My husband and I along with many Vancouver based friends use Allegiant for travel to AZ and PS. We actually have been their biggest cheerleaders and we know how word of mouth works.in Jan we purchased two tickets to fly to PS to help care for an ill friend. I subsequently had thyroid cancer and ended up with additional surgery in Feb and could not accompany my husband, I contacted Allegiant on Janaury 24 as soon as I knew I could not travel. They assured me that I would have a credit voucher for my trip and that as long as travel was conducted within a year I would be fine. The total for my itinerary was $833.12 as there were the taxes, seg fees, pfc, 911 security, prepaid bags ($119.96) conv fee $40.00 and trip flex $46.00. Clearly I was well within the 168 hours from booking and if I wasn't planning to use the ticket at some point, I could have requested a refund but i knew I would use it at some point. Last month I waited for six hours for someone to answer their live chat line. I just left computer on and noone ever replied. Yesterday I contact Allegiant to book flights for my husband and I and was told I could not use my ticket from February when they told me I could and that all they were giving me was $41.00 for a ticket that I payed $833.12. Further, the booking agent did not know who I could speak to, was not familiar with who in head office would deal with such issues. That struck me as odd and certainly not what you would expect from a CUSTOMER BASED BUSINESS. The best she could offer was send an email and see what they say. It will take about 6 weeks. That is absurd and it is unacceptable. This airline has been very fortunate due to many Vancouver based customers with homes in AZ and PS but there are too many of us that have been treated horribly and we have not felt respected as cutomers and this is just one more example. Slowly some have looked at alternative options. I have asked that someone contact me and resolve this but I was also told it will likely not happen. That is sad in itself. If Allegiant hopes to keep all us Canadians happy who have been paramount in their successess and profits, on this side of the border, they need to address these issues and show more respect and provide customers with "service". I have asked that someone contact me as we are trying to book for July 26 but to no such avail. I have also left a message with the CRO at the Bellingham airport but nothing. If they want to keep in business, than they need to resolve these types of issues and do the right thing. Allow me to use my original fare as that was what they promised I could do. Bottom line. I wasnt asking for a free ticket.
We all know what happened to "Valu Jet". Let's not see a repeat with that and sadly there are some of the same matters and issues that are very familiar. This is one of them and it doesnt feel right.
I decided I needed to voice my opinion and hope that someone from Allegiant sees the VALUE in doing the right thing, as I have left several messages.
My original itinerary #B930635
Marlene Schluter
(604) 314 5673
Regards,
Marlene
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