AirTran’s Bad Customer Service
For BlogHer 2013, I flew AirTran Airways. I decided to fly business class, because it lets you skip waiting in line and a myriad of other things that are really stressful to me because I hate flying. As I have an AirTran membership, and I was flying business class, I didn’t expect the following to happen to me.
When I arrived in Tampa, I was dismayed to find out that AirTran had ‘lost’ my luggage. Aka, they didn’t even put it on my flight, even though I got to the airport 2 hours before my flight was due to take off. I made sure that my bag and Ray’s bag both weighed 33.5 lbs (under the 50 lb limit), and that our stuff was evenly distributed between both bags. I kept all critical stuff in my backpack, which comes on the airplane with me, EXCEPT the power brick for my laptop, which I put into my suitcase. Ray put his power brick into his suitcase. So we arrive in Tampa, get his bag, but don’t see mine. We wait until they close the baggage claim carousel, then head to the AirTran office to find out what happened to my bag. We had to go to the Southwest office because the AirTran office wasn’t open and they’re owned by the same company.
The woman in the baggage claim office said she couldn’t even tell me WHERE my bag was, or why it wasn’t on my fight, but that it should be on the next flight out of Chicago. Doesn’t that mean that it’s still in Chicago? She didn’t know, it may have been pulled off last minute to adjust for weight on the plane. Like I mentioned previously, I really expected that because I was an AirTran member & flying business class, that wouldn’t happen to my luggage. I was clearly wrong.
The woman asked me to give her my driver’s license and fill out some information for the baggage delivery service. She said the driver would call me. She said there was no point in waiting at the airport because the next flight wasn’t due in for 3 hours. I grumbled but said ok. She was supposed to finish entering my claim into the system, but the lady next to her said ‘I’ll finish it for you, I know you need to go.’ Here was my first clue that I should have waited until it was entered to leave, but they told me ‘go, go, you’ll have your bag tonight.’
They were wrong.
I got home and waited 2 hours, but received no phone call. So I called the number on the Lost / Delayed Baggage Receipt that they gave me. They said that my bag had arrived and would be delivered between 8pm and 2am. I said ok, I’ll be up all night and at home. They said they driver would call.
The driver never called.
I called back around 10 pm. I was told they had no delivery estimate on the driver and they had no number that I could use to reach the driver. 2 am came and went. No one called. No one showed up. At 4:30 am Dave called the company to figure out what was going on. They said they couldn’t release the company information on who was delivering the bag, but that it could now take up to 48 hours for me to receive my bag.
I went to bed in tears.
I woke up at 9 am and started calling all the numbers that I had for AirTran. I waited on hold for 25 minutes, was transferred 3 times, was disconnected 2 times, and still had no answer. Finally, while I was on the phone with AirTran’s membership line, a driver called.
This driver wanted to confirm my address and said he’d be here in a few hours. I asked why he didn’t call last night and deliver my bag between 8pm and 2am, as I was told he was going to do. He said the night driver called and left a voice mail but no one answered. Bullshit. No one called my phone. There was no voice mail. He apologized but said he’d be here as soon as he could.
I’m still waiting for him to show up. I’m still pissed off. I’m so disappointed with AirTran and their lack of concern for the customer, as well as their treatment of bags. I don’t know if I will ever fly them again. They’ve been extremely unhelpful and given me nothing but bad customer service.
Has this ever happened to you? This is the first time I’ve ever had my baggage lost.
Update
They just delivered my bags, but some things were stolen out of them, and it’s ‘not covered under AirTran’s policy.’
Update
Southwest Airlines cares! They fixed the issue by refunding the cost of our tickets plus a travel voucher, which covers the cost of all missing items. They also apologized, and filed appropriate reports with different departments over the multiple issues I experienced.
Phyrra BooBooNinja Hey babe, I’m glad things worked out.
Can I ask what type of items were taken from your bag? (chargers, jewelry, clothes, just a general category is fine) My luggage gets searched every single time I fly (I figure it’s either liquids in the form of my packed skin care stuff or the fact that I pack my hair dryer) but I’ve never lost anything. When I hear stories about items being taken, I always wonder what type of things I should be concerned about and try to fit in my carry-on or do without for the trip.
