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Airtran has deplorable customer service

My flight from Las Vegas to Atlanta was delayed. No biggie. This happens with all airlines. However, Airtran's handling of the situation was deplorable. I tried for over an hour to locate a gate agent so I could try to book an alternate flight. No employees around. Fianlly a supervisor (Joe O) made a loud speaker announcement that the flight was delayed because of mechanical problems (lie) then he promptly disappeared even though there were 4 or 5 people standing at the desk who needed help. I finally tracked him down at another gate and he refused to talk to me until I called the Airtran 800 number and got a supervisor on the line. Then he said he would talk to me but he had to get a plane out first, which would take 1/2 hour then he would come back and answer our questions. That was 1 1/2 hours ago and Joe hasn't showed his face yet. A delayed flight is one thing but poor customer service, especially in a situation like this is inexcuseable. Joe should b e fired and someone needs to retrain the rest of the employees on how to handle situatuons such as this. AS long as we know what's going on, it's not so bad. When we don't know anything stress levels rise. Shame on Airtran. Shame on Joe O.
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ID
#346734 Review #346734 is a subjective opinion of poster.
Location
Abu Dhabi, Abu Dhabi

AirTran Poor Customer Service, Money Hungry!

On 8/9/12 I flew North for a friend's wedding and decided to take my pet with me. This being my first time actually traveling with one of my furry companions I not only double checked all of the necessities for animal traveling on the company's website, but also contacted customer service to ensure that I had everything squared away. Had the right kind of carrier with size requirements, etc..., even got a health certificate for the trip even though they stated it wasn't necessary. When I arrived at the check in counter the customer service rep (Janie) gasped with horror at the size of my carrier stating there was no way it was going to fit on the plane and that I would have to purchase one of theirs. I informed her that I had contacted customer service before as well as checked online and it was indeed within the requirements of their airline. She then refused to check me in until I purchased one of theirs, in addition when I informed her that it shouldn't be necessary she then stated she would not sell me one of theirs because they were more expensive and told me I had to go down to the SouthWest airlines counter to purchase one of theirs or else she would not check me in and I would miss my flight. Obviously I didn't want to miss my trip, so I went across the entire airport to the SouthWest airline counter and purchased one of the $50 carriers. Yes $50!!!! Not only was this so expensive, it was DOUBLE the size of my carrier! We literally fit my carrier inside this one! When I showed this to the customer service reps, they then changed their story and stated that I had to use their carrier due to mine being a hard shell and the carriers have to be mesh. Can you say BS?! On top of all of this we had to throw away my carrier! We could have kept it and traveled with it, but we would have had to check it and pay yet another checked baggage fee! If you are wondering what Janie's response to all of this was, she simply stated, "Well why can't you just have your friend that is with you take it home?" WHAT?! My relative that was with me was also traveling that day! I used to simply always travel AirTran, not anymore. You can bet I'm going to be utilizing other airlines much more in the future. I'll be suprised if I ever use AirTran again. SHAME ON YOU!
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ID
#341342 Review #341342 is a subjective opinion of poster.
Location
Pompano Beach, Florida
Loss
$100

Air Tran refused refund for companion affected by flight cancellation

Air Tran cancelled the outbound flight for my family, requiring an entire rebooking of our itinerary, including flights into and out of another airport. I had a different outbound flight, as I had to meet them there, but was booked on the same return flight. We had to spend an additional $500 for last-minute flights. When I called for a refund on my return flight, they refused to give me one, saying MY travel had not been affected, refusing to recognize that a change in itinerary for my family also required a change in it itinerary for me. Meanwhile, Jet Blue, my original carrier for my outbound flight, gave me a full refund, even though their airline was not at all at fault! I will never fly Air Tran again!
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ID
#333845 Review #333845 is a subjective opinion of poster.
Location
Washington, District Of Columbia

