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35 Reviews & Complaints

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Flights for Spring Break Cancelled 2 months ago - we were not notified!
Posted by Goaliegirls3021 on 12/04/2011
NIAGARA FALLS, NEW YORK -- We booked an extended family vacation with Cruise to San Juan for Spring Break. We heard from a friend - who heard from a friend, that Direct Air hand cancelled some flights out of Niagara FAlls. Upon calling Direct Air myself, I found out that in fact our flight had been cancelled, 2 months prior! When asked why I hadn't been contacted, or a refund hadn't been issued, they said they were working their way through a big list, and calls were being made based on when we booked. We booked 7 months ago!
We have now re-booked using a major airlines and paid over $1100 more than our original cost as we are getting too close to our travel period, and all the Direct Air cancelled flights to San Juan, Barbados and a Florida destination that's gone, are scrambling to leave the same weekend!@
Thanks a lot Direct Air.
Great Customer service! NOT!

     
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Posted by trmn8r on 2011-12-04:
The way thing are in the airline ticket business these days, your complaint is a good reminder to everyone to intermittently check on their reservations. A lot of cancellations are taking place as airlines fight to be profitable and fly full planes.
Posted by CowboyFan on 2011-12-05:
Direct Air is a charter flight. All charter flights risk being cancelled if not enough people sign up, or there are problems with planes, etc. The problem is compounded by buying through a third party, Cruise.com, since Direct Air might not even have your contact information.
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Do Not Do Business With This Airline
Posted by Erniehyde18 on 10/16/2011
WORCESTER, MASSACHUSETTS -- We bought 2 Family Ties vouchers in April this year and a week ago, I went online to reserve flights in January, 2012. I followed up with an email asking how long it would be before I heard whether we had the flights requested. I have heard from neither the reservation request nor the email. My next move is to sue them under Massachusetts General Law 93A for unfair and deceptive practices. Fortunately, I am a lawyer who can do it. If this has happened to you and you have lost money as a result, contact a Massachusetts lawyer who deals in consumer protection if you are in Massachusetts and want to sue them as well.
     
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Circuits Busy - No response from efforts to contact through Web Site
Posted by Dsconrad919 on 09/13/2011
We pre-purchased two of the family ties vouchers (the special ended 9/11/11)from Direct Air. Ticket reservations opened 9/12 for the family vouchers. We went on the web site at 12:01 A.M. and submitted a round trip reservation request for a Punta Gorda departure in December with a return from Kalamazoo, MI. We are suppose to receive an e-mail letting us know if the flight reservation has been accepted. It has been 48 hours and no response. We have tried to call Direct Air numerous times and "all circuits are busy". We have sent e'mail contacts through the web site and no response. Our next move if we do not hear from this company in the next 24 hours is to cancel the charges. This whole situation leaves me wondering how this company does business. They obviously are understaffed and are totally lacking in customer service. I do not recommend doing business with this airlines.
     
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Posted by BEJ on 2011-09-13:
Perhaps they have been overwhelmed by the number of responses. If it is a really great deal you might want to give them more time to respond if that fits in with your time schedule.
Posted by no response on 2011-11-20:
They do NOT respond to emails! DO NOT USE THEM!
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Direct Air - Family Ties Sep 2011
Posted by Spoont on 09/12/2011
I left this as a comment on another post, then thought it probably deserves its own heading.

Today is Sep 12, which is the first day you can book for the Family Ties passes that were sold until last week. Having read some of the reviews I was not looking forward to the experience. My goal for purchasing these passes was for inexpensive flights to FLA to get on a cruise with my parents and family (6 total). Before I bought the passes I called the customer service # (on Sep 5) and asked how many seats were available for the flights I wanted (constrained by the cruise schedule). There were 50 each I was told, which is how many are blocked for this promotion. The woman said if I called back on the 12th I should have no problem. I had a hard time getting through today (all lines busy) but called the main number on the website and they transferred me into the system. I was on hold for 1/2 hour and heard some key clicking then was disconnected. Called back the same way again, waited 35 minutes, and had my call handled. It all went very smoothly. I got the flights I wanted, all seats booked together on both flights, and no service charges (was advised of luggage charges for checked bags and given advice to pre-pay the day before once we were packed). Very courteous male agent. Now to see if the flights go as planned, but so far I'm happy with the promotion and the service.

