My whole story is told in the following series of emails.
Needs to be read from the bottom up - thank you, Duane Skinner
So people that don't have access to a computer will be penilized and NOT offered any explination or offered any help at the airport??? What a way to treat customers!!! VERY poor business policy! Very easy to obtain more revenue for the company at the customer's expense!
This issue is by no means CLOSED!
Duane Skinner
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From: info@mail. airtran.com
To: duane_skinner@hotmail.com
Subject: Re: >
Date: Wed, 28 Jan 2009 11:36:18 -0500
Dear Ms. Skinner,
Thank you for your response. I do understand the nature of your email, and your dissatisfaction. I also understand that you booked your reservation via a reservations agent. However, our policies are listed on our web site, and it is the passengers responsibility to check what the policy and procedures are to be in compliance with our requirements.
As it does state on our web site and as I have stated previously, the fees are in fact not refundable. I do apologize for your dissatisfaction, but your understanding with this matter is greatly appreciated. If the bags were assessed the over size charge, then no mistake was made. Our agents are trained to measure and weigh the bags in accordance with our policies and procedures. I understand if you feel there was a mistake made, however, according to our records the charges are valid and applicable.
We regret we have been unable to amicably resolve this issue, as the good will of our customers is very important to us. However, your concerns have been properly addressed and reimbursement is not warranted. While it is certainly your prerogative to pursue other avenues for an outcome more to your satisfaction, AirTran Airways now considers this matter closed.
Sincerely,
Melanie Lockette
Customer Relations Department
AirTran Airways
--- Original Message ---
From: duane skinner
Received: 1/26/2009 7:29:34 AM Eastern Standard Time (GMT - 5:00 )
To:
Subject: RE:
It is obvious that you did not read and understand my email. I booked this over the phone and DID NOT VISIT THE WEBSITE. WE WERE NOT TOLD ABOUT THE SIZE RESTRICTIONS AT THE TIME AND WERE REFUSED THE OPPORTUNITY TO TALK TO ANYONE IN AUTHORITY AT THE TIME! I have used these same bags in the past numerous times on your airline with no problem and the identical bag used in the identical fashion was fine on the return trip. The inconsistancies are on your part NOT mine and you must address this problem and stop reiterating that the fees are non refundable - everything is refundable and mistakes must be made right! That is want makes a GOOD business!
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From: info@mail. airtran.com
To: duane_skinner@hotmail.com
Subject: Re: FW:
Date: Sat, 24 Jan 2009 16:14:27 -0500
Dear Ms. Skinner,
Thank you for your response. I do apologize you were not satisfied with my response, as customer satisfaction is important to us. However, your concerns have been addressed. The bag fees are non-refundable. As I have stated previously, we do list such information on our web site which is readily available to all passengers. Therefore, this allows them to be prepared upon arrival to the airport.
We are working at unifying all our agents at each airport to comply with the baggage policies and procedures. However, if there was an inconsistency, that does not warrant for a refund of a non-refundable bag fee. Your understanding is appreciated in this matter.
While it is certainly your prerogative to pursue other avenues for an outcome more to your satisfaction, AirTran Airways now considers this matter closed.
Sincerely,
Melanie Lockette
Customer Relations Department
AirTran Airways
--- Original Message ---
From: duane skinner
Received: 1/23/2009 7:38:33 AM Eastern Standard Time (GMT - 5:00 )
To:
Subject: FW:
I have NEVER received ANY follow up on this. That is just another point in favor of Airtran NOT caring about their customers. There was never ANY investigation into this only an "apology". This, as I said before is TOTALY unacceptable. You admitted to inconsistancies but put the burden of these back on us your customers - not on your agents that created them. My next step is to contact the A+ visa credit card people and advise them of your treatment of your customers and cancel my account there if there is no proper action on your part.
