I purchased a ticket for someone; the individual cannot use the ticket so I cancelled the ticket. THEN I found out that I cannot receive the credit for the ticket which I purchased, that the individual whose name is on the ticket receives the credit.
AirTran Airways has stolen 170.00 from me!
Margaret of Victor Harbor, OTHER August 15, 2008
Received e-mail from this company saying that I had booked an airline ticket and an amount would be charged to my credit card. I had not booked a ticket with this company.
April of Fairburn, GA August 6, 2008
I received an email from Airtran for Friendship day. The email was a 25 coupon off on a flight. There was a link for me to use the coupon and also a link to share the love and forward the coupon to a friend who could also save. I sent the coupon to friends as I knew several people who would be making flight arrangements in the very near future. When I attempted to use the coupon for my own flight, I was informed that the coupon had already been used.
The coupon said that the friend can also save but no where did it say that the coupon could only be used once. Then I was on hold for customer service for over an hour before a rep informed me of what actually happened. It seems that Airtran knew that it was deceiving because the rep said so herself (Sharon). She mentioned that she did the same thing! There was no attempt to rectify the situation or to offer something in return. This is my buyer beware moment. I'll have to keep a close watch on Airtran from here on out.
Needless to say, our conversation, which lasted about 10 minutes, ended without my credit for the coupon. There was nothing in the email that said the coupon could only be used once. I thought that my coupon would be available for my use and that anyone that I forwarded it to would get their own coupon. The friendship day from Airtran is very deceiving.
I think it is really unfair that I wasted 90 minutes (all total), and still didn't get to use the 25 credit. It may not seem like much, but it sure does seem like an insult to customers that [they] are relying on to help promote and bring in business.
Vic of Corpus Christi, TX August 2, 2008
ticket agent would not check my bag even thought the other agent working told her he was on the phone with the baggage people + they were still taking bags + boarding passengers - was told I would still make my connection
missed flight + connectio had to wait 4 hrs - had problem gettin picked up at my destination
Rob of Dillsburg, PA July 18, 2008
My family has traveled on Air Tran round-trip from Washington/Dulles (IAD) to Orlando (MCO) once each year for the past three years and has had very positive experiences. When we booked our first flight with Air Tran in 2006, we were somewhat reluctant because of the travel to Dulles from Harrisburg , PA and the fact that Airtran was not a readily recognized airline name. We selected the flight because it was a direct flight and the fares were considerably lower than they would have been leaving from Harrisburg. We had such a positive experience that we selected Airtran for travel in 2007 and again in 2008.
My husband has also started booking Airtran flights for business travel when possible. We have also recommended Air Tran to several friends and family members because of our good experiences. That being said, we were extremely disappointed by an event that occurred on our return trip from Orlando to Dulles on Friday, June 20, 2008.
When we arrived at the check-in counter to check our luggage, we were told that we would be charged 58 for our one suitcase because it was over weight and oversized. We quickly corrected the weight issue by shifting some of the contents to another bag. The claim that the bag was oversized was not something we could correct. As I mentioned we have flown on your airline for the past 3 years and for the 5 flights we had taken up until June 20, the most recent having been June 12, 2008, the size of this exact bag was never a question.
The Airtran agent at the check-in counter measured the bag and told us that it exceeded the maximum of 60 linear inches. When we stated that this was not a problem over the last two years and was not a problem one week prior, she offered to have another agent measure the bag. They measured the bag three times and came up with three different measurements - 63 inches, 61 inches and 64 inches. We explained that the bag was not full and that part of the problem was that they were measuring the pockets on the front. My husband stood on the bag and showed them that if it were not for the pockets, which were in fact empty, the bag would be concave. At this point the two ticket agents acted in an unprofessional manner. I will address that problem in a following paragraph.
So as not to hold up the line any longer, we paid the 29 as it appeared that our choices were to pay the fee or leave our suitcase behind. After returning home and consulting your website, I noticed that the allowable linear inches is actually 61. This was one of the measurements that the ticket agents read. I measured the frame of this bag at home and the frame measures 60.5 inches. As I mentioned, the bag was concave if not for the empty pockets on the front. I understand that there must be rules, but I also feel that there needs to be some degree of consideration of reasonableness. The bag met the weight limit and if not for empty pockets on the front of the bag, it would have met the linear inches as well.
In addition to this, our party consisted of five members which entitled us to check five full size suitcases. Our checked baggage consisted of the suitcase in question, two full size suitcases that were well within the 61 inch requirement, another suitcase that was small enough that it could have been carried on board with us and a car seat. Had we been checking five large bags, I could understand! the strict adherence to this policy, however, in that two of our checked items were not even close to the size limits, I feel that the excessive scrutiny was unwarranted.
