Here's a story about pathetic customer care. A family of four was booked on Allegiant Air flight 1021 from Oakland, CA to Missoula, MT. They had booked a vacation at Paws Up, an all-inclusive luxury camping resort in Montana. Prepaid and well within the cancelation deadline, they had no alternative than to get to there that day, then overnight in Missoula before going to Paws Up the following morning.
Showing up at the airport in plenty of time for their 5 pm flight, it turned into a waiting game. The plane apparently had mechanical difficulties, but Allegiant's staff did not find it necessary to provide their customers with current and timely information. The passengers were allowed to sit at the gate, and keep sitting, and keep waiting ... as the hours ticked away.
Why give passengers up-to-date information? Because travel is often time-sensitive, and accurate information provides customers the opportunity to seek alternative flights on other airlines (with aircraft that are actually operational) before seats sell out. But no ... the departure time kept being moved forward, teasing their customers, until — finally — Allegiant decided they would not (or could not) depart at 9:30 pm. No reason was ever given, just vouchers to use if you're stupid enough ever to trust your travel needs to Allegiant again.
What if you want to contact the airline? What if you want to speak with customer service — you know, talk on the phone with a real, live human being who can answer questions and provide assistance. Here are the obstacles that Allegiant has created:
1. They do not provide a phone number on their website.
2. They do offer telephone service to their Customer Care Center at 702-830-8599 which is open from 4:00 am to 11:00 pm PST. However, I can attest that when I phoned this number, it went immediately to a voice mail machine with an invitation to "leave a message and someone will get back to you."
3. I can further attest that if one does in fact leave a voice mail message, Allegiant will not phone you back.
4. If you use their handy, dandy webpage to resolve complaints, you may receive the following message from Vee at Allegiant Travel Customer Care (who lists her phone as 702.505.8888):
Thank you for contacting Allegiant Travel and for sharing your concerns. We apologize for the inconvenience with your recent experience. I have forwarded your email to our Customer Relations Department. A Customer Relations Representative will contact you within 4-6 weeks to help address this matter.
4-6 week response time? That is freaking pathetic. Allegiant, you should droop your wings in shame.
Allegiant is a so-called low cost airline; this means they nickel-and-dime you for everything. While United, Delta, and American may not be everything we would hope for, they do have 24-hour toll-free numbers, answered by sentient human beings, and they do try to solve problems caused by their failure to operate a flight.
Allegiant is a so-called low cost airline; this means they nickel-and-dime you for everything. While United, Delta, and American may not be everything we would hope for, they do have 24-hour toll-free numbers, answered by sentient human beings, and they do try to solve problems caused by their failure to operate a flight.
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