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Worse Customer Service in My Flying History
By -

On Aug. 1st, 2009, my mom and I were flying from Seattle WA to Baltimore, MD to catch our connector to Portland, ME. Our flight # FL0243 Gate A13 was scheduled for 10:30 am departure so we got to the Seattle airport at 7:30 am. Upon arriving at the airport, we discovered our flight had been delayed to 12:30 pm. We had breakfast at 9 and hung around. We then discovered they had changed our flight to leave at 1:00 arriving in Baltimore for 8:52 pm with our connector flight FL0493 to leave at 9:20 to Portland, ME. They told us that if we leave on time, we should make our flight because it's in the same concourse but different gate.

We told them we needed a wheelchair because MY MOM IS HANDICAPPED. SHE IS GOING TO BE HAVING BACK SURGERY IN THE NEXT COUPLE OF MONTHS. They also told us they would call ahead and let them know that we are coming so they would wait for us. The plane we were going to take came in and had to unload. There were 2 people on there that had to be taken off in a wheelchair, therefore it took about 45 min. for them to unload.

At this point we knew we were not going to make our connector to Portland, ME so we asked the supervisor (we think her name might have been ** what they will do. She told us they would put us up in a hotel and we would get on the 11:51 am flight on Sunday the 2nd. She told us everything would be taken care of and not to worry. We boarded the plane and took off at 2:00.

We arrived in Baltimore and were told to go to terminal B5 because that's where customer service is. We inquired to the manager on duty (is what he said he was) for a hotel room and we were told that there were no hotel rooms in Baltimore. He told us 2 other planes from Southwest had just canceled and that they took up all the hotel rooms. Again he told us there were no hotel rooms in the city of Baltimore. He didn't attempt to call any. He then told us that Seattle shouldn't have sent us there that they should have put us up there.

We asked when we could get a flight out on Sunday and he said not until 4 pm. I told him several times my mom was handicapped and going to have back surgery and also had had 2 heart attacks and that we could not hang out in the airport until 4 pm the next day and that we had a medical condition and that I would get him doctor's records to prove it. He said there was nothing he could do. I asked him for someone higher than him to help us and he told us he was the manager and there wasn't anyone higher than him around.

I asked him to get us on another plane with another airline and he said he couldn't do that. He could refund our money and we would have to figure out how we were going to get to Portland, ME. He said they didn't have a contract with other airlines so he couldn't get us on another plane with another airline.

There was a flight that was supposed to leave around 4 or 5 that day to Boston, MA but had been grounded for mechanical reasons and was scheduled to leave at 12:00 am. The manager told us at first that there was one seat available. That meant one of us could have gotten on and the other stranded until 4:00 the next day. After about 20 or 30 min. they checked the flight and there were some openings because people had given up their seats. They booked us to leave at 12:00.

We asked him if he could get us a hotel in Boston when we arrive at 1:30 am on the 2nd. He made a phone call and was told there were no hotel rooms available in the city of Boston and that he could get us there but that was it. At that point, we called my boyfriend who had been up since 5:30 am moving his parents all day and asked him to drive one way 1 1/2 hours to come pick us up at 1:00 am. He then used our gas which was a full tank in a GMC truck and had to pay a total of $9 in tolls from Rochester, NH to Boston, MA. It took us another 1 1/2 hrs. to get home. We got home at 3 am.

We asked the manager for compensation like free tickets and he said he couldn't do that. He told us the only thing he could do was give us a voucher that was good for $10 towards food and a $25 credit towards another flight. We told him that was ridiculous and he said that's all he could do. We walked away to get something to eat before we boarded the plane to learn that there were no food vendors open. There was a candy store that was closing but she let us get a drink and I had to pay $1.80 for it because she cannot collect food vouchers because she is a family owned store.

We were put in business class and we noticed there were 5 seats empty just in business class. Why were we told there were no seats available in the first place? On Sunday afternoon the 2nd, we had to drive in our truck and use our gas another 1 1/2 hrs. one way to take my mom home to Maine and another 1 1/2 hrs. home.

SIDE NOTES: We were told by the flight attendant on the flight from Baltimore to Boston that he thought maybe the AirTran people in Seattle were contracted by Frontier. We ate at 9 am and didn't get anything to eat for lunch and dinner. We were served a snack and drink on both flights. There were 26 adults that were traveling with children that were trying to get to Burlington, VT and the manager couldn't get them on a plane until 9 pm on Aug. 2nd and there were no hotel rooms for them.