Airtran drops the ball - Flt 1108

This flight was originally delayed due to bad weather but a continued delay was incurred because the airline did not have a crew available to fly once the weather cleared. I was told by a gate agent that they knew when the airline knew when the 4 hour gate hold was placed on the flight that the crew originally scheduled would not be able to man the flight. Even knowing this they could nit get another crew in place on a timely basis. All other delayed flights from multiple airlines had departed from this airport within 3-4 hours of the stated weather hold. Our flight, originally scheduled for a 6:20pm departure is now scheduled for a 12:37am departure. While the airline has offered to rebook passengers in a 7:30am flight there has been no offer of a meal, lodging, assistance in making lodging arrangements or transportation to lodging or another local airport. There are a number if people that called Airtran customer service and were told that while the earlier delays were caused by weather the longer delay was caused by the non-available flight crew. So I am now faced with a 3am arrival followed by a 30 minute drive. And if course have to be at the office in the morning! Pretty poor way to treat your customers.
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1 comment
Anonymous
#1183997

Non available flight crew =because of WEATHER delay they are no longer legal to operate your flight.

ID
#333000 Review #333000 is a subjective opinion of poster.
Location
Youngsville, Louisiana

Letter to airtran airways, i hope you bas!@#$@s read it.

You have a lot of nerve emailing me after how I was treated on your flight. I feel that I was treated unfairly by not only the stewardess, but also by the supervisor handling my complaint. A twenty five dollar voucher is not enough to encourage me to fly your airline ever again. I tell every person I know the shitstain story and how my paid seat was taken from me without as much as even asking my permission, and then laying a guilt trip on me for getting upset. How dare you! As if that was not enough your stewardess, Christine offered me an alternative seat on the wrong side of the plane with a huge 9 inch by 4 inch wide *** stain. How Dare You solicit to me as one of your "preffered members". ***! I will run your name into the ground to as many people as possible. You go sit in the shitstain. Very Sincerely,
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1 comment
Anonymous
#564174

Sir, you are an entitled whiner.

ID
#323310 Review #323310 is a subjective opinion of poster.
Location
Overland Park, Kansas
Loss
$400

AirTran Lags and Raped our Baggage

It is literally 2:25am after finally arriving home from Aruba, our honeymoon... Our first taste of AirTran involved being boarded on a plane in Atlanta after a 4 hour layover, only to be removed from the plane due to mechanical issues after sitting on it for an hour while they tried to fix it. We were then placed on a "new" plane, which really appeared to be a better working pile of garbage. We lost a day of our vacation to AirTran (AirTRASH) and their faulty equipment. On the way back from Aruba we hoped for things to go much more smooth. My wife, a trusting woman who sees the greater good in all people would be the victim this time. With her clothes, shoes and swim suits packed we headed to the airport. Upon checking her bags she realized she had left her Ipad in the luggage...I think we can all see where this is going. We left Aruba, landed in Atlanta for a 3 hour layover, then boarded a plane to get back to LAX. My gut tells me that during the 3 hours our bags were sitting on the tarmac is when the thieving took place. Upon receiving our bags at the LAX baggage claim, the zippers were open, bras and swimsuits hanging out of it and GUESS WHAT, NO *** IPAD. Looks likes SOMEBODY "came up"...way to end our trip! I'll be sure to let EVERYBODY I know about how you all do things and how your personnel functions. It's upsetting to know that I'm PAYING for your employees to "handle" my bags with care, yet in reality I'm paying for some under paid, over worked, bitter employees to rummage through our belongings, leaving our property with LESS than what it arrived with. Get your *** together AirTRASH.
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1 comment
Anonymous
#671218

Just a word of advice, not trying to be rude but your complaint would be taken far more serious if you didn't start out the entire thing by proclaiming a piece of luggage was RAPED. Try to be more mature about it including your communication with the company.

I know you are angry but the more childish or you are the less you will be taken serious. Cussing is one thing you should try to leave out to be professional but raped?

