AirTran Airways Complaint - Customer Service is Non-Existent
I had a recent experience with Airtran that was somewhat disappointing. I was flying from San Francisco to Milwaukee and then had a connecting flight from Milwaukee to Baltimore, my final destination. On the day of my flights, the weather in San Francisco was cloudy, causing many delays. Our first plane landed at 6:55 pm, right when the connecting flight to Baltimore was supposed to take off. There were at least 8 of us who needed to catch that flight. Could they have held it for 10 minutes for us to get on? Of course not. The flight took off 3 minutes early. As we ran into the airport, we were told we could jump on a flight that was about to leave for DC. After being hustled around to several different people, a lady printed us new boarding passes and told us that Airtran would pay for transportation from DC to Baltimore. We asked another gentleman about our luggage and he said "Oh, I guess we need to transfer it" as though the thought hadn't entered his mind. We got on the plane to DC and sat at the gate for at least 30 minutes while the pilot completed "paperwork." Presumably, they were also transferring our luggage to this plane as it miraculously did arrive at DC. So instead of holding the plane to Baltimore a few minutes and letting us board, they put us on a different flight and delayed that one. When we arrived in DC, they had heard nothing about the transportation to Baltimore. We paid for it out of pocket and finally arrived in Baltimore 3 hours later than we were supposed to. While I completely understand that all airlines experience delays and it is not anyone's fault, I felt this situation could have been handled with a tad more courtesy and common sense. The attitude that I got from every single person I dealt with at Airtran was that we were not their problem, they wanted to get us out of their faces and send us on to the next person (who would do the same thing). It seems that all of the Airtran employees slept through their customer service training, if there was any in the first place. I will definitely avoid flying Airtran in the future.