They ended up hiring a bus driver for $2,500 which cost them all $100 each to travel at 10 pm to Burlington which takes approximate 10 hours. All of us had not had any dinner at this point.

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Injured during the flight
By -

AIRtran Please see further information below, Have you been able to follow up?
Thank You,

Thank you for contacting AirTran Airways. As I previously advised, the complaint has been filed on your behalf. However, it will be handled internally, and any corrective action that is taken is not shared with the public. Therefore, you will not hear back with any updates on your complaint. I am sorry for any disappointment my response may cause.

Thank you for contacting AirTran Airways. Have a nice day.

Sincerely,

Customer Relations Department
AirTran Airways

C****, After you have checked and verified that what I have stated is the case please email me with a resolution. And I do agree that this item did not pertain to the safety of the aircraft although it did pertain to the safety of your passengers, As I read your response I feel that Airtran or its employees did not or do not care above a minimum amount about my condition or the Dangerous condition I was placed in on this flight. I am truly disheartened by the Quote F A A regulations. If your flight attendant would have just taken the time to investigate the situation we would not be having this discussion. Thank you for your quick response I look forward to hearing further from Airtran or yourself. Have a Great day.
Thank you

In a message dated info@mail. airtran.com writes:
,

I am sorry to learn of your disappointment with AirTran Airways, however, we thank you for allowing us the opportunity to address your concerns.

AirTran Airways considers the safety of our valued customers and crew members as our top priority. There are many checks and balances performed by our maintenance crews, our cockpit crews as well as the airlines' operations control to prevent flight irregularities. However normal use can affect the function of any mechanical device.

In compliance with F. A.A. regulation, some maintenance issues are considered Air Worthy, meaning safe to fly with as the item does not pertain to the safety of flight or the aircraft operation. In this case, our maintenance department would make the needed adjustment as soon as possible and within a specified amount of time. Nevertheless, your comments have been forwarded for review.

All AirTran Airways aircraft are equipped with first aid kits. There certainly should have been a bandage available for you upon your request. This information has also been forwarded to make sure the aircraft is fully stocked with the appropriate safety equipment.

Your continued support is important to us. We hope to have an opportunity in the future to better serve you and regain your confidence in our airline.

Sincerely,

Customer Relations Department
AirTran Airways

Original Message

COMMENTS First, I would like to say that my Family and I almost always fly Airtran. And my wife insists that we try to fly your airline first, also I have been a A+ member for several years. (*********) I recently flew with Airtran on J*** @*** Flight ** from LAX to BWI seat ** D. When we where seated on the plane I noticed that something had stuck me in the leg and when I checked my leg I noticed it was scratched/cut, I felt down under my seat and found a piece of metal sticking out from the bottom of the seat. since we where in flight I notified the flight attendant and asked if I could have 2 bandages one for my leg and another to put over this piece of metal sticking out under the seat. He said he would check, he came back and said that they had no bandages on the plane and that I should try to be careful and he would have the seat AT&T! ended to when we landed in Maryland. During the 4.5 hours I cut my leg several more times. It was impossible not to. Since I did not know what action to follow I contacted my Doctor and he said that I had a tetanus (sp) booster when I was in John Hopkins for my Chemo therapy 2 years earlier and to watch the cuts and see if they begin to become infected. He also told me to use a good antibiotic cream with the bandage. Currently I seam to be fine. It is very disheartening that this did not seam to mater and it was quite unsettling to me as I waited and checked my leg for an infection. I am concerned that someone could be seriously injured by this broken piece of metal and that the plane had no bandages. Please contact me Thank you,

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Rude Flight Attendant
By -

I had never flown with AirTran before this flight, and will never fly with them again. The airline has a policy that prohibits more than one child being held on the laps of adults occupying the same row. This policy exists because there are only 4 oxygen masks on each row, and in the event of an emergency, there would not be enough for each passenger. I completely understand and appreciate this policy. However....

