Direct Air - Page 3

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35 reviews & complaints.

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Last Minute Cancellation- Unreliable
Posted by on
I booked a flight for travel from Kalamazoo MI to West Palm Beach FL about a month ago. I have an 18 month old son, so a direct flight was an awesome option. A Direct Air representative just called, only two weeks prior to our departure, to say that both segments of the flight were cancelled. Other than a refund, they offer no explanation as to why, no alternative flight dates, and no vouchers or credit toward future travel with their airline. Very unreliable and a huge inconvenience to us to make alternative travel arrangements (not to mention, less flight plan options and higher prices versus a month ago when I first looked).

This was my first experience with Direct Air... and unfortunately, my last.
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Anonymous on 04/25/2011:
It could have been anything, but I would be thankful they gave you any notice at all, and you didn't find out when you got to the airport. I would also be thankful you even got a refund at at all and didn't have to declare war with them to get it back. Things happen. That's why you need backup plans. :)
Anonymous on 04/25/2011:
I've had that happen with Delta but they did find another flight for me. That's pretty poor service.
Anonymous on 04/25/2011:
The problem is Direct Air is not a scheduled carrier, more of a charter. They put an anticipated flight schedule out and if they fill it they fly, if not, they cancel - no recourse, and good luck buying tickets last minute on a real airline. This is ultra cheap folks, you get second rate everything, including the most important thing, the aircraft.
yoke on 04/26/2011:
Sounds typical of Direct Air. Lately we have been seeing a lot of complaints about this airline.
lnogtimeflyer on 05/03/2011:
OK I worked for Direct Air...I know the boss and everything... he is a good guy and he has a lovely wife....and the reason why they do the canceled flight due to low cust. sev. on there flight.... I flight with them every chance that I get.......
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Contacting DIRECT AIR some tips
Posted by on
If I cannot wait for the call center to reply, I just fire off an email, sometimes twice if I don't get an immediate response, an agent will reply to you. I suggest that you note the agents name and he or she will become your 'go to' contact for further inquiries. Another method is to put your phone on speaker mode, go about your business and someone will reply, unless the message is that they are not taking calls.

Back to 'family ties', only use that for last minute plans, It's a standby system where DA is looking to fill up seats. In other words never use it as your annual spring break trip to Florida, they have so many other promotions, like half price deals where you will get a confirmation number for a real flight.

Cancelled flights? You need to know your market. For instance a safe bet are winter flights from border cities like Niagara Falls and Plattsburgh to Florida in the winter. A flight to Myrtle in January is risky as it can be cold there, and there may be fewer seats filled up. Many of these flights were cancelled and were eventually dropped this winter. Air Canada will cancel flights too on empty planes.

Our third trip coming up next Saturday. Just confirmed via email with my contact. We have had a excellent experience.

Hope this helps.
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Alain on 04/25/2011:
Good information for those who chose to use Direct Air.
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Don't fall for the prices, you may be in for a nasty surprise!
Posted by on
ROCKFORD, ILLINOIS -- I really fell for the Direct Air Family Ties sale in March, buying 6 round-trip vouchers for $160.00. Beginning April 1st, you could redeem the vouchers for actual flights. After over a week of constant calling and getting busy signals on the reservation line, I tried to submit the on-line redemption form. There's no reply to acknowledge the request was even was received! I finally called the corporate number, they transferred me to reservations and at least I got to be put on hold-- for like 20 minutes! I was able to redeem two of the vouchers for travel from Rockford to Palm Beach, leaving 05/06/2011 and returning 05/16/2011. Imagine the shock, when 10 days later, after reserving a rental car and hotels through Priceline (non-refundable)I get a call from Direct Air telling me both legs of the flight were cancelled as only 14 other people had booked! They told me, quite nicely by the way, that basically the 'fine print' allowed them to cancel the flights, too bad for me. I had to scramble today to get airfare, which ended up costing an additional $250.00! Don't take the risk of using Direct Air, you never know when you might have a ver nasty surprise like I did today. Saving a few bucks up front sure ended up costing me a lot more than using a standard carrier. Being able to be confident that your flights aren't going to be cancelled is priceless, I wouldn't trust any of their sales!
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dan gordon on 04/19/2011:
never heard of them, but its very clear they are a 'charted' airlines. Totally different rules than a scheduled airlines. I think your misunderstanding is more of an issue than the 'airline'.
yoke on 04/20/2011:
I never heard of this airline until last year when my mom flew them, she also will never fly them again. They may be cheaper, but you have to be willing to be flexible with them and expect to wait and have your flights cancelled. I have heard nothing but horror stories regarding the vouchers.
BEJ on 04/20/2011:
I have never heard of Direct Air until a saw a post here yesterday about them. Sounds like they are a company to stay away from.
lnogtimeflyer on 05/03/2011:
OK frist if you don't know about then sorry dan I know you mean good, Yes in the trems it don't stated that they can. I fly with them when I can. What people don't understand is that they are a charter...And u know what make it hard on people to book is that people talk to the agent.And they do have it harder that you do. I have flone them over I would say about 50 time in in the last year.... I talk to some of the agents online from time to time.. I ask one tonight how there day went they said that it was very bad because people aren't nice to them.And its not up to them on canceling the flight. That comes from a higher up... SO GIVE THEM A BRAKE PLEASE.... THANK YOU
Mochamae on 05/13/2011:
Same experience with June flights booked and paid for several months in advance. I will gladly pay more for a trusted airline. Beware!
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Worst Airline on the Planet
Posted by on
DO NOT BOOK YOUR FLIGHT WITH THIS AIRLINE!!!!! Do not let the good price fool you. I think that they have 3 people working at their call center, or so it seems. In a period of three days, I made 3 different phone calls and got 3 completely different answers. When upgrading to 1st class, I only wanted a one way upgrade and she mistakenly charged me for 2. When I asked her to correct it, SHE TOLD ME THEY DON`T DO REFUNDS!!! After arguing with her and asking to speak to her supervisor (which she wouldn`t allow me to do) she had the audacity to tell me that they would do the refund AS AN EXCEPTION but there was a $100.00 service charge!!!!!!

