SEATTLE, WASHINGTON -- I had taken Amtrak to Vancouver B.C. for my flight to London. I had, however, neglected to take into account the long line I would find at customs. While we were supposed to sit obediently in our cars til we were permitted to get off (and I was in the last car) I realized I was in danger of missing my flight. I cheated and got off the car before our turn, got through customs, got onto the SkyTrain, and arrived at the airport with under an hour left before the flight. I had hoped to make up the time with self check-in, but that option was not available. So I got in line to sweat it out.
A nice English couple and I started talking and they, learning about my situation, let me cut in front of them in line. The woman at the desk told me that the gate was closed, but after consulting with a supervisor and a call to the person at the gate, she told me if I could get there in time I could board. I ran like hell through the airport (fortunately I travel light) and I arrived just in time. They did not have to do this, and being late was my fault, but I appreciated it. I just wanted to let people know AirTran is not all bad.
I had planned a trip to San Diego to connect with some friends and take a drive out to Las Vegas for the week. Hotels were booked, as was a flight with AirTran that would have connected in Oregon on July 13th. I was leaving from LaGuardia airport in NYC at around noon, and due to a mere 90 minutes of rain, AirTran cancelled all flights leaving NY for that day while airlines such as Frontier, US Airways, and Jet Blue were still providing delayed service.
I had called AirTran to change my reservation to leave the next day on flight 369 to Atlanta, with a connecting flight to Las Vegas leaving at 7:50 pm (flight 772). Flight 369 arrived in NY two hours behind schedule, leaving at 6pm instead of the promised time of 3:52 pm. As this flight was landing in Atlanta, flight 772 to Las Vegas was taking off. The best that AirTran could do to appease the situation was to give me a standby ticket for the final flight to Las Vegas, flight 769 leaving at 10:25 pm.
I had taken the standby ticket, as I had little choice in the matter. I had asked the customer service representative what would happen with my luggage since it never made it to the intended flight, and the representative told me that the luggage would be checked into the standby flight whether I was on it or not. Meanwhile, flight 769 was already overbooked by five people, and the only way I could board was if six of the confirmed passengers failed to appear.
Before the boarding procedure began, two Air Tran reps were offering free round trips and a complimentary night at a nearby hotel to anyone willing to give up their seats. I had thought that I would make it onto the flight, but once five volunteers accepted the offer to cover the five overbooked seats, AirTran then withdrew the offer despite that more people were interested in taking it.
I then had to sit there and ask if all seats were taken, and they were. Air Tran was willing to wait for a plane arriving late from Ohio this evening, but they were not willing to wait an extra ten minutes for the flight I had been delayed on for two hours. There is a hotel in Las Vegas that is currently billing me for a room I am not using, and to add insult to injury, the hotel suggested by AirTran for me to spend the night was not complimentary; I am paying half price for this room.
Meanwhile, as I write this, my luggage is on a plane to Las Vegas while I am stuck here. Upon checking into the hotel recommended, I called the McCarran International Airport in Las Vegas to inquire about baggage that would need to be left overnight. The airport could not assist me, and the reason was because of yet another AirTran policy: any questions related to lost or stolen luggage or luggage left overnight had to be handled by an AirTran office, and their office hours had concluded for the day despite planes still in transit.
This costly nightmare has been going on for 36 hours at this point, and there is an alarming possibility that I will arrive in Las Vegas tomorrow morning to discover that my luggage was either lost or stolen. I will never fly with AirTran again; no cheaper airfare is worth this aggravation.
NEW YORK, NEW YORK -- Yesterday (Saturday, July 27th), I had quite a traumatic experience involving AirTran Airlines. I am still terribly upset by it. My son was flying as an unaccompanied minor out of LaGuardia to Akron/Canton. Gate B4. My son is 8 years old, and as you can imagine, this was already a bittersweet moment, to have to say goodbye to my only child as he departed to fly solo.
It is important to note here that I was told that I needed to stay until the plane left which I did. It departed right on time, 2:25pm. No, the plane was not in the air. I did not stay at the gate until the plane was in the air because it was not made clear to me by any of the staff at any point that this is what I was expected to do. Nor did I at any point receive an email or any written material that detailed the policies about exactly was expected of an escort to an unaccompanied minor. I was doing as I had been told - I stayed until the plane departed.