My mother and I booked a non-stop flight from Atlanta to San Francisco a month in advance. We were traveling with my two children (22 months and 8 months), who, because they were under two years old, could sit in our laps, saving us the cost of extra seats. AirTran has a policy that there must be at least one adult per child under two, which we understood, and in order to help each other with the babies during the flight, we paid an extra fee to reserve our seats ahead of time (since AirTran typically assigns seats at check in).

I called the airline several days before our flight to let them know that we were going to be traveling with two children under two. She said there was no need for me to call, that they would take care of things at check in. No mention of their policy.

At check in, we informed the lady helping us that we each had a baby who would be sitting on our laps. We showed her their birth certificates, she entered them into the system, and wrote the age of one baby on each of our boarding passes, which also showed our adjacent seat assignments. She asked if we had any car seats with us, and we told her no. She said we were good to go. No mention of their policy.

At the boarding gate, an employee stopped my mother and me (each of us holding a child), inquired about the age of the children (we offered to show him the birth certificates), at which time we pointed out that each child's age was written on the tickets (by your check-in employee). Our boarding passes, which he scrutinized, specified our adjacent seat numbers. No mention of their policy.

At the beginning of the flight, a male attendant stopped next to our row and asked if I had a baby in my lap, as she was nursing the baby and he could see only the baby's feet. I told him I did. My mother was sitting next to me with my 22-month old on my lap. No mistaking that there were two children on the same row. No mention of their policy. The children were on our laps, in plain view, the whole time. We had already been served drinks at least once. Another flight attendant looked directly at us to get our drink orders. Again, no mention of their policy.

About an hour into the flight, my mother asked an attendant to take her used cup. The attendant turned to let her know that she wasn't collecting trash at that time, and when she saw us holding the babies, she asked, "Have you had both babies with you the whole time?" We couldn't figure out why she was asking us that. My mother said, "Yes, we have." The attendant pointed at my son and asked, "Where was he before?" "On her lap," I said, pointing to my mother. "And where was she?" the attendant asked, pointing to my daughter. "In my lap," I replied.

"You can't have two lap babies on the same row," the attendant responded. This time we really were speechless. We just stared at her, completely at a loss. She repeated herself again, more loudly. I said, "No one told us that." She asked us whether no one had said anything at check in, and we said no. The attendant repeated a third time that we weren't allowed to have both babies on our laps in the same row. At this point, the attendant still had not told us WHY the children couldn't be on the same row, just that AirTran policy prohibited it.

The passenger next to me mistakenly thought the policy was because two children together might be noisy or disruptive, and tried to defend us by saying that he had been a teacher for 40 years and was used to being around children. At this, the attendant raised her voice and said "Sir, I don't care what you did for a living, all I'm saying is that these babies cannot sit in these seats." Still at a loss as to what we were supposed to do about the situation 35,000 feet in the air, the attendant FINALLY told us the reason for the policy. My mother told her she would be glad to move if she could find someone to change seats with her.

The man next to my mother stated that he was comfortable where he was and didn't feel like moving, and the flight attendant told him not to be rude to her, she was just doing her job. She also informed him that babies can't sit in aisle seats, so she turned to the woman sitting in the middle seat of the adjacent row and asked her to switch with my mother, saying that she was trying to keep my mother and me as close as possible. Someone across the aisle kindly agreed to do this. The remaining 4 hours of the flight were miserable for us because of this unnecessary treatment by the flight attendant.

Here's what the flight attendant should have POLITELY said to us, and what I hope she'll say if this happens to other passengers in the future: “I'm really sorry, but it seems the airline failed to mention that we have a
safety regulation that doesn't allow more than one child to sit on an adult's lap in the same row. This is because there are only 4 oxygen masks available in the event of an emergency, and right now there are 5 people in your row. I don't like to inconvenience you, but I'm going to have to ask around to see if someone can change seats with you. Do you have any questions for me?”

Instead, the flight attendant made my mother and me feel like criminals, never once expressed regret or concern that we had not been informed of the policy, or that we were being inconvenienced in any way. As a matter of fact, she offered the man next to my mother a refund for his ticket because he expressed exasperation with the whole incident! Outrageous!

