LAS VEGAS, NEVADA -- My nephew was to fly home from Los Angeles to Medford. I understand that airline has a policy that under 18 cannot fly if a weather advisory has been issued. Knowing this, I asked if I would be notified for an advisory prior to arrival. I was assured I would be from your agent. I checked the flight status prior to leaving and was listed as on time, no email or calls of an advisory. Drove the two hours to LAX and was told due to an advisory that he could not fly, and I could try again in four days. When asked why I was not notified prior to coming to the airport I was informed that the airline only notifies passenger upon arrival at the airport.
This is most likely not an issue for adults or minors traveling with a minor. However, I was told that I would be notified and was not. Very rude gate agent said I would have received an email. I was not and could show her. Then she says it would be on the website. I pulled up the website and it did not have a weather advisory. Trying to get him home that day instead of waiting for four day I was told he could be changed to flight to Eugene which is two hours from his home. When asked that if the Medford flight was diverted where it would most likely be diverted to, of course the answer was Eugene.
So best case scenario he gets home on time, worse case he goes to where he now has to wait 6 hours to fly to. I called customer support where I was told they could only talk to my nephew because they considered him an adult, and he would have to make reservation changes himself. Wow, ironic they will not let him fly alone but is considered responsible enough to make reservation changes. Call center hold was forty-three minutes and would like to point out that your message say it will give you an approximate time of hold but then does not.
FLORIDA -- Fly the unfriendly skies of Allegiant Airlines (and BTW, never choose Orlando-Sanford Airport as your departure or arrival point). We were going to my daughter's, Tammy, wedding in Cincinnati. Mazal and I departed for Orlando SFB for the 1:37 flight #620. We were told that we had to be there at 7am. However it took just about the same time to get to the airport - no highways - just a dark, unlit back road that went on for nearly 20 miles. Thank God my Waze starring Arnold Schwarzenegger was working. The prime parking lot was nearly a 1/4 mile walk to the terminal - no shuttles. Do you think that is bad? Well as southerners say: "You ain't just whistling Dixie."
Returning from CVG to SFB was the pits (and they had their nerve to charge for those pits) on Allegiant. The plane - flight 621 - was scheduled to leave CVG at 3:53 pm on Sunday 7/12. Their website was apparently down on Saturday evening and Sunday morning. I was unable to access the site to get our boarding passes. I was finally able, late Sunday morning, to get the passes, which I put on my smartphone. We arrived at CVG at about 2:15 pm. Allegiant wanted us there 1 hour before the 3:53 departure. The TSA lines were monstrous.
After finally reaching the TSA officer, he said his computer could not read the Allegiant barcode on the smartphone. He sent us back downstairs to Allegiant to get a paper boarding pass, which we rushed to do. We returned to TSA and checked in and hastily walked and then took the tram to the other side of CVG (Gate A18). Then more fun happened. We were informed that the 3:53 departure was changed to 5 pm, then changed again and again. The charging ports at the gate did not work and my phone's battery drained (Therefore no Waze on the way home to The Villages from Orlando-Sanford in the blackness of the evening).
The airline claimed that an electrical light was out and they had to fix it (BTW, how many Allegiant or CVG electricians does it take to fix a tiny light? Well, I'll let you figure it out. Also remember, the federal government requires paperwork and more paperwork before the plane is allowed to leave the tarmac). We were finally allowed to board a little after 7 pm (more than 3 hours after the plane was supposed to leave. The plane started to taxi at 7:30 pm and lift off was 7:46 pm - just a little less than 5 hours considering that Allegiant wanted us at the gate by 2:53.
The plane with its disgruntled passengers was filled to capacity. We were not offered any monetary or coupon reimbursement and not even a tiny bag of pretzels or some water. However I did see a flight attendant glance around before giving an empty cup to a passenger who had his own bottle of water. (I guess there may have been a corporate spy on-board and she didn't want to lose her job). After awhile, the perky flight attendants came around trying to SELL their overpriced junk food to the passenger. Although the captain did apologize for the delay, the staff would not give any complementary "food items" to the sardines stuffed into the Airbus.
By the time we left Sanford airport's arrivals terminal and walked about a half mile to SFB's prime parking area, Mazal and I were exhausted. But the fun was just about to start up again. My phone was dead, therefore Waze and Arnold's melodious voice were not available to guide us home through the blackness of the night. We traveled up and down roads -- busy roads and dinky roads -- all to no avail.
