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AirTran Airway Don't buy that ticket yet

Bought round trip from BWI to Atl for my 14 year old niece. After confirmation called the 800 number for gate passes, no problems. She arrived 2 hours in advance to leave and no mother had no pass. After over an hour mother was told she would have to leave to go to the gate, her plane was boarding. She got there and they closed the doors, the flight was overbooked,to bad. Waited for next plane, was seated and 5 minutes before ***, removed from the plane. Told they were overbooked and the seat was sold. Third plane she finally got on, 6 hours of waiting. Return flight we arrived 2 hours early. Got boarding and gate passes, waited in long line at security. Arrived at gate 30 minutes in advance. She was treated like a "standby", no seat assignment, even though I had email verification of seat. Gate person told me unless I paid the extra that the email meant nothing. She got on the plane thank God. Called corporate to get an explaination. I was told that the rules changed in Jan and what it comes down to is that buying a ticket is nothing, getting a seat is the problem. Unless you pay for the seat, extra money, you are treated like standby. I was asked if I was late to the gate, nope. I was asked if I checked in "electronically" 24 hours in advance? I said no, email states 90 minutes to 24 hours in advance. Was told 24hours would be better. Pretty much got the to bad, so sad story. This is not safe for those sending children alone. My niece and three other girls underage were not put on their flights and sitting in the airport in tears not knowing what to do or why they weren't on their flight. They were at the gate in more than ample time. The workers were rude and uncaring, couldn't be bothered attitude, call customer service was their standard response.
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ID
#191254 Review #191254 is a subjective opinion of poster.
Location
Warner Robins, Georgia

Air Tran Airways

I will never fly Air Tran Airways again. They are an absolute disaster with no idea about customer service. They lost my bags and ruined my vacation. I spent half my holiday waiting for them to deliver the lost bag. They had no clue when it would arrive and kept on promising it would arrive tomorrow and then it didn't come. When it finally arrived I just wanted to go home as I was totally fed up, however they wouldn't change my ticket. When I tried to claim for the clothes that I'd bought whilst I was waiting for my bag to arrive it was a long and difficult process, the check didn't arrive for ages and then when it did arrive it was only valid for a short period of time. It's just not worth the hassel.
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1 comment
Anonymous
#232351

AIR TRAN AIRWAYS RIFF OFF THEY CHARGED ME $138 FOR 2 BAGS.

ID
#188699 Review #188699 is a subjective opinion of poster.
Location
Chicago, Illinois

Skycap abandon my disabled daughter

I spoke with a skycap about my daughter who is disabled and left him a tip. I left my daughter with him thinking he would take care of her. He wheeled her inside and forgot about her. She missed her plane and was quite upset as am I. The airline did not take care of her properly on her return flight either. She was not in a wheelchair like she was supposed to be, not escorted and was handling her own luggage. She said they yelled at her over the speaker on the plane before the lights went off as she wanted to make sure she could get her bag out of overhead so she didn't drop it on anyone. She could of been lost, killed or dropped that luggage on someone. I went there personally and tipped these people for a service for the care of her.
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3 comments
Anonymous
#876236

How about you take care of your own child. BTW how much was this "tip" you keep referring to? It must be a lot of money, because you act like you paid for a babysitting service.

Anonymous
#837738

skycaps don't work for an airline. they work for the airport.

so what is your point?

maybe you should have a caretaker fly with your daughter next time.

Anonymous
#226694

Skycaps are airport employees and not affiliated with a particular airline

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ID
#183325 Review #183325 is a subjective opinion of poster.
Location
Atlanta, Georgia

Lost my flight reservation

I booked a flight 4/13/10 rcvd. confirmation email that day. When I got to Air Tran ticket counter 4/28/10 they had no record of me.I must say the Air Tran people were nothing but kind and sympathetic. I called PL the next day. They had no record of my name, phone #, email or credit card. After several phone calls back to PL (I have called every couple days since) a customer relations agent told me to print and fax a copy of my email conf. (the confirmation # I was given had someone else's name attached as it turns out.) PL has no intention of resolving this issue as evidenced by no record of any of my phone calls nor my fax. Today I was given a second fax # at which to send a copy of the email THEY SENT ME. Did I mention that one of their cust. svc. agents hung up on me? It is true I was expressing anger, but never got rude or loud and did not use foul language. When booking I was asked meal preference. Thinking this was a meal flight I did not eat before going to nor bring food w/to the airport. I was w/out food for 12 hrs.
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ID
#181325 Review #181325 is a subjective opinion of poster.
Location
Chicago, Illinois

AirTran rewards will expire before you can use them!

