AirTran Airways Complaint - Worst Travel Experience Ever!!!!!
Please forgive me but I have so much to say, I will try to keep it as short as possible but so much happen on this trip and I literally just got home.....Just to start off I have flown Airtran for over 10years and have really never had a bad experience until this past week!! My family and I were traveling from Atlanta to LaGuardia, NY 2/25/10 Flight #365. It was 6 of us plus my 9 mo old baby girl. I had gone online and checked the status of our flight the night before once I found out that there would be a blizzard in NY the day we were traveling. We ended up switching to an earlier flight to try to beat the storm. We got to the airport and all the flights were either pushed back or cancelled. We asked the agents what they recommend we do and they just said do what we wish but no flights were able to land at LaGuardia due to the snow since 10am but to keep our eye out because there was a flight that was supposed to leave before ours and that if they departed, ours would most likely leave as well. Our flight was supposed to leave at 4:30pm and was pushed back to 7:03 so before we checked our bags we sat and ate at a restaurant and watched the screen. All of a sudden the time of our flight changed to 5:37 so we ran to the counter to try to check our bags, come to find out the plane already left!!! We also learned not to watch the screens because they are not current. Even though I went to the tickets counter and asked them the status verbally 20 min earlier. I was informed the time of our flight had not changed twice. So they stated that we missed our flight and would have to fly stand by or pay $75 to board the next flight. My family was so upset and we had already been at the airport over 4hours and was unsure if the next plane would be able to land in NY as family informed us that it was getting worse. So we opted for stand by, checked our bags and went straight to the gate. When we got the the gate for the next flight that wasn't supposed to leave until 8:55pm and it was 6:00, they had already boarded that flight and the gate agents said that the doors were closed and would not reopen.......we were really pissed by this point. The gate agents were so rude. We weren't the only ones trying to get onto this flight that the check in agents had just sent us too. They told everyone to back away from them and that we were too close and in their space. After there was about 20 people arguing about the poor communication situation they finally reopened the doors and let us board the plane. At that point we were pissed but grateful we finally got on a flight. You would think that would be the end of the drama but it was just the beginning.........it was scheduled to be a 1hr 30 min flight. The flight was going well until we tried the land at LaGuardia, we were circling the airport for over and hour, then plane set up for landing and all of a sudden went back up into the air, The pilot informed us that they just closed LaGuardia due the snow and would not reopen until the am as they couldn't keep up with the snow fall and they couldn't see the runway to be able to land. They proceeded to tell us that they would have to do an emergency landing somewhere else......and that was all the communication for the next hour. All the passengers were lost and confused and the attendants had no information. Finally the pilot announces that we'll be landing at Bradley Airport in Connecticut which was about 2 hours from our original destination. We landed and sat on the runway for over 3 hours because of the fact that Airtran didn't have clearance to land at that airport and they would not help us in this emergency situation. I could not understand why they didn't have an emergency protocol for this type of situation. For an hour they had to power down the plane so we all were left in the dark with no power, no air and no working bathrooms.....and still no information from the crew. The flight attendants had no information and starting acting unprofessional towards the passengers. Announcing overhead for everyone to shut up and sit down. I know it must have been hard for them to deal with everyone's questions and concerns but their job is to always remain professional. After a few hours on the plane they announced that the decision has been made to return to Atlanta but then they gave us the option to get off the plane in Connecticut but with out our luggage but they needed a head count of the people that wanted to get off the plane now. Traveling with a 9mo old was already too much and by this point they had run out of water so I wouldn't be able to give my baby her formula. The flight attendant offered to put ice cubes in her baby bottle and wait for the ice to melt....??? So my family and I decided to get off the plane. Anther hour went by and the pilot announced that "they were going to DUMP OFF the passengers here and head back to atlanta" That was rude....just to give you an idea out of 108 passengers everyone but 10 people got off the plane. They announced that our luggage would go back to Atlanta and would return on the next flight out to LaGuardia the next day but they had already notified us that all the flights had been cancelled in the am and it was a possibility that we wouldn't get the luggage until 2 days later.....To sum it up we stayed the night in Connecticut then chartered a van to LaGuardia the next day, which cost $300 and spent 6 hours waiting on our luggage because they kept saying it would be on the next flight. Then they told us it would be on the next flight coming and that they confirmed it with Airtran in Atlanta. Well, then we were notified that the flight we were waiting for came and departed already and that our luggage wasn't on that flight. Which couldn't be possible because we were watching the carisle the whole time. There were other passengers from our flight that were waiting and decided to leave and wait for Airtran to call them, Good Luck! We decided to wait a little longer. Right after they announced that our bags weren't on that flight our bags came around the carisle. So we wasted 2 whole days of our family trip. Airtran was so unorganized and had the worst communication I've ever seen. It was like an emotional rollercoaster. One of the lost baggage agents even told me that one of our bags couldn't be accounted for but it came out with the rest of our luggage. The baggage agent was very nice but there was very poor communication between the employees. The employees seem to be just as lost as the passengers. A lot of the issues that happened on this trip could have been avoided if there was better communication between the Airtran employees. One Airtran agent gave me a $50 coupon to use on a later flight but truthfully I don't think it will be used any time in the near future.