ID
#315584 Review #315584 is a subjective opinion of poster.
Location
Fremont, California

Luggage Ripoff

I checked in at Detroit metro April 4th and was charged for oversize luggage because the ticket agent said it was oversize. This is the same luggage I have used for the nine times I have traveled to Cancun. The way back April 11th I checked in with Airtran it was fine. When I got home I measured the length, width and height and indeed it was just 61 inches. The ticket agent at Detroit Metro got me. I for one, will never fly Airtran again. They took me for one hundred dollars at Detroit. Had I not been in an hurry I would had refuse to pay. CONSUMER BEWARE
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ID
#311474 Review #311474 is a subjective opinion of poster.
Location
Maumee, Ohio
Loss
$100

Dirty Seat Belt -Airtran

AirTran Airways - Dirty Seat Belt -Airtran
AirTran Airways - Dirty Seat Belt -Airtran
During my flight 164 from SJU to ATL my seat belt was dirty with chew gum.The flight was March 26,2012. I ask the flight attendant for another seat and the other available was also dirty with chew gum. I told her that I was available to move to any seat to be away from the gum. It is really disgusting to touch a used gum, and think if you were exposed to other people fluids. Yesterday I reported the situation to the airline and the representative said that they only clean the airplanes at the end of the day.
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ID
#308334 Review #308334 is a subjective opinion of poster.
Location
Alexandria, Virginia

Changed the gate without telling anybody

I am making a complaint here about the lack of customer service (or more specifically, lack of caring) I experienced during my travel recently. I flew from ATL to BUF on Flight 558 Wed 3/7. The flight was scheduled to depart from gate D1 -- that's what was printed on the boarding pas and what was shown on the monitors throughout the airport. I arrived at the gate at 9 AM while the flight was scheduled at 10:15. I waited at the gate until 10 AM when the gate agent announced the beginning of boarding, but the flight was for Ft. Lauderdale. When I asked the gate agent, she said "oh, the Buffalo flight is departing at C15." During the whole hour I sat at the gate, there was no announcement whatsoever about the gate change. The display monitor at the gate was dark and remained dark the whole time so nobody knew which flight was being boarded. And, at 10 AM, 15 minutes before departure time, the airport monitors (throughout the concourses, showing all the departure flights) still were listing the BUF flight as leaving from Gate D1. Upon finding out the gate change, I had to ran the whole way from the end of Concourse D to the other end, boarded a train, got off at the next stop at Concourse C, then ran another 1/2 mile to get to C15 in just a nick of time. I find this totally unacceptable. The gate agent at D1 obviously knew about the gate change but never bothered to make an announcement. The Airtran airline didn't bother to fix the gate display monitor to show the correct flight info. I don't know who (Airtran or the ATL airport) owns the flight monitors throughout the airport, but those monitors continued to display wrong information until the very end. This is the first time I fly Airtran, but probably the last time.
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ID
#303209 Review #303209 is a subjective opinion of poster.
Location
Buffalo, New York

AirTran

Booked a flight for my 18 year old daughter to fly from Minneapolis to Tampa through Milwaukee. Chose this flight because we have family in Milwaukee that could get to my daughter in case things didn't work out properly. I paid in full for the flight only to have AirTran change the flight two months later. They now had my daughter flying through Milwaukee AND Atlanta! Consumers have no recourse with these airlines anymore. Customer Service is a thing of the past! AirTran said "we are so sorry...we can refund your flight". Great! Now the flights are $200 more. Who's going to pay for that?!?! I am sick of airlines, especially AirTran changing flights to suit their own needs. First and last time I will ever book with them! I have had other airlines care more and at least try to make ammends for these kinds of issues!
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1 comment
ivanymmik
#403640

I have flown Airtran before. I was not pleased with them because I have had a very similar experience! My flight was switched during my lay over!

