After years of almost hassle free air travel throughout the United States, we are utterly appalled and disgusted at the way we (and several fellow passengers) were treated as NEW and paying customers of AirTran Airlines. The fiasco that was Flight 884 from Nassau, Bahamas to Orlando, FL on January, 3 2010, was a shocking and disappointing experience. It has forced us to file an Official Complaint in regards to the blatant lack of customer service expressed by the employees of AirTran Airlines.
On November 4, 2009, my brother David and I booked a round trip flight to Nassau, Bahamas to be a part of our best friend’s wedding. After months of shopping around, we decided to choose AirTran as our carrier. Traveling often, especially during times of heightened security, we normally stick to the airlines that we TRUST and feel most SECURE with, but we went against our intuition and chose AirTran. It was a grave mistake. We had a decent flight to Nassau on January, 1, 2010, however the returning flight was a complete nightmare.
Upon arriving at the airport we immediately noticed a line of passengers outside leading into the terminal. We entered the terminal though another door and realized that it seemed to be an issue with our flight (884) to Orlando. There were four AirTran employees talking to a group of passengers at the kiosk. We waited thirty minutes and noticed that the line hadn’t moved any. We then began to ask other passengers in line if they knew anything about the delay. No one had any information although some had been waiting for over an hour. After forty-five minutes, passengers began to get a little uneasy because no AirTran employee had yet made an announcement as to what the issue was or provide any updated information. We were basically stuck in the terminal, luggage beside, with NO progress and NO information. After another forty-five minutes an employee finally tells us that the plane has a maintenance issue and that we will not be making the flight that evening. She continued to announce that they were working on accommodations for the night, and went back behind the kiosk as we all tried to ask other very important questions. Of course, frustration ensued.
At this point, we now have limited information, dealing with major changes that directly affect our future schedules, and NOT ONE AirTran employee has even attempted to facilitate our questions and concerns -OR- show any level of empathy or compassion. Only the people at the Kiosk were getting questions answered and they had been there for over two hours. The rest of the passengers in line were completely ignored. No one came over to say calm down, everything’s under control, we apologize. Nothing. It was obvious that they were very confused, unprepared, and wanted to avoid the tough questions. Several of us then asked to speak to the manager. An employee told us that the manager was in her office and could not come to speak with us at that time. Initially, we had no problem with that. We waited almost another HOUR before they finally began moving the line. By now, the other airlines have begun to close and we are the only group left in the airport.
Extremely frustrated and still waiting, we noticed that NO OTHER employee has uttered an apology other than the young lady that made the initial announcement. [STILL NO SIGN OF THE MANAGER]. A group of passengers ahead of us went to the manager’s office in hopes of speaking with her. SHAMEFULLY, she did not come to the door after they knocked several times. We never received an apology from her. She never came out of her office. That is completely unacceptable!
After awhile, we finally made it to the kiosk to learn that there may not be a flight available until that WEDNESDAY. It was Sunday. While processing the fact that we are stuck for three days, two employees grab their belongings and leave while several people are still waiting to be helped! It’s now only two employees working! After receiving the hotel vouchers, we became aware that there had been a shuttle available to take passengers to the hotel. By the time we made it to the kiosk the shuttle was full and had already departed for the hotel. We asked an employee how would the remaining passengers ( about 15 of us) get to the hotel. She explained that she doesn’t think that there will be a second shuttle. We were forced take a TAXI to the hotel for $20 (which we were responsible for). Absolutely disgusting!
The next day AirTran managed to find a flight to Orlando departing at 7pm. We met in the hotel lobby and took the shuttle back to the airport. Upon arriving at the kiosk, we were told that we would not be making our connecting flight to Dallas, and that we would be spending another night in Orlando. We were so angry and frustrated that we were almost numb to the continuing problems. We receive our tickets and headed through security towards our gate. Around 6:30pm they announce that the scheduled 7:00pm flight is delayed and the expected departure time is now 8:30pm (even more problems). Noticing that the restaurants were beginning to close, we asked an AirTran employee if the food vouchers (that AirTran provided) were redeemable here in the airport. She explained that they are only redeemable in the American airports and that we would have to pay cash there. We literally almost LOST IT! By the grace of God, a passenger over heard the conversation and pulled us to the side and told us that Duncan Donuts was accepting the vouchers. After eating, we asked the employee why did she lie to us. She said that she was unaware that we were able redeem them there. It was again obvious that absolutely NO ONE knew what was going on. That led to yet another very long, angry, and frustrating night with AirTran. We made our connecting flight the next morning and ran away as fast as we could once we landed in Dallas.
As young entrepreneurs, we both are fully aware of the importance of customer service. We are also aware that problems happen; some completely unpreventable and more severe than others. However, we VALUE our customers and hold each other accountable when problems arise. Unlike AirTran, we understand that it’s not so much about the problem itself, but more about how you REACT and MANAGE that problem. Effective management and customer service attempts were both COMPLETE FAILURES on the part of AirTran Airlines. We feel completely disrespected and worthless as customers. AirTran has made it clear that they do not care that we CHOSE to purchase their service. We will never do so again. This was the ABSOLUTE WORST service that we have ever experienced from any company and are both saddened at the thought that unknowing people are aimlessly booking flights at this moment. We have teamed up with fellow passengers in attempts to make our disastrous experience more known the public. No one should ever choose to pay a company and then be treated horribly by its employees. We truly LOST out on the opportunity to have been a part of an airline that puts forth an effort to treat their customers with respect and dignity.

I arrived for a flight from Bwi to Burlington Vt on Monday Nov.3.We arrived at 2:00 for a 2:48 flight that was on my printed itinery we went from the check in counter to security to gate when we arrived at the gate it was about 2:35 or 2:40 the plane was gone!no agent or anything to even tell us we missed the flight.We actually waited for over a half an hour before we realized there was no flight.
Apon check in we were not told there was a possibility we would possibly miss our flight.I lodged a COMPLAINT WHEN WE FINALLY LANDED A DAY LATE at Burlington and the staff could not believe that this had happened, Gave me the customer complaint number which I just called and spoke to agent Chris number464 was the most rudest person I have ever dealt with!Yesterday our flight was at 2:43 and they were in the air at 2:38.I have never heard of an airline that leaves so early usually they at least stay at the gate till the time listed.NOT AIRTRAN BEWARE!!!THEN it your fault and they do nothing At all for your inconvience.