I am respectfully requesting that this 29 fee be returned to us. Regarding the ticket agents, I feel that they behaved in a less than professional manner while addressing this problem. When we tried to explain that the bag was never questioned, even as recently as one week prior, they would not listen to the fact that the bag was only exceeding the measurement because of empty pockets. They became loud and asked us to move to the side more than once. As if it is not embarrassing enough to have a bag questioned, to have them raise their voices and call more attention to the problem was humiliating.
Our two children were extremely upset by this event. I expressed my displeasure with their behavior and asked for their names as my intention was to contact customer service. The one gave her first name but would not provide us with her last name or employee number. Her name tag turned over before we left the counter so that I could see her name was Mabel M. The other agent gave her first name as Carla. When I asked if that was spelled with a C or a K, her response was it doesn't matter, it's all the same. She also refused to give her last name and her name tag was not visible. This event took place on Friday, June 20 at the Orlando International Airport at the Airtran counter at approximately 8:45AM, so hopefully that will help you to identify the individuals involved.
29.00 Charge
Aimee of Oakland, CA July 17, 2008
When we arrived at the Airtran Airways podium fourty-one (41) minutes before the departure of our flight we were informed they would not take our luggage we needed to be checked. They did not tell us why, we had never even heard of this policy before in any airline, and as the price of a ticket includes the checking of one bag, I naturally asked to speak to a manager. I was told this was not possible. I told them it was not possible that they would not take our bags, as it was part of the contract between ourselves and the airline, instated when I purchased a ticket from them.
After ten (10) minutes of asking to speak to a manager, Danielle Thomas, Station Manager, came out to the podium and said- and I quote, I will give you a refund because I would rather give you a refund than deal with [expletive] like you. I could go on, the ordeal lasted about four (4) hours (during which time the manager who verbally abused us made a point of smiling smugly at us every time she came to the podium, giving us the distinct impression nothing is going to happen to her), but I think it is sufficient to say that my relationship with Airtran Airways was forever concluded with my refund.
Because of this, my plans to see my brand new baby nephew will be considerably postponed, as I do not know when I will be able to take time off of work again. They made no real apologies, made no attempt to even explain their policy, no attempt to make us aware of the policy before we arrived, no attempt to help us out or offer feasible solutions, no attempt to make restitution for their verbal abuse, no attempt to treat either of us like human beings- let alone paying customers. Instead, they made it very apparent that they thought we were worth no more than dirt.
They also changed their mind and refused to give our refund at the podium. Instead, we were to call their customer service line. I called the customer service line, and hung up after approximately thirty-five (35) minutes of waiting on hold. I then called their reservation line and after ten (10) minutes of waiting on hold the employee was able to give both my mother and myself a refund. No business has EVER made me feel so helpless and degraded.
35 in transportation fees to and from the airport 702.20, the sum equivalent to five days of paid time off that I will not be able to get back, therefore I will not be able to see my brand new baby nephew for a extended period of time.
Emily of Miami, FL June 19, 2008
On a recent flight from Baltimore to Seattle I encountered a horrendous flight attendant. My cousin and I were comfortably in our seats with our luggage already stowed in the upper compartments. A large group of teens (8 to be exact) were traveling with their parents --who happened to be sitting nice and far away in first class. Most of the kids had taken their seats when three of them started complaining they're in our seats without confronting anyone in particular. Hearing this, and knowing that several of them had just taken seats in the two rows behind us, my cousin and I looked down at our tickets. The woman sitting next to us did the same. We each verified that we were in the correct seats. After a few minutes the commotion and complaints continued from the group behind us. A flight attendant appeared with some sort of passenger print-out and asked to see the teens' tickets. She quickly looked over the list and said ok, so you're sitting there... and you're sitting there pointing to my seat and my cousin's seat.
My cousin and I showed the woman our tickets, which showed the exact same seats. DOUBLE BOOKED! At this point we were all standing in the aisle, waiting to see who would get the seats and where else there would be available seats. My cousin kindly patted the flight attendant's shoulder and said don't worry, its not a problem we can move. The flight attendant rudely exlaimed Just sit somewhere! Seeing an empty seat nearby I asked can you tell me if this one is available? And instead of looking at her list she rudely told me to sit and change seats later. My cousin had to walk several rows up (about 10 rows away from me) to find a seat. Meanwhile, the woman and her dog who was sitting with us in the first seats had to be moved toward the back of the plane. After everyone was finally seated, and before we began taxiing I noticed an empty seat two rows behind me. Since the flight was 6 hours, and I had my cousin's ipod and other items in my possession, I asked the flight attendant if my cousin could move back to be closer to me. She rolled her eyes at me, and told me that no one could be out of their seats and that she (my cousin) would have to move later.
