AirTran Airways - Page 3

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1.0 out of 5, based on 9 ratings and
110 reviews & complaints.
Company Profile
AirTran Airways
9955 AirTran Boulevard
Orlando, FL 32827
407-251-5600 (ph)
407-251-5727 (fax)
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"Oversize" Baggage Scam
By -

INDIANAPOLIS, INDIANA -- I'm very disturbed by my recent flying experience with AirTran. I bought an $80 ticket from Indianapolis to Newark and thought I was getting a great deal. Apparently not. When I checked in, an AirTran employee who I can only describe as a total ** decided that my bag was oversize. I couldn't believe it. I'm an extremely experienced traveler and I've never had this problem with this bag ever before on any other airline. Not only did they slap me with the $20 bag charge, they hit me with an additional $50 for the oversize bag, bringing the total checked bag charge to $70. Literally, the bag charge was almost as much as the actual ticket. Unbelievable.

While I voiced my complaints to the AirTran employee checking me in, two other employees stood there laughing. Seriously, I mean, really? As if it is so absolutely hilarious that they get to screw people over behind their counters. It looked like they were having fun. Awesome, good for them.

AirTran embodies everything that I hate about the modern corporate world. The company operates without any humanity, all it's worried about is the bottom line. I imagine some shady corporate executives sitting around in a boardroom discussing subtle ways to squeeze their customers for more money without causing much trouble. It disturbs me. I bet they have a good laugh about it at headquarters. "You do what you got to do, let's squeeze these chumps for some more money, HA HA HA...."

Part of the reason this baggage scam makes me so mad is that it's just bad business. Ripping people off is a horrible way to establish a loyal and valuable customer base. I would venture to guess that AirTran's shady baggage policy is actually COSTING the airline money in lost customers. Guess how much my bag was oversized by? Two inches. I kid you not. I actually laughed out loud when the guy told me that. What a joke. That measurement screams BS louder than my 10th grade English papers. Whatever, enough. People, just never fly AirTran. Trust me.

Atlanta Employee, Bad Calls
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Let me preface this by saying that I was on a 5-day trip to Washington DC, with a round-trip AirTran with one stop. Friday was Los Angeles, Oregon, DC and Tuesday was DC, Atlanta, and Los Angeles. 3/4 trips were fine, spectacular, especially from DC to Atlanta.

So we arrived in Atlanta and because I was seated in row 11, I was in boarding zone 8. First, it takes an excruciating amount of time to board, given when we were supposed to take off, and it turns out some lady had knee replacement surgery and had to be accommodated, and she was crying about them embarrassing her when she was single-handedly holding up the flight. Then, zone 8 boarded and this employee declares that there's no room aboard the plane and everyone else needs to check their bags. I requested an aisle seat specifically so I could leave the plane ASAP.

I told her that my bag will fit. It is smaller than the dimensions on their bin. It has fit on the other 3 AirTran planes and on Delta planes under the seat. She insisted on checking it because there was no time to see if it fit because the plane would be late. I get on the plane and see that the bin on top of seat is full. With a laptop where my bag could have gone because the inconsiderate excuse for a human being behind me didn't want to jeopardize his leg room. Evidently some people don't realize that unless one is sitting in row 11 A, B, or C, their luggage does not belong in that compartment.

In another overhead compartment, there was a flat backpack where my bag could have gone. Basically the employee didn't even get on the plane to see whether all available spaces were filled before she declared everybody had to check their bags. That alone wasted half an hour of time at the airport. Their employee did not make the right call. Yes, the plane was in danger of being late, but there were empty spaces left in the cargo bins. I know they could have fit my bag because they shoved in the knee replacement lady's bags on the plane instead of checking them.

Also, if someone needed special treatment, they should have known beforehand, not 30 minutes before the flight takes off. Their lack of planning should not result in a waste of my time. Finally, the charm I had on my bag broke because it was not meant to be on a bag that needed to be CHECKED because the bag itself was smaller than most of the bags on the plane, minus the flat backpack.

Will Never Fly Again!!!
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I just returned from a vacation in which I had the unfortunate experience of flying Air Tran. Our trip to Atlanta from Houston was uneventful, however on our return trip to Houston, we found the customer service representatives/supervisors/gate agents at the Atlanta airport to be very unprofessional.

