I was traveling from Bellingham to San Diego from December 30th to January 4th. I asked the agent before I boarded if the flight would be on time. It was supposed to land in San Diego by 7:25 pm. The flight attendant told me that everything would be fine. I board the plane, put my luggage away, fasten by seatbelt and an announcement comes over the speaker stating that there is too much fog in San Diego and that we “MIGHT” be rerouted to Las Vegas. I asked the attendant if we could find out for sure if we were being rerouted, as I had someone driving from LA to San Diego to come pick me up. She had no idea and told me that we wouldn’t know until we got in the air. Ok that’s great! I made my girlfriend aware of the situation and told her to keep checking online, since it should be updated by the second. She kept checking online, and even called customer service. Customer service informed her that all was well and the plane would be landing in San Diego and the online system is the best way to keep track. At 7:50 pm we arrived in Las Vegas. At 7:55 the online system finally reflected this change, after she was already in San Diego.in Las Vegas, they told us that we would have no room accommodation and that Allegiant had no idea when the next flight would be. So basically we need to sit at the airport. I called customer service (45 minute hold) and they informed me to call back in another hour. So I waited at the airport, and called back. The rude representative told me I needed to call back in ANOTHER hour, so at this point, I told her how frustrated I was sitting on hold for 45 minutes at a time. I asked her if Allegiant had a central messaging system that passengers could use to call into to receive updates. We argued for awhile and she finally stated that Allegiants “policy” is to contact passengers once they figure out what the hell is going on. I said “ok, I’ll wait for the call.”
Next day rolls around and still no call. I finally called them at 12 noon and asked what the heck was going on. The rep informed me that the flight left at 11:00 am and now I have missed it. I informed the agent that I was supposed to get a call back and he informed me that he had nothing in the “notes.” Notes huh? Did the notes indicate that the representative had told my girlfirend to drive to San Diego? Did the notes indicate that I was supposed to get a call back? No! All the notes indicated was that I was supposed to call back in an hour, WHICH I DID.
Now the flight is gone, I pleaded for another flight, Erin (Allegiant Representative) said no, and I asked how am I supposed to get to San Diego for my flight on Sunday? The reps had no answers for me, and told me I could purchase a new ticket. I asked for at least ½ my money back and I can purchase my own ticket. That wasn’t allowed either. Asked to speak with a supervisor, he indicated that he would put in a “call back form.” Erin said that’s all he could do and hung up on me or common terminology that they use is “terminating the call.” Still waiting on this “supervisor” to call me back. I finally paid my own ticket through US Airways ($150) and flew myself to LAX.
I called on Friday 01/02/09 and Saturday 01/03/09 trying to find out the status. A representative by the name of Holly informed me that supervisors don’t even call back for these types of situations, but if I “wanted” she could fill out the form again. I asked what the point of a new form would be if supervisors didn’t even want to call back. She said that’s all she could help me, submitted the form and hung on me! Today is 01/08/09, still waiting on the call from the supervisor.
This is the worst airlines on the planet. I don’t care what anyone says, they are a nightmare. They claim to be low fare, but after all the fees and everything, they end up being just the same as any airline, however other airlines will at least give you a blanket, pillow, and a soda. The incompetent employees that work here are the worst. What kind of call center doesn’t let you speak with the supervisor or team lead? And why do they charge you a “convenience fee” when you book online, but if you book over the phone you are charged a “convenience fee” as well. WHAT CONVIENANCE!!! Get with the times. I’m embarrassed to tell people I flew this airline. Never ever again.
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