The selling point to flying Air Tran was that you can earn a 'free' flight every 8 flights. True, but the rewards flights are restricted to those only worth about $60 and always leaving in the wee hours. So, if you want to fly from Detroit to Toledo on a Monday morning at 4:00am, this program will work just fine, or you can drive the hour and save your nerves. No longer an Air Tran fan. The customer non-service 800 number are staff with folks, although clearly in the US, act like they are doing you a big favor by answering the phone and like a defense attorney when you ask them how your points can be used. Vague answers like 'dates that are not blacked out' are the only answers you can get. Not good answers like, 'you can travel on this day at this time.'
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1 comment
Anonymous
#217429

amen. I had the same issues.

ID
#177053 Review #177053 is a subjective opinion of poster.
Location
Truckee, California

AirTran

I am a frequent flyer. I had to experience AirTran in 2002 when I took a flight from New York (LaGuardia) to Kansas City, MO. I was really disappointed, but a few months later decided to "give it another try" and as I had to make an emergency trip to Minnesota, took AirTran again. It was a nice experience till last week when I realized that the first impression was so true, and I COMPLETELY lost my faith in the airline. I booked a flight on-line (www.airtran.com) from Minneapolis, MN to Washington , DC (DCA) with a layover in Atlanta, GA for 45 minutes for my husband. We had an international flight from Washington, DC the next morning. The flight was delayed from Minneapolis for 2 hours. The reason indicated on the screens at St.Paul Airport claimed there was technical issue with the aircraft. It arrived late at Minneapolis. When I called the Airtran hotline, I was on hold for an hour being promised "someone will be with you shortly", then I was disconnected ( I spent 1 hr and 3 min on the phone), I called back, waited for another 38 minutes - talked to a representative. This is the information I received from her: The flight was delayed due to weather conditions in Atlanta. Though when he arrived in Atlanta, the weather was good and all the flights were leaving on time. The original flight he was supposed to take Atlanta - Washington (National Airport) departed just 20 minutes before he landed in Atlanta. When I talked to the representative over the phone, she said that they could not delay that flight!!! While I was browsing the flight information on Airtran web-site, I found another flight Atlanta - Washington DC (Dulles Airport) that was being delayed as well, and it WAS still at the gate when my husband came up to the Customer Service Stand. The representative on the phone hot-line said that there were seats remaining on the flight to Dulles airport and theer was another one to Baltimore, MD. Or he could stay in Atlanta's airport overnight and leave for DCA the next morning. These were the 2 optons given to us ! Noone even mentioned the flight to Dulles airport! Only when I told the representative there was a delayed flight - right at the gate where the Customer Service stand (gate C15 in Atlanta's airport!!!) When he was talking to me, he seemed to be helpful. In fact (that is what my husband told me later) when he came up to gate C15, they refused to take him on board and issued the boarding pass for the next morning!! And that is after I've spent so much time ans effort to explain the situation to everybody, but noone would listen??? I Talked to that gentleman again, he finally walked my husband up to the flight to Baltimore ( btw, it is a 50 mile drive one-way from washington DC where I live to Baltimore, and it was in the middle of the night!), AND he asked for tips from my husband (this is extremely inappropriate!!! and is absolutely unacceptable!!) My questions are (and I really would like to hear the answers before I move forward) 1) why wasn't it possible to delay the flight Atlanta - Washington (DCA) for 20-25 minutes? you had the reservation and knew there was a connecting passenger, esp. if there were weather conditions? 2) the other delayed flight to Washington (IAD) . Why wasn't it possible to put the passenger on to that flight if there were seas available? 3) there was no reimbursement whatsoever!! If the passenger has to stay at the airport for more than 10 hours?? and it IS NOT his fault that there "were weather conditions". Do you have any official report from the weather services? It seemed like all the planes were departing on time from Atlanta but for these few flight that were delayed? Or is it the way of communication with customers - providing them with the INCORRECT information for the sake of the airline??? Even when the airline did a favor - and put him on the flight to BALTIMORE, how was he supposed to get from there to Washington DC at 2 AM?? 4) which is just so frustrating and annoying, highly inappropriate, impolite and unacceptable in Customer Service - why would you ask for a tip (non-verbally, just with a gesture, but still!) for tips!! You are being paid for your job, and should be providing customer service. What the management team has to say about this? Does it go with the "Our mission statement sets the standard to "Be the Best" in everything we do every day: Innovative people dedicated to delivering the best flying experience to smart travelers. Every day." ??????? Any of these? What the airline said?? As a gesture of good will, I have authorized a $50.00 travel discount that may be applied towards any future AirTran Airways flight reservation. In response to your e-mail, the reason you are unable to find flights between the cities you are traveling is because our flight service to San Diego is typically operated between spring and fall; the service discontinued at the end of October 2009 and will return on May 27, 2010. The decision to operate this route seasonally was made in consideration of many variables. Complimentary travel is non-transferable. It can only be used on AirTran and by the person indicated on the voucher! Not even if it is my husband, and despite the fact that the codeshare airline (frontier) has the flights to the destination I need to be at!!! What is $50 when I talk about almost $200 spent on a cab, sleepless night and if not then a missed international flight (over $1100 worth)?
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ID
#176733 Review #176733 is a subjective opinion of poster.
Location
Washington, District Of Columbia