While checking in our bag in ATL, we were told that our bag did not fit THEIR measurement requirements and we would have to pay 49.00. Mind you my husband and I use the same bag for all our travels and have never encountered this before... I can understand weight, but we were told our bag was too wide. Funny, Southwest, Continental or United Airlines don't have a problem with this bag. The agent was rude and didn't even measure the bag.

When we asked for a MANAGER, he called a supervisor over, who pulled out her tape measure to measure the bag and advised us we were 2 inches over the limit. We repacked the bag, didn't take anything out, and we were then 4 inches over the limit. We then took items out of the bag and lo and behold our magic bag was now 6 inches over the limit. We asked why this wasn't done in Houston, when we flew to Atlanta, and she couldn't answer the question. We then asked for her manager and she proceeded to measure the bag, after more items were taken out, and come up with a totally different measurement.

While this was being done, other oversized bags were being accepted without any hassle. I would hate to think that this was because the flight was not sold out and this low-class airline was trying to make a buck. They may want to get some sort of consistent measuring device to measure bags, instead of having folks, who probably don't even know how to tie their shoes, to measure a bag with a 20 cent tape measure. Needless to say, we got our bag finally checked in, while other check in agents were laughing at us. We didn't have to pay the fee and we made it through security without any trouble!

Air Tran then changed the gate information without announcing this and didn't have an answer as to why this wasn't on our boarding pass. Our flight attendant also welcomed us to "Oregon" as we were arriving into Houston. All I can say is that they may have changed their name from Value Jet to Air Tran, but they will still be "no value" jet in my eyes. After this experience, I will pay the little extra to fly another airline into Atlanta or fly Southwest into Birmingham, AL before I fly with this bunch of morons again.

Wait - before you buy that ticket
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Purchased ticket online for niece. Arrived BWI 2 hours prior. Gate pass was pre-arranged via Air Trans 800 number. They couldn't provide my sister a gate pass due to computer issues. Finally they told my niece she would have to go to the terminal gate alone because her flight was boarding. She made it in time for them to close the doors. After missing the flight, she was on standby. The second flight she was placed on and 5 minutes before take off was told she had to get off that the flight was overbooked and the seat she had was sold. She finally arrived 6 hours late.
Return flight from Atl. I arrived with her 2 hours prior. Got boarding and gate pass no problem. Security was a mad house and we arrived at the terminal gate 30 minutes ahead of time. She was going to board but then was told she would have to wait, no seat assignment. I present a copy of my email I received two days prior with a seat assignment and was told this meant nothing, if I had not paid the extra money to get that seat she was basically on standby mode, with a paid ticket. She was allowed on the plane 5 minutes before take off.
I called corporate and due to a policy change you are basically in a standby mode if you don't pay extra for a seat assignment. Crazy me I believed if you bought the ticket you had a seat. Offered a $50 voucher but turned it down. I told the lady at corporate that this might work if you an adult but not the way to do business, especially with children. I wouldn't have had a problem if I was told this in advance, I would have paid the extra money.
The airline is consistently overbooked. There was one seat available for sale and 7 people waiting for seats when I got to the terminal that already had purchased tickets. They were begging folks to fend off for the next flight and take vouchers and food coupons. The worker at the terminal could have cared less and was rude. Sadly I pretty much had to tell her that I would prefer her getting on the plane to being on the 6:00 news for showing my butt. I asked for someone to explain and all I got was call customer service. I skipped customer service and went to corporate. Although the lady taking my call there sympathized she could only say if more people complained they would look closer at their policy.
Call their corporate office with your confirmation number and complain away. You won't get anything else from them. Never will fly them again, ever.

