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Old 06-10-2005, 05:43 PM   #1
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Don't use AirTran

I haven't flown very much but I do know that I will never use Airtran again. I was double charged for my flight and my portable DVD Player was lost. I consider myself an even-tempered guy and I could even live with this if their customer service department was worth anything.

While the double charge was annoying, I knew that my credit card company would take care of me if AirTran wouldn't. I mentioned it when I checked in at Atlanta. They said they'd see about it. I checked online and it still wasn't fixed. On my first call I found out that I was refunded but it would take a week. Fine.

I bought my Portable DVD player while I was in Georgia. I didn't think that it would leave me with a 4th bag when I flew back home. I decided to stow it inside one of my duffle bags. When you check your bags you watch them go up into this X-Ray machine and come down this little ramp. My first 2 bags went through without any problems. My 3rd bag was pulled off and examined behind this little metal wall. I couldn't see very well but I know the catalog and papers I had inside were looked at quite thoroughly. The bag seemed full when it was put back on the ramp but when I think about it, I didn't close it quite so easily when I packed that bag. I am almost positive it was pulled out and left out when it was inspected. Whether it was actually taken there I can't be sure. The other odd thing is that my bags didn't roll down the conveyor belt and roll around for me to pick up. They were brought close to the baggage claim area on a big dolley. I don't know how many hands could have touched them at that point. One way or another, it was there when I checked my bags in and gone when I got them at Chicago's baggage claim. In my eyes that makes it AirTran's responsibility.

When you call AirTran you'll get a long speech and several options about what you want to buy. No options about helping the customer at all. Every representative I talked to gave me someone else's number. It appears that no one has the authority or even the desire to provide any useful information. I finally got a number for "Customer Care". It's a ****ing answering machine. I have 7 numbers right now and no confidence anything is being done to resolve my problems.

All I really want is to speak to someone who knows what they're talking about and has some authority to do something about it. Having my DVD Player shipped to me would be perfectly acceptable. Refunding my money would be perfectly acceptable. I could even deal with taking it to the police. Some of my relatives are lawyers, I'm sure something could be done that way as well. Being routed to a whole bunch of people who shift the blame to another department is not acceptable. I realize my trust was misplaced and I've learned my lesson.
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Old 06-10-2005, 08:14 PM   #2
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Not to "shift the blame" yet again on your experience, but TSA is the company that performs the x-ray's and inspections of all baggage that is checked or carried on to an aircraft. AirTran does not perform x-rays on costomers baggage. If we recieved a bag from someone and lost it in transition from the concourse to the A/C and then back to the arriving concourse then thats a different story. Not sure how everything went down with your experience. As far as the double charge....these things will happen from time to time and I cant believe that you actually think that the airline is going to try to keep the extra payment??? Even though it sounds like that issue is being resolved also. So other than that, how was your flight? Was it on time? Where the employees friendly? How did you like the new planes? Did it have XM radio installed yet? Hope that you give everything a chance to pan out instead of judging so hastly. Good Luck in you travels and hope you fly us again.
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Old 06-11-2005, 02:42 AM   #3
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I'd have to say the TSA is to blame for this one. I'd be upset too.
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Old 06-11-2005, 06:37 PM   #4
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Quote:
Originally Posted by jetmech717
... I cant believe that you actually think that the airline is going to try to keep the extra payment???
Of course not, but it is annoying nonetheless. If I was the type that didn't review my credit card bill closely I might not have even caught it.

Quote:
Originally Posted by jetmech717
Even though it sounds like that issue is being resolved also. So other than that, how was your flight?
The flight was smooth and otherwise pleasant.

Quote:
Originally Posted by jetmech717
Was it on time?
I believe we were actually about 10 minutes early. Still too late for the last United Limo but that's not your fault.

Quote:
Originally Posted by jetmech717
Where the employees friendly?
During my flight the employees were friendly enough. I can't help but find it unfriendly when I am transferred to an answering machine, especially without asking first (hitting 0 doesn't work to get a real person at that point).

Quote:
Originally Posted by jetmech717
How did you like the new planes?
Smooth ride, no complaints there.

Quote:
Originally Posted by jetmech717
Did it have XM radio installed yet?
I was not made aware of it if they did. That does seem like a pretty cool feature.

Quote:
Originally Posted by jetmech717
Hope that you give everything a chance to pan out instead of judging so hastly. Good Luck in you travels and hope you fly us again.
If TSA is indeed responsible for my luggage, I don't see why I wasn't transferred to one of their customer service representatives. Do all airlines use TSA?
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Old 06-13-2005, 12:20 AM   #5
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Quote:
Originally Posted by neovulcan
If TSA is indeed responsible for my luggage, I don't see why I wasn't transferred to one of their customer service representatives. Do all airlines use TSA?
Unfortunately we all have to use the TSA. 800 lb. Government-mandated gorilla and all, you know.

If you still have been unable to get any sort of satisfactory reponse, please click the PM button under my post and send me a message. I will reply to you with the name and number of a gentleman that works in customer service that will provide the customer service you deserve. (I can't promise you that AirTran will compensate for an item lost while the bag was in the TSA's possession, but you certainly will be able to discuss the matter with him.)

I do apologize for the item that was taken, and I hope that we can provide some measure of help to you in order to not lose you as a customer. I know that *I* appreciate your business, and you have my embarressed apology for the service you received - the majority of us will try very hard to overcome the poor service you received initially.

Regards,

AC
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Old 06-14-2005, 12:25 PM   #6
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Double Click?

Just curious, were your tix purchased "online"? A very common yet unintended mistake sometimes occurs by accidentally double-clicking "submit" when making online purchases. I know I've done that a couple of times, because I use pop-up blocker software.
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Old 06-20-2005, 02:52 PM   #7
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All airlines have to use TSA in the US. I was just Double billed by budget rent a car. It was a pain to get it straightend out several phone calls and I won't see the credit for a week, welcome to corporate america. AirTran does business just like every other big company. As a Captain I try to give the customers a personal touch to set us apart from other companies. Hopefully I will get the opportunity to serve you one day.
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Old 08-01-2009, 08:41 AM   #8
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So, your DVD was "lost"? Is that what they told you?

I bet it was stolen! When I was a slave on the ramp for AirTrash in ATL, once a night, things kinda "fall" out of bags, by magic!! I've seen designer sunglasses, digital recorders, and a TON of DVD's (including the players) mysteriously fall out bags.. How does that happen??? I'm sure I don't know...
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Old 08-01-2009, 08:49 AM   #9
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I just read your first post all the way through.. And I must appologize to Airtrash for falsly accusing them of something they didn't do.

You left your DVD player on the belt, or someone accidentally, on purpose, picked it up by accident, intentionally. Whatever! Not AirTrash's problem. But, you can get used to AirTrash blaming everyone and everything else for any and everything. See Critter ValuJet Crash in the Everglades in the mid 90's for details!
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Old 05-03-2011, 10:21 AM   #10
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Should we now start calling Southwest Airlines 'ValuJet'? Dbaker? Anyone?
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Old 12-14-2013, 06:54 AM   #11
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that's exactly what happened to a friend of mine when he booked his flight with such airline. be aware guys!
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