I went downstairs to the food court and was there for a full hour after the plane left the gate. It is my understanding that somewhere in that time, the plane had to return to the gate. I had my cell phone with me, and yet no one called me. I am aware that my cell phone number is in the computer system because I gave it over the phone to the reservation agent when I purchased the ticket for my son.
I was called by my mother-in-law from the Akron/Canton airport around 3:55, just as my husband and I were entering the Midtown Tunnel into Manhattan. We were told that his plane had de-boarded and that we should go back. We were preparing to do so, but knowing it would take us at least 30 minutes to get back at that point and another 15 to reach the gate, I decided to call AirTran for an update about my son's flight. I explained to them that he was an unaccompanied minor and I was his mother.
I was told his plane was scheduled to depart at 4:00. Since that was five minutes away, I was given the impression that the flight had already boarded and was about to leave, so my husband and I decided to not to go back based on that information. At 4:45, my mother-in-law called me and told me that his flight had been delayed further but that his flight was now scheduled to leave at 5:00. Now I'm starting to get really upset. I should have been there with him. But with his plane leaving at 5:00, there was really no point for me to make the 30-minute journey from Manhattan to LaGuardia as I would not get there until after the plane had left.
Again, no had called my cell phone or had left a message on my home phone. And I'm beginning to wonder why no one would call the child's parent in this type of situation. I'm only getting the information I am receiving because my child's grandparents are at the Akron/Canton airport where they are able to get immediate information.
At 5:30, I was sent a text by my mother-in-law that his plane was now leaving at 5:55. I began to feel myself starting to emotionally unravel, worried sick about my child, and started trying to find a way back to the airport. I arrived at Port Authority at 6:00 and waited for an Express Bus that was supposed to arrive in 10 minutes but had still not arrived 30 minutes later.
While waiting for the Express bus to show, my mother-in-law gave my husband and I a number to call. It was a 718 number so I can only assume I was going to be speaking with someone at LaGuardia. I was so grateful to finally have a chance to speak to someone who could tell me definitively what was going on.
The person on the other line kept telling us that we were supposed to be there and that they weren't allowed to give us any information - both extremely unhelpful things to say. I was very angry that the airline was not able to give the parents of an 8-year-old information about their child. We were immediately put on the defensive and tried to explain that we were there until the plane left the gate, were in the airport for another hour after that, and that no one had told us that we were supposed to stay until the plane was in the air. Nor had anybody tried to call us. The conversation was ultimately unproductive, extremely frustrating, and of no help whatsoever.
Because the Express Bus never showed, I hailed a cab around 6:40. I called AirTran while stuck in traffic in the cab. I was told that my son's plane had been cancelled and he was being placed on another flight set to leave at 7:55. Upon arriving at the airport at around 7:20, I was told that I would have to wait in line for a gate pass, so I did. And by the time I got to the gate at 7:40, his plane had already left the gate and was about to depart.
Upon arriving at the gate, the gate attendant started to berate and verbally abuse me for not coming back to the airport earlier. Already being quite emotional and angry about the events leading up to this moment, his tirade really blindsided me. He told me that I knew I wasn't supposed to leave, so I told him that I did stay until the plane left the gate and was never told that I had to stay until the plane was in the air.
I tried to explain the chain of events, defend my actions, and ask why no one had called me directly at any point, but he continued to tell me that I had abandoned my child, that he couldn't let my son go the bathroom, and even used foul language. And then he asked me why I hadn't yet thanked him for babysitting my son.
He wouldn't listen to how it went down on my end or answer my question as to why nobody ever called me. He refused to admit any responsibility whatsoever. I felt that he was attacking me as a mother after I had already spent 4 long hours being quite distraught about my son. Needless to say, the conversation was rather heated and I felt very much on the defensive. I then stayed until the plane took off.
My greatest complaint is how horrible the communication was on AirTran's end. It was never clear to us that we were supposed to stay until the plane "was in the air." The plane "leaving" and the plane "being in the air" are different enough to warrant clarity when giving instruction. This is not something we do often, and clear communication about the protocol would have been appreciated. Someone should have called my cell phone the moment it was discovered that I was not there. Perhaps I could have just come back upstairs from the food court.