     
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Family ties
Posted by Wfarley1272 on 08/02/2011
I have purchased two Family Ties and I am trying to book a flight! Their add says to call them to book I have been trying to reach them by phone for two days now and only get a busy signal! I have tried to book on line and am told that I have to wait for an e-mail from them to let me know if my flight is confirmed? I e-mailed them to find my confirmation and was told that they are busy and it will take three to five days to receive (or not receive a confirmation) I can not plan my vacation and have asked twice now for my money back from this Family Ties offer so I can book a regular flight but they have not responded to that yet Family Ties is a rip off!
     
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Will never Book with them again! Very deceitful
Posted by Mem6334 on 07/12/2011
I had purchased a friends and family ticket. It was a pretty good deal. The airport was much closer on both ends. Booked a flight for 6/24/2011 from Lakeland, fl to Springfield, IL. It was supposed to leave at 2:15pm.....Then 4:15pm.....Then 8:15pm....Then finally left sometime the next day (Two of the delays were due to mechanical failure). I had gotten my suitcase off the aircraft. When I called the next day to request a refund I was told I would have to drive back to the airport to unboard the flight!!!!! After much discussion, she agreed that it was their error since I had taken my luggage with me! She told me my account would be refunded the full amount of the ticket and luggage charge plus gave me a voucher number for the amount that I had spent to be used within one year. I thought that was great. What wonderful customer service...............The next week I called to ask where my refund was. I was told it takes 10-14 days and it was being processed. No problem. Each time you call you have to give your confirmation number, so there is not any confussion......Well, by July 12 I still had not received the refund. When I called, the girl got very rude with me and told me it was one or the other and I had already been given voucher numbers. Why would I want to let them keep my money? Why would they not tell me that when I called the first 2 times? After hanging up, I decided to call and ask for a supervisor....they will not let you do that. The gentleman I spoke with ended up telling me he would put me on hold, then hung up on me. Each time they would get upset with me that I should expect my refund before 10-14 days. I told they I had already waited beyond that time period. With my 3rd call today, they supposidly have completed the refund. We'll see. I know I will never deal with them again. Literally hours spent on the phone for them to play with my money for 3 weeks. Totally unexceptable.
     
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Buy One Get One Free
Posted by Ngeorge on 06/09/2011
They are running this promotion kind of secretly as I did not receive the usual email. Offer goes to June 17th. Not 'family ties'.
     
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Direct Air Family Ties
Posted by Torontoblue on 05/16/2011
I bought 6 Family Ties passes intending to use them on the Niagara Falls / Punta Gorda route this past winter.

Every time I tried to book a flight either the flights were full or one of the legs was full so I could get there but not back or (and this really makes me crazy) the allocation of Family Ties seat on this particular flight was used up. Who knew there was small print that said seats for Family Ties pass holders were restricted ?

So here I am, still holding 6 passes. Direct Air have stopped flights to Florida for the season and by the time they start flying again the passes will have expired and I will be out of pocket over $600.

I have tried e-mailing them on a number of occasions but they have never responded. Calling them is a complete waste of time. You can wait hours to get through and get absolutely no help at at all from the person who eventually answers the phone.

I am surprised an enterprising lawyer hasn't jumped all over this.


     
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Posted by yoke on 2011-05-16:
This is typical DirectAir. They take the money with no intentions of ever giving the service. There are many other complaints with these family tie passes. Time for the government to look into this scam.
Posted by ngeorge on 2011-05-16:
I would never buy an airline ticket without a reservation number. As I have said before there are enough 50% off promotions, no need for family ties. Family ties is just a modern day standby service. If you have no commitments and are willing to fly somewhere on a whim it may work.
Than being said you do have a legitimate beef, and I would try calling their haed office, not the call centre. Both Plattsburgh and Niagara Falls are important markets for them, being border towns. I have flown to Punta Gorda in February/ March and was aware that is a seasonal winter destination.
Posted by yoke on 2011-05-16:
Unfortunately people trusted this airline, thinking if they gave money they would get a flight. Seems DirectAir has NO intentions of allowing people who bought the seats to use them. It was a scam. Can't wait to see them go out of business.
Posted by ngeorge on 2011-05-19:
I am a Canadian who has used the PLATTSBURGH airport for six flights so far. Have conversed with a Family Ties client sitting next to me who has flown this way. Being retired and spending the winters in Florida, he comes and goes at the availability of seats with Direct Air. And that's what this marketing ploy is. I wouldn't plan a vacation with F ties. But for last munite whims it could work. As I have mentioned before there are enough 50% off promotions that they do, ( one is going on right now until Saturday) to find a real flight with a confirm number etc. Direct Air is a charter and they will cancel flights if there are few or no passengers. The problem here is the next flight might be in two days. They will return your money as per federal regulations, although I hear it takes 14 days. Personally I feel that DA is a victim of their own success, they are expanding very quickly constantly adding destinations out of these smaller airports.
Recently I called head office to speak to marketing about the feasibility of flights from Plattsburgh to West Palm Beach, I was connected immediately to a very polite employee. I agree the call centre is a challenge, but be patient, put them on speaker phone, grab a coffee, you will be responded. The email communication works too.

