ATLANTA, GEORGIA -- I would like to warn anyone planning to fly on Air Trans hopefully before you are stranded and left to find another airlines to take you home. This airlines will cancel flights because of "weather" and leave dozens of people stranded because of their incompetence. I heard numerous stories of stranding and cancellations while waiting in the customer service line in hopes of finding a way from Atlanta to SF. Our flight was 2 hours late leaving from FL. We were told this was due to bad weather. I noticed that other airlines were flying into Atlanta on time but assumed that the weather story was correct. We had 2 1/2 hours to wait for a connecting flight on to SF. Our captain new this but did not try to hold our flight like United, Southwest, and American have done for us in the past. We arrived at the gate just in time to have the door shut in our face. The plane did not take off for 15 minutes after shutting the doors. However the plane did leave on time from the same airport that was supposed to have the "weather" delays. I tried to find an Air Trans employee to see if there was a way to find our luggage and I was sent on to a very long line of extremely distraught customers. It turns out that somehow our luggage was able to get onto our connecting flight but the passengers were not. The customer service people are numb zombies. They are absolutely unconcerned that dozens of people have been stranded by their airlines. They told me it would be 4 days before we would be able to fly out of Atlanta on Air Trans.
I told them that I needed to be back in SF the next day so they offered me 1/2 of our ticket price returned. We did not have any clothes or supplies because they sent our luggage on to SF. I booked this flight several months in advance and through cheap tickets so I had a "low fare". 1/2 of the ticket price is ridiculous and so is a 4 day wait for another flight. We didn't fly 1/2 way and the leg we did take was pitiful. I was offered a flight to Denver which we took in order to get somewhere closer and hopefully get better customer service. We were treated the same way in CO and found out that Air Trans doesn't even fly out of Denver to SF so we were supposed to fly on the partner airlines Frontier. The rate for this was 388.00 each with no compensation given from Airtrans.
We ended up sleeping in the airport and flying out on Southwest for 260.00 each. After returning home I called to get 1/2 my ticket refunded and found that they decided that I had received my flights and was not eligible for any compensation. This is an annoying story but our situation was better than most. We were able to get home, however we are out 530.00. I would pay anything to stay off this airline and avoid being subjected to such horrible and thoughtless people.
MILWAUKEE, WISCONSIN -- Let me just say that I am a very frequent flier for Airtran, as well as my two young children. 2 years old and 9 months as a matter of fact. Every single time, and I mean EVERY time I board a flight with my two children I am greeted with sighs and pushiness from the Flight Attendants! I am always treated like I am such an imposition to them and was even asked to turn down my childs leappad2 and told to make him use headphones because it was disrupting her and her friend (another flight attendant) who chose to sit directly behind me when the two rows ahead and behind me were empty. The plane is loud enough where no one else could hear it let alone even my child. I understand that it is frustrating to deal with children all day long. Believe me, I know. But it is your job to be kind and patient. I was disgusted.
ORLANDO, FLORIDA -- I had booked a flight from Charlotte North Carolina to Columbus Ohio witch a lay over in Atlanta. When I arrived at the airport to check in at the Airtran counter, I was asked by if I would like to upgrade to Business class for $49.00, I said no thank you until she told me my bag fee was going to be ($49.00)I then accepted the upgrade to business class for the $49.00. I gave my credit card and I was then given a receipt for the $49.00. Well when the wife was balancing the checkbook and Airtran had charged me $49.00 (2 separate charges). I called Airtran and I was told that it was for the connecting flight. I was never informed that the upgrade was for each flight and they will not refund my money. The only reason I accepted the upgrade was because of the overweight bag fee ($49.00) and she told me if I upgraded for the $49.00 that business class bag was free. So if they are telling me the additional $49.00 upgrade was for the lay over flight, would they or do they charge the bag fee for the same layover?
My spouse and I recently flew round trip from Atlanta to Cancun on Air Tran Airways. The flight to Cancun was uneventful. The return flight was a joke. I have flown both charter, as well as commercial flights for over 30 years, and find this particular service deplorable. The first problem arose when Air Tran in Cancun declared our checked bag was over the limit by 1 1/2 pounds. We chose to redistribute the weight to or carry on bags, right there at the check-in counter. As we discovered while waiting in the terminal for the flight, the majority of ticket holders had the same issue. Coincidence? After sitting at the departure gate for nearly 45 minutes, we were informed there was a gate change. Everyone had to relocate to another gate. After that move, I thought I heard the Air Tran check in person mention my name to someone on the telephone. I approached the desk and asked her if there was an issue. She confirmed the seats we had been assigned were going to have to be used by the flight attendants, as the jump seats were broken. We were assigned one seat in business class, and one seat in economy. Therefore, my spouse and I were not able to sit together on the fight home. We had no choice because the flight was full. We waited 30 minutes to be re-ticketed. Not a big deal until we walked on to the plane and the business class flight attendant had the gall to tell me "we have been waiting for you". I took the business class seat, and my husband took the economy seat. We were only 4 rows from each other, but not one of the Air Tran flight attendants even made an attempt to even offer my husband a cocktail or "business class" snack for the inconvenience. Because we had boarded last, my husband was forced to stow his carry on in one of the rear overheads, even though he was sitting in the 2nd row from the front. About an hour before landing he retrieved his carry on and placed it in the overhead above my business class seat, so that we would not e separated while deplaning. The business class flight attendant told him he was not a business class customer, and did not belong in the business class section. He ignored her, and went back to his seat. My husband is a Vietnam Vet, and did say, on his way back to his seat, "if we had her in the Nam we would have won". I believe her behavior was unacceptable, and she should be reprimanded. I can honestly say, I would not fly Air Tran again, however, I won't have to worry about it for long since Southwest, which is a far superior airline has bought them out. The flight was Air Tran 45 out of Cancun to Atlanta at 12:00 noon.