And even if a child was not involved, there is that a plane that was supposed to leave at 2:25 pm did not get its passengers off the ground until 7:55 pm. Not to mention the 45-minute long line to check-in with the airline - all less than ideal situations when one is trying to fly somewhere. I also want to reiterate that after first hearing that my son's plane was delayed, I was constantly being told that the plane was only minutes from departing by the AirTran employees with whom I was communicating.
And then there's the gate agent at Gate B4 whose customer relation skills were abhorrent. I'm still very upset over the trauma I endured yesterday especially at the hands of the gate attendant. I could have been spared all the grief and anguish I experienced if someone had simply told me, "Please remain at the gate until the plane has lifted off. We will let you know when it is okay to leave the gate area."
I would also suggest that you make it part of the protocol regarding an unaccompanied minor to contact the parents should a problem arise by calling the phone numbers that were given to the reservation agent. Please look into this matter as I feel it deserves serious consideration.
ST. PETERSBURG, FLORIDA -- 11-19-2012 - Boo on you…AirTran. The pet policies on AirTran are atrocious!! FYI: I have already spoken w/ your customer service representative on Monday…day of flight…for 30 min. I haven't received any response yet. I'll see how long after Thanksgiving it takes for a response…if at all.
What's even more interesting is that Southwest's pet policy is: "Southwest Airlines accepts small vaccinated domestic cats & dogs. All in-cabin pets must be carried in an appropriate carrier, as indicated below & are subject to a $75 pet fare each way/pet carrier. The pet carrier counts as either a carry-on item or a personal item." "Southwest Airlines allows only one pet carrier/ticketed passenger." "The carrier may contain two (2) cats or dogs & must be of the same species/carrier." "The cat or dog must be completely inside the pet carrier & be able to stand up & move around the carrier with ease."
This finding is particularly interesting as AirTran is NOW owned by Southwest & I followed SW's pet policy to a 'T'!! Also the pet carrier I was required to purchase was nearly 1/2 the size of my carrier…& provided poor Mister Charlie far less room than Bailey Sue had in the carrier I already had. He certainly was NOT able to stand up & move around the carrier with ease…as it was quite evident when I witnessed the top of the bag bulging when he stood up. Supposedly the policies have recently changed… However the policy stated on AirTran's own website does not reflect the 'new' changes.
My problem on Monday: While flying home for Thanksgiving, as I was waiting to board w/ my 2 precious small Maltese dogs… A 'NEW' policy was presented verbally that only 1 dog/carrier was allowed. This creates quite a problem because in order to do this, it requires an extra carrier & according to the 'NEW' policy, would require an extra person. As it now states… "Airfare for a pet is $75 one-way & is non-refundable. Six (6) pets are allowed with a limit of one (1) pet/paying customer traveling on the same flight." And THAT'S where 'they' got me!!!
Nowhere did it state that 2 dogs cannot be in the same carrier nor does the current policy even have a weight restriction. But as soon as 'they' NOW noticed the '1 pet/paying passenger' policy… The issue was now 'that'…& not '2 dogs in the same carrier' issue.
See…I am a single young woman who has flown multiple times w/ dogs on AirTran & other companies & have NEVER received this kind of mistreatment & humiliation…& at the GATE, no less!! I nearly missed my flight due to this last minute… "Oh we can't allow 2 dogs in the same carrier" crisis. (FYI: I had been sitting at the gate since 9:30 am & flight did not leave till 11:08 am.) This pet carrier crisis wasn't brought to my attention until the flight was about to board!?
First, the claim by AirTran employee ** was that only a mother & her pup could fly in the same carrier. Knowing that the 'current' policy did not state this, I replied w/ "This IS her son. She's 5 & he's 2." To which her response was: "The pups must be of the same litter & under 8 weeks old." That's when I required this 'new' policy be shown in WRITING. As her worried eyes skimmed the current printed policy, I could tell that it obviously did NOT have her statement in it. I even had to go so far as to bring it up on my iPad to prove to her that the policy she was holding (that I currently have in my possession) was the SAME one on the internet.