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Excessive Baggage Fees And Rude Customer Service
By -

WASHINGTON, DISTRICT OF COLUMBIA -- I recently flew from National Airport in Washington, DC to Denver, Colorado. Upon arriving at the terminal in DC I went to check in my two bags, a ski bag and one piece of rolling luggage. I was first told you did not accept ski bags, but I had read on your website before purchasing my ticket that you did in fact accept ski bags. So after waiting for a long period of time to see a supervisor I was told he could refund my ticket price and I would have to buy a ticket on another airline, which was a completely unacceptable solution as I was scheduled to be in Denver that day and a ticket purchased on such short notice would be exorbitantly priced.

After finally agreeing to check my bag with only five minutes left to board the flight, the supervising agent charged me over $200.00 to check my bags which I had no choice but to pay or miss my flight. As a result of this I ended up purchasing a return ticket on Southwest airlines one way for only $99.00 and they charged nothing for me to check my two bags. In addition to the baggage charges, the agent was nothing short of rude and really seemed to have no concern for me getting on the flight.

I am writing to you to let you know this type of treatment is what has caused many of us to travel less frequently or only on airlines such as Southwest who do not rape their customers. I find it amazing that certain airlines have seen fit to penalize their customers to make up for their own poor planning and business practices. As this was my first time flying AirTran I was hoping for a better experience, but having been charged nearly the price of the ticket in luggage charges, I do not anticipate flying with your airline again.

With the economy in its current state I would think it would be unwise to lose the customers who still desire to travel. I have several friends who resist flying at all, as it has become such a hassle and less than pleasurable experience. Anything you can do to reimburse my excessive luggage charges would go a long way in motivating me to try your airline again.

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AirTran Untruthful? An Expensive Lesson
By -

My opinion based upon experiences with AirTran: AirTran provides fairly low-priced air travel and was even on-time during most of my flights. Checking even 1 bag will cost you $15 more than what you're told the cost of the trip will be. If you want to talk with an AirTran representative when making your reservation, it will cost you another $15, and if you change your reservation after you make it, even if it is for a more expensive flight, it will cost you another $75 in addition to the extra ticket cost.

One experience with AirTran on 3/28/09 makes me suspect that AirTran representatives were, and continued to be less than truthful with their passengers, and I've learned that anytime someone is less than truthful, the buyer must beware. You be the judge: Flight 934 on 3/28/09 was scheduled for departure from Atlanta at 6:24 PM. All passengers were allowed to board the aircraft at approximately 7:35PM. After about ten minutes, the captain announced over the speakers that he had just been informed that the aircraft was down for maintenance, and that we must leave the aircraft.

He told us that there was another plane already "here" and that should walk to another gate to board it. When we arrived at the other gate, we discovered that the replacement plane was not there, and had not even landed. We were told by a gate agent that it was about to land. After waiting for about an additional hour, we were told by a gate agent that the replacement plane had run low on fuel while waiting to land, and was re-directed to another city for refueling, but that we should continue to wait for it to arrive in Atlanta.

Approximately one-half hour later, all passengers were told by a gate agent that the flight had been cancelled due to weather, and that the passengers were automatically booked on the next AirTran flight in the morning. We were referred to Atlanta hotels for overnight accommodations, at our cost, with no meal allowance or other compensation. I called AirTran "Customer Relations" on 4/07/09 and asked that they at least reimburse me for the cost of the hotel.

I was then informed that although maintenance personnel did board the plane that the passengers had originally boarded at 7:35 PM, it was "never down for maintenance", but instead was always cleared for flight. The "Customer Relations" representative insisted that the flight was cancelled due to weather, and that is why there was no compensation to the passengers. I asked the "Customer Relations" representative what time the passengers boarded the plane that had the maintenance issue, and she indicated that it was at about 7:35 PM. She also admitted that all of the passengers were required to leave the plane within a few minutes of boarding.

I then asked her what time the flight had been cancelled "due to weather", and she indicated that it was at about 9:10 PM. I asked her to explain why the passengers were made to wait for about one and one-half hours for another plane if the original plane was "never down for maintenance" but rather cleared for flight, and she continually brought up the weather conditions as the reason. I discovered that Delta Airlines did fly from Atlanta to my destination very shortly thereafter. I did note that some other airlines were cancelling flights due to weather.

When I got to my Atlanta hotel, I noticed guests using Delta vouchers to pay for rooms and meals. However, there was no compensation from AirTran. If you choose to fly AirTran, beware of the inconveniences and additional expenses that you may incur, and of AirTran's hardline approach to blaming mother nature for what may actually be their fault.