Finally I found a gas station open and we filled up. The attendant gave me directions to that notorious Route 46, which extended as a 2-lane pitch dark road until it reached civilization about 20 miles at Route 441. (Thank God the chainsaw and ax murderers on that road were out partying somewhere else). We arrived home at midnight, 6 hours after we should have arrived home. I plan to post this message on Allegiant's Facebook page and send copies to the FAA and Department of Transportation.
To sum up: "I will not pledge allegiance to the Allegiance Corporation of America." Maybe we should give up flying and drive or take a bus or train. This note is also being sent to Allegiant customer service. I hope that Allegiant customer server is not just an oxymoron. I believe we should be adequately compensated for the horror that we and countless other sardines encountered that day.
MILILANI, HAWAII -- I arrived at 9:41pm on Friday May 22, 2015 to LAX. I patiently waited to retrieve two checked bags on carousel A. The luggage with my clothes came across the belt. My other bag did not arrive. I was only in LA for the Memorial Day Weekend for a Field Hockey Tournament with my Coed Team from Hawaii. The bag that did not arrive was my stick bag. It had three sticks and two shin guards in it; along with a mouth guard. These are all of the items that I needed to play in the tournament. As you can already assume; no, I did not play.
We spotted Sergio **, who works for Allegiant, and asked him if it normally took this long to get bags off of our Allegiant flight (I am actually embarrassed to capitalize the 'A' in the name of the airline; it doesn't deserve to be a proper noun). Anyway, he told us that it did not normally take this long and that the baggage probably did not make it on the flight in some nonchalant attitude. He gave us every excuse in the book, including saying that it was oversized.
Now, my teammates who had larger gear bags than I made it safely to LAX without any issues with baggage. There was no reason why mine should have been considered 'oversized' unless it was because that they flew with a different airline -- with that, I wouldn't be surprised. Mr. ** then proceeded to explain to us that it was in a holding area in Honolulu and will be on the next flight tomorrow, Saturday 23 May 2015. We asked what time would it arrive. He retorted that we could come back at 9:45 pm (same time) to retrieve the luggage.
Of course this meant that I would be sitting out for the first day of the tournament. I was frustrated, but I was glad that I was given direction and guidance to retrieve my luggage the following day. Mr. ** gave me a phone number to call: ** -- I later discovered that this was the 'duty phone' (which is a cell phone that sits in the office of Allegiant in LAX) -- More to come on that.
I painfully sat out on all the Saturday games, but I still went to support. I called the number that I was given multiple times. It never rang. It just gave me a busy signal -- I had complete cell service. Nevertheless, I knew that we would head to the airport around 9pm to retrieve my luggage later on that day.
At 7:23 pm and 7:26 pm, I missed two phone calls -- from personal cell phones. One from Amaya ** and one from Chrystal ** -- both who work directly for Allegiant. I didn't see the missed calls until 7:51 pm and immediately called both numbers back after listening to the voicemails. It had only been 28 minutes. The voicemails both stated that my luggage did arrive and that they were closing soon. Unbeknownst to me, soon literally meant in 5 minutes from when they left the voicemails.
The first (Amaya) did not answer. Luckily Crystal answered. In hopes that I would hear some good news, I unexpectedly get told that they are no longer at work, the cage is locked up (with my bag inside), and I would not be able to get the gear until 630 am the next day (Sunday 24 May 2015 -- the last day of my tournament). I told one of them to call Mr. ** and leave him my number and to call me back.
I am not sure if they did as I had asked, but I surely did not receive a call back. 8:47 pm instructed me to call and text the duty phone because someone would be there until 9pm that night. I called again and it finally rang, but no one picked up… It was 8:47 pm. As you can already assume, no I did not get to play in the next day of the tournament.
Obviously, there are a few things wrong here. I won't attempt to unnecessarily recap the last 24 hours -- I think you have been patient enough reading this -- but what I will do is express the one thing that grinds my gears the most: we were LIED to. Mr. Sergio ** is not capable of handling the position he is in if he cannot even give the correct hours of operation for his department. He led us on, gave me false hope and cost me money for the tournament that I did not get to play in.
I expect to be fully reimbursed for the expenses as follows: California Cup Field Hockey Tournament: $141, USA Field Hockey Membership Fee: $10, Total Airfare for Allegiant: $401, Mileage: 85 miles at $4 a gallon, Parking: $8. I will be sure to never use Allegiant again, and I will continue to share my experience with others in order to ensure that they make the right decision and choose a different airline.
UPDATE: Today, Sunday 24 May 2015 I received my bag. There were five people working the check in desk. You guys don't even have an office at LAX. How pathetic! I was told to wait because Sergio, the only one that has the key to the cage where my bags are at was not working today. WHAT?! That was AFTER they had told me, the day before, to come in at 0630 to pick up my bag.