Then & only then did she latch on to the new '1 pet/flying customer' policy. And as I said previously…THAT'S where they had me! I was told I must purchase a 2nd carrier & pay an additional $75 pet fee. Their solution ONLY created more problems for me cause NOW I had 3 carry-ons & oh yeah, 2 dogs in 2 separate carriers but only 1 paying passenger.
If it hadn't been for 2 lovely angels placed in my path Monday, I would still be in Tampa Airport stranded w/ no way of getting back home to either of the 2. First, the issue was I needed to pay for an additional pet fee & carrier which easily totaled over $100. I had only a small amount of $$ on me & they would not even speak to my mother over the phone who was trying to do anything at this point to get me home. They wouldn't even attempt to manually type in the same CC # that I used to purchase my ticket, original pet fee, & checked luggage fee. They wanted the physical card now.
That's when the 1st angel walked into my life in the form of "** from DC." She ended up paying w/ her own CC & would not even give me her address to repay her OR to even send a thank you! She must have noticed my shirt I was wearing & told me, "It's fine, I ran the half marathon w/ you yesterday." It was like a breeze of fresh camaraderie had entered my solo circle of it's ME against ALL of 'YOU' mentality. In a clash of irony, the Women's Half Marathon in St. Petersburg had brought 2 first-time race runners together in this time of crisis. Of course that's where AirTran employees had to shortly dash my hope w/ yet another one of their problems.
I still needed a 2nd paying passenger for the 2nd dog. That's when my 2nd angel entered my life in the form of "passenger last name ** in row 30." She volunteered to take 1 dog during the flight & that's the info she gave me as she boarded the plane in case I was also allowed to board. Of course AirTran employees went so far as to look the info on the other passenger to ensure its accuracy. And THEN, & ONLY THEN, was I able to board my flight for my quick 2-hr flight back home. Boy! It sure seemed like they were doing more to prevent me from getting on that plane than helping me to board.
I wish that's where my troubles w/ AirTran stopped but NO! I was either treated rudely or snubbed by the gentleman supervisor attendant & 2 female flight attendants. Before we took off, as the gentleman was walking the aisles, I requested his attention. It felt as if he was purposely avoiding me w/ his back turned so I called for his attention w/ 'Sir.' Then you would have thought another CRISIS happened. He turned around & in a very rude, harsh tone barked, "WHAT'S HE DOING OUT?!?!"
I looked down at my feet to see the most adorable, sweetest little head had popped out of the small cramped carrier I was required to purchase that was nearly 1/2 the size of my carrier. It was Mister Charlie, my mischievous little guy, that was only trying to get some air out from under the seat. He also was flying for the 1st time solo & was more anxious as they made me separate him from his mommy 3 rows up. I replied that he wasn't out, he had just 'popped' his head out.
I was then lectured as to how the carrier was to remain closed at all times! Even though the pet policy only states: "The pet must remain in the carrier & under the seat for the duration of the flight." Mister was NEVER out of the carrier OR out from under the seat. Nowhere does it mention that the carrier must be zipped up completely OR that the dog's nose or head can't be 'popped' out for air. How does AirTran expect animals to get ANY water during the flight w/ this factitious statement that was being enforced. He also made it a point to mention "…cause I've already spoken to the pilot & he knows if there's ANY problems with you…"
Not sure what would have happened cause that's where he ended his threat. I was & STILL AM insulted that he felt he had to report me to the pilot like I was a possible terrorist threat!! All due to the INCONSISTENT, INACCURATE pet policies that need some major revamping & ENFORCED PROPERLY!!! How in the world does AirTran expect anyone traveling solo to fly w/ 2 small dogs weighing roughly 10 lbs combined?!?! Well according to AirTran's 'new' pet policy, they can't EVER! Even if I chose to EVER support AirTran w/ my $$ again, I couldn't as the 'new' policy stands.
I obviously wish I had never had this undue stress put upon me but if it had not been for AirTran's inconsistent & rude treatment, I would have never been able to experience the wonderful, generous, kindness of 2 totally complete strangers!! If I had the financial resources & personal connections, I would LOVE to start my own airline for animals, particularly canines. This airline would NOT make you pay $150 for 2 dogs one-way & then make you shove them under hot seats in a much smaller carrier than the one you already had.
