[MLDelany@aol.com]

Alaskan Airlines


Dear Customer Care, Alaskan, AA, and Horizon Air:

I am disappointed with services provided this week through Alaskan Airlines and via code share partners American and Horizon air.

I purchased roundtrip flex fare from Alaska Airlines from Arcata, to Miami and back. Location code OMJTVM. Unfortunately an incident similar to last year's Reference # 453098 Alaska Airlines Ref # 496148 Priority 079737625 occurred again, this time with some additional actions by Alaska Airline, LA station Supervisor (March 21, 8pm PST) "Linnea".

After arriving at MIA at 12:15 P.M for return flight 1210, American Airlines 1:20 departure I waited on a short line for more than 45 minutes to receive a Boarding Pass, the agent refused to allow me to make the flight and instead rebooked me on the next flight out, scheduled to arrive in LAX at 6:55, for a 7:37 Horizon Air departure for Arcata. This flight, instead, arrive LAX at 7:20, with no provision to continue to Arcata.

I'd contacted Horizon to reserve the last available flight on Sat to Arcata. Horizon refused to take the reservation as I was holding one for 7:37 (Horizon Policy).

On arriving at LAX I as directed by Alaskan Airlines to contact the service counter for Hotel and next flight out. Instead, the service desk somehow determined this was my fault, and that I would have to wait until Monday, for "next available flight." This was not my fault, I arrived an hour early as directed by the contract of carriage issued me, and Alaska Airlines partner American Airline re-booked the ticket for an "improper interval" of 42 minutes, with no other connection reservation, although one was available on the next flight out, Saturday, direct to Arcata.

I requested a hotel voucher and ticket, Alaska called American and directed me to leave the terminal and "go see American." I asked Alaskan Airlines service agent Jeanette, to confirm this arrangement prior to my leaving the Alaska terminal. Jeanette and American conferred and determined there was no responsibility on Alaska's part, or American's part although I still hold a flex fare ticket to Arcata, from Miami.

I question this persistently with both Jeanette and her supervisor Linnea. I contracted for transportation to Arcata, from Miami... and paid for this, $1,213.50, via Mastercharge. However I was stranded in LAX with each partner blaming the other. I insisted Alaska sort this out and provide passage on next flight out, and if overnight delay, a hotel room. Instead, while on the phone to Alaska Airlines central reservations (Slyvia), Linnea called the LAPD and TSA to remove me from the terminal!

When the company you are doing business with calls armed men to remove a customer complaining of poor service, the business relationship is pretty much over. I think everyone present agrees that Alaska Airlines supervisor Linnea overreacted. Many customers were present at the service desk at that time with similar complaints, and mishaps.

The LAPD officer (badge 519) and I discussed what he observed that warranted this action. He said "I saw nothing." Alaska Airlines simply reported something and requested I be removed. I was holding for customer service at the central 800 number for the 15 minutes after Alaska Airlines booked a flight from LAX to Portland, then Arcata for Saturday.

The staff's behavior is inexplicable, and unforgivable.

I would appreciate compensation for the return flight, not delivered, $606.75, the hotel and food, approximately $200.00. An apology and the removal of Linnea from a supervisory role seems the minimum I would expect Alaska Airlines to do, for her abusing her authority and retaliating against an Alaska Airline's customer without cause.

The police are not to be indiscriminately used as agents of Alaska Airlines for resolution of simple disputes. I hope you agree that police are called there is potentially a dangerous situation, not when a customer requests a hotel voucher, and insists that the airline deliver him to his destination in a timely manner.

As I was being lead away, customer care/reservations came back from hold, with the answer I expected, "Send us the hotel bill." Unfortunately Alaska Airlines staff considerable raised the issued, jeopardized the safety of us all, and embarrassed and cast aspersions on my character.

Is this how you want to run your airline?

I await your response. Meanwhile I will follow-up this complaint with the LAPD, the DOT, my elected representatives, AA customer care and other consumer recourse.