Air Tran

I was recently involuntarily bumped from my Air Tran flight in Dallas. I was unable to check in on line. I arrived at the airport 1 hour and 20 minutes before flight time with no bags to check and was unable to use the check in terminal. At the desk I was told my flight was overbooked and I was denied boarding. I was told to come back in three days ( this was a Saturday, come back Tuesday for next available flight). No offer of any compensation, no offer of a hotel room or meals. I had payed for this flight two months ago. They sold my already bought and payed for ticket. I called customer service and they told me that overbooking all flights is their policy. The counter was full of traveling parents with kids, people trying to make a cruise, all denied boarding because of overbooking. Do not fly this airline if you really have a deadline to get someplace, you might not make it.
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ID
#174823 Review #174823 is a subjective opinion of poster.
Location
Palos Heights, Illinois

Air tran executive offices

Air Tran was very nice to set me up on a repayment plan for 6 months because I had just had two shoulder surgeries. After the 6 months I needed two more knee surgeries so I was still not working I had found the executive office number through one of the people who wrote a response on this site. I could not find the number again I tried everything to get ahold of them emails, letters, doctors notes no one would respond to me from the executive office like before Finally one of the uselss customer service people told me there was nothing they could do I could call back in 30 days and try again after I made a payment I could not afford I had to borrow money to pay them. I am still out recovering probably for another 6 months and I still have had no one call me with any help. Yes I am pissed off. Pam from duluth MN sir tran credit card company
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ID
#164223 Review #164223 is a subjective opinion of poster.
Location
Denver, Colorado

Air tran first class worst in aviation history

The first class of Air Tran Airways is a cruel joke. They allow all passengers to use the first class bathroom so you are sitting in a seat next to a line of passengers, crying babies, and smelly overused bathroom throughout the flight. The flight attendants are rude and un accomodating, and could care less about any of your needs. I would have rather flown in coach at any price then to be subjected to this even at their reduced rate. They have a total disregard for customer service and would not fly with them again if they offered a free ticket!!!
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ID
#160492 Review #160492 is a subjective opinion of poster.
Location
New York, New York

