Bralynn Qhp
map-marker Austin, Texas

Allegiant Air - My entire Halloween weekend was ruined because a manager didn't want to lose a battle of wills

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I show up to the airport at 12:30 pm and check in, but I have to go through security and of course they "flag" my bag, and go through it. So by the time they are done I have to run down 15 gates and when I got there, out of breath they are just closing the doors, and there is another couple their that just arrived. Tina, the manager at the counter at ABIA gate 21 say's "That's it"! Her subordinate tells me that the captain said "that's it", so I ask her if she will please call the captain and AT LEAST ask, she doesn't. The couple that was there, the man was irate and cussed. They could have NO PROBLEM let us on the plane but because this other couple got cross with Tina, the manager, there was NO WAY she was going to let them on, and she couldn't let me on and not let them on. I tell her "PLEASE let me on the plane before they close the hatch and release the walkway, which they have not done, but it wasn't going to happen. I actually got tired of begging and left BEFORE THE PLANE EVEN LEFT. She told me, that the plane has to be in the air by 1:48pm, to which my response was, "but they are not in the air". I basically had my ENTIRE weekend that I have been planning for MONTHS, and spent $400 on tickets to the band that is playing at the MGM Grand all weekend, RUINED because Tina, the manager at the counter at gate 21 wanted to make sure that the couple knew SHE had the power, and you weren't going to cuss at her and get on the plane...
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Loss:
$750
Cons:
  • Compete disregard
  • Lack of empathy
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

6 comments
Guest

Uh, excuse me, "kid", having been in aviation and in the airline business for quite some time in several positions, it is generally airline policy, period, that boarding ceases with doors closed (which means, that door you pass thru which has a walkway, or in some cities, stairs, which when you follow the walkway or stairs, takes you to the aircraft) TEN (10) MINUTES prior to scheduled departure. IF you take the time to READ airline Policy and Procedure and Terms of Conditions, your will SEE this is general practice with most all carriers.

Once in a while, the Captain and ONLY the Captain MAY make the decision to "bend" and let a passenger on, say, 8 minutes prior to departure. This closure of the boarding doors prior to departure is so the Flight Attendants can finish their final board count and any other duties prior to cabin door being closed, as well as the Flight Deck to complete all necessary documentations, final weight and balance (which INCLUDES ALL passengers - as in some cases if the flight is not completely full, passengers may have to be re-seated for take-off), logs, radio calls, etc, prior to door closure and push. That cabin door is closed once all paperwork, counts, weight and balance and all communication with Operations is complete. It has NOTHING to do with "oh, the aircraft door is open, so here I am so please, please, please let poor me on." And if one argues, cusses, makes demands, appears aggressive, appears ill or appears intoxicated, the airline can refuse boarding.

The passengers' "need-to-know' other variables is a N-O-T, period. Your only Need-to-Know is Policy and Terms of Conditions when you agreed to when making the booking.

In this case, the Captain, may have instructed the Gate Agent that 10 minutes prior is final closure, that he plans to be in the air at a given time, period. This could be due to many reason for an on-time departure, as weather also may have played a big part in the push-from-gate. There could be reasons beyond YOUR need-to-know to be in the air at a given time.

(And there are times when the Captain knows he may have the aircraft sitting on the runway several minutes waiting for the line of aircraft ahead of him to get clearance from the Tower for take-off). A lot DOES happen from the minute the Gate Agent commences the Boarding Process to the push.

This has NOTHING to do with the agent being "anti-customer service" nor does it have to do with this Carrier having two or three flights a week to a destination. When making the reservation, it is the responsibility of the passenger to READ and understand ALL policies and cut-off times.

There is A LOT of behind-the-scenes activity and communications between Airline Agents and the Flight Deck which goes on that is not openly discussed with the passengers, as much information is airline confidentiality.

IF you know, and SHOULD know that this airline only departs for certain cities on certain days, then it should not take much to be prepared and expect delays, so that you can be in the Gate Area in ample time, and especially when you are travelling for a specific event. It is ALWAYS advisable to be in the Gate Area in ample time as in some cases there could be a last minute gate change or pertinent information the Agent may announce to the passengers on that flight.

Bralynn Qhp
reply icon Replying to comment of Guest-895095

UHHH, I'm not sure if there is any excuse for you. Also I'm not a "kid" I'm 40 years old.

So you've worked for an airline, so what big deal I've flown with plenty of airlines and never had anywhere near this kind of situation come up every airline I've ever flown with has made an effort to help me as a customer something that allegiant Airlines, seems to have a policy against, customer service. My guess is that the airline you work for is probably allegiant Airlines. Either way thank you for making my argument for me. For whatever reason the door to the aircraft was not closed.

The manager of the gate would not give me any information her subordinate did however inform me of the fact that when the captain says that's it that is it, when I asked if they would at least ask the captain if they could let me on the plane considering the walkway was connected the door was open even one of the attendants was still on the walkway. There was absolutely no reason why she could not let me on the plane except for her ego. There was one more passenger that had gotten snippy with her and she was going to show him who was boss and because of that my vacation was null and void before it even began. It's simply boils down to when you fly with allegiant Airlines all you have is a ride from point a to point B, That is it.