ID
#286639 Review #286639 is a subjective opinion of poster.
Location
Clarksburg, West Virginia

Dishonest,Greedy,Unethical -Airtran

This past Sep. I flew to Key West. While relaxing on my way home the passengers aboard including myself were just informed by the flight attendant that we were all lucky winners of free air travel. Being naive to trickster's , not even considering I was about to be taken , I filled out the ppwk. name , address, and email, expecting something nice in the mail...?? Two days ago I received a credit card statement of delinquency from airtran -barclay. Called the 1-800- number on the statement given, and some man answered saying he got this number 2 years ago. .............finally got ahold of airport mngr..was resolved. Never thought a big airline would stoop to the level like a handyman ripping off elderly people taking the money first for a job and hallin *** out of town and not doing the work. MORALESS AIRTRAN
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2 comments
Anonymous
#395991

You try calling 1-866-air-tran.This number will now show not in service.That was the number included on the statement received.

Not concearned with trying to defend my expeirence.

Just wanted to warn people that had the same flight I did .

Type in air-tran scam see how many hits you get against the credit card company Barclay.

Then call a customer service agent for air tran and you will receive a very lame story.

Anonymous
#395825

You talk about this happening in September then you mention the phone agent said he received this number two years ago. That doesn't add up. This story is bogus.

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ID
#283343 Review #283343 is a subjective opinion of poster.
Location
Newport News, Virginia

Air Tran lied about cancelled flight!

I was scheduled to return from Las Vegas on 8-27-11 which was 1 day prior to hurricane Eileene hit to MA. I changed my flight from late evening to 7am. When I went online the night before the flight was cancelled. All flights from 8-26-11 to 8-29-11 were cancelled due to the hurricane. My flight was changed, without notification from Air tran, to the following Friday, Sept 2nd. Eileen wasn't even scheduled to hit MA until Sunday 8-28. After speaking to several people I was told nothing could be done, it was "Nature." I went to the airport for my original 7am flight. I was told once again, nothing could be done. I then spoke to a Supervisor who told me the flight was in fact, not cancelled. She put me on the flight and I arrived home as originally scheduled 4:35pm on Sat which was the day before Eileen hit. To make matters worse, there were approx 50 people on th flight. What was with the misleading information and rude Customer Service. With the exception of the Supervisor and one other Customer Service Rep on the phone. Horrible experience! Will never fly Air Tran again.
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ID
#258297 Review #258297 is a subjective opinion of poster.
Location
Boston, Massachusetts

Never again

Update by user Oct 02, 2011

after complaining to the airlines, an rep from the customer relations dept sent me an email offering me a $100 discount on my next flight \"as a gesture of good will\". unfortunately, its useless, b/c i won\'t be flying them again...

Original review posted by user Aug 26, 2011
AirTran airways is one of the worst airlines I have ever booked with. On my flight to San Francisco from La Guardia, via Milwaukee, on August 19, 2011 , our plane taxied for 3 hrs (max allowed by law) before returning to the gate due to weather conditions in Milwaukee, 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 rebook 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 Milwaukee). 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 anyway. 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 Milwaukee. 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 Milwaukee flight and personally thank the agent that helped me, and when I finally get to Milwaukee, 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.
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ID
#257987 Review #257987 is a subjective opinion of poster.
Location
Fremont, California