What if I had come there at that time? Nobody would have even been there to help me. Instead we took our sweet time and woke up at a decent hour to get there at 9:45 am. And after they told me to step aside and that they will help me. I proceeded to give my testimony on the last 72 hours to everyone (like 7 people) waiting in line for this awful airline. Somehow they miraculously found a key when I was told that Sergio was the only person with a key. I expect to be completely reimbursed for my flight and the cost of my tournament fees. I will not stop until I do.
AUSTIN, TEXAS -- First I would like to say I am not normally a person to send in non-complimentary emails or phone calls. I am a very logical person and am very easy to appease under most circumstances. I am a veteran and have definitely been in some difficult situations so normal delays and inconveniences that come with air travel do not bother me. Get me to where I am going and that's all I ask. This email is to inform you that you did not get me to where I was going in this instance. It was for a flight from Austin to Las Vegas and then back from Las Vegas to Austin. You'll notice that I was not on the return flight from Vegas to Austin.
On the morning of March 24th I arrived at the airport at 6:10 in the morning. My plane did not leave until 7:30 that morning and never have I had to arrive at the airport earlier than an hour and a half so I Figured I had ample time to check in, get through security and then get on the plane. I was incorrect in this instance. Let me explain some things that I noticed.
Every other airline has kiosks and allows people with carry-on luggage to check in and get on their way. I am one of those people. I had 1 small bag. Your airline has no kiosks and forces each and every single passenger to wait in line to get their ticket. Please see my next point about lines.
Every other airline had barely a line to wait in for people to check in with luggage. Your airline had a line OUT THE DOOR. It was for lack of better terminology the biggest cluster ** I've ever seen. You had a lady yelling out different cities to get them to the head of the line so they wouldn't miss their flights. I happened to come in at 6:15 and supposedly she had been calling for ** but I suppose I arrived a minute or two late to hear these calls, so I waited in line like you're supposed to.
You have all your flights leaving at the same time in the morning - Why? How about you stagger your flights until you can get your check-in situation fixed? It seems to me you're taking on too much and can't handle the amount of traffic you're getting through your airline. This brings me to my next point.
I get to the front of the line after waiting an hour in it, only to find out that I missed the 45 minute pre-check in window and I would not be allowed to board my plane now. It was very clear at this point that your staff was over worked and very disorganized. No one was smiling, no one could help, and no one was cordial. I was directed to a rude woman at the far left to see if she could help me.
I asked about how I was supposed to get home and she said the next available flight was THURSDAY. Let's think about that - I'm in Las Vegas Nevada, I live in Austin, TX and I'm told that there are no return flights until 3 days later? Ok, so you only fly Thursday - Sunday and there's nothing the rude woman can do for me - AT ALL.
I then have to go over to Southwest Airlines and pay $542.00 for a one way ticket back home. FIVE HUNDRED AND FORTY TWO DOLLARS. I'm not sure if that's a lot of money to whoever is reading this, but it's damn sure a lot of money to me. A few years ago and I wouldn't have been able to afford it if you know what I mean.
So, I'm writing you to let you know about mine and many, many, many other people's experiences at your airline that day. I am writing to let you know that not only did I not get to use the entire amount of my ticket with your airline, I had to pay out an additional $542.00 for a new ticket due to the coordination of your airline schedule, lack of equipment to serve it's customers and it's staff - Who to be honest was doing the best they could under the circumstances.
Please take into consideration this email and give me a call back. Is there anything you can do to help me? Is there anything you can do to appease this situation? Sure... I could have arrived at the airport 3 hours or more earlier, but who knew your airline would be slam packed at 6am. I've been traveling for over 25 years and never have I seen anything like this that early in the morning anywhere. Think about it. Talk it over. Can you try and make this right? Sincerely, agitated customer.
LAS VEGAS, NEVADA -- Allegiant? does it have a heart? Now that my head and heart have subsided from pain from the loss of my mother, I want to write this message to Allegiant due to the COLD BLOODED experience I received from this company. I'm going to try to keep this short as if I write it in detail it will sadden me to no end.
April 29th, my mother passed away in my arms. A week later I called Allegiant as I will not be able to use some tickets I purchased. Customer service agent advises me that there is no procedures on bereavement situations but she will ask management for special circumstances (placed on hold). Agent comes back online and tells me that management sees there is no procedures on bereavement and decides to decline my request. Management advises agent to offer me $5 dollars as a REFUND!!
