Review Time
I've been flying with this airline since the twenty-tens and have yet to experience in dissatisfaction with their customer service quality.
Their ground staff (check-in and gate agents) have always been very pleasant to deal with, as have their flight crews. I've had the experience of receiving excellent service in both first class and economy(cattle-car). I can't for the life of me understand why certain people nitpick every aspect of life to pieces.
Our suitcase was severely damaged, prompting us to start a claim for replacement. The documentation required was extensive, even though we initiated the process at their airport counter. It was very time-consuming. The service relies on a third party for luggage replacement, and completing the claim has been nearly impossible due to multiple errors in their online system, including one that blocks me from contacting Customer Support. This entire process has consumed so much time that it seems the company benefits from customers simply giving up. Any business that treats its customers with such inadequate support, including that of its partners, is one I will not support in the future.
Our suitcase was significantly damaged, leading us to file a claim for replacement. The amount of documentation required was overwhelming, even though we began the process at their airport counter. It was extremely time-consuming. The service uses a third-party for luggage replacement, and finalizing the claim has been nearly impossible due to numerous errors in their online system, including one that prevents me from contacting Customer Support. This entire ordeal has taken so much time, it feels like the company profits from customers giving up. Any business that provides such poor support, including its partners, is one I will avoid in the future.
Our flight from LAX to Medford was diverted to another airport due to fog, despite clear visibility. At 2 AM, they refused to provide hotels or alternative transportation, leaving us with no choice but to wait at the airport with my 13-year-old child. The next available flight was not until the following evening, and there was no refund or assistance offered. I will never trust this service again. Being stranded at 2 AM, 5.5 hours from our intended destination is simply unacceptable.
The automated system indicated an estimated wait time of over 2 hours. I am currently at the 2-hour mark, trying to reach someone who can verify the status of my round-trip reward tickets, which I cannot find on the website. This is frustrating.
I encountered 'not found' errors on the website while trying to manage my booking or cancel a flight after they added an unexpected stopover to a direct flight. I've been holding for customer service for 55 minutes from Europe. In this day and age, it's unacceptable not to have an email or chat support option, and the AI assistant is also failing. I'm relieved I can cancel because they clearly can't be relied upon for professional service. If I can ever reach someone.
Approaching the 'platinum' tier was frustrating. The service seems to pass responsibility between itself and its partner, leading to confusion over a one-way ticket purchase that involved multiple flights. I was misinformed about seat costs and refunds, and after several attempts to resolve the issue, I was told they would keep my money despite the promises made. I've been a long-time customer, but this experience has been incredibly disappointing. If you're looking for a service that prioritizes profit over customer care, this is it.
As I write this review, I've been on hold for 1 hour and 38 minutes. I did not receive a confirmation for my purchased itinerary, which prevents me from addressing my issue online. The only option is customer service, and the wait is unacceptably long. Update: I waited a total of 2 hours and 14 minutes only to be told the representative couldn't assist me. Truly disappointing.
The rewards program experienced a significant security breach, compromising customer accounts without notification. My account was taken over, and all my miles were redeemed for a ticket without my consent. After resetting my password, I faced further issues with a barrage of spam. When I called customer service, I was placed on hold for over an hour only to be dismissed by the agent. I called again and was disconnected after another lengthy wait. There is no email or chat support, and the lack of accountability is appalling.
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