AIRTRAN - Deceptive and Untrustworthy

After talking to an Airtran customer service person on the phone, I was told she could not help with my problem; however she encouraged me to write to customer service for assistance, which I did (see letter below). Two days after I sent the letter of complaint I got their response that was nothing more than a nicely worded letter that could have just said, We don't care". I encourage you to consider Airtran's poor customer service and deceptive voucher policy in making your future travel plans. Airtran doesn't have your back. --- Original Message ---From: Received: 8/10/11 11:25:34 AM EDTTo: Subject: Other -------------------------------------------------------------------------------- COMMENTS In January 2011 my suitcase was torn open on an Airtran flight to Orlando. I brought my suitcase to the customer service counter in Orlando due to the damage and several hundred dollars of medications that had been lost through the hole. The customer service representative said I could either go buy a new suitcase, then return the receipt to Airtran for reimbursement, or she would give use 2 tickets for a flight anywhere Airtran flies. She said nothing about the blackout date or capacity restrictions as stated on the back of the card she gave me. I didn't even realize that there was writing on the back of the card until weeks later. As I had never received such a flight voucher before, I twice called Airtran to confirm that the offer was legitimate. Both times I was told that it was but that blackout dates applied. They said nothing about capacity restrictions and I was assured that blackouts shouldn't be a problem in February. As such, I booked and paid deposit fees on our condo rentals for our 2012 vacation confident that the flight dates that I wanted would be honored by Airtran. I called Airtran today to book the flights using conformation # ------ for a round trip for two leaving from MSP to MCO on February 11, 2012 and returning from MCO to MSP on February 25,2012. I was told that neither of these dates are available due to capacity restrictions. It is simply not acceptable that after three contacts with Airtran customer service persons, I was not informed that this capacity restriction could not only cause a selected flight to not be available; but cause a 5 day span before any flight is available. The customer service representative that I talked to today told me to contact you and ask that you address this issue by either crediting me cash for my voucher, for which I can then purchase the tickets, or by simply allowing my voucher to be used towards a flight on the desired travel days. I cannot wait to see if flights open up closer to the flight dates as the balance of the condo deposits have to be paid 60 days prior to arrival. If you will make an exception and allow my conformation number to be used at this time, my preferred flights are 215/672 on February 11, and 1438 on February 25.Obviously, I would also be appreciative of receiving other flight times on the above dates if that was all that was available. Sincerely; Bruce JohnsonDetroit Lakes MN Airtran"s Lame response below: Dear Mr. Johnson, Thank you for contacting AirTran Airways with interest in future travel. On behalf of AirTran Airways, I regret to learn of any frustration you have experienced in your attempt to redeem the compensation. Certificate travel is subject to blackout dates and availability. There are a limited number of seats reserved for certificate travel on each flight. Once these special seats are full, the remaining seats are utilized for revenue passengers. The flight availability shown online reflects open seats for revenue passengers, not certificate travel. Your understanding in this matter is appreciated. Please reconsider your travel dates and contact us again to book future travel. We hope to have the opportunity to serve you on a future AirTran Airways flight. Sincerely, Cedric LancasterCustomer Relations DepartmentAirTran Airways
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2 comments
Anonymous
#335740

When you check bags, regardless of airline...you should never check electronics, antiques or medicine! It's not covered by any airline...but I guess you didn't read the contact of carriage when you purchased the flight, huh?

Yeah, smart traveler.

Every airline that issues out compensation has a matrix and there are certain flights that are free. You never book your hotel without having transportation to get there.

Anonymous
#330053

Unfortunately my friend, I think the error is on your part, not Airtran's. You should have asked these questions when you were given the voucher. Additionally, it was foolish to book a hotel room before you had arranged your reservation in the plane.

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ID
#254928 Review #254928 is a subjective opinion of poster.
Location
Saint Paul, Minnesota

Airtran/ horrible experience

My husband and I flew airtran to California. It was almost a 5 hour flight with NO screens AT All for a movie. So then I tried to plug into the xm radio on my armrest but the arm rest was broken. My husband also sat in a broken seat next to me. Throughout the flight I was only served 1 beverage (in 5 hours) and given 1 pack of smashed pretzels. The cabin was a little chilly so I asked if I could get a blanket and the stuartess looked at me with a sarcastic look and said "They don't have any blankets" I guess I was supposed to already know. I realize it was a "Cheaper flight" but my gosh I still paid a good bit.
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3 comments
Anonymous
#383331

WOW I just read airline employee remark REALLY ??? WOW like they just don't give a *** now I'm really regretting booking with them I will give my review on my return home from New York

Anonymous
#383330

I'm traveling on this airline tomorrow after reading all these bad not one good review I wish I would of not booked with them a little to late now I guess :sigh Guess I should of looked at reviews before not after right?? Just saying

Anonymous
#335742

You are on a low-cost airline. Furthermore, you should have researched the airline before you bought the ticket.

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ID
#251184 Review #251184 is a subjective opinion of poster.
Location
Alexandria, Louisiana
Loss
$400