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Customer Service
COMPLAINT: Treated with no respect or concern! Just Aweful!

 
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  #1  
Old Apr 5, 2010, 5:00 PM
cnuzzo cnuzzo is offline
 
Join Date: Apr 2010
Posts: 1

My family and I were departing Cancun after a wonderful vacation. We had airline tickets that showed us leaving Cancun and arriving in La Guardia. There was no information regarding re-boarding the same airplane in Fort Lauderdale. This stop was understood as arriving to the country you have to go through custums. My family and I did just that and then had to wait over 25 minutes to get our bags off the plane to then re-check the bags to the same plane. Upon arriving to the the re-check bags station, we were finally given new boarding passes which the gentlemen wrote down to go to Gate H-9. At this point he told us nothing of when to arrive at this gate and gave no inclination to us there could be a problem re-boarding the same plane. Any way.... we went dirctly to Gate H-9 (took maybe 4 minutes to walk fastly there) and discovered NO PLANE. This was the same flight we had checked into that morning. This plane must of left maybe 2 minutes prior to our arrival at the gate. At this point we were told that it was "our fault we missed the plane due to custums and to go see a supervisor to re-book the next available flight which was 3/29/10" the NEXT DAY! This infuriated me as it was not our fault this plane left with out us. One of our lauggage bags made it to New York but we did not. The gentlemen at the gate new we were there and did not phone anyone to wait for our arrival upstairs at the gate. We then went to the "Supervisor" for help. I have never in my life been treated so badly by any one or any company for that matter. He told me he will "do nothing for us, It was our fault, and sarcastically added " hope you don't miss your next flight." This man's name was Robinson at the Fort Lauderdale airport. This "Supervisor" should be considered an embarrassment to your company. His lack of compassion for our situation and total rudness should not be tolorated by any consumer. We were not given any voucher for a hotel, or for a meal. Because of Spirit Airlines my family and I were out an additional $160 for hotel and $150 for food. I do not beleive we should have to pay for these necessary ammentaties because your company made us wait for our luggage just as long as the line was for custums. I am completely overwhelmed by the treatment from Robinson and by the fact that your people blamed us. Obviously we were there if our luggage made the plane but we did not. Also, this was the second disappointment with your Airlines. We had "maintence/paperwork" problem on flight 174 at La Guardia airport on 3/20/10 which was a 3 hour delay, I had to wait for Spirit that day. We are recieving $139 vouchers for this inconvience which is great and know harm done. But if I could wait 3 hours for you, you could wait 2 minutes or have your staff take responsibily for a lack of communication which caused us to miss the flight. I am appaulled by this experience and would never, could never recommend Spririt Airlines to any one unless something is done for my family and I. Over $300 cost came out of our pockets and a days pay at work. I am not happy and wish a response to this situation. I also wish "Robinson" to be warned regarding his treatment (rudeness, lack of compassion, and Sarcasim) to me and my family. Thank YOu for your time.
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  #2  
Old Sep 29, 2011, 6:59 PM
adamr adamr is offline
 
Join Date: Sep 2011
Posts: 33

That's great that you got vouchers for your mistake. That's more than I would have given you.

Have you ever flown internationally before? (yes, Mexico is another country) You never get your bags transferred to another plane you HAVE to exit customs with your own bags. That is FEDERAL LAW.

Never, never, never get routes that are close together when you have to go through customs. If you must, make plans in case the planes or customs is delayed.

I guess now you have learned how to travel internationally like the rest of us. Good job!
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  #3  
Old Apr 24, 2012, 12:36 AM
doctor dick doctor dick is offline
 
Join Date: Apr 2012
Posts: 1

I watched the local news in Orlando and couldn't believe what I saw. Spirit airlines refused to give a passanger a refund due to the fact he was diagnosed with cancer and the doctor told him he had a few months to live and could not fly !!!

He is a veteran and ex military !!!!

I would like to see all veterans boycott SPIRIT AIRLINES.

The gentelman plans to picket at Orlando Airport. It would be great if more Veterans were to join him.
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  #4  
Old Apr 25, 2012, 2:27 PM
Gromit801 Gromit801 is offline
 
Join Date: Aug 2007
Posts: 745

Being a veteran doesn't entitle him to anymore consideration than anyone else with the same prognosis.

I'm a vet. I don't consider myself, or anyone else who served, more important than the next person.
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  #5  
Old Apr 30, 2012, 12:29 AM
vanvan11 vanvan11 is offline
 
Join Date: Apr 2012
Posts: 3

Who ****** in your bowl of cereal. You really missed the point!
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  #6  
Old Apr 30, 2012, 2:18 AM
Gromit801 Gromit801 is offline
 
Join Date: Aug 2007
Posts: 745

Originally Posted by doctor **** View Post
He is a veteran and ex military !!!!

I would like to see all veterans boycott SPIRIT AIRLINES.

The gentelman plans to picket at Orlando Airport. It would be great if more Veterans were to join him.


So what point of these three, did I miss?