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Avoid This Airlines No Matter How Low Their Fare Is
By -

ATLANTA, GEORGIA -- I would like to warn anyone planning to fly on AirTran, 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 knew 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 AirTran 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 AirTran. 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 CheapTickets 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 AirTran 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 AirTran.

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.

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Soured on AirTran
By -

ORLANDO, FLORIDA -- I recently flew from Columbus to Orlando and back on AirTran. Overall, the flight was wonderful with minimal delays. We were greeted by very pleasant and accommodating AirTran employees at the Columbus airport. However, our return from Orlando was quite a different story. We were told that three out of four of our bags were oversized and/or overweight. We found this at first quite amusing since they were both expandable Duflfle bags that were not filled. However, when the measurements were taken the clerk expanded the Duffles beyond their contents to take the measurements.

The bags are supposed to be 60" bags and somehow, someway the clerk decided that the bags measured 61" although the bags were barely two-thirds full!! These bags have traveled the world over without incident or claims of being oversized!! I argued that I would not pay the $39.00 and the nasty clerk called over a polite manager who measured the bags as well. Of course no explanation was given as to why they take the expanded size of the bag with no consideration to the actual contents - they rang up the $39.00 charge (x2) and then told me I could not board my plane if I did not pay the fees.

I then turned over each bag one at a time and asked the clerk to take new measurements. She at first refused, but quickly stretched her tape across each bag and came up with a 60" measurement. She was quite annoyed, but reversed the charges. There was a senior citizen couple right next to me getting the same treatment (by the same clerk) but they reluctantly paid the fees. Also, on the other side was a business traveler who was getting the same oversized treatment. Somehow my nine-year-old son's bag weighted 51 pounds (this was discovered AFTER the fiasco with the first two bags!). We removed a schoolbook from the side pocket and we were fine.

I personally witness no fewer than SIX angry AirTran customers that day - two I was able to speak to on the plane - and we all agreed that we are done with AirTran. It's a shame since the booking and flights were wonderful. However, as a frequent flier I will not be flying AirTran in the future. I just don't need the extra hassle. Oh, I asked at the gate about their policy of stretching bags to their max size. The boarding clerks were very polite, but I was told that it is because people could stuff their bags with more contents between ticketing and the security drop-off.

Now wouldn't inexpensive tie-wraps (placed by the ticketing clerk) on the checked bags be a simple, cost effective way to keep people from opening their checked bags?? (Of course the tie wraps could later be removed by security if required.) While I am sure the excess baggage fees are a financial bonanza for AirTran they do create a good deal of customer complaints, dissatisfaction and lost future business. Seems to me that an investment of a few pennies has probably lost AirTran thousands in revenue from at least six angry customers, including myself. AirTran fliers in Orlando beware!!!

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Don't Count on Service From Airtran
By -

My experience with AirTran on March 12, 2010 closely resembles others posted here. My husband and I were flying from Columbus Ohio to Ft. Lauderdale, FL to get on a cruise ship that was leaving the next day (evening of Saturday March 13). We had scheduled our flight out for late afternoon (5 PM) and booked a room in Ft. Lauderdale so we would not miss our cruise. When we checked in for our flight at 3:30 PM, the ticket agent was unpleasant and complained about working. She also did not tell us the flight was already delayed 4+ hours. We learned that upon arriving at the gate.

There was one gate agent who assured me we would make our connection in Atlanta, and then told me he was off duty for the day and grateful he would not have to put up with the hassle delays created. When the next agent arrived, I stood in a very long line to again inquire about connections and advise him we were heading to a cruise so if we were NOT going to get to Florida tonight, please let me know so we could find other options. This type of dialogue continued throughout the evening until approximately 9:30 PM when they cancelled the flight.

By that time, all of the other flights from Columbus to Florida had either departed or were sold out. What was particularly frustrating was that they kept telling us the delays were due to weather and we kept pointing out that other airlines traveling the same routes were operating with modest delays. In retrospect, we should have recognized that they were lying to us and found an alternative. We missed our ship and had to cancel the cruise. None of the AirTran staff was even sympathetic to our plight, and at times, they were downright rude. When they cancelled the flight, they gave us an alternative itinerary that did not get us to Ft. Lauderdale until Monday.

