This is the letter I wrote to Airtran after my last flight they finally offered a $50 voucher, which as of now has not been received.
To Whom It May Concern:
I emailed the following letter to you weeks ago. Because I have gotten no response, I am following up by sending the letter to you. All I can really say at this point is your customer service as a company in general is lacking, not only do you “over sale” but your people are rude to the customers. You don’t answer consumer concerns. I have no intention of ever using your services again; furthermore, I plan to tell everyone I know about this experience.By the way, did you know, statistics have shown a satisfied customer tells at least 3 people but an unsatisfied customer tells at least 10? Word of mouth is wonderful, don’t you think?
I am writing you because of an incident that happened over the weekend with your branch at IAD. I had flown in to visit and help my daughter out because she was sick. Let me preface by saying I pay extra to fly in and out of IAD, instead of the other airports. On Saturday, I had booked a 6:50 am flight on Air Tran, which was to fly to ATL, then Hobby, We were up at 4am and at the airport by 5am. I went to the machine at the Air Tran terminal and put in my numbers to find that the machine would not take them. Then I waited 20 minutes to reach the counter where 2 people were working, but only one was helping the customers in line the other an older man was moving baggage. There I was told that the flight had been “over sold” and that I may not make it onto the flight. I was also told by the man that they “over sale” all the time. I had to dash off to the security where of course it takes forever to get through, and by the time I got to the gate I was told that I would be on standby for the next flight with no guarantee that I would be able to get on that one, and after that there was a probable 3pm flight. There were two guys there. They had low communication skills and were more than rude! They told the passengers that they were late in arriving to the airport, and it was their own faults, for being late! We were held up at the counter at the entrance because you over sold tickets! I was there right on time, The extremely rude man, the one who did most of the talking kept his name tag where it could not be read! I was told that they could only over sale by no more than 3 people. It seems that they had over sold by 12.
I asked to get a seat on the Sunday flight and go back home with my family for the night, I didn’t want to sit at an airport alone possibly all day, as my family couldn’t sit with me, to wait on the flight. But the Sunday flights were “over sold” too!
My daughter and son in law were furious about everything, frankly so am I. I paid full price, for a ticket, as well as the other people that were left waiting with me. When I should have been home at 10am I was home at 6pm. I had plans that day! I will never use Air Tran Airlines again. I will be going onto all consumer websites and posting this letter to you so that consumers are forewarned. I want some kind of compensation for this! How does your employee think he has a right to talk down to your patrons like he did? I paid full price for my ticket not only did I end up not being on the flight, I had some (sorry for the expression) * speak to me like a second class citizen! My daughter was so embarrassed about my treatment she is writing a complaint to IAD.
I demand some sort of compensation, I demand answers! If a football stadium with thousands of seats can sale and not over sale, how can an airline with less seats not get it right?
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