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

[Goofy Minnesotan]

OP-Good luck with the email you are sending. I agree with you that your treatment was insane, and they need to be made aware of it. Funny how this thread took off in a different direction other than proof reading your email. I don't think it matters which airline you fly they all do this and it is getting worse! And I consider myself a frequent flier. My husband worked for an airline for many years about 12 years ago and the service has gone down, most noteably in the last year!

 

[rparmfamily]

I'm sure the pilot was in contact with dispatch. A plane could not just sit there without airline operations and air traffic control knowing about it. It was late in the evening, they may have not had a mechanic who was licensed to taxi to move it right away. Air Tran only has so many gates in Atlanta, who was dispatch going to "fight"? It's not like they can borrow one of Delta's gates. I was in Atlanta last week and we passed Air Tran's gates when taxiing in, they were all full. I've had that happen where we sat on the tarmac waiting for a gate to open even in the best of weather. The only thing about weather that may have happened is that they have to close the gate areas when there is lightning for the safety of the workers. If that didn't happen, then it seems like it was the airlines fault for the delay, not the weather.

I was just adding another scenario and spin to the story..There are so many what if's and it really does stink that this happened to the OP. Actually rain even the slightest can cause delays due to runway conditions. What happens when roads get water on them, they get slippery due to all of the oil, gas, and other things that have been put onto the pavement. This would cause a delay because the a/c intervals in return would be greater. Anyway thanks for replying with your view as it's great to hear all sides.

Rex

 

[lost*in*cyberspace]

Also, I think some of the frequent fliers on this board are desensitized to airline delays and schedule changes.

So? Do you think that an infrequent flyer's inconvenience is more important to an airline than a frequent flyer's inconvenience, who may very well be an elite member of an airlines FF program? I don't.

It's tough if you have been saving and planning for years only to get screwed by an airline who adds hours or days to your travel itinerary.

This is absurd. It's tough having your travel plans disrupted whether you are well off or or struggling financially, taking a long planned trip or a spur of the moment outing.

The purpose of posts explaining that these types of delays are common, do not merit any compensation, and that you have to be prepared to deal with them without overreacting and getting upset, is not to criticize, but to provide information to inexperienced flyers.

Almost everyone who flies will experience a missed connection, messed up seat assignments, lost luggage, weather delays or cancellations. You deal with it and move on.

Again, I am sorry that the OP had a difficult travel time, but it is not uncommon. If travellers expected compensation every time such an incident occured, we woudl be paying several thousand dollars a flight rather than several hundred.

This is 100% correct.

 

[disneydaveb]

So? Do you think that an infrequent flyer's inconvenience is more important to an airline than a frequent flyer's inconvenience, who may very well be an elite member of an airlines FF program? I don't.

This is absurd. It's tough having your travel plans disrupted whether you are well off or or struggling financially, taking a long planned trip or a spur of the moment outing.

The purpose of posts explaining that these types of delays are common, do not merit any compensation, and that you have to be prepared to deal with them without overreacting and getting upset, is not to criticize, but to provide information to inexperienced flyers.

Almost everyone who flies will experience a missed connection, messed up seat assignments, lost luggage, weather delays or cancellations. You deal with it and move on.

This is 100% correct.

Sorry, I didn't mean to infer that an infrequent flyer's inconvenience is more important to an airline than a frequent flyer's inconvenience. Or it is not as bad if you are well off as opposed to struggling financially.
Other than Disney trips, I do fly occaisionally for business, and frequently to visit the in-laws (no real hurry to get here). I'm just saying that when i read some of these posts, i try to put myself in situation of the person explaining the problem. In most cases I think I would tend to feel the same way.

It seems that the best advice given is "That's the way it is, deal with it". Some people are more persisitent and would be willing to fight for some type of satisfaction rather than just throwing their hands up in the air and giving up. It seems the airlines stance is that you get what we give you and you're gonna like it.

For example, I am flying AirTran in September. I have non-stop flights with times that meet my needs. There has already been one time change that i can live with. But, if a change is made that messes with my plans, I WILL get a refund on my non-refundable fare. No doubt in my mind.
If I posted this problem here, i would get several responses saying things like: "What do you expect them to do", "Buy a more expensive ticket next time", "I don't see why you are complaining, you got a good rate", "There is nothing you can do".

Well, I say bull@#$! to that. I paid for a certain product at a certain time. If they can't live up to that, within reason, then give me my money back.

Didn't mean to offend anyone, I just feel bad when i read some of these experiences. It should be the exception, but it seems to be the norm lately. Actually, I am a pretty easy going guy, but when I feel I am wronged, I can't just sit back and take it. Especially when I am told there is nothing I can do about it. Just because I am dealing with an airline should not make it any different. I appreciate everyones facts, opinions and rule clarifications, but this is just the way I feel.

