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America West Complaint - customer service
Complaint
Dear William A. Franke,
As a frequent user of your company, I feel obligated to share with you my experience.
On a recent vacation to Phoenix, Arizona we were asked if we would like to give up our seats for an airlline voucher to be used for future travel. We were told that we had seats on the next flight out which was leaving in an hour. Our luggage went on to Phoenix on the original flight. We then gave up our seats. I asked the gate attendanet if I could ask a questioon concerning tha flight she told me she was too busy to answer my questions at that time. Our original flight the gate. I asked her again if she was sure we were on the next flight. In her haste she forgot to to secure our seats on that flight. In the meanwhile all the seats were taken by other airlines. We had no flight out... after an hour of trying to getus out of Cleveland the best that they could offer was Cle. to Colombus to Las Vegas arriving at midnight with an overnite in Vegas on to Phoenix at 6am.Remember we have no luggage...They offered us first class on the way home from Phoenix. I aws concerned about arriving there first.! We finally boarded the plane to Colombus. We arrived in Colombus. We asked the gate aattendant what time our plane to Vegas was departing he stated 'look at your ticket'. Iexplained to him that there was no information was not on my ticket beacause of the events proceeding my arrival into Columbus. He explained to me that 'some people just don't know what they are doing' { i hope he was refeing to his co-workers and not me} When he finally let us know when are flight waas departing we discovered our seats werein 4 different spots in the plane. I asked if there was anything he could do for us and our children to get us closer together, he stated 'it is out of my hands and if we wanted to change our seats we would have to take care of it with the flight attendant on the plane, Mind you, he never looked into the computer to see if it waspossible. All this help was given to us while he and his co-worker were eatng frozen yogurt at the gate while we waiting to board the plane. I explained to my children that we me not be sitting together on the plane my 7 year old began to cry. When we arrived in Vegas, we found that the hotel that your airline put us up at was a $25 cab fare away. We had no choice but ot take a cab since thre was no airport shuttle to that hotel. We arrived tired and weary with our children about 1:15am. We had no luggage as I staed because it went onto Phoenix with our original flight. To think all this could have been avoided had the original gate attendant answered my questions,not to mention secured our seats on the next flight. {a lesson learned} This was our first experience flying America West. We had hoped to fly America West in the future seeing that my parents bought a vacation home in Phoenix. However after our experience with your ground personnel I must say that may never happen.
At the very least I would like a response from your company regarding this incident.
As a frequent user of your company, I feel obligated to share with you my experience.
On a recent vacation to Phoenix, Arizona we were asked if we would like to give up our seats for an airlline voucher to be used for future travel. We were told that we had seats on the next flight out which was leaving in an hour. Our luggage went on to Phoenix on the original flight. We then gave up our seats. I asked the gate attendanet if I could ask a questioon concerning tha flight she told me she was too busy to answer my questions at that time. Our original flight the gate. I asked her again if she was sure we were on the next flight. In her haste she forgot to to secure our seats on that flight. In the meanwhile all the seats were taken by other airlines. We had no flight out... after an hour of trying to getus out of Cleveland the best that they could offer was Cle. to Colombus to Las Vegas arriving at midnight with an overnite in Vegas on to Phoenix at 6am.Remember we have no luggage...They offered us first class on the way home from Phoenix. I aws concerned about arriving there first.! We finally boarded the plane to Colombus. We arrived in Colombus. We asked the gate aattendant what time our plane to Vegas was departing he stated 'look at your ticket'. Iexplained to him that there was no information was not on my ticket beacause of the events proceeding my arrival into Columbus. He explained to me that 'some people just don't know what they are doing' { i hope he was refeing to his co-workers and not me} When he finally let us know when are flight waas departing we discovered our seats werein 4 different spots in the plane. I asked if there was anything he could do for us and our children to get us closer together, he stated 'it is out of my hands and if we wanted to change our seats we would have to take care of it with the flight attendant on the plane, Mind you, he never looked into the computer to see if it waspossible. All this help was given to us while he and his co-worker were eatng frozen yogurt at the gate while we waiting to board the plane. I explained to my children that we me not be sitting together on the plane my 7 year old began to cry. When we arrived in Vegas, we found that the hotel that your airline put us up at was a $25 cab fare away. We had no choice but ot take a cab since thre was no airport shuttle to that hotel. We arrived tired and weary with our children about 1:15am. We had no luggage as I staed because it went onto Phoenix with our original flight. To think all this could have been avoided had the original gate attendant answered my questions,not to mention secured our seats on the next flight. {a lesson learned} This was our first experience flying America West. We had hoped to fly America West in the future seeing that my parents bought a vacation home in Phoenix. However after our experience with your ground personnel I must say that may never happen.
At the very least I would like a response from your company regarding this incident.
Comments:
Posted by Renee on 2001-04-30:
The worst part about all these airline horror stories is that the consumer has no other choices for flying. All the airlines exhibit poor customer service!
I hope you were compensated for your troubles!
I hope you were compensated for your troubles!
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