Not two minutes later, the woman gave that empty seat to another passenger who complained about sitting next to the woman with the dog. The flight attendant could have easily moved my cousin back to the empty seat, and put the complaining man in my cousin's seat. There was no kindness or effort of any kind of the flight attendant's part. Even the teens who took my seat exclaimed oh my god she doesn't listen! and my new neighbor on the plane (even though I didn't start the conversation because of my frustration,) said I can't believe she made you move! You were already sitting down. Here's the best part: We then sat on the runway for 2 hours during a thunderstorm!
What a horrible way to start my vacation! This was the 2nd leg of my trip and after already traveling 5 hours I just wanted to be comfortable and relaxed.
Jose of Alpharetta, GA May 19, 2008
I booked an Airtran flight online and was transferred to a web page that asked how many bags I wished to check. It stated that up to two bags could be checked free so I checked two bags.
When I got to the terminal, the ticket agent wanted to charge me 20 for one bag because it was now their policy. I complained about the charge and an argument ensued. I asked to speak with a manager and was told that there were none available. I insisted and the two ticket agents left and returned with a guy named Vern. While actively arguing my point with Vern - which was that at the time I booked the flight they did not charge me for the bag and my flight was confirmed and paid for and that their policy took effect after I booked my flight so it did not apply to me - I mentioned the word damn. At that point I was threatened with being thrown off the flight and they also called the cops.
I had to check the second bag because I had toiletries that would have been thrown away that were worth more than the 20 being charged. I filed a complaint via their customer service department and was basically told that they would handle it, however, I would not be made aware of the outcome - it would remain internal. They also refunded me 10. My concern is this - I had a right to complain because I was getting ripped off ( which was my point - the amount of 20 was not the issue) and I think the threats and calling the cops were too much and that they went far overboard in doing so.
Jaime of Atlanta, GA May 13, 2008
I am writing to express my frustration I encountered with Airtran Airways Inc. on April 25, 2008 leaving from Atlanta to Puerto Rico. The departure time reflected on the ticket was 11:15am. My friend and I checked in at the kiosk and went through security. We arrived at our terminal 1 hour early. When we arrived at our gate at 11:05am the door at the terminal in the airport to the plane was closed, however, the plane was still there. Please understand that we arrived exactly 10 minutes prior to 11:15am. I asked an Airtran agent at another counter if he could help me as the plane had not even left nor had it moved from the gate. Nobody did anything! Why did Airtran not call our names if they knew we checked in also the flight left early.
Because of this, we missed our flight to Puerto Rico and had to fly American Airlines and buy a one- way ticket in the amount of 233.00 to PR. One thing that really CONCERNS ME is the baggage situation. At the Atlanta airport after our plane left us, an Airtran agent told us our baggage would be waiting for us at the San Juan airport upon are arrival. When we arrived in San Juan, no one was to be found in the airport that worked for Airtran. Needless to say, we did not receive our luggage until the day before we left. How is it possible that our luggage was on the plane but we were not. For security reasons and since 9/11, I would think that would be a perfect way for a terrorist to place an explosive on the plane. Airtran should have let us on the plane, or give us our luggage back. Is this not against regulations? I contacted wrote a letter to the CEO, Robert Fornaro. After days of not receiving a response, I finally called Customer Relations. The representative gave me 2 25 vouchers for the inconvenience for our luggage not being able to obtain our luggage until the day before we left. This is the standard practice for Airtran when it comes to misplacing consumers luggage.
Subsequently, after I spoke with customer relations, I received a response from Ms. Elizabeth Rector from Airtran Airways Administrative Affairs department. However, she was unwilling to do anything to compensate us for the inconvenience. I am asking that me and my friend be compensated for the inconvenience. I am requesting that we be refunded for the one way ticket we had to buy from American Airlines or be given a credit in the amount of 233.00. This is one of the worst experiences I have ever had in my life with an airline. My trip was completely ruined because 1) the gate closed early and 2) our luggage was lost for until the day before we left.
Tammy of Loganville, GA May 9, 2008
This is a GOOD REPORT! I wanted to report that a year and a half ago my mother flew from Minneapolis to Atlanta and AirTran was wonderful with helping her get around. I called and talked with a customer service rep after I booked her flight on line and arranged for them to meet her with a wheelchair after to take her to the gate and help her get on the flight.
They let her board the flight first and also mades sure that we got a seat with extra leg room. In Atlanta they were waiting for her with a wheelchair at the gate when my mom got off the airplane and took her through the whole airport and helped her get into our car. This was also the case when my mother went back to Minneapolis from Atlanta. My husband and I also got permission to go with her to the gate until she got on the flight as well as meet her at the gate when she came to Atlanta. We just had to get clearance at the check in counter.
AirTran Airways was very accomidating for my mother when she flew. My mom can not walk very far without a wheelchair and has trouble with her breathing. They were great!
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