 

[bavaria]

Didn't mean to offend anyone, I just feel bad when i read some of these experiences. It should be the exception, but it seems to be the norm lately. Actually, I am a pretty easy going guy, but when I feel I am wronged, I can't just sit back and take it. Especially when I am told there is nothing I can do about it. Just because I am dealing with an airline should not make it any different. I appreciate everyones facts, opinions and rule clarifications, but this is just the way I feel.

And Dave, this is exactly why I am retiring from posting on the Transportation board, at least for awhile (my retirement has lasted all of 12 hours so far )

When I started to fly, I took the time to educate myself on airlines rules and policies. I'll admit that I wasn't always aware of them, but went to sites like flyertalk.com to learn more. I didn't always agree with airline policies, but realized that I did need to understand and abide by them.

There are several frequent fliers on the DISboards who were always willing to answer questions about air travel; in fact I myself started a very long post on air travel tips, which grew to several pages last year.

What is frustrating, however, is when information is given in regards to airline operations/policies, and that information is disputed by a traveller who thinks that the system should bend for them. We frequent fliers don't make the policies on ticket changes, preboarding, carry on baggage, delayed baggage, missed connections, etc etc etc.

We do however try and provide a service by giving guidance here to those who do not fly as often, and are looking for advice. It is frustrating to then read replies that state that the traveller is going to do 'XYZ' anyways, as if they know better, or the airline should change their policy to accommodate them.

Frankly, I've given up - I see people at the airport every day who wouldn't believe the rules/restrictions of airline travel, try to get their way, and fail. Or they continue to bend the rules and thereby have a negative impact on their fellow travellers.

So, best of luck to all of you in your travels. (I do mean that sincerely) Just please don't expect me to step in much anymore to share advice or factual information about a subject which I know very well.

Bon voyage...

 

[RachelEllen]

For example, I am flying AirTran in September. I have non-stop flights with times that meet my needs. There has already been one time change that i can live with. But, if a change is made that messes with my plans, I WILL get a refund on my non-refundable fare. No doubt in my mind.
If I posted this problem here, i would get several responses saying things like: "What do you expect them to do", "Buy a more expensive ticket next time", "I don't see why you are complaining, you got a good rate", "There is nothing you can do".

.

All I can say is 'good luck.' I've written this story in other AirTran threads, so I'm sorry if you've seen it, but last time I flew them, my plane to Atlanta was delayed, due to weather, by a few hours.

They announced that anyone connecting in Atlanta would miss their flights. They also annouced that no hotel vouchers or meal vouchers would be provided. Additionally, people booked through to Florida would not be able to be accomdated for over 48 hours. (This was Friday night of a long weekend). And, finally, if you did not wish to get on the plane, you would receive a credit....not a refund.

So, I hope everything goes well with your flight.

There's a concept in the corporate world. (or so I'm told) 'Effective Termination' That means that your job description can't be changed so radically that you are effectively not doing your job just as a way to force you to quit. (For example, the VP finance couldn't be told that his new duties were now stocking the refridgerator and his new pay is now 14,000/yr)

However, even with the contract of carriage, there doesn't seem to be any concept of 'Effective Cancelation.' AirTran is only selling you a ticket from point A to point B. They are within their rights to decide that getting you there via Antarcica a week from next Tuesday is perfectly acceptable.

I don't like it. So I don't fly them.

 

[msr709]

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.

This is true IF you have the option. I live in a small town, and can ONLY get connecting flights. I totally sympathize with the OP. This happened to me on a Delta flight 2 years ago but they handled it much better, we got meal vouchers (dinner and breakfast for the next day), taxi and hotel vouchers. It was very disorganized for most of the night, we were supposed to be on a flight out at 3:00 p.m. which got canceled and they canceled all later flights so we were stuck and didn't get out of the airport until 11:30pm that night. We did get a flight out the next day but I still wrote them a letter and was compensated with a $75 airline voucher which combined with my FF miles turned into a free ticket. I thought that was bad, but yours was worse. Definitely write them, they should offer you some compensation, and I would believe they would prefer to give you an airline voucher over cash. Hope things turn out OK.

 

[msr709]

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.

This is true IF you have the option. I live in a small town, and can ONLY get connecting flights. I totally sympathize with the OP. This happened to me on a Delta flight 2 years ago but they handled it much better, we got meal vouchers (dinner and breakfast for the next day), taxi and hotel vouchers. It was very disorganized for most of the night, we were supposed to be on a flight out at 3:00 p.m. which got canceled and they canceled all later flights so we were stuck and didn't get out of the airport until 11:30pm that night. We did get a flight out the next day but I still wrote them a letter and was compensated with a $75 airline voucher which combined with my FF miles turned into a free ticket. I thought that was bad, but yours was worse. Definitely write them, they should offer you some compensation, and I would believe they would prefer to give you an airline voucher over cash. Hope things turn out OK.

