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!
My wife and her two sisters secheduled a roundtrip trip from Phoenix, AZ to Medford, OR. The flight was delayed because of "mechanical problems". They finally ordered pizza which was cold and then provided soda pop in very small cups. The outgoing flight should have arrived in Medford at 7:10pm. It did not arrive until about 1:30 AM.
It was the last flight at the Medford Airport but they could not quickly unload the luggage so everyone could go home. My wife's luggage was nowhere to be found. She was about to report it lost when it came up the baggage ramp. No other baggage had come up the ramp for quite some time. No compensation was offered for being over 7 hours late.
On the return trip we kept checking the airline's website for any delays, etc. None showing they went to the Medford Airport two hours early as the airline demanded only to find out that they had "Mechanical Problems" again. Same yucky, cold pizza and soda. Finally they were told they would depart about 1:30AM. As they went through the baggage check the ticket clerk "Scott" was very rude. One bag was 6lbs overweight. After having them wait over 6.5 hours (the plane did not depart until 3:30AM) they wanted to charge for the overweight. They had to repack the bags, which was not easy.
AFTER it was rearranged in total open view of everyone in the small ticket area, all closed up and within the weight limit, THEN the TCS came over to the ticket counter and demanded to hand search the baggage. A 62 year old US Citizen has just got to be a very high risk terrorist threat don't ya think??? After not finding ANYTHING they could confiscate, they reluctantly ticketed the bag and sent it on its way.
The plane did not take off until about 3:30AM!!! That's about 7.5 hours LATE. All the while their website had not shown that the flight was delayed or anything when I checked it at a little after 11PM (that was about an HOUR after it was supposed to land in Phoenix). I tried to verify flight status with the company but it was closed for the day. They did not have ANY phone numbers with a live person so I could find out what was going on. For all I knew the plane took off and had crashed.
When they finally landed about 5:30AM (again about 7.5 hours late) they parked the plane quite a ways from the terminal. There were thunderstorms in the area with lightning so they would not allow deplaning (good idea). They waited another half hour while the passengers were hopping mad along with the ground crew that had to turn the plane around and this was making them very late too.
The skies opened up and really unloaded just as they started to deplane (no covered skyways). Everyone was totally soaked as the distance to the first terminal was a distance away. Then they were drenched again as they have to go from the first building to the baggage area. Then a third drenching from the baggage area to the parking lot.
The first sister ended up having to miss her work day as she normally starts work at 4AM (plane didn't even arrive until 5:30 and deplane until 6AM and home by 7AM) so one more vacation day wasted. The second sister, after being up for 24 hours did make it to work but had to drive an hour to work without proper rest. The last sister has fibromyalsia and was in great discomfort with no sleep for 24 hours and all of the totally unnecessary aggravation finally collapsed into sleep within ten minutes of arriving home.
After all of this (total delay for BOTH flights 14 hours) broke the piggy bank and offered $25 vouchers off the next flight with them. I hope it is made of very low acid paper because it will ROT before we EVER fly this abomination of an airline again!!! Their rates may be low but their service (or lack thereof) is even.
Honestly, I would give Allegiant 0 stars. This was the worst flying experience of my life. My husband and I were flying from Appleton, WI to Las Vegas. Our flight was scheduled to leave at 2:15 pm. We boarded the plane, and sat in the extremely warm cabin for half an hour because they couldn't get the jet walk away from the plane. We finally left, but 45 minutes into our flight they decided to turn our plane around and head back to Appleton because an engine light came on. (Keep in mind that Allegiant had many different airports between Appleton and Vegas that we could have stopped at. In the end, the light turned off on our way back to Appleton).
Once arriving back at our original place of departure they had us all get off the plane with all of our belongings. They hoped it would be okayed quickly and that they would only have to refuel and board us all again. In the mean time, they put out sodas for us, even though everyone had already bought food and refreshments from the stand in the airport.
At 5:40 they announced that they were ordering us pizzas and that they were sending a plane from Vegas to come and get us. Why didn't they send a plane from Vegas (or somewhere closer) as soon as we had to turn around?! The staff informed us that we would be leaving at 9:15 pm. An entire day of our short vacation was deleted.
While my husband and I waited the 3 hours in the airport, we tried calling Allegiant to get some sort of compensation for our time. They don't have a phone number listed, so we tried chatting with a customer service representative on their website.The representative said that she could not do anything for us and that she did not have a number we could call.
As we finally boarded the plane, Allegiant informed us that we would all be receiving a $25 flying voucher per payment (meaning that my husband and I would only get $25 to split among the two of us) to use on a future flight. Someone commented how that was bull crap, and the Allegiant representative at the gate said that we could call the company and talk to them about it.