AirTran Put Me Off The Plane On My Layover

My sister was denied the last leg of her trip, after arriving at her layover in Atlanta on a trip from Indianapolis to Dallas. Air Tran had said that they did not receive payment. However, Air Tran DID receive payment. Apparently, the address on the credit card was not changed to the most recent address. I do know that if that was the only problem, either the airport should have denied the ticket in the first place, or allowed her to go on based on the fact that Air Tran had already issued the ticket to her, she had already begun the trip, and the fact that it's wrong to put her off her flight with no accommodations, or even a chance to defend her case or investigate the situation. She was already on her way! She was unable to find a place to stay last night and slept at the airport, after trying to clear things up with Air Tran. Air Tran suggested that she call Customer Relations first thing in the morning, meanwhile, she stayed overnight in an airport, with very little money, a dead phone, and dealing with Air Tran personnel instead of finishing of her trip to Texas and sleeping in her own bed. Not to mention friends and family worrying about her. This morning at 8am, I called Air Trans Customer Relations. She will be offered $100 voucher! It sounds to me that Air Tran is not willing to do what is necessary to retain a customer, but rather to (very poorly) assess the inconvenience and appease their client with $100!? As for Air Tran - today, this company has lost much more than $100 for the voucher. All of Susan's friends and family are watching how Air Tran handled this situation. How do you think they will react? When they have a choice between Air Tran and so many other airlines, why would they choose Air Tran? We won't be thinking- whats the chances this will happen to me? Rather - If something does go wrong, it's clear that Air Tran will not be willing to make it right. The $100 voucher is being taken as a slap in the face to all of her friends and family.
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1 comment
Anonymous
#78186

seriously a very despicable way to treat customers. AirTran should apologize and take full financial reponsibility for this

ID
#159029 Review #159029 is a subjective opinion of poster.
Location
Indianapolis, Indiana

Trn air is not a good air line they sent me to the wrong gate and i missed my plane

i missed my plane after having a 4 hour lay over in michigan atlanta sent me to the wrong gate and i missed my plane let alone i was told that it was the right gate and i checked every hour on the hour and when i asked at 133 am i was told quite rudley that my plane left 15 min ago at a nother gate so i had to satay the mnight and i couldnt find anyone that worked there to get a blanket so now i have a cold becouse it was frezzing in there i will nerver fly tran air again
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ID
#157818 Review #157818 is a subjective opinion of poster.
Location
Reston, Virginia
Loss
$350

Lost Bag was on the plane

I am very disappointed in this airline company and the way it has handled our lost luggage today on a flight from Dallas to NY. When my husband boarded his flight today a flight attendant hurriedly instructed him to check his bag, saying there was no more room in the overheads, but failed to give him a number. The bag was taken and my husband expected that it would be checked as he was told, but it was not at the baggage claim area. His co worker also had his baggage taken from him in a similar fashion as he entered the plane with no baggage check number given, but he did get his baggage at the baggage claim center. Upon speaking with Kadesh in customer service, we were told that the bag was found on the plane in an overhead bin near my husband. How can that be if there was supposedly no room in the overheads when he boarded? This is very convenient for Airtran to say - if it looks like it wasn't the airline's error and if we want the bag back, we have to pay some kind of fee to have it delivered. Kadesh in customer service even inferred that I was lying when I talked with him on the phone - that is a totally unacceptable way to speak to a customer. But I can tell he doesn't care, nor does this company care about its customers.
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2 comments
Anonymous
#71452

:? :zzz :grin :) :upset

jayhidai
#68410

The above situation has been resolved. My husband's bag was delivered, free of charge, by a representative from Airtran Airlines this morning.

I would strike my review above, but there is no option to do this, so for the record, Airtran Airlines did resolve this matter and it appears that the company does care for their customers after all. I am now very impressed with their excellent customer service!

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ID
#155745 Review #155745 is a subjective opinion of poster.
Location
Dallas, Texas

Air Tran Sucks Big

After arriving for a flight at 4:00pm 8/13/09 on Airtran which was suppose to leave at 5:55 to find the flight is now delayed we finally boarded. We sat on the runway for 2 hours not leaving until after 7 (which we were suppose to arrive in Atl. at 7:30). (I even asked could I get off the plane after the first hour and they said 'NO'). My connecting flight was to leave at 10:10 to Los Angeles.. we did not arrive until 10:15 (connecting flight gone) and they said they could not put me on another flight until 11:55 the following day. They offered no comps, no hotel, no food NOTHING. I asked could they just send me back to Philly where I originated since they had 1 more flight out that night and they said if they took me back that I woul have to pay my own way to LA .. they would not even comp that. After begging they finally gave me a discount voucher for a hotel, still costing ME 60.00. They said that they do not comp if the delay is due to an 'ACT OF GOD'. IT WAS NOT RAINING... NOTHING. WALK YOU'LL GET THERE FASTER
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3 comments
Anonymous
#71908

I demanded nothing. When I saw that I may have to spend the night in the airport and they had 1 more flight going out and that was to PhillY, yes of course I asked could I be put on that.