Customer Service is Non-Existent
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I had a recent experience with Airtran that was somewhat disappointing. I was flying from San Francisco to Oregon and then had a connecting flight from Oregon to Baltimore, my final destination. On the day of my flights, the weather in San Francisco was cloudy, causing many delays. Our first plane landed at 6:55 pm, right when the connecting flight to Baltimore was supposed to take off. There were at least 8 of us who needed to catch that flight. Could they have held it for 10 minutes for us to get on? Of course not. The flight took off 3 minutes early. As we ran into the airport, we were told we could jump on a flight that was about to leave for DC. After being hustled around to several different people, a lady printed us new boarding passes and told us that Airtran would pay for transportation from DC to Baltimore. We asked another gentleman about our luggage and he said "Oh, I guess we need to transfer it" as though the thought hadn't entered his mind. We got on the plane to DC and sat at the gate for at least 30 minutes while the pilot completed "paperwork." Presumably, they were also transferring our luggage to this plane as it miraculously did arrive at DC. So instead of holding the plane to Baltimore a few minutes and letting us board, they put us on a different flight and delayed that one. When we arrived in DC, they had heard nothing about the transportation to Baltimore. We paid for it out of pocket and finally arrived in Baltimore 3 hours later than we were supposed to. While I completely understand that all airlines experience delays and it is not anyone's fault, I felt this situation could have been handled with a tad more courtesy and common sense. The attitude that I got from every single person I dealt with at Airtran was that we were not their problem, they wanted to get us out of their faces and send us on to the next person (who would do the same thing). It seems that all of the Airtran employees slept through their customer service training, if there was any in the first place. I will definitely avoid flying Airtran in the future.

Lost Item, Air Tran Could Care Less
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INDIANAPOLIS, INDIANA -- I left behind a hat on flight 1156 from Ft. Myers to Indianapolis on 6/20/2010. *Just* as I exited the plane, I realized I had forgotten it and asked if I could go back to fetch it. The answer did not surprise me ('no'), but the reaction was: the two attendants turned their back on me. They offered zero service and would not acknowledge my presence. After much pleading, with little to no eye contact from either, one of the runners said that they would check the seat in which I was sitting. They had already started to board the next flight, so I waited patiently for about 15 minutes and......the next flight took off, with my hat still sitting somewhere inside. They said there was nothing they could do.

It doesn't stop there. I went home, crushed, and started calling AirTran's customer service center, who directed me right back to the terminal with the two un-helpful women, so said they had never seen my hat. I called the Indy Airport's lost and found, who said that they don't receive items left on airplanes. THEN I called the Orlando Airport, where the plane had landed. Apparently, Air Tran does not have a customer service/lost and found department there, but I could speak with someone at one of the terminals; no hat. I was then transferred back to Air Tran, and received a messaging service where I could voice my concern. One hour spent on a phone to talk to a machine. Wow.

I realize that this may not be the best story, as I only lost a hat and not my entire luggage or something extraordinarily expensive, but the amount of service I received was downright despicable. The hat in question holds a very good amount of personal and sentimental value to me, and I feel I did more than enough work attempting to get it back, with NO help from Air Tran's many departments and customer service lines. I am greatly disappointed in the lack of care and service and shan't be flying with AirTran again, lest I am helped to receive my personal belonging.

Customer service sucks!!!!!
By -

OK this is what happen to me me and my mother thought getting up at 4am to make a 7am flight would be a good idea, since we were flying to Boston that day, however getting up that early was a waste of time as you will soon find out.

We got to seattle airport around 530-6am got on the airline and the flight to alanta was fine until we go to the alanta airport and found out we got delayed by a few hrs, which in my mind seemed OK no problem we will still get to Boston around 9pm OK so 2hrs pass by and they let us on the plane we get comfy and they say we about to depart from the gate, as we did it started to poor out and lighting started to stike down and all they did was keep us on the run way for 2hrs while they waited the storm to pass which we thought OK this won't be long, were we wrong so after 2hrs of sitting on our asses they told us the airport was closed the flgiht is now cancelled and told us we could book on a later flight if we would like, so we got in this HUGE line with only one Agent with an attitude and all they had to tell us is we couldn't get on a flgiht until 3pm the next day which we couldn't do since I had to go to my brothers wedding.

so instead we complained for 25hrs straight to get us out of Alanta we didn't care where just get us out of there, so they booked us on a flight to Akron Ohio, OK fine we got there we had to sleep in the airport because of air trans stupid customer service and canceling a flight and to top it all off, they lost our baggage for 3days they wouldn't tell us where it was and when they finally did they told us we would have to pay a fee to have them deliver it to us at the hotel, so for 3days we didn't have anything but the clothes we have been wearing for 25+hrs straight, that is just nasty, so after all this B*&^&%& we went through were never going to take this airline ever again, they however give us a $100 Voucher which we couldn't use, so much for that

so what ever you guys do, please don't take this Airline go with someone else its not worth saving the few bucks and losing few hairs in the process

