AirTran Airways Complaint - AirTran Airways New Improved Truth
Airtran Airways new improved truth equals this company defrauding customers. It is hoped that potential customers of Airtran Airways read my experience before booking a flight with them to avoid being cheated and defrauded as I have been. Details are as given in the correspondence below.
My first contact with Airtran Airways follows:
This submission is made to formally request return of $39.00 inappropriately taken under false claim that my luggage was oversized. Your employee said the bag measured 63 inches overall and weighed 41 pounds. The Airtran Payment Receipt for the collection of this amount is as follows: Date: 21 Mar 09, Confirmation Number: E7EJMZ, Receipt/Auth #: E7EJMZ-02, Received: Cash $39.00, Received by Agent: 200879. Your agent said her name was Mitzi. I informed her I had never been told this bag was oversized before by any other airline. Regarding this, she said that in November there were size changes put into effect. I asked her for the changes, and she said under those November changes the maximum overall size was 62 inches. She let me measure the bag and it was between 61 and 62 inches. She was told this, but it made no difference. Before the return trip I found the manufacturers specifications. Samsonite's published dimensions for this bag are 30.5x21x10 for a total of 61.5 inches. Please return the $39.00 to.... Thank you for your help in getting this matter resolved.
In response Airtran wrote: Thank you for contacting AirTran Airways. I apologize for any inconvenience this situation has caused you. We want to make travel as easy and effortless as possible. I regret if we failed in your instance.
Our intention is to openly and honestly communicate our policy with our valued customers; therefore, our complete travel policy is provided on the following page link:
In an effort to provide consistent service to our customers and in compliance with Federal Aviation Regulation, our agents are instructed to verify the size and weight of checked luggage. Our company instruction includes the correct procedure for bag measurement and fee assessment. When looking at your itinerary, confirmation number E7EJMZ, it is documented that the bag was 63 inches when checking in at the Columbus Airport.
I apologize for any inconsistency you encountered during your travel. However, it is not uncommon for passengers to utilize the expansion options on luggage for one flight, causing the bag to measure larger on one segment than the other. Nevertheless, these comments have been forwarded for review and correction if needed. Unfortunately I am unable to see the luggage as it was presented at the Columbus Airport. While I sincerely regret any inconvenience this matter caused you, please understand that the baggage fee was applicable on your outbound flight. Therefore, I must respectfully decline your request for reimbursement. I apologize for any disappointment this response may cause you. Your understanding in this matter is greatly appreciated. I hope we have an opportunity to serve you on a future AirTran Airways flight.
My last correspondence with Airtran Airways stated, I have been patient and had hoped the forwarding of my comments would generate positive result of getting my inappropriately taken $39.00 returned. However, as this has not happened, I have additional comments regarding your response.
Luggage expansion was not used and never has been used. Only about 65 percent of the bag storage capacity was used as overall weight of 41 pounds indicates. Hopefully, it is agreed there is a relationship between bag weight and need for expandability feature. With another bag set on top of my bag lid, it would concave in due to the empty space inside my bag. Place my bag on the floor lid down and it goes flat to the floor for the same reason. Your agent never did this. Yet you say AirTran Airways instruction includes correct procedure for measurement and fee assessment. This indeed was not my experience. Instead, what I observed was a procedure to accomplish fraud against customers, and your response shows this to be a corporate philosophy.
If I do not have the $39.00 in hand by May 18, 2009, I will put the details of this situation on the internet for all to read. This will be along with the many other derogatory comments about AirTran tactics already there. People need to be warned of AirTran Airways fraudulent and costly tactics against them.
To the above input Airtran Airways maintained its position and the $39.00 has not been returned. To save yourself from a similar situation, and avoid having to deal with people who have no qualms about lying, cheating, and defrauding you, just don’t use them.