INSTEAD, it would cater to humans & canines equally allowing carriers, or even better yet, dog car seats to be placed securely fastened in the seat right next to you!! Your dog could be attended to properly, given adequate food & especially WATER! NOT thrown under a hot seat after paying more than most humans on the plane did for their one-way ticket. In this day in age, I have a choice as to the companies I support w/ my $$. I most certainly WILL support the companies who value & RESPECT both me & my dogs! BOO BOO on you AirTran!!!
BOSTON, MASSACHUSETTS -- AirTran WILL leave you behind, and WILL kick you off a flight due to the incompetence of the people they hire. Let me explain: I took a flight out from Boston, ended up in the TSA security line for 45 minutes before I got completely through, and that included having to cut 3/4ths of the line when I realized I was cutting it pretty close to departure time. Showed up at the gate 3 minutes late, they left without me. They NEVER paged me, they NEVER sent someone to see if I was stuck in security. They also departed BEFORE their departure time (I screenshot the flight information at the end of the night from my phone as proof).
Their staff had no interest in helping me upon realizing my flight left without me, and were genuinely uninterested in my situation. They offered no help, and basically told me, "too bad." They wouldn't even look at me when they talked to me - they were typing fast away at their computers. I left a BBB complaint about the incident and they are one of only two companies I've had to leave a complaint about that had no interest in making things right. They dismissed all my grievances to the matter and blamed me, under a guise of "we shut the doors 10 minutes before departure, as it's important that we get our passengers in the air as soon as we can and prevent delays."
Let me now explain to you how this is a complete farce. On the day of my rescheduled flights, on my connecting flight, a flight attendant managed to get her seat wet from rain (I've flown plenty where it's rained and never heard of this happening). After we pulled out from the gate, we sit for a couple minutes and we hear the captain announce the aforementioned issue, and that they'd have to pull back in so they got "replace the seat." I think to myself, replace the seat? Why don't they just put plastic trash bags over it, or towels or something?
What they ended up meaning by that is that they were going to get an AirTran representative to board the plane and tell, not ask - but tell, a coach passenger they had to deboard the plane and be put on stand by. Then they told, not ask, "told" a first class passenger they had to move back to the now empty coach seat. And the now vacant first class seat is where the flight attendant ended up sitting for the flight. If you make a complaint against them, they WILL lie about the details, and do what they can to not own up to their own mistakes.
They claimed in their response to my BBB complaint that they confirmed that they did page me - lies - I listened intently out of worry that I was starting to cut it close and it never happened. Heard plenty of other airlines paging other passengers to other flights. I rejected their response, made a rebuttal, they then reiterated what they said the first time for the most part, and closed the case out with no consequence.
Don't make the same mistake I did by flying with these guys. They gave me a bad experience the first time I flew with them 4 years ago, gave them another chance because the flight was that much cheaper, and I regret it. I lost more money in the day of work I lost in comparison to what I saved choosing them to fly with. Also keep in mind Southwest Airlines owns AirTran, so you may want to consider skipping them as well. You're a number to them. Well, this number is taking his business elsewhere. In fact I just booked a flight for next week and skipped over them despite seeing they had a cheaper flight in to where I was going. Not worth the risk.
AirTran Airways is one of the worst airlines I have ever booked with. On my flight to San Francisco from LaGuardia via Oregon on August 19, 2011, our plane taxied for 3 hrs (max allowed by law) before returning to the gate due to weather conditions in Oregon, which after deplaning for 30 min, was ultimately cancelled. In those 3 hours, they couldn't figure out how to reroute the plane that the storm eventually approached the NY metropolitan area. I proceeded to re-book my flight for the following Tuesday. According to the AirTran agent, the only flight available was from LGA to SFO via Atlanta with a 7-HOUR LAYOVER.
In the days between my cancelled Friday flight and my new reservation on Tuesday, I called the airlines daily to find out if I can get an earlier flight Tuesday morning with a shorter connection. The agent I spoke to on Sunday, who was very helpful, said I can attempt to fly standby early Tuesday morning and advised me to be at the airport an hour before the departing flight (LGA to SFO via Oregon). I called AirTran again Monday to see if any flights had opened up, and if I could fly standby. This time the agent said NO, all the flights were sold out.