When I mentioned that they won't give us a phone number, she assured me that I could call the flights and reservations number and I would be helped. In reality, she was just trying to get all of us to shut up. My husband tried calling the number, but the woman said the she could not help us. All complaints needed to be sent via snail mail. I understand that Allegiant had no control over faulty equipment.
However, I have a huge problem with them thinking that 7 hours of my time is worth soda, pizza, and a $12.50 voucher! By the time we landed in Vegas we only had two days there. Allegiant had no problem sending us home on time though, at 8:15 in the morning. Because of their arrogance, inability to provide a viable contact method, and penny-pinching ways, I will never fly with Allegiant again.
This is the first time that I have been upset enough to take the time on line to inform others about bad service. At the moment I am in graduate school away from my wife and 4 daughters; I have not seen them for 3 months. The reason we are not together is financial, my wife is in the process of selling our home. My wife purchased a cheap flight on Allegiant Air for me and I was excited to finally see my family. I got to the counter line 55 minutes prior to departure, by the time that I got to the front of the line it was 35 minutes until my flight was supposed to leave.
The girl at the counter told me that she could not give me my boarding pass because I was supposed to get it 45 minutes prior to departure. I explained that I was in line for 15 minutes and that I was there over 45 minutes early. She then says that I am supposed to be there 2 hours early to ensure that I can be at the counter on time. Sure enough this is explained on their website but still it is really stupid when I know I could get to my flight in plenty of time. They told me that I could rebook for a later flight which would be in 3 days; also I would have to pay the full price. I was unable to do this because of money and time.
I got back in line to attempt a second try at getting my boarding pass. They would not even acknowledge me when I tried to talk to them. I tried to be polite and explain my situation so that they might feel sorry for me but this did not help. What made me the most upset is that they seemed to be getting pleasure out of the situation. I was very upset and only became more so when I noticed that the security line was very short and that even at that moment I could have easily made it to my flight if they would only let me.
My daughters are very young and this event was very hard on them. My wife was so upset that she called the customer service and they were unhelpful. I looked back at the Allegiant counter as I left and noticed that they were looking at me and sort of laughing. This was beyond bad service and down right sick considering I had told them my whole situation about not seeing my family for months.
I do not argue that I was cutting it close on time but knowing that they could have got me through and they decided not to just for what appeared to be enjoyment on their part is why I wrote this negative response to my experience. I will never fly Allegiant again, or should I say attempt to fly Allegiant. If you decide to fly allegiant I suggest you get there much earlier than you would for other airlines.
CHARLOTTE, NORTH CAROLINA -- I flew Allegiant Airlines from Concord, NC to St. Petersburg, Fl. The price was incredible. I had no issues whatsoever. The seat was comfortable. The staff was jovial. The flight was on time each way. Would definitely fly with them again.
FLORIDA -- Unbelievable. I booked a flight in early October for travel over the Thanksgiving holiday to Pennsylvania. A snow storm blanketed the airport the day before our trip and snow and freezing rain continued through the next day (our travel day). I called to cancel our trip because we would have to drive 3 hours from the airport in Harrisburg PA, through mountainous, treacherous roads to get to the family home. "Sorry" was the response, you can't cancel unless you have "trip flex" protection.
Now let's review cost. Two round trip tickets from Orlando to Harrisburg cost $812.00 (including all the fees). The fees were $236.00. My husband and I are over 60 and could not risk driving in those conditions. If I had paid $75 per leg per person ($300.00) for trip flex then I could change the flight or get a partial refund to be held by the airline for 6 months to be used for a future flight. So I'm out over $800.00 because I failed to predict the weather accurately. What's really sad is that they keep fees that have nothing to do with the ticket, such as carry on luggage fee.
So if I had paid about $1112.00 for my ticket on Allegiant, a bare bones, poor service, poor safety record airline, I could have changed my flight. How stupid of me! If I had any self respect I would have booked on Delta or American. Paid $925.00 for my trip and received a refund minus $150.00 per person if I cancel within 24 hours of the flight time. Think carefully before you use this unscrupulous, unethical, unsafe, airline just because you want a direct flight. Sad... just sad. Never, under any circumstance will I use this airline again. I will log on to every complaint site I can find and tell this story. Maybe it will save someone else some serious grief.
LAS VEGAS, OREGON -- Allegiant seems to have a policy of trying to make it so customers purchase a service they cannot use! Be very aware if you book a "package" of flight and hotel and the hotel is for any in the MGM system with the "free show tickets" Allegiant seems to try to make it so you cannot redeem them!!! I chose this package for a little birthday get away for my husband and I in late June as it was a slight savings over what I found elsewhere.