Prepare for hidden charge for seat selection
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After completing and paying for my non-refundable reservation (at what I thought was a final price) I attempted to select a seat assignment. Seat selection was only permitted if I paid $6 per seat per flight segment ($20 for front economy or exit row seats - $69 for business class upgrade). On the outward bound flight, I let AirTran assign seats. My wife and I were seated in middle seats on opposite sides of the aircraft. On the return flight, I paid the extra $6 each to avoid being jammed between two large people, again. Advance selection showed all center seats reserved, so I couldn't get seats together without paying for both. Apparently, most people chose to forgeit the extra $6, because the flight had several center seats open after all. The amount doesn't bother me -- $6 is not that much money. I am, however, very bothered by the failure of AirTran to disclose the extra cost before the ticket purchase is completed.

Never Again
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The flight from MKE to SFO was early, we were ticketed, checked in, had boarding passes, were on our way to the gate; there was no discernible page about early boarding. I get to the gate, my companion was one minute behind me, the desk personnel was about to board two standby passengers when I gave our names, showed her the passes. I said he's one minute behind me; we're here. She boards the standby passengers, there are enough seats on the plane to accommodate us, and more, returns, we're waiting for her and she announces: 'Too late, you can't board." Then the plane sits there, doesn't even take off when it was originally supposed to take off. We ask for a later flight and she says: "No more direct flights today (this was 0842) you'll have to reroute through Atlanta." Did she know that flight was the only direct flight for the day and that our arrival home would mean a ten hour delay? Yep. Did she care? No. Could she have waited one minute (actually, he was there in 40 seconds) for us to board on a flight that was taking off early? Nope. And guess what - they bounced 6 other ticketed passengers. I checked: there were at least eight seats on the plane.

We reroute: both flights to and from Atlanta to SFO were late taking off and both flights waited for and boarded other passengers AFTER the cabin crew was advised to prepare for take off. In one instance, we waited over an hour after scheduled take off for other passengers to catch our flight. It took us eighteen hours to get from Oregon to San Francisco.

We are filing formal complaints and requesting monetary compensation. If we do not receive compensation, we will contact the Aviation Consumer Protection Division of the US Dept. of Transportation.

A voucher won't cut it: the LAST airline we will ever travel on is this one. That's right, AirTran couldn't pay us to fly with them again. Ever.

Embarrassing, Unprofessional, Rude, Totally out of line
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My wife and I were returning from Orlando, Fl to Indianapolis, IN at approx. 8:00 Sept 19. Our experience is almost unbelievable! I was stopped at the entry after passing with the boarding pass and told my bag would need to be checked. I tried to inform her I had measured the bag and it was definitely within the limits stated on their web site. I was rudely ignore and told the bag was to large and would need to be checked. I tried to tell her the bag had flown down here on the plane to no avail. I was refused boarding and ask to step aside while whe called a "supervisor" To say we were embarrasssed is putting it mildly. In the mean time I hear the 2 staff people making bad comments about their Air Tran Supervisors about saying one thing and doing another - (as I best heard their remarks) The "supevisor" arrives and supports the Air Tran Staff and tells her and me the bag is NOT a carry on bag. I informed the guy it met their web site limits and after some exchanges of words, the supervisor actually took my bag and measured it! After he found out I was right - I expected and apology - BOY WAS I WRONG - the supervisor then in so many words told me the limits on their Web site were set by D. O.T. and were not theirs, told me the bag was still not a carry on bag, told me I was taking up other customers space to store their carry ons (the compartment right across from me on the plane was completely empty)- and FINALLY let me on the plane with the understanding that in the future NOT to bring that bag on the plane again! Obviously they won't have to worry about me bringing the bag on the plane - at this point I have NO DESIRE to be embarrasssed by AIR TRAN again. And as a Manager of a branch of one of IN largest Credit Unions I would never want to apologize to a member because MY STAFF did not KNOW or APPROVE of published rules of the company they work for - I didn't have to worry about that I received no apology even though the supervisor knew I was right - only a lecture - as previously stated! As a manager I CANNOT BELIEVE that man was a "supervisor" and his comments and actions were unprofessional, embarrassing, rude and totally out of line - At this point I have not heard back from AIR TRAN but after reading all these BAD reviews I can understand I am NOT the only one who has received BAD SERVICE from AIR TRAN

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