Hope this helps.
Posted by longtimeflyer on 2011-05-21:
the thing is with the family tie is the reason why they lawer hasnt took anything about the family ties becuase it says in the terms that their limited space for the family ties and it is 50 per flight and alot of people have been booking for a befor you got your.....and i use to work for them.....
Posted by yoke on 2011-05-23:
It is to bad that when DA takes the money from the customer they also do not tell the customer that there is a huge chance that they will not fly out on the day they think they are. I would not call it success I would call it greed.
Posted by ngeorge on 2011-05-24:
I read somewhere that 95% of their scheduled flights do fly. Again it's a charter, there are risks as this is not Air Canada with a fleet of jets and many destinations so alternate arrangements can be made. I can only speak from experience, and my six flights have all left on time with no unusual incidents.

At prices that are 70% cheaper than those from Canadian destinations, I will assume some risk. But at the same time I know the market that Plattsburgh serves and they have been very successful there. Believe me there are flights from Plattsburgh that do go to Myrtle and Punta Gordo.
I cannot buy the line that they never fly, and just take clients money.

Posted by yoke on 2011-05-24:
ngeorge, you have been very lucky to have been able to fly with DA after buying your ticket. That is NOT the norm. There are more complaints about not being able to fly or use the tickets purchased. I can tell you that it is a 25% chance that you will be able to fly Punta Gorda to Worcester. It would be nice if DA let the consumer know up front that they may not be able to fly the day that you purchased for and if your flight gets cancelled it will take 14 business days to get your money back.
Posted by Janet on 2011-06-05:
Those Family Ties Vouchers are such a RIP-OFF! I trusted DirectAir. Why? I don't know! Probably because I was so happy they came into our local under-used airport. I have 2 sets of round-trip tickets that I bought for planned trips in October 2011 (vouchers expire 10/31/11) and April 2012 (vouchers expire 4/30/12). SLIGHT PROBLEM: they suspended their flights to my destination and they REFUSE to extend the vouchers!

I agree -- how can they get away with this SCAM? My goal now is to warn as many people as I can about this RIP-OFF!

