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I scheduled a trip to Blaine Washington from Palm Springs for my wife to spend her birthday with our grand children. I booked the flight 3 weeks ahead of time, and surprised her with the planned trip the morning of her departure.
On April 1st, 2010 arriving at the check in counter of Allegiant Air in Palm Springs at 10:37am for a flight scheduled for departure at 11:20am (43 minutes before departure) we were informed by the agent assisting a family of 4 (the father was wrapping his Coleman cooler with duct tape) just ahead of us that the counter was now closed, that we were considered a "NO SHOW" and we would not be allowed to check in and that we had forfeited our air fare. At first, I thought this was just a bad April fool’s joke. To my AMAZEMENT, it was not.
As we argued our importance of boarding this flight, another passenger scheduled for this flight, a young mother, with an infant daughter, whose husband was based out of the local 29 Palms Marine Base and was serving duty in Iraq, joined us in line to check in. This young girl was traveling to Blaine Washington to be with her mother who was in the hospital and was scheduled for stage 4 cancer surgery the following day. She explained her situation to the agent, asked for reconsideration to her boarding this flight, as she could not afford to forfeit her fare, and could not afford the additional $258.00 fare for the flight departing the following evening.
Keep in mind, Palm Springs Airport, even though it is considered an International Airport, is neither a very busy airport, it is also designed as a rather small, easy to maneuver airport. I have flown out of the facility numerous times because of its convenience, and ability to move thru quickly. I am certain we could have been at the boarding gate with time to spare to board this plane.
On witnessing this poor display of customer service, 2 couples, waiting to check in at the competitor airline (WestJet) next to the Allegiant Air counter came over and purchased the ticket necessary for this young girl to travel to see her mother the following evening. A TRUE ACT OF HUMAN KINDNESS! Much unlike the way the agent from Allegiant Air had treated us. I truly feel this agent got pleasure out of denying my wife and this young mother boarding, as she had a bit of a smirk on her face during the entire episode. Her only rebuttal was that we obviously had not read the Terms and Conditions of Allegiant when we purchased our tickets.
I will admit I did not know the airline REQUIRED a 2 hour check in time prior to departure…which seems rather extreme considering this particular airport. I think it necessary they find a way, besides the fine print in their T’s & C’s to inform their customers of such an unusual requirement. I also feel, if a passenger does not arrive with the RERQUIRED check in time, they at LEAST be given the opportunity to move through the security screening and attempt to get to the gate prior to departure. If at that point, we fail to catch the plane, shame on us for missing the flight.
Don’t take my word for it…check out the reviews of this airline on www.rateitall.com. You will see ALL airlines rated, and Allegiant has the most reviews to date (153) with the worst rating (2.35 of 5 stars) of all the airlines.
Needles to say, this is by far the worst display of customer service on the part of ANY company I have ever experienced!
The complaint has been investigated and resolved to the customer’s satisfaction.
Well, yeah, it kind of is your fault for missing the check-in deadline. Can't blame the airline for following policy. I don't fly very often and even I know that (especially as of late) you should always be at the airport at LEAST two hours in advance.
Once again another clueless person that didn't read the T&C's then complains when things don't work out. How can anyone possibly take you seriously when you caused all of your own problems?
Try this on another airline and see what happens...
My God, things happen lilvixen and Really?! I just had a similar experience in Des Moines and I agree with above post at least try to get you through security and then see if you make it or don't but to sit and argue about something that doesn't matter at that point in time but getting on a flight should be attempted. The damn airline isn't out anything, they have more to gain by people NOT ALLOWED TO MAKE THEIR FLIGHT! But, no the agent has to be rude and a jerk next time I fly I am going to treat them just as I am treated! Here is my story: Departure time is departure time and the bridge closes ten minutes before. Tickets are purchased so there should be exceptions, my God they got their money our seats were assigned and I paid extra for them so there was a spot for us on that flight. Anyway, a half and hour before departure after driving over two hours to airport, construction and traffic then long term parking topped off with no employee at their counter equals MISSED FLIGHTS! Unlike a smart [censor] comment above in regards to passengers waiting on late ones...if the damn plane hasn't left, let us on! Do they refund tickets when the
crew is late? Or plane problems? NO! Des Moines, IA counter guy (black with glasses) didn't get his name after he finally came out was cold and rude and lied in the comments he noted which another CS rep read back to me after calling their CS # on way back home which really did no good, she told me to write and complain on the way we were treated. It was noted he tried to get us on that flight, bull crap it was complete opposite! He lied about what we had for bags out of three travelers one had a carry on, and two of us had each one piece of checked baggaged (nothing more)which I offered to leave mine if that meant saving time and us making the flight, but nope it didn't matter. I even told him he could put my suitcase on the flight the next day, he just gave a crap look and said it was too late. I begged him and asked if he would please make an exception and he said if I make an exception for you I have to do it for everyone. Well, such as life isn't it?! Sorry, can't pull over and help you change that flat tire I would have to do it for everyone I see. Or ummm sorry, can't donate that money to Salvation Army parked outside every store around the holidays because if I give to one I have to give to all. He was a complete jerk, his customer service skills were horrible he could have been nice and undertanding even if we couldn't get on the flight! What else sucks is he told us there were no more flights leaving Des Moines when that was a lie and to find that out after our over two hour ride of shame home is just disgusting! Plus to lose rental car for four days which you cannot cancel even if you get to your destination and decide you don't need a car you are screwed! How about instead of these ticket counter agents arguing about it's half of an hour before departure and blah, blah, blah they smile and bust their [censor] to get tickets printed and get you on the plane?! To act rude and like you don't care well, we all know what karma is! And before anyone comments oh you were late, well no kidding we fly at least twice a year and certainly we not expecting the delays we had and never once thought that we would not get on the flight. We knew we were cutting it close, but hearing him saying what he did made my stomach turn! First time missing a flight and it will sure be the last, because this was not a good expierence at all. $1, 000 tough lesson to learn along with missed work, plus Husband and the coach missed the ball tournament! Has anyone actually gotten their money back from forfieted flights? Can't say they are missed because we were there :)
No, if the plane hasn't left, they could let you on. But you'd have to check your luggage and all that fun stuff and then the plane would be really late. And all those poor people waiting on connections would be forced to miss them and they would be out money...it's a vicious cycle. Yes, it sucks that things happen and people miss their flights. But the airline can't make an entire plane late just because of one person, or one couple.
Allegiant air is the worst airline I have ever flown on. They are rude and don't care about customers. They obviously don't do any maintenance on the planes. Had a 2 hour delay on the way to Florida and cancelled flight on the way home. Both due to maintenence issues. No phone number on their website but you can email them and wait 4 to 6 weeks for a response. First and only time we will book with them. Bottom of the barrel people.