I have always had good experiences with AirTran in the past (or so I thought); Maybe I wan deluded by the ridiculously low fare from Dayton, OH to Baltimore, MD. Well, it's low for a reason. One instance of particular dissatisfaction stands-out to me.
Several weeks ago I took my usual route from Dayton to BWI to the Capital to attend Jon Stewart's Rally. I was very excited and had a great time, but when I got to the airport, the check-in attendant leisurely took my information and started chatting with a co-worker even though I knew my flight wan close to boarding. When she handed me my boarding pass, all the information (Gate #, Seat #) had question marks where the information should have been, and in response to my desperate look she said, "Oh, just talk to the gate attendant.. person... thing." WHAT?
I make my way through security to find no one at the gate desk, though there in an AirTran worker taking boarding passes for the adjacent flight. I tried to get his attention several times and he ignored me completely, finally saying "I'm busy, ma'am." and going back to taking the boarding passes. I persisted, though, telling him I needed to be on the flight at the adjacent gate and he didn't even look me in the eye but said, "The doors are closed." WOW! Really helpful! Not.
When I finally did find a functioning AirTran desk, the FOUR (4) workers there were all chatting with one another and when I came to the front of the line, the girl said, "Um, I didn't say I was ready for you." At this point I wan so frustrated I thought I wan going to cry. You know those angry tears? Yeah. But I explained my situation anyway and she said I could either be put on stand-by for a flight that she knew was over-booked or I could buy a ticket for the next day and pay an exorbitant flight change fee. No empathy, no questions.
I am experiencing so much frustration with Air Tran Airways. I booked a flight online and inadvertently selected the wrong time from the drop down menu without realizing it. I called in to the agent immediately and she said it would be $15 to change it over the phone, but I should go online to make the change. I went through all of the steps she told me, but the change somehow did not take effect. Two days later I realized that the update didn't take effect and called in to another agent. After being on hold for 30 minutes before anyone answered, I was told that she could waive one of the fees for $75 but not the other. I am traveling with a 3 year old. How would I be on a flight without my child? I just want to state that I fly SouthWest airlines frequently and have been in a similar bind where I input the wrong passenger name online and didn't realize it until the day of departure. Southwest has a fee to change flights information but the agent realized that this was "an honest mistake" and waived my change fee. The agents I spoke to today with AirTran gave me resolutions like, "you can pay one $75 change fee" "you can fly stand-by" or "you can pay $49" to change the flight on the day of travel. These are not viable options for me as I am traveling with a 3 year old and need to arrive back to my destination at a certain time because my transportation has a small window from when they can pick us up at the airport. Please understand that this is the first time in many years that I have gone with an airline besides Southwest and I regret it with my whole heart. The experience with AirTran so far has been horrible and I am so disappointed in the customer service I've received so far. I have to fly to Charlotte on Feb 26 but I will not be choosing AirTran as my travel provider for this flight or ever again. Horrible service. It is so sad to feel like you are being nickel and dimed as a consumer during a recession.
AirTran Airways posts non-stop flights you can book months in advance and then two or so months before you are scheduled to travel you receive an e-mail that your flights have changed and guess what...instead of that 3 hour non-stop roundtrip between Boston and Ft. Myers you are stuck with an 6-8 hour travel through Atlanta or another city. This has happened to me for the third time and I have checked with others who fly this popular route and they report the same kind of experience. AirTran nduring the Florida "season" has one non-stop in each direction. The last time this happened (for a January r/t) it was exl[pained to me that my flight back was cancelled because the filght was not a full flight and in the future I was told to avoid Tues and Wed travel since these got cancelled the most. At the time I spoke to customer service I was looking to book future flights in May for me r/t to Ft Myers and for two other family members one way back to Boston. This was in early December. I specifically asked if the non-stop flights I was looking at on the we site would indeed be flying in May and was told absolutely. I booked my r/t and the other two one ways back to Boston and today 2/8/2010 I received e-mail notices for my r/t and the other two one ways that all flights have been changed. There are apparently no non-stop flights on AirTran between Boston and Ft. Myers in May. Had I known this in December I could have booked on either Jet Blue or Delta, and while the cost was more than AirTran at the time, it was still a decent price. Now the fares for the Jet Blue and Delta non-stops are extremely expensive. I have got to believe I am not the first to complain about AirTran's deceptive bait and switch practices. Something needs to be done to put a halt to doing business this way. I might add for what is it worth I am an A+ Rewards member but I will no longer support Air Tran with my travel dollars.