As to missing a flight due to illness, yes that sucks. Non-refundable tickets are called such for a pretty plain reason.
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  #7  
Old May 1, 2012, 8:58 PM
Treeman Treeman is offline
 
Join Date: May 2012
Posts: 1

Originally Posted by Gromit801 View Post
So what point of these three, did I miss?

As to missing a flight due to illness, yes that sucks. Non-refundable tickets are called such for a pretty plain reason.
I am personnaly boycotting Spirit Airlines, since they apparently have zero respect for people with enough courage to serve in the military. Pathetic, to say the least!
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  #8  
Old May 22, 2012, 3:13 PM
Lynnkdoll Lynnkdoll is offline
 
Join Date: May 2012
Posts: 1

My husband and I booked a flight to Ft Lauderdale FL, with Spirit Airlines in February, our trip to the "gates of hell at Spirit Airlines" was this weekend (May 22, 2012). We arrived at the airport at 6am for our 7am flight. I admit we should have been two hours earlier instead; however, one hour is not too late!
Depart Atlanta
1.The ticket agent broke the first bad news that our flight time changed and the flight had already boarded, he said we should have recceived an email telling us the flight time changed! Well, we didn't receive any emails, calls, notifications of this change!
2. He then told us we could check with Airtran to see if they could accomidate us. WOW! Really! We would have to purchase another ticket and he wasn't sure if Spirit would refund us! BIG WOW!
3. BAG FEES - $38 TO CHECK BAG AND $40 TO CARRY ON! ARE YOU SERIOUS
4. Our only other option was to wait move to the 10am flight, which is what we did.
5.During the time we waited for the 10am flight we called the complaint line for Spirit Airlines (number provided by ticket agent)
6. We spoke with "NO CUSTOMER SERVICE AGENT" and we asked to speak with a a Supervisor ""NO CUSTOMER SERVICE SUPERVISOR"!
7. Lots of use of the phrase "I'M SORRY" and he told us they didn't have our email address to send us the notification..We informaed him that the only way we could receiv the ticket is via email, right?? He agreed and then said he didn't know what happened!
8. The flight attendants are literally sweating on the plane, they look angry, frustrated, no smiles, no conversation. The only time they were nice is when they tried to sell us drinks and VALUE MEALS!!!!!!! PITIFUL!!!!!!!

Depart from Ft Lauderdale
1. Spirit Airlines Agents---SAME AS ABOVE in Florida the Agent was rude and told us we could not carry on a small bag they fit perfect in the sample box, she said the top was too long!
2. She was argumentative and told us we could leave the bag (our belongings) if we wanted to!
3. She also said "get over it" this is how Spirit makes there money on bg fees! WOW WOW WOW!!!!!!
4. We ended up paying more for the bags than the cost of the flight!

Morale of my story... "You get what you pay for"
Never again will this happen to us!
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  #9  
Old May 22, 2012, 4:50 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

Spirit is for backpackers, students and people who don't care if they arrive on time.... best AVOIDED!!!
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  #10  
Old May 22, 2012, 5:34 PM
pattis pattis is offline
Airline Employee (NOT OFFICIAL REP)
 
Join Date: Aug 2007
Location: U.S.
Posts: 147

to Lynnkdoll..

Sorry to hear you had such a rough time. I guess in a perfect world we (as consumers) would be notified of every little change. I always told people to never rely on a phone call, email ..etc. Just always reconfirm flight information ahead of time yourself. I do not mean this as sarcasm at all. Yes they should notify passengers. Take the initiative yourself. Never rely on others.

Baggage charges SUCK! Plain and simple, but unfortunately they exist . The agent never should have said "get over it" that is just wrong! However, it is pointless to get into a debate with an agent regarding the fees. That person does not make the rules it is just their job to enforce them. The agent does not want to argue with people over things they do not have control of. So basically yes, if you have a bag (carry on or checked) and there is a fee a person will be required to pay it.
Hopefully the next time you travel you will have a better experience.
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  #11  
Old May 22, 2012, 11:15 PM
vanvan11 vanvan11 is offline
 
Join Date: Apr 2012
Posts: 3

Pattis when you were hired by Spirit do they implant a protocol chip in your head? Maybe they need to plant a CUSTOMER SERVICE chip instead. It is unbelievable how ignorant some people are
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  #12  
Old May 23, 2012, 10:37 PM
pattis pattis is offline
Airline Employee (NOT OFFICIAL REP)
 
Join Date: Aug 2007
Location: U.S.
Posts: 147

First of all I do not work for Spirit, nor have I worked for any airline in nearly 4 years. There are bad agents and there are rude customers. speaking of rude, your comment was completely uncalled for. If you reread my post you will realize I was not rude or inappropriate in any way. With that being said I made the suggestion of passengers taking the time to verify flight times themselves. It can just save alot of time , money and frustration. Of course airlines should notify everyone, but why take a chance. I never rely on anyone but myself. It sucks that airlines keep adding on more charges. The only people happy about this are the higher-ups. My point regarding bag fees is that (if you have a bag that there is a fee for) does it help to yell at the agent and say that you are not going to pay? Of course not. Of course an agent should never make a smart ass comment like "deal with it". Safe travels for everyone this upcoming holiday weekend.
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