He sounded irritated with me, and didn't even advise me to try to fly standby, nor did he even disclose to me any of the departing flights to SFO - just a flat out NO. He didn't care and wasn't interested in helping me in any way. Well, I followed the advice of the first agent I spoke to on the phone and showed up early at the airport in hopes I could score a standby flight. When I inquired at the front ticketing desk at LGA, the AirTran agent said, "No, I cannot put you on the standby flight to Milwaukee," (in contrast to what the first agent told me on the phone) because the reservation or connecting flight MUST BE identical.
So instead, she puts me on later connecting standby flight to Atlanta. Well, I decided to see another agent, but this time at the gate. He was super helpful and put me on standby for the next flight to SFO, which happened to be the connecting flight to Oregon. By this time, I realize how inconsistent AirTran is with customer service and rules regarding flight reservations. And it's absolutely frustrating. I get on the Oregon flight and personally thank the agent that helped me, and when I finally get to Oregon, and I think that after this whole ordeal I can finally make it home to San Francisco, our plane again is taxing on the runaway, this time a failure of the weather radar.
Of course, the captain says "it takes a few minutes to replace then we'll be on our way." 5 minutes later, he states the antenna failed and will take 2 hours to fix. AREN'T AIRLINES SUPPOSED TO DO MAINTENANCE CHECKS BEFORE DEPARTURE??? I finally make it so SFO with no problems afterward. With all said and done, the most pleasant aspect of AirTran is the stewardesses who were consistently friendly on each flight; however, it is not enough to choose AirTran again for my future travels.
OTTAWA, KANSAS -- Last year my SO and I took a wonderful vacation to Cancun and to try and save some money, we flew on AirTran. Getting there wasn't terrible but getting back... Worst experience with any airline I have ever had. On the day we were scheduled to go home, we get to the airport to find our flight delayed. I was a bit frustrated but I figure it's a minor setback. Since Hurricane Karen was nearby, I figure it's probably due to that and we just have to wait. We do go to the ticket counter for our gate to see if there is any info on our flight and we hear this, "I don't know." 2 hours go by and no plane. We ask again and we hear "I don't know." This process drags on for eight hours.
Eight hours with no explanation for why our plane is delayed for that long. All we hear from the ticket agent when we ask is "I don't know." We are told of what happened when the plane finally arrives and as we are boarding the plane. Apparently they were shorthanded and there were a few maintenance issues and that's why it took eight hours. I do understand that delays like this can happen, it's frustrating but it is understandable. However, failing to inform passengers of a delay that can take up to several hours to fix and leave them essentially stranded at the airport is extremely poor customer service and there is no excuse for it. None.
I was furious that they chose not to inform us of this and made us wait in the airport for hours on end. Why would you not inform passengers of problems like this??? If they were upfront about it and told us about the delay and kept us updated, then this wouldn't have been an issue. Keeping passengers out of the loop is an issue! Long story short, we managed to get back in the US but we didn't make it home until the next day. I am never flying with AirTran again and have told my friends and family to avoid that airline like the plague.
ATLANTA, GEORGIA -- I booked flights for myself and spouse on Oct 20, 2013 from BWI to Punta Cana, Dominican Republic - Airtran Flight 817; depart at 9:08 am on Sunday, Dec 22nd 2013; arrive Punta Cana at 1:52 pm, a four-hour flight, and returning on Dec 28th, 2013. I also purchased two advanced seating assignments for the round trip tickets.
AirTran called on Oct 31st, asking if we were willing to take a later flight on Dec. 22nd from BWI to Punta Cana, DR because AirTran sold us an overbooked original scheduled flight. They offered two flight options that were both incomparable and unacceptable because of the departure times, one leaving at 7:55 am from BWI connecting through Atlanta with a six hours layover, and arriving Punta Cana at 8:57 pm. I did not accept the offer to be put on any alternative incomparable flights.
AirTran called again on Dec. 19th, informed me that my flights have now changed leaving on Dec. 22 from BWI at 7:55 am, arriving Atlanta. When I stopped the caller (agent) and asked her why they are changing my flights, the agent's answer was that our original scheduled flight leaving BWI at 9:08 am is overbooked. I called AirTran and spoke a supervisor, ** (agent **), who offered a refund of two one-way tickets and fees for advanced seating assignments.