Sincerely,

Marc Delany



Marc Delany
PO Box 570
Prescott AZ 86302

cc: Senator Mc Cain, Congressman Rick Renzi, DOT

[Silent Bob]

Dude they didn't determine this was your fault, it literally was your fault. You arrived at 12:15 for a 1:20 flight. You stated you waited in line for 45 minutes which would have put you at the counter at 1 pm, that means the flight was closed for check in 10 minutes prior to that (12:50 to be precise). Guess what? You were late for your flight. They were not blaming each other, they know you were late for your flight, so there is no reason for the airline to blame one another and neither one will accept responsibility because they don't have to. Then you proceed to badger these people for a hotel room that you did not deserve due to your own lateness and then you become so enraged that they call security on you. Of course the cop didn't see anything because 1) he arrived after the fact and 2) who blows up even more in front of a cop? (unless your drunk, and not saying you were). "But the contract of carriage says..." no its not just what the contract says, you have to get yourself to the airport with enough time to get to the counter, checked in, and get through security. You obviously did not leave yourself enough time to do so and paid the price, so now how is that the airlines fault?

I doubt you'll be recompensated for this, at best you may get a travel voucher for future travel, but they (the airline) won't reimburse you for this, especially if this is the letter you sent. You only help make their case more so than yours

[MLDelany@aol.com]

Should customersignore the ticket advice printed by that airline as "bad advise" and automatically know better? Southwest can check you in (no baggage to check this flight) in 5 minutes, or online..ahead of the flight.

American takes 45, then security another 20 (in this case)... Seems reasonable to you huh? I take it you work for Alaska. I already disputed the return fare, not delivered, with the credit card company. Why would a customer have to buy and book a new ticket from halfway home?

Time was of the essence Bob, that's why I flew. Customers are not rugs. Alaska was in the wrong.

[Silent Bob]

No I don't work for Alaska, but I fly quite frequently. Any airline can check you in, in minutes. It only takes two minutes to check in for a flight. But let's say your flight is at 2 pm, no airline will check you in at 1:55 because by then the doors are closed and the plane is ready for push. Now listen to what you just added to your previous statement: You arrived at 12:15, you got to the counter 45 minutes later. Even if it took them 2 minutes to get you checked in, then that gives you 18 minutes to the gate. Heck not even 18 minutes, try 8 minutes to get through security and to the gate. Because if you are not at the gate 10 minutes prior to departure, they shut the door on you. Were you late for your flight? Yes! Should the airline be held responsible? No. Should you throw their contract of carriage in their face for your lateness? No. Were they in the wrong for callin the cops? No. Should you be compensated for your lateness? No. Time is of the essence sir, but you obviously didn't factor in time when you arrived at the airport at the time you did.

[MLDelany@aol.com]

I'm glad you finally understand and agree Bob, it should have take 2 minutes, it took 45...
When I complained of being stranded in LAX for 2 days they called the police... Stick to the facts at least Bobm 45 minutes is 10X too long, as you pointed out.

[Gromit801]

1. Why weren't you there 2-hours before your flight, per industry standard carriage of contract?
2. Why didn't you use the self check-in?
3. Why are you dragging Alaska Air into a beef you have with AA?

With a previous incident as you cited, you'll be lucky if you get to fly on either airline again.

You're making assumptions that the staff overreacted, because you're such an angel. I'll make the assumption that you were a raving jerk to the staff.

No, I don't work for Alaska, Horizon, or AA (or any air carrier).

[fogcityite]

I have known Mr. Delany for nearly 15 years in both work and social situations. He is one of the most polite people I've ever met. I have never seen him behave in a manner one would consider that of "a raving jerk," Gromit801. I'm not sure why you feel it necessary to impugn Mr. Delany's character based on the facts he has provided, but perhaps you could follow his example and stick to the facts. It does seem to me that if the contract of carriage stated an hour, and he was booked on flights that did not provide sufficient transfer time because a partner airline disregarded the appropriate interval time, then it is the airline that is at fault.

