expect NOTHING!

The original CS agent was correct, in the event of a weather related delay you are owed nothing.

This is a problem we have created... we want to fly to Orlando for $100 each way and then when something happens we want service.... It just doesn't add up...

Ditto. Once again Carol beat me to it. Several years ago airlines stopped reimbursing customers for weather delays. Your best bet in a situation like this is to contact the number for distressed passenger rate at a local hotel, or to call yourself for a room. The airline has no responsiblity to pay for your accomodation, and will do what they can to rebook you on another flight.

Weather delays are part of airline travel, and frustrating as they may be, they occur daily. When you are connecting to the last flight out, there is a chance that you may miss that connection, particularly when flying through airports such as ATL and ORD.

I fly through ORD every few weeks and am amazed at passenger behaviour when there is poor weather. Believe me, if the weather is bad, you don't want to be in the air.

Hope that your next trip is less eventful.
 
As I stated in the e-mail, however, it was not weather that was a factor in missing the connection - it was the "terminator" plane not being moved in a timely fashion. Also, considering ATL is the central hub for AirTran, you'd think they'd be able to find a spot for a plane carrying passengers hoping to make connecting flights. The "weather" that caused the delay was nothing more than a light sprinkle. It's odd to me that here in Rochester we're able to take off and land when there is heavy snow and/or ice, but in Atlanta we can't land with a light sprinkle. I have a feeling that the runway was too congested and they blamed it on the "weather."

Secondly, I'm not really expecting anything from this. If we happen to get a freebie, then that would be great, but more than anything I'd really just like to get an apology for being lied to about having a room booked for us (complimentary) and then finding out (once we were away from the airport) that it was not complimentary at all.

Also, with regards to getting a non-stop flight... well, we actually had a non-stop flight booked but AirTran cancelled that flight, leaving us with no choice but to choose a connecting flight. It's not that we were being "cheap" by choosing a connecting flight to save a couple of bucks - we really had no other option.

Lastly, just because AirTran is a discount airline, does that mean we are to be treated as second class passengers? Just because our fares are discounted, we shouldn't be treated with the same level of customer service as a higher paying passenger? Hmmph...

Thanks, though, for your comments.
 
*Wish*Upon*A*Star* said:
As I stated in the e-mail, however, it was not weather that was a factor in missing the connection - it was the "terminator" plane not being moved in a timely fashion. Also, considering ATL is the central hub for AirTran, you'd think they'd be able to find a spot for a plane carrying passengers hoping to make connecting flights. The "weather" that caused the delay was nothing more than a light sprinkle. It's odd to me that here in Rochester we're able to take off and land when there is heavy snow and/or ice, but in Atlanta we can't land with a light sprinkle. I have a feeling that the runway was too congested and they blamed it on the "weather."

Sorry, this happens to me all the time on a non-discount carrier, United. In fact, last week the pilot make cracks about US Air pilots while we sat and sat and sat waiting for a gate at PHL. Happens for all kinds of reasons. And remember, just because the weather on the ground isn't bad, it could be elsewhere.

Not trying to dispute how you feel about it, but this is the reality of air travel. As a very frequent flier who is at one of the elite tiers with United, I have never rec'd compensation for a missed connection due to delays getting a gate.

And yes, it is frustrating that someone told you that you would make your connection, but flights are rarely held back to wait for connecting travellers.

Best of luck in your efforts, but please don't be disappointed if you don't receive compensation.
 
Actually it stinks! I don't care how much you pay for a ticket this kind of thing goes on all the time. In November we flew to Maui, Hawaii on Northwest and for no apparent reason the flight didn't take off in time to make our connection in Minneapolis. When we landed we were all met at the gate with our "new" flight numbers. Imagine our shock/surprise to learn we were landing about 30 hours later than planned! We had a cruise booked that we were missing and other plans and all they said was "I am sure you do have plans"! We paid about $1000 per ticket for these flights a year before! This was for a memorial service for my Grandfather and there were no other flights until the next afternoon, I was actually crying-my husband convinced them to put us on another airline and we got there the next morning. And to top it off since we ended up flying on United we didn't get the airline miles for Northwest! Unbelievable! So whether it is a discount flight or you have trip insurance I don't believe matters! In the end you don't want to be reimbursed you want to get there when you paid to get there! Well we fly Airtran next week, so wish us luck!
 
One of your best "weapons" as a consumer in these situations (non-weather related) is to become very familiar with "Rule 240":



Here's your secret weapon for fighting airline delays, cancellations, and missed connections:

Rule 240.

Before airline deregulation in 1978, Rule 240 was literally a federal requirement. Nowadays, it's a term describing what individual airlines will do for late or stranded passengers. In fact, the major airlines have filed "conditions of carriage" with the U.S. Department of Transporatation (DOT) guaranteeing their respective Rule 240s.

If your flight is delayed or cancelled, or if you've missed your flight connection, these policies may give you free meal vouchers, hotel accommodations, phone calls, and other amenities. You may be booked on a substitute flight -- even on another airline -- and you may be compensated or given a full refund if the flight problems persist.
 














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