In the end, I was charged the $100.00 and as it turns out, there was no 1st class service on that flight to begin with, so they essentially charged me for something that didn`t even exist. BUYER BEWARE!!!! pay more and go with a normal company, not a sham of one!!!
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Alain on 03/05/2011:
Seeing your review and others like it, Direct Air is looking like a bargain that I don't want to fly with.
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Worst airline ever
Posted by on
This Airline is the worst on the planet. They care nothing about their customers. Just try to call them. Not to reserve a flight. Try to contact a person to ask a question. It won't happen. That should be enough of a red flag.
I hope this airline goes broke. I will have a party.
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Kurizumaru on 02/22/2011:
not enough information.
trmn8r on 02/22/2011:
I'm not sure what could be added to make it more clear that if you call for customer service, you probably won't get it.
PepperElf on 02/22/2011:
how can any company be so bad that you want every single one of their employees to go onto unemployment....?
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Direct Air will not refund my money after they cancelled my flight
Posted by on
Please save yourself from being rippped off. Direct Air has cancelled my flight, and only left a voice message on my home machine. No email, not letter, only one short message. I had to try day after day to get someone to answer the phone. Who has several hours to wait on hold? The women I got on the phone told me that I should be concerned about getting a refund. This has been very expensive already, I have had to rebook my flights at three times the price paid with Direct Air. Has anyone else experienced these issues with Direct Air? I plan on filling a complaint with the Attorney General.
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Eloise on 08/28/2009:
You'll have to come back and tell us what the Attorney General says.
Anonymous on 08/28/2009:
I've never heard of Direct Air. Where is Plattsburgh?
Soaring Consumer on 08/28/2009:
Direct Air is a fairly new startup carrier. They recently had a customer relations fiasco when they cancelled a route without warning, here is that review:

I suggest disputing the charge from Direct Air with your credit card company.
Anonymous on 08/28/2009:
A message was left at your home and your upset cuz they didn't email you and send a letter? Most people are upset when they email and don't call. Just can't win for losing.
Soaring Consumer on 08/28/2009:
I think what he is really upset about is the closeness of the cancellation to the trip date and that he has to pay three times more for a ticket on another airline.
Hammer1 on 01/20/2010:
I am currently experiencing the same dilemma. They canceled our flights from Niagara Falls seven weeks ago and I am still haggling for a refund. Major pain in the butt. Never again!!!!
GMA on 11/03/2011:
Add one more to the list of complaints. They JUST cancelled our reservations for EIGHTEEN family members who were booked on a flight from Illinois to Florida for the Christmas holidays. Booking on another flight at this point will cost over $16,000! They had better get a refund to us...and pretty darned FAST. Never again...Direct Air is not a reliable carrier.
Ihatedirectair on 11/11/2011:
They just cancelled our flight today that we booked June 16th 2011 for a December 3rd 2011 flight- and say they will refund my credit card, but it took hours on the phone to try to work it out, so we ended up booking on another airline for $300 more. We had awful experience booking the flights- as we tried to avoid the service fee by buying at the airport, then when we got there they said that fee is still charged if the tickets were discounted and said it said that on the website in fineprint. Well 2 hours later after going through all the fine print on every page- nowhere does it say that the fees are still charged during a sale. Then 3 weeks ago they changed the return flight to 4 hours earlier- which I was discouraged to get 2 small kids to the airport early morning, and now to cancel the outbound flight for no reason 3 weeks in advance and offer ridiculous change to flight on off days and tell me one flight was sold out. GR! I will never book this useless company again.
Wayne on 01/14/2012:
Never use Direct Air especially the family pass, have spent days and hours on the phone trying to get hold of someone...always overloaded and if you do get put on hold, good luck...gave up after 2 hours waiting...several times...NEVER AGAIN DIRECT AIR
PatsyO on 03/14/2012:
I bought vouchers because I have a terminally ill mother in NY. I live in SC and try to get up to be with her every two or three weeks. I'm 73 myself. I am out $885. They solicited me for their "Way2Go" membership just hours before they shut down shop, knowing full well they would not be providing the service.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Poor to No Customer Service
Posted on
Rating: 1/51
MYRTLE BEACH, SOUTH CAROLINA -- Beware! of Direct Air! While I don't usually dis on a company, this firm has got some customer service problems to work through. I can't change a reservation on-line or over the phone within the last 24 hrs. In case you don't believe me, just try to reach them on their 877 or even at their corporate office numbers. All I get is a recording that all circuits are busy, or another one that says we're busy and please call back later. So, I'm left with a bill and no way resolve a problem.
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ticia232 on 02/23/2012:
I say keep trying. It seems like their network went down. It happens to every company once in a while.
When the online network goes down people are calling constantly, some like you who want to cancel, others are trying to make flights. The amount of calls then overloads the phone lines, causing you to get the message that you got.
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Buy One Get One Free
Posted by on
MYRTLW BEACH -- 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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Not Reliable
Posted by on
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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yoke on 05/13/2011:
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.
ngeorge on 05/14/2011:
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.
yoke on 05/14/2011:
You must be the exception since there are many many complaints on this site alone about the awful service this airline offers.
madconsumer on 05/14/2011:
great review.

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

very helpful.
trmn8r on 05/14/2011:
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.
ngeorge on 05/15/2011:
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 on
MYRTLE BEACH -- 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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ngeorge on 05/12/2011:
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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