 

[Scotch]

I am sorry to hear about OP's experience. I must admit we love AirTran, and fly at least a few roundtrips every year for the past three years out of MLI. So far we have been pleased with our experience, though most are non-stop flights to MCO. Stuff like this sucks, but AirTran is not the only airline with such a policy. DH was stuck in Chicago on American twice, each time missing the connection supposedly due to weather (but at least once arguably due to something else). AA did not offer any compensation (and in fact once said the next flight had to be two days later) and did not pay for the hotel; it just offered a discount at a motel nearby. We do fly with a toddler (2 years old) and have taken him on more than a two dozen flights on several airlines since he was a baby. I understand how much stress traveling with a baby addes to the experience. Still, sometimes these terrible experiences happen and I think folks can stress themselves out too much getting too angry about the experience.

 

[starwood]

They announced that anyone connecting in Atlanta would miss their flights. They also annouced that no hotel vouchers or meal vouchers would be provided. Additionally, people booked through to Florida would not be able to be accomdated for over 48 hours. (This was Friday night of a long weekend). And, finally, if you did not wish to get on the plane, you would receive a credit....not a refund.

That would have been fine if they had announced that on our flight from Tampa to Newark. They kept assuring us that the connection would still be in Atlanta when we got there. When we arrived the flight was gone and they wanted us to wait 3 days before we could get another flight home with only the compensation of a discounted hotel room. DH had to go back to work on Monday and DS had to go back to school.

 

[pxlbarrel]

I want to point out that my dispute with United was on their cancelling my reservation on a connecting flight to Chicago which forced them to put me on another itinerary that was worse than if they had allowed met to fly to Chicago. I would have had no argument with them had they allowed me to fly to Chicago and then I was delayed overnight there because of weather. Instead they just cancelled it and was going to strand me in Nashville because they thought I was going to miss my flight. Had they allowed me to fly in the first place, I would have been able to catch my connecting flight there...and I had the proof (the Nashville to Chicago flight landed 2 hours before the Chicago to Toronto flight took off). I wasn't disputing the weather, I was disputing their practice of cancelling my reservation rather than giving me the chance to decide myself whether I wanted to a) take a chance in Chicago, b) be stranded in Chicago rather than Nashville or c) have them arrange an alternative route for me.

As I read the OP's post, her dispute is not with weather but with the delay caused by a mechanical problem on a plane sitting at the gate. My experience with United is that they consider the ORIGINAL reason, weather, as the problem and not any subsequent events that occur. For example, let's say your plane gets delayed by 1 hour because of weather but because of a tail wind, you make that hour up and you are are approaching the airport with 45 minutes to spare but you end up circling for 1 hour because the gate you were going to park at has a plane sitting immovable because it's got a mechanical problem. They won't see it as a mechanical problem....they'll look at it as the original weather problem because the people you're dealing with (customer service) only sees the weather reason on their computers. That's my take on it after my dispute with United.

And again I stress that my dispute was with a major airline and not a discount one. This can happen on any airline not just the cheapo ones. Will I fly them again? I won't say never but I tend to go to other airlines if I can.

 

[*Wish*Upon*A*Star*]

Well, I sent the e-mail to AirTran's Customer Service and I finally received a reply:

Dear Ms. ******,

On behalf of AirTran Airways, please accept my apology for the
difficulties you experienced during your travel. Our objective is to operate
our flights in a safe, reliable and timely manner, which will allow our
customers to reach their destinations as scheduled. When an
irregularity occurs, we understand the frustration it causes. We also recognize your time is valuable and regret the interruption to your travel plans. However, when weather is the determining factor, we do not compensate for consequent losses such as time and/or additional expenses incurred.

All of our Crew Members are instructed to professionally perform their
responsibilities while providing the highest level of Caring Customer
Service. This would include providing accurate information. I have
forwarded a copy of your comments to the appropriate department heads for
review and corrective action.

As a gesture of good will, I have authorized a $50.00 discount to use
toward a future reservation purchase, valid for a period of one (1) year
from today. In order to redeem this compensation, please call,
800.204.5695, and reference itinerary #HT61ED.

Your continued support is important to us.

Sincerely,
Suzie Banuelos
Customer Relations

I seriously doubt that we'll fly AirTran again, but if we do (and it's within the valid timeframe) at least we'll have the $50 discount. It irks me that they still claim that weather was the reason we missed our flight but I suppose if they believed EVERY customer who says it was something other than weather that they'd be bankrupt! LOL

Oh, well. Just wanted to post the update as promised.