To no fault of the Agent, she offers me to have her send a request to upper management to view my circumstances due to a death in the family as there is no procedures in any of their terms and conditions. To me, when there is nothing on terms and condition on bereavement that it would be up to a values base decision which is basically a human making a decision.
A few days later I get this notated in quotes, "We are sorry for your loss and understand the nature of your request as ** party are inquiring about changing travel plans due to family bereavement circumstances. In an effort to keep our fares low for all customers and to stay competitive, Allegiant Travel does not offer medical/bereavement exceptions or fares." WOW. An email to say sorry but yea NO. Sorry for your loss but we need to keep your money. Sorry but we really don't care.
Allegiant, my name is Rommel **. For the love of everything that is good on this earth, you need to look in the mirror and really look at yourself. Do you care for your customer? Do you have a heart? I'm sadden to say to you that you do not. As I write this, I'm sadden that a US based company would even think of just saying sorry but it's your loss not ours. I must say that you fall short in the humanity chart. I will close this letter to say that in a small way, I will try my best to be heard in any and every avenue of electronic reviews including any news outlet that can share this about you. Shame on you management.
CONCORDE, NORTH CAROLINA -- Walking into a old airplane hanger and calling it a "airport", this should be shut down. When inside it smells of mold, roof has leaks, port-o-potties for the restroom, all staff is rude and complete scumbags! This is the worst airline company I have ever seen. The FAA needs to step in and shut them down. The employees really need to check themselves because the attitudes they have, you would think they are movie stars and in reality all they are is ghetto trash that maybe they received a GED.
The experience of waiting for over 4 hours because they delayed the plane because Allegiant is too stupid to fuel up, buy newer parts, or wait not be scumbags and have proper equipment so the planes are safe. I bet the CEO travels on a real airline and not this ghetto trash. Funny no one hears from him. I wouldn't want my children to fly this airline.
LAS VEGAS, NEVADA -- I have read the reviews of Allegiant Airlines and I think it is time to post something nice, but damn I can't think of anything. Simply put off the 5 passengers traveling to my daughter's wedding. 2 arrived without luggage and three never arrived. I should add they were not lost as was the luggage although that is within the realm of possibilities with this airline. Their flight was canceled.
Try calling them - no help. You might get someone but they are skilled in lies and stalling tactics. They truly have no clue. I went to their office in LV and was greeted by a security guard only interested in kicking me out. If you are at all thinking of flying with them PLEASE DON'T - you have been warned. Leave a day or two earlier and hitch hike. It is safer.
UPDATE 6 days later one bag still AWOL. Grandparent was unable to attend wedding. :-(
CALIFORNIA, CALIFORNIA -- Our winter wonderland getaway turned into a nightmare this January. While Allegiant has a lot of pros--great pricing, great ground crew, amazing pilots, and courteous on board staff we felt that there were enough cons that may never bring us back.
Canceled/delayed flights: Our trip out was canceled, our flight home was delayed by over two hours. Customer service: Each call into customer service will shave away 40+ minutes of your life. Poor compensation for canceled/delayed flights: Never in my life have I felt completely stranded by an airline when they canceled my flight. All we received was a flight voucher good for another flight. I had to fork out money for a hotel, new airline tickets on another flight, and more.
Never again! What passes for customer service at Allegiant Air is shameful. Any money saved by flying this airline is so far offset by the sheer frustration created through processes that are so clearly designed to discourage and hoodwink customers in order to garner additional revenues.
A mistake was made on my original plane reservation where one seat of one leg of the trip was assigned for only one of the two of us flying, with no readily apparent way to correct this. The online chat option was ‘down' and after being on hold for nearly 30 minutes, the most impolite and uncooperative customer service representative told me that there was no way to correct this mistake.
When I asked to speak to a supervisor, I was told that she would have someone call me within 48 hours. Of course, no one called me. Prior to calling, I had sent an email through their online customer service about this and received confirmation that someone would get back to me in 48 hours via email. Of course, no response was received. Eventually after logging complaints on-line, I received the ‘customer service' response that nothing could be done. In the meantime, I figured out how to delete the seat selection online and instead of having my cost reduced by the amount of the charged seat, I received a credit voucher for future usage.
Weeks later and within the 24 hour time prior to departure time frame, I tried a change to my baggage selection, realizing that the carry-on baggage allowed by Allegiant is basically a purse, and tried to apply my credit voucher only to be ‘told' that if you paid by debit card, you can't apply a voucher. Only credit card users can have vouchers credited!!!
So, another built in design to totally frustrate and add costs to the unsuspecting customer. The bonus you get by user your debit card, thus less expense to Allegiant, is now rendered futile because I had to pay the extra baggage fee on my credit card and am left with a credit voucher for future use!! Absolute absurdity.