Don't expect ANY kind of customer service, heck don't even expect them to be nice to you.

I really have experienced nothing like it I have never had a company be so anti-customer. Anyway, Anyway it's obvious you probably work for allegiant Airlines and some sort of public relations capacity, but you simply don't have a leg to stand on, your company was wrong and my case and it looks like my case is just one and many many cases of customers that are shocked with the total lack of service they encounter with Allegiant Airlines.

Guest
reply icon Replying to comment of Bralynn Qhp

Many Boarding Procedures, with the exceptions of Boarding by "Zone" with some carriers, have been basically the same since the days with Pan Am (to clarify background and previous/present experience with MAJOR Carriers in Customer Service Management, HR, Operations, Training - decades of experience in ALL facets of Airline Operations and instituting Policies and Procedures in accordance with all FAA Regulations). Again, prior to Boarding, IF IF IF IF the Captain emphatically states "absolutely" NO exceptions: Door Closed" you do not ever argue with the Captain, period.

More often than not, people have their own version of an incident, interpret another's wordage and expressions to justify their being in the right. Having flown many major carriers and cutting it close with connections due to delays in arrival, and whether on Pass Travel or as a paying passenger, and regardless of being an airline employee, no special privileges were ever extended to "bend" with major carriers. Consider yourself one of the privileged few who worked your magic to board late. Interpreting and assuming that one "probably worked for..." is an indication of how some passengers "see" airline operations/employee attitude to fit their world.

I no way am defending this employee or the airline, but having the understanding of how the author presented the experience, it appears some "facts" were neglected to fully explain the incident. Just arrive on time to avoid hassles.

Bralynn Qhp
reply icon Replying to comment of Guest-895289

I am just going by the experiences I have had with more reputable airlines, and that doesn't mean more expensive airlines, as I have flown with many discount airlines that still had a policy of helping the customer, unlike Allegiant Airlines. It just boils down to the fact that Allegiant Airlines OBVIOUSLY has a policy of "good luck" when you fly with them.

All you have to do is look at the reviews all over the internet or talk to anyone that has flown with Allegiant, to see that easily about 70% of people that fly with Allegiant are shocked by the lack of service or empathy the airline has for their customers. When you buy a ticket with Allegiant, that is ALL you get. Don't expect ANYTHING else, even a smile.

They are a wretched excuse for a airline, and I can't believe Las Vegas would taint themselves by doing so much business with them. I learned my lesson, I just wish it would have been on such an important trip.

Guest

Ok, you showed up at 12:30 for check-in BUT what time was the scheduled departure? Doors to the aircraft are closed 10 minutes prior to departure and it is your responsibility to be in the gate area in plenty of time.

Again and again, you people continually blame the airline and the employees, and it is always how rude they were, and that you people ALWAYS feel YOU are in the right with your rights. You people HAVE TO ALLOW TIME FOR THE UNEXPECTED and that INCLUDES long check-in lines and long security lines.

Guest
reply icon Replying to comment of Guest-894813

NO! When it's the last flight to the destination for three days and the passenger is there with 10 min.

to spare, the walkway is atached , the door is open...you let the passanger on.

Any other airline would. If they are going to be so entirely anti-customer service, it should be disclosed.

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Bralynn Qhp
map-marker Austin, Texas

Allegiant Air are THIEVES! Better service with GREYHOUND

I got to the airport 1 hour and 20 minutes before my flight. Security were being ridiculous and holding me up, and told me "don't worry you will make your flight", well I ran all the way to gate 23 and had my boarding pass ready, and as I got there, they were closing the door.

I asked her to let me on, and all she said was "NO! That's it", no other explanation. The subordinate told me that once the captain says thats it, thats it, so I asked her to please at least call the captain, and all she would say is "NO! That's it"...I have had better service with GREYHOUND...Allegiant Airlines is the biggest RIPOFF company you will EVER encounter...I have flown with most airlines and I have experienced a few poor service situations, but this beats ALL Ive ever seen or heard of, UNBELIEVABLE.

The thing was, is that I got tired of begging and left before the plane even started to taxi to the runway. She could have EASILY let me on, but by then it was a battle of will between her and the other couple that wanted on, and she wanted to show she had the power. When I called back, they just sent juggled my call, knowing that I would get tired. They know exactly what they are doing.

Giving the absolute MINIMUM service they have to legally and sucking every dime they can out of you and if you don't meet some rule, they just tell you "its in the rules". This company has a culture of ripping off their customers and there is NO WAY an airline like that treats its customers this way can stay in business.

They RUINED my Halloween weekend. I had tickets to Phish all weekend and they are just worthless now.

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1 comment
Guest

Contact the Better Business Bureau at www.bbb.org. I have had really good success with getting businesses to work something out, its not always what I wanted 100% but usually a compromise.

Also they get marked with a poor grade with too many unresolved conflicts. They step in an contact them for you, I hope this helps.