And, they have absolutely NO CONCERN FOR CUSTOMER SERVICE. It's evident in every single dealing I've had with them!
Posted by Jack C on 2011-07-01:
I am sorry to post this, but feel compelled to share what I believe is terrible business practices. I hope others won't make the mistake I made, it was costly, DA had $700 of my hard earned money and I have nothing. As someone stated in an earlier post, "this is a family owned and run business", too bad they don't exhibit any flexibility or family values. I purchased $700 worth of tickets, when events beyond my control made it impossible for me to use my tickets, I asked for an extention on the time limits and was told "absolutely not". Not much of a family in my book. I have flown them before and when their schedule wasn't on time, due to events out of their control, we sat patiently without a word, not one complaint since they were "family" for several hours. Our flight was probably one of the worst flights and most uncomfortable flying experiences I ever had, but I didn't say a word, except a few prayers that we would land safely. After all, weather conditions aren't controlled by DA. I have always flown Delta primarily, thinking I was saving a few bucks was the draw, what a joke. In the end, I have had better service, better prices and better flights with the old reliable airlines. Don't be fooled with this company, they only want your money and when they have it, they obviously don't care about their customers. I could go on with other examples about this company, but I think you get the message. I'll never fly Direct Air again. The reviews I have read here say it all when it comes down to the truth. No good company worth it's salt should allow these complaints to go unanswered
Posted by ngeorge on 2011-07-05:
Have you tried emailing Ed Warneck at Direct Air? He is the president, and responded very promptly to a recent email of mine. I assume these are family ties.
ewarneck@myrtlebeachdirect.com
Posted by spoont on 2011-09-12:
Sep 12, which is the first day you can book for the Family Ties passes that were sold until last week. Having read some of the reviews I was not looking forward to the experience. My goal for purchasing these passes was for inexpensive flights to FLA to get on a cruise with my parents and family. Before I bought the passes I called the customer service # and asked how many seats were available for the flights I wanted (constrained by the cruise schedule). There were 50 each I was told, which is how many are blocked for this promotion. The woman said if I called back on the 12th I should have no problem. I had a hard time getting through today (all lines busy) but called the main number on the website and they transfered me into the system. I was on hold for 1/2 hour and heard some key clicking then was disconnected. Called back the same way again, waited 35 minutes, and had my call handled. It all went very smoothly. I got the flights I wanted, all seats booked together on both flights, and no service charges (was advised of luggage charges for checked bags and given advice to pre-pay the day before once we were packed). Very courteous agent. Now to see if the flights go as planned, but so far I'm happy with the promotion and the service.
Posted by J Swales on 2012-03-14:
I bought three passes in December 2011. I gave them to my grandchildren as xmas gifts to be used for March Break. I began in January to confirm the reservations for that time. As of last Friday, March 9th, 2012 they were not responding to my request. Last night March 13, 2012 I get an email telling me they have ceased operations until May 15, 2012. This was a total scam as pointed out above. Now, how do I prove to the Credit Card company that I have not been able to utilize these prepaid passes??
I doubt if they will ever honour these passes. How many families are now stranded without return flights that were booked and paid to Direct Air. Terrible!!
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Not Reliable
Posted by Mochamae on 05/13/2011
MYRTLE BEACH, SOUTH CAROLINA -- Surprise, your Direct Air flight has been cancelled. We were left scrambling at the last minute for a flight on a trusted airline because there were only a few weeks left to book something thus making us pay premium rates. Our lodging and rental car had been booked so our travel dates were locked in. This company gladly took our money for several months and at this time are not even flying out of the Rockford, Illinois airport. The cheap rates listed for Direct Air are not worth the risk.
     
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Posted by yoke on 2011-05-13:
This seems to be the trend on DirectAir. Take your money and then for no reason, other than the flight is not full, will cancel your flight and then you are at the mercy of getting your money back and then having to go on a real airline and pay the higher price since you had to wait until the last minute. Be honored that you were given notice, my niece found out the morning of her flight and then they had the oh well attitude we can possibly get you out in a few days.
Posted by ngeorge on 2011-05-14:
Gee, This Canadian must be the exception to the rule as I have have had 100% success with them on all six flights. One time they rebooked me on the 2PM instead of the 5PM flight that was a good thing! Could it be the high demand from Plattsburgh ( Montreal)? I have spoke to other on the flights coming ang going and all have been happy. Perhaps there are not enough clients in certain cities. They are a charter and will not fly empty planes.
Posted by yoke on 2011-05-14:
You must be the exception since there are many many complaints on this site alone about the awful service this airline offers.
Posted by madconsumer on 2011-05-14:
great review.

some people can have good services. there are always satisfied customers for every one that complains.

very helpful.
Posted by trmn8r on 2011-05-14:
If for every customer that complains there is a satisfied customer, what grade should the company be given? Hmm. I'd say that's a C or D at best.
Posted by ngeorge on 2011-05-15:
I am trying to see a pattern here but unsuccessfully. The first flight was 50% full and left 30 minutes early as everyone was already checked in. That's a Canadian thing showing up two hours before. All others were pretty full. I know that the company has grown very rapidly in the last four years. Plattsburgh is a very successful market because of proximity to Canada. Now they are adding more destinations. The US market is obviously more saturated and more choices.
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Another flawless experience
Posted by Ngeorge on 05/12/2011
Flight to and from MYRTLE BEACH from PLATTSBURGH were flawless a 737 going and a MD-80 returning. Sixth flight no hitches. There is another 50% sale going on, check their website. We have done very well with that choice, probably more reliable than Family Ties.
     
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Posted by ngeorge on 2011-05-12:
I am not an employee, as a matter of fact I am a Canadian residing in Ottawa, Ontario. I object to being accused of something I am not. I have had good service, maybe I am the exception to the rule. I agree the call centre is tedious and difficult to reach but they do answer. I have also used the email system to my advantage. Perhaps Plattsburgh is at an advantage because of the demand from nearby Canada.
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