And on top of this, the online effort to make this credit card additional payment based on my baggage was totally futile. I tried 4 times to no avail. The Please Wait never went away and it would not process the transaction. So, what I am sure will come next is that I will be forced to pay a higher baggage fee at the terminal, because the online option was not conveniently not working!!!!
I then went into my reservation via My Allegiant and wanted to change my baggage again and choose my seat assignment. This time I was asked to pay an additional $40 for the baggage change, instead of $14—the differential between my carry-on cost of $26 and the $40 checked. The system would not allow me to deselect the carry on bag option, therefore paying for both now!!!!!
So after being told that the queue was 10 minutes and being on hold for 42 minutes to speak to an actual person, I am happy to say that the woman who finally answered handled the matter. However, since it took an hour and a half to handle this part of the mess, we are boarding in zone 6. Thank god for small favors.
I work at a college of hospitality with over 3500 and I promise I will make sure that Allegiant Airs example of the poorest most aggravating ‘customer service I have ever experienced is taught to each and every student for years to come. Shame on you Allegiant Air. Shame on you!!!! You should all have to use your own booking and customer service processes as punishment. Life is too short. I will never fly this airline again. I could have driven from Orlando to Harrisburg Pa in the time it took to unsatisfactorily deal with this simple request to change a seat assignment and make a change to a baggage selection.
Never again will my husband and I fly Allegiant Air. Someone had told us about this airline that had cheap non-stop flights out of XNA (NW Arkansas) to LAS (Las Vegas) so we decided to take ourselves on a fun vacation. I had never been to Las Vegas and was excited. Unfortunately had I known then what I know now I would have flown on a different carrier even if the flights were more expensive.
On Sunday we checked in at XNA 2-hours before our flight (per our confirmation) with one checked bag. When checking our bag in there were two women working at the counter. They mentioned that there was another flight going to Tunica before our flight and they “hoped” that our bag didn't end up on that flight (then they chuckled). First of all I didn't that was funny at all and second I was hoping they knew what they were doing. Our flight left on time and off we went. The pilot said “sit down, relax, and lower your expectations.” I should have known right then that this vacation wasn't going to work out as planned.
Our flight landed at LAS on time. We went to the baggage claim area to retrieve our bag and start the fun... NOT. Our bag never showed up, as well as three other couples who were on the same flight (and had also checked in about the same time as us). My husband told the Allegiant Air customer representative that our bag didn't show up and that we had a feeling that it had ended up in Tunica.
She pretty much ignored us and handed us a form to fill out. By the time we left the airport it was midnight. We still had to get a shuttle to the hotel (which I will never do again) and get checked in. We were exhausted and had no bag, no clothes, and no toiletries. We were told that Allegiant Air would call us as soon as they located the bag.
We had pre-paid to rent a Harley for 3-days starting on Monday. That would have been fun but we didn't have any of our motorcycle clothing. All we had to ride in was shorts, t-shirts, and sandals (not the safest). That day we never got a call from Allegiant Air. My husband called them and left two messages. We were still hoping our bag would show up so we held off on buying clothes, although we did buy the necessary toiletries (toothbrush, toothpaste, etc.) to get buy.
On Tuesday afternoon we finally got a call from Allegiant saying that they had found our bag. They weren't going to send the bag to us in Vegas but would have it waiting for us when we returned to XNA. I was so upset! If they had listened to us in the first place they would have found our bag on Sunday night and would have had plenty of time to get it to us before our vacation was over.
We still had 2 more days in Vegas without clothing or our toiletries (meds included)! Finally we decided that we needed to buy some new clothes. After all, I didn't come to Vegas to do laundry every night in the bathtub!
Finally Thursday came and we headed home. I knew that Allegiant would make it right by us. I wrote a letter explaining our situation and sent it to their customer relations office with a copy to the VP. It took over 3-weeks to hear anything back from them even after I repeatedly left messages and sent e-mails.
What they gave us was a lousy check for $75! That's it! Certainly not enough for two people to replace clothing and toiletries for a 4-day vacation. They explained that they would pay up to $25 per day up to $100. I'm thinking that would have had to be for each ticketed passenger since you can barely buy a pair of pants for $75.
After another series of phone messages and e-mails I finally get someone with Allegiant to tell me that their policy for “delayed” baggage is per bag... not per ticketed customer (although they can't give me the link where that is in writing). Basically Allegiant Air is a cheap airline, flying cheap planes, and is totally lacking in the customer relations area. Never did hear back from the VP either. Southwest Airlines here I come!