Duane Skinner
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From: duane_skinner@hotmail.com
To: info@mail. airtran.com
Subject: RE:
Date: Fri, 5 Dec 2008 20:30:55 +0000
I had to book these flights over the phone, I do not have a computer at home, I have checked these bags numerous times with NO problems what so ever. This was NOT handled correctly and it is obivious that Air Tran does NOT value their loyal customers. This is a totally unacceptable answer - it has not been evaluted properly and we have been treated totally improperly and just "blown off". I will continue to pursue this unjust treatment!
Duane Skinner
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From: info@mail. airtran.com
To: duane_skinner@hotmail.com
Subject: Re:
Date: Fri, 5 Dec 2008 15:23:22 -0500
Dear Mr. Skinner,
Thank you for contacting AirTran Airways. I am sorry you were not satisfied with my response, as customer satisfaction is important to us. I apologize if you felt that the ticket agent should have advised you of the policy regarding checked luggage. However, we do list such information on our web site which is readily available to all passengers. Therefore, this allows them to be prepared upon arrival to the airport.
Again, I do apologize for the inconsistency you encountered, with being charged on one flight and not on the other. However, the baggage fees are non refundable. I understand you are requesting a refund, but this will not be granted. I apologize for any inconvenience this may have caused.
Thank you and have a great day!
Sincerely,
Melanie Lockette
Customer Relations Department
AirTran Airways
--- Original Message ---
From: duane skinner
Received: 12/5/2008 9:59:17 AM Eastern Standard Time (GMT - 5:00 )
To:
Subject: RE:
The "expansion" feature was CLOSED on BOTH legs and nothing was changed as far as content. How can it be bad one time and good the other. Also how can identical matching bags be inconsistent between airports. This MUST be resolved. This response is TOATLLY unacceptable. PLUS the agent at the BWI counter REFUSED to explain the policy or allow us to talk with any one else. We were not treated as " valued customers".
Duane Skinner
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From: info@mail. airtran.com
To: duane_skinner@hotmail.com
Subject: Re:
Date: Fri, 5 Dec 2008 09:38:42 -0500
Dear Mr. Skinner,
We regret to learn of your disappointment with AirTran Airways, however, we thank you for allowing us the opportunity to address your concerns.
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.
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.
I apologize for any inconsistency you encountered during your travel. However, it is not uncommon for passengers to utilize the expansion options on luggage, causing the bag to measure larger on one segment than the other. Nevertheless, these comments have been forwarded for review and correction if needed.
While I sincerely regret any inconvenience this matter caused you, please understand that the baggage fee was applicable on the return. Therefore, I must respectfully decline your request for reimbursement. I apologize for any disappointment this response may cause you.
Your continued support is important to us. We hope to have an opportunity in the future to serve you again and regain your confidence in our airline.
Sincerely,
Melanie Lockette
Customer Relations Department
AirTran Airways
--- Original Message ---
From:
Received: 12/2/2008 8:10:09 AM Eastern Standard Time (GMT - 5:00 )
To:
Subject:
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COMMENTS First of all I would like to say that I have been a VERY faithfull A+ member for several years and am at the elite level. I have NEVER had a problem with baggage in the past. My wife and I flew to San Juan on 11/16/08 from BWI we have matching luggage and each checked 1 bag. My was fine - my wife was told her's was too large - again BOTH ARE IDENTICLE! the agent at BWI refused to explain this to us, told us there was NO manager on site and WOULD NOT check the bag until I paid $39.00 which I did. When we arrived in Orlando my wife talked to customer relations and was told that there IS ALWAYS an manager on site at each airport and that the attendant at BWI was wrong and did not address the problem correctly. My wife was also told that notyhing could be done until after we got home. My wife was VERY upset as was I and VERY dis! sapointed in the way this was handled. When we left San Juan to return to BWI 0n 11/28/08 there was NO PROBLEM with her SAME bag and we were told that it was fine and were not charged!! We need to have this situation rectified now! The $39.00 charge is on my Airtran A+ Visa card and it MUST be removed! Your immediate response to correct this problem will be much appreciated and expected. Thanking you in advance for your help, Duane Skinner A+ number 211 652 0920
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