Oh my gosh! I am so sorry this happened! Especially the theft! I have never experienced my bags getting lost, but my bag is always the one that comes out with stickers all over it saying it was “examined” and the once neatly packed suitcase appears to have exploded and then immediately imploded. I am so glad they refunded the ticket cost and gave you a voucher to cover the cost of the stolen stuff! Good on them for taking care of their customers (eventually…)
WOW, that’s awful Phyrra!! :/ I am glad that they are attempting to make up for some of the distress and problems that they have caused you. <3
This was my concern when I moved to Japan! I’m so sorry that you had to go through that awful customer service experience, but glad that SW owned up to what happened. I hope nothing was taken that couldn’t be replaced.
<3
http://kitschvixen.com
Makes me thankful that I’ve managed to wrangle everything into a carry-on the previous times I’ve had to fly. :/
*hugs* I share your hatred on flying (or traveling in general, for that matter), and I’m so sorry this happened to you. The delay was bad enough, but to have the contents of your suitcases stolen is another matter entirely. Was the bag locked at all?
I live between countries so I travel a lot. So far, I haven’t had a lost luggage, but it’s always been my biggest fear, perhaps up there with my fear of being kicked out of a country solely due to my citizenship. I live out of my suitcases and have been doing so since 2009, so you imagine that losing a suitcase would practically mean losing everything I own! :/
+RYOU+0013+ I did not lock my suitcases, as they would then be certain to break the locks with bolt cutters. I can understand your fear! That would be awful!
Phyrra +RYOU+0013+ I have been using TSA-approved locks, which they can open with a special key should they decide to. It probably wouldn’t have helped that much, but if your belongings were still missing despite the lock, then you can at least narrow the culprit to someone in the TSA instead of someone from the airline.
The no-lock/special-lock policy is, to my knowledge, only enforced in the USA. During my travels between Australia-Indonesia-Singapore, I could lock my suitcases with regular locks and so far, I’ve never had any broken locks.
Was about to post my commisseration–but I saw the update! Yay! I’m glad they are trying to make it right. What a crappy experience though 🙁 So sorry it happened to you!!
manicuredslayer Totally shocked but pleased with Southwest and the way they cleaned up AirTran’s mess.
Good on Southwest for helping you out. I just hope what was lost wasn’t something irreplaceable (not that I think you’re flying with your family antiques, but even something simple like a favorite shirt from years ago can be a bummer)
Cassykins The items lost were not antiques, but they will cost money to replace, which Southwest has taken care of.
Wow. That is ridiculous!!! I am so glad the bag got to you and that Southwest fixed the issue. I don’t fly often but thank you for sharing. Big hugs!!!!
kawaiiferreto This is why I would rather drive if I have the time and opportunity. This was basically one of my worst nightmares for flying.
I’m so happy for you that Southwest worked to remedy the issue. I would have been sorely disappointed if they just didn’t care at all! too many companies are like that!
budgetsplurgebeauty I’m really glad that Southwest reached out, because honestly I didn’t expect it.
Update to this: Southwest Air made amends for AirTran’s bad customer service.
Oh wow, what a horrible mess! I have to say I am quite impressed with the final outcome though. I know it doesn’t replace what was stolen but it’s promising as far as resolutions go.
tinabeana12 Me too. I’m able to replace the items that were stolen.
I’m so sorry this happened to you. It’s bad enough that your bag was lost and their customer service is completely lacking. But to have things stolen out of your bag? I’m speechless.
10amBeautyJust updated. Southwest Airlines cares! They fixed the issue by refunding the
cost of our tickets plus a travel voucher, which covers the cost of all
missing items. They also apologized for what AirTran and their employees and subcontracted companies did, and filed appropriate reports with
different departments over the multiple issues I experienced.
Ugh. I hate hearing stories like this. This is why one lost bag experience is enough to make me swear off of an airline forever.
I know lost bags happen. I understand! But how they react changes my outlook completely. Delta once lost a bag of mine, but they were awesome. It was at my hotel two hours later. Their app tracked it flawlessly. I was sold.
kcunning1 The AirTran app could not track my bag, which was scary. However, Southwest just fixed the issue.
Just shared on FB and Twitter – encourage all your fans to share this story. AirTran will be kissing your ass and providing a free flight when this is over,. This is truly the power of social media!
nycRed714 Southwest just cleaned up AirTran’s mess, which I really appreciate. Updated above!
Nice one! Good for you!
Oh Phyrra, all I want to do is give you GREAT BIG hugs. Many of them.
🙁
BooBooNinja Hugs would be appreciated!