The email they send to customers tells you "To reserve your complimentary show tickets as part of this package, please visit http://www. mgmresorts.com/tw and enter your confirmation number." And that you must do so within 72 hours of booking the package. At the top of the email it gives your confirmation number issued by Allegiant.
I tried countless times to do this and each time it would not work. Finally I found an email to get ahold of customer service (finding a phone number seemed impossible) and sent my problem request and got an instant reply that said they would get back to me with help within 24-48 hours (remember only have 72 hours). I did not hear back within 48 hours and all the while kept trying to do what the original email told me to do.
Finally I found an actual phone number for customer service and called. The representative said she gets calls like this all the time and this is the part of her job she hates. The email they send is not forthcoming with the correct info--the representative told me this! In fact the confirmation number required to book the tickets is the hotel confirmation number which is not generated until about a day after the initial booking, and that is not sent to customers unless they call this very hard to find phone number and ask! Then she emailed it to me.
But of course this is only after I cannot do what Allegiant told me to do to get my tickets, and now it is past the 72 hours and the representative says it may or may not work and there is NO recourse with Allegiant as the 72 hour rule is through MGM. She gave me the MGM phone number and said I could not speak with anyone up the chain at Allegiant--they do not allow it (again she said she wished she could as she hated this part of her job).
Unbelievable! I have never worked with a company like this that would purposely sell a product then give incorrect information to follow to redeem the full purchase, and then tell you that if you don't like it you are stuck with no recourse. Luckily MGM had a much better approach and over the phone they validated my tickets. Yes, Allegiant is cheap but as far as I can tell this is a scheme and seems to be unlawful!
LAS VEGAS, NEVADA -- I scheduled a trip to Blaine Washington from Palm Springs for my wife to spend her birthday with our grand children. I booked the flight 3 weeks ahead of time, and surprised her with the planned trip the morning of her birthday. On arriving at the check in counter of Allegiant Air in Palm Springs at 10:37am for a flight scheduled for departure at 11:20am (43 minutes before departure).
We were informed by the attendant assisting a family of 4 just ahead of us that the counter was now closed, that we were considered a "NO SHOW" and we would not be allowed to check in and that we had forfeited out air fare. At first, I thought this was just a bad April Fool's joke. To my AMAZEMENT, it was not.
As we argued our importance of boarding this flight, another passenger scheduled for this flight, a young mother, with an infant daughter, whose husband was based in the local 29 Palms Marine Base and was serving duty in Iraq, joined us in the check in line. This young girl was traveling to Blaine Washington to be with her mother who was in the hospital and was scheduled for stage 4 cancer surgery the following day. She explained her situation to the attendant, asked for consideration for her boarding this flight, as she could not afford to forfeit her fare, and could not afford the $258.00 fare needed for the next available flight departing 5:20pm the following evening.
On witnessing this poor display of customer service, 2 couples, waiting to check in at the competitor airline (WestJet) next to the Allegiant Air check in counter came over and purchased the ticket necessary for this young girl to travel to see her mother the following evening. A TRUE ACT OF HUMAN KINDNESS!! Much unlike the way the attendant from Allegiant Air had acted. I truly feel this attendant got pleasure out of denying my wife and this young mother boarding, as she had a bit of a smirk on her face. Needles to say, this is by far the worst display of customer service on the part of ANY company I have ever experienced!
EUGENE, OREGON -- To start off I called Allegiant Van Lines and spoke with Alisha. Allegiant sent me my bid at $3300.00. I was moving from Utah to Georgia. Did I make a mistake yes, but the fact is why are these people still doing this. Anyway, they showed up and started packing my things. When they showed up, my wife called me and told me they had other customers product on the truck. I asked Alex if I could get a weight ticket with what the truck weighed before we start loading my belongings, he replied yes I can give you one.
Anyway, long story short they loaded my belongings and I followed them down to the CAT scale, because I demanded a weight ticket. Once we got to the scale Alex had his co-partner stay with me while he went and weighed the truck. Alex came back and said the scale isn't working correctly so I will have to email you a copy, which I thought was fishy to begin with. I never did receive any paperwork other than the estimates with the bill.
Long story short the bid has gone up 3 times, which is at almost $9000.00. My company helped me re-locate, which paid the deposit to move. I have had to reschedule 3 different times to get my belongings, which now they are trying to charge me storage fee. Alex is saying now, that they will not deliver my belongings until they receive full payment.
Do you believe they even had the nuts to ask my work to wire them the money? I thank all the write ups on these people because it helped me become more knowledgeable on who I am dealing with. I am working with the federal government to get my belongings back, but at least we all are taking one step closer to finally shutting them down. Thank you for your help the other day for sending me the email address to the agent, you know who I am talking about. Please do not use these guys. They have many alias and have had their DOT number changed numerous times.