*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
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
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. 