Because we were not given any alternative comparable flight choice and our trip is scheduled in two days, Dec. 22nd, we were forced to take FLT 133 - departed BWI on Dec. 22nd at 7:55 am, arrived Atlanta at 9:55 am, over 7 hours layover in Atlanta, departed at 5:40 pm, arrived in PUJ 10 pm! All day of our first day family holiday vacation wasted!
** informed us that the Involuntary Denied Boarding (IDB) Rule does not apply because we were involuntary removed (bumped) from our original flight 2 days prior to Dec. 22; subsequently AirTran avoiding DOT rule for IDB, which is legal business practice by AirTran! Overbooking flights is also legal business practice!
DOT defines involuntary bumping. AirTran has the right to involuntary bumped lucky passengers from any of their flights any time, except that we were involuntary bumped on Dec. 19, so rule does not apply to us in terms of 400% compensation; our flight was on Dec 22! What are our rights as customers and as consumers?! DOT is reviewing my case!
I booked a flight for my entire family (including an infant) with AirTran. We have previously flown with Delta and United with the baby and they have allowed the stroller and playpen free of charge (which we were happy to find out). The playpen is a necessity as it allows the baby somewhere safe to sleep at our destination.
Just before travel with AirTran, I decided to review their policy regarding infant items. It turns out that they do not allow a playpen as free baggage, but they do allow a stroller and car seat. I would not be bringing a car seat (we will be renting one at the destination). So I contacted customer support through email to inquire about bringing the playpen instead of a car seat (the collapsed playpen is much smaller than a car seat but 2 1/2 inches longer than carry-on allows) and told them that other carriers allow playpens for no additional charge.
I received an email on a Saturday that stated their baggage pricing structure and stated I would have to pay $75 (each way) in additional costs, nothing more. When I called customer service the same day to address this email, I was told that the customer service department was closed on Saturdays. I did manage to speak with a customer service representative who seemed wholly annoyed with me. She asked if the playpen was over-sized (over 61" or over 50#). It is neither.
When she started huffing, I asked to speak with a supervisor. The supervisor was slightly more agreeable but the complaint seemed to have hit a wall. I asked if my concern could be forwarded on to someone who could reconsider this policy as it made family travel much more costly and difficult. She halfheartedly agreed to forward it on. Ultimately, we have decided to buy a playpen at our destination as $45 (to buy a basic one) is cheaper than the hassle and cost of dealing with AirTran's policy.
Throughout the process, I felt that AirTran was not interested in my concern and was reluctant to forward my complaint to the proper department. I will not choose to fly AirTran in the future and I will discourage those with infants from flying with AirTran.
?, FLORIDA -- Oct. 2012, purchased a round trip ticket from Pensacola, Florida to Houston, Texas. I was going out to Houston to stay with a relative for two weeks who had suffered a stroke. First disappointment was when I checked into AirTran. I was told my agent to put suitcase on scales. At 68 years of age and having had a double mastectomy 8 months prior, I could not lift the suitcase. The agent's attitude was apparent that he didn't like to assist me with the luggage.
On booking my ticket online, I had paid extra ($6.00) to have a window seat. A week before I was to leave to come back to Pensacola, I called AirTran's toll free number to request a window seat. I was told by the agent on the phone that she needed a credit card number to reserve a window seat, another $6.00. I gave her all the information from my debit credit card and was told I would receive an email with the confirmation within 48 hours. 48 hours later, I had not received the email.
I called Air Tran and found out they had no record of my calling to reserve a window seat. This immediately sent up a red flag. Went online to my bank and found out their agent had gone on a shopping spree with my debit credit card and had purchased $1,037.00 in merchandise. Needless to say, this almost wiped my account out. I live on SS and was left with very little monies to make it back home. I had to arrange for a trip to Wells Fargo to cancel my card, and file a complaint. I had to make a police report in Houston and was told to make one back in Florida when I got home.
I did receive my $1,037.00 back from the bank and had requested my airfare ticket cost back from AirTran for all the aggravation, but have had no response. I would like to warn you to not give out any credit card information to anyone on the phone when requesting a seat with AirTran. I am not sure they have gotten rid of the person who did this so beware.