Aloha Airlines Complaint - Worst Flight Ever
SAN DIEGO, CALIFORNIA -- Dear Aloha Airlines Customer Relations:
I am writing to express my disappointment with my experience with Aloha Airlines during my flight (#486) from San Diego to Kauai on February 24, 2008. Several events of this flight made it truly the worst flight I have ever taken.
First, after boarding, all the passengers sat there for about 45 minutes waiting with no communication from any Aloha staff member about why we weren’t taking off yet. Then the pilot finally came on and announced that we had to wait and see if we were going to take on passengers from the Maui flight because apparently something was wrong with their plane. The Maui passengers eventually boarded and 2 hours later, we finally took off for Kauai.
About 20 minutes before getting to the Hawaiian Islands, the pilot announced that instead of landing in Kauai, we were going to land on the Big Island because our plane had to make it back to Orange County. From there, all the Kauai passengers would take a smaller plane (which was “waiting for us”) over to Kauai. He also mentioned that once we deplane, there would be an Aloha representative to take us to the Kauai plane. This was upsetting because we had paid extra to take a direct flight to Kauai.
To make things worse, when all the passengers deplaned, there was no Aloha rep on ground to tell us where to go. There was a huge state of confusion among all the passengers and the Aloha staff. About 15 minutes later, a large group of the Kauai passengers followed a rep over to one of the gates. There was no direct announcement made to the passengers; I just noticed that most of my fellow passengers were heading in a certain direction. When I approached one of the passengers to find out what was happening, she stated that the Kauai passengers were lied to because there was no plane for us to get to Kauai. The rep had told them that we would have to take a plane to Honolulu and then transfer over to Kauai from there.
Once again, I’d like to reiterate that we paid the extra money for a direct flight. So not only were we going to have to make one transfer, but two! We were supposed to be in Kauai by 12pm. When we landed in Kona, it was 3 already.
I couldn’t believe that a major airline would treat so many of its customers in such a horrible fashion. There were about 70 Kauai passengers that Aloha airlines outraged that day with its unprofessional conduct and poor service. Someone in upper management made a poor decision that day in bouncing us around. Not only was there a 2 hour delay in taking off and two unplanned transfers, but Aloha’s staff made things worse by
(1) lying to the passengers on the plane by telling us that there would be a plane in Kona that would take us directly to Kauai. I’m sure they knew full well that the plane was not going to be able to accommodate everyone onboard.
(2) not being organized and prepared to direct the passengers once we deplaned. Why wasn’t a staff member on ground ready to round up the passengers and inform them of what was to happen? About half of us found out by asking our fellow passengers.
Because of this unbelievably terrible experience, my husband and I will never fly Aloha again.