INDIANAPOLIS, INDIANA -- PLEASE DON'T WASTE YOUR TIME OR MONEY. FLIGHT 389 out of Indy to Tampa on July 1, 2009 WAS OUR FIRST TIME EVER FLYING WITH AIRTRAN. There were 117 passengers on flight 389 including several women &children. They kept us in the Indy airport for approximately 12 hours from 11:00 AM until midnight (Maintenance Problem with Plane) Saying WOULDN'T cancel flight because there were too many people on board. They kept delaying it for 2-3 hours at a time then finally canceled it at 11:45 PM. Their customer service was horrible. They simply did not care. For many hours they just left the ticket counter & left us all stranded WITH NO COMMUNICATION. After 5 hours of delayed flight time we were given a $10 voucher to use at the airport. We decided to go to a bar/restaurant to try to relax and wait it out. We were then told the vouchers were not allowed to be used for any alcoholic beverages. If we wanted to use the voucher for a $6.00 food item they would not give us any change back from the $10.
They shuttled us to a hotel at midnight. Remember there was 117 people on the flight and the shuttle bus would only hold 11 people at a time. They said we had to be back at the airport to fly out on the same broken plane at 5:00 AM. (Praying it would be fixed.) Everyone on board was going on 3-4 hours of sleep and in the same clothes for 2 days. They ran over our luggage, (Tire TRACKS very visible ON LUGGAGE). AIRTRAN said it was not their fault and could not compensate us in any way. They have a 24 hours policy to report problems. We were told we should have reported the luggage damage when we arrived in Tampa after functioning on 3 hours of sleep & in our same clothes for 2 days.
Honestly, I would have rather paid the extra $100 to enjoy my vacation instead of spending the first day of it in the airport. When we got home we read page after page of AIRTRAN customer complaints. Airtran TOLD us that would give us a Free Roundtrip ticket to anywhere Airtan flys too within 1 year of flight date. But we are not 100% sure at this point they will even keep their word. AGAIN, PLEASE DON'T WASTE YOUR VALUABLE TIME OR $$. Very frustrated & bad learning exerience with Airtran.
My wife received 2 vouchers from Airtran to sit out 10 hours due to an overbooked flight. She checked the blackout dates and found that she would be able to book a trip that she wanted to make that did not fall on the blackout dates. She received the vouchers in June of last year. She planned to use the tickets this coming December and she called in March of this year to book the flight. She was told to call back in April. She called back in April and was told to once again wait a month and call back. She called back in May and was once again told to wait a month. She asked to talk with a manager because the vouchers expired in the month she was told to call back in. The manager apologized for not being able to book the flight and that she was going to extend the expiration date so that my wife could book the following month and was assured they would be able to book the flight at that point. My wife just called back today (June 13) and was told that there were no voucher seats available for the dates she wanted but she could purchase them. I find this to be a very unscrupulous trade practice considering my wife was kind enough to vacate her seat and wait 10 hours due to an overbooked flight. Poor customer service or just plain fraud?
BUFFALO, NEW YORK -- My family and I were scheduled to fly from Buffalo to Jacksonville on Air Trans on March 13, 2009. We had to check two golf travel bags and one of them was 2 lbs overweight. When we opened the bag to move some clothes to the other bag that was 5 lbs underweight, the check in agent advised us that since the bag had clothes in it, it was no longer considered a golf bag, but now had to be classified as an oversized suitcase.
Because time was tight and we had to go through security, our options were very limited. We had to pay over $105 to clear the bag instead of the regular $15 and try and make our flight.
Our daughter has a physical disability and uses a walker and a wheelchair. When we arrived at the gate, we were refused on the flight because it was over booked. After four hours of waiting, we were advised that we could fly out the next day on Jet Blue. However, we would have to pay for our hotel and submit for refund. It is now 10 days after that flight and we are back home and still no cheque. I called Air Trans who remembers us, but we were advised that the cheque "would be sent out this week."
I can't believe that we were held up for ransom at the check in. I can't believe that they would bump a child with a disability, given that it is so much more difficult to travel with one.
Oh, on our way back, the Air Trans Ticket Agent notices the excess baggage charge on our file and started measuring our bags to see if he could charge us again. It was only after I protested that he only charged us the standard $15 per bag.
It seems that the agents were more concerned about extra charges than checking us in. I got the impression that they were on commission or something.