This airline may be OK if you are just looking for a weekend jaunt and getting there late or not at all is not important, but I would NEVER depend on them for a critical arrival date. They are insensitive to their customers' needs and ill equipped to handle even the slightest weather delays. It was an expensive lesson for us, and one I hope you do not have to experience.

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Missed Flight, Poor Customer Relations
By -

Last Sunday I was to return to Flint from Fort Myers, Florida. I tried to use the on-line check in service the night before, but could not check in for my flight. I tried for several hours with no luck. I tried again the next morning with still no luck.

With my flight scheduled to depart at 6:30 pm, I arrived at the airport at 4 pm. The agent at the counter looked at me and said "I have bad news. There is no way that you are going to get home tonight." When I asked why, he explained that the plane coming from D.C. had mechanical problems and would not arrive until 9 pm. That would mean I would miss my connecting flight in Atlanta, and it is the last flight for the day going from Atlanta to Flint.

When I asked him what my alternatives were, he said that the only thing I could do was come back the next day to take the same flight. That meant a 24-hour delay. I told him that was unacceptable and that he needed to work out something else. The only other option was to take my delayed flight to Atlanta, spend the night there and fly home the next day.

They did offer to put me up for the night in Atlanta, but here is where they added insult to injury. When we boarded the plane to go to Atlanta, the pilot came on the intercom and announced that due to the missed flight situation, everyone would receive a round trip ticket anywhere that AirTran flies. That announcement brought cheers from the passengers.

However, when I called the Customer Relations Dept to arrange for the ticket, I was told that it would only be a one-way ticket. The person informed me that the pilot was not authorized to make awards as compensation. It seems to me that he is an employee of the airlines, so when he speaks, he is speaking for the company.

What really is annoying is that they knew the plane was delayed and yet they couldn't send me an email at 2 pm to tell me that. They let me check out of my room, turn in my rental car, get to the airport, and then tell me. In fact, when I finally got to the boarding gate at 4:45 pm, they still had that flight posted as being on time and leaving at the scheduled time of 6:30 pm. They did not update the delay on any of the airport signage until after 5:30 pm. This is a very poorly run airline that does not communicate to its customers, or for that matter, its employees. I will avoid flying them at all costs in the future.

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Outright Voucher Fraud
By -

I was on a flight from Boston to Atlanta. AirTran had overbooked the flight and announced that anyone who would volunteer to give their seat up would receive a free round trip from AirTran. Great for me; I had flexible plans. I gave up my seat, got a voucher, sat around the airport for an extra 8 or so hours.

Fast forward 9 months. I'm trying to redeem the voucher for another Boston-Atlanta round trip (typically <$200 value). AirTran refuses to honor my voucher because they say "There's no record of you receiving a voucher." Their records show that I was booked for the earlier flight, got a boarding pass, surrendered the boarding pass, got a boarding pass for a later flight and took the later flight. But they simply will not accept that they gave me a voucher. After 2 hours on the phone with them, they finally offer to let me redeem my voucher for a free one-way trip.

This is just outright fraud, outright lying on the part of AirTran. And their phone agents want to yell at me when I tell them about it. If I ever fly AirTran again, and they try to offer vouchers for people to give up their seats, I will tell every living soul in my vicinity how AirTran issues these vouchers and then refuses, quite abruptly, to honor them.

And then, you have to wonder about AirTran's overall integrity. You trust airlines to do small things right, and big things right. Small things would be: give you good pretzels, be at least pleasant when they talk to you, not abuse your checked-in bags. Big things would be: keep the planes in good working order, not let terrorists on the plane, and ***HONOR THEIR WORD AND THE WRITTEN DOCUMENTS THEY ISSUE***.

In my opinion, once they've demonstrated that they are not able or willing to fulfill any of their major obligations, then it seems like you'd have to worry about how well they fulfill the rest. In other words, if AirTran is going to be this cavalier about reneging on bedrock issues of solvency, I absolutely cannot trust them to safely maintain a fleet of planes.

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AirTran Airways Rating:
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1.1 out of 5, based on 13 ratings and
168 reviews & complaints.
Contact Information:
AirTran Airways
9955 AirTran Boulevard
Orlando, FL 32827
407-251-5600 (ph)
407-251-5727 (fax)
www.airtran.com
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