THERE WAS NO 'ACT OF GOD'.

THERE WAS NO RAIN, SLEET, SNOW, HAIL.. .NOTHING.

Anonymous
#71906

The original delay was because our plane was ot filled so they were waiting to try to fill the plane. (At least that is what they told us)

But, of course our connecting planes did not wait for us. My connecting flight was leaving as were were pulling in.

Anonymous
#69695

Sorry you had so many problems with Air Tran. However, you never mentioned WHY your outbound flight to Atlanta was delayed. If the delay was because of a mechanical problem on the plane, then Air Tran is responsible. However, if the delay was because of weather, or Air Traffic Control (which is out of the hands of Air Tran), then the airline is not responsible for a missed connection. Interestingly, you stated that "we sat on the runway for two hours," which indicates to me that the delay was not mechanical or the fault of Air Tran.

Air Tran is a low cost airline. One of the way they keep costs low is by not interlining with other airlines. In other words, Air Tran has no agreements with other carriers to offer transportation for their customers should a delay such as yours occur. American, Delta, Continental, United, for example, will accept each other's tickets. Because of the added cost to provide such service, these airlines are not low cost carriers. In essence, you get what you pay for.

As for as Air Tran is concerned, they did follow the policy in accordance with the contract of carriage which you agree to when purchasing a ticket. Because the delay was not the fault of Air Tran, you are not entitled to hotels, meals, car rentals, theater tickets or any other demand that you make. It was very nice of Air Tran, however, to offer you a discount voucher which is supposed to be used for customers that are inconvenienced resulting from Air Tran directly.

Accordingly, you demand to be "comped" back to Philly, as well as your demand to be flown to Los Angeles, is truly ridiculous. Acts of God are sometimes not apparent where one is located, for bad weather can affect an aircraft in a city in which you are not located. Therefore, Air Tran owes you nothing, but I think you owe Air Tran an apology.

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ID
#155120 Review #155120 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania

AirTran gave out my account information without permission

I let my admin make travel bookings for me once or twice. When she no longer had the need to do that, I changed the password on my AirTran A+ account. She had the VIP travel services staff change the contact email on the account so she could reset the password, then changed it back. I changed the email address AND password on the account to prevent more problems and the same AirTran advisor turned around and emailed her the new ID. The woman actually apologized to the admin because the password reset would have to go through the proper email contact this time. I asked the AirTran rep not to give out my account information and not to share that I had made this request, since I am taking personal trips about which I don't want my company informed. The AirTran rep copied the admin in her halfhearted apology email, effectively notifying the company of exactly what they had no need to know. Response from AT management has been either (a) it couldn't have happened (I proved that it did); or (b) it is their policy to give account information to anyone whose name appears on the account (which it only did due to their sloppiness). No apologies, just a belligerent, dismissive tone. They have refused to transfer my credits to a new account number and keep making statements like "we've documented this." When I say that I, too, have documentation in the form of emails from their rep, they don't want to know. Reluctantly they put a code word on the account without which no information will be given out. Gee, I thought that was called a PASSWORD! I don't know if I am more annoyed at the potential identity theft (in the airline industry, in the post-9/11 age) or the failure simply to acknowledge the issue, apologize, and make corrections.
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ID
#151047 Review #151047 is a subjective opinion of poster.
Location
Austell, Georgia

Airtran Airways new improved truth equals defrauding customers

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: http://www.airtran.com/policies/carry-on_checked.aspx (http://www.airtran.com/policies/carry-on_checked.aspx). 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.
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ID
#149841 Review #149841 is a subjective opinion of poster.
Location
Columbus, Ohio