[Butch Cassidy Slept Here]

It appears this is a significant point leading-up to the bogus call to the cops.

Airline computer systems appear to be programmed to allow tickets to be sold, on a "connecting flight" itinerary, in cases where there is either no chance, at all, of the customer reaching the connecting gate before "close-out" time, or, said chances are very slim. In most instances, the airlines probably, with a straight face, justify this practice on the basis that the interval between flights is "legal" connecting time. The problem is, "legal" connecting time, at large hub airports, is completely out-of-touch with reality. Thus, another reason for re-regulation of domestic air travel. Or, another loophole that the airlines are abusing the hell out of.

Try looking at the connecting times American Air has, in Miami, for its flights arriving from South America. For a number of connections, there is simply no way any human being (of US citizenship) can clear Customs & Immigration, then run like hell, and still reach the connecting gate before "close-out" time.

With respect to flights originating at an airport near my home--Billings, Mont. ("BIL"), Northwest Air plays a similiar game. The two Northwest flights leaving Billings each day have their first stop in Minneapolis ("MSP"). For most Billings customers, MSP is a connecting point. At MSP, for Northwest, the Billings arrival/departure gate can be as much as a mile, or more, from the connecting gate. Still, many flights out of Billings show a connecting time of only 30 to 60 minutes. When the "close-out" time, at the connecting gate is figured-in (at MSP, Northwest really gets their cookies off when it comes to enforcing "close-out" times), a 30-minute connection time is reduced to 20 minutes--or less! Again, these ridiculously short connecting times are all "legal."

Sometimes, it's better to face reality, and schedule an overnight stay at a connecting airport. Or, in the case of cities like Miami, use Amtrak for the remainder of your trip if your arrival time allows you to get to the train station in time. Either way, you'll arrive at your destination in better physical, and mental, shape.

[Gromit801]

Originally Posted by fogcityite

I have known Mr. Delany for nearly 15 years in both work and social situations. He is one of the most polite people I've ever met. I have never seen him behave in a manner one would consider that of "a raving jerk," Gromit801. I'm not sure why you feel it necessary to impugn Mr. Delany's character based on the facts he has provided, but perhaps you could follow his example and stick to the facts. It does seem to me that if the contract of carriage stated an hour, and he was booked on flights that did not provide sufficient transfer time because a partner airline disregarded the appropriate interval time, then it is the airline that is at fault.

He didn't post any facts concerning the way he was "treated."

He posted opinion, and some possible facts none of us can verify.

I am around airports a lot, and I see passengers go off on counter staff regularly, mainly because they can't get their way, dues to a problem the passenger themselves created.

Contract of carriage is two hours. I have yet to meet a traveler who doesn't know this.

[Butch Cassidy Slept Here]

MR. DELANY:

With all due respect, Sir, you DON’T sound like a well-worn “road warrior,” but rather, an occasional air traveler. In addition to my comments below, you may find the comments on one of my “Profiles” of interest. The link, to said profile, is, also, below:


http://groups.google.com/groups/prof...o7PylW0wCVGllQ

Finally, I noted the “copy” to Senator McCain in your original post. I wouldn’t expect him to be of much help right now. Hopefully, by December, he will have a LOT of time on his hands!



GROMIT:

You know what, Gromit, if Mother Theresa were re-incarnated, and worked at the customer service desk of a US-based airline—people would be cursing at HER!! WHY?? Because US airline managements have devised an endless systems of rules, surcharges, contracts, discretionary powers, and various other forms of contrivance, which are so complex it makes the US Tax Code look like a Dr. Seuss book! Indeed, like the Tax Code, the spider web of deceit, er, “rules,” which the airlines have, involve, literally, dozens, of points at which an “error,” or oversight, can result in a “penalty,” otherwise known as an “additional collection,” running into hundreds of dollars. And, if you “wince” while the airlines, verbally, spit in your face, and/or steal your money, you’ll get to meet their new “customer service” agents—the police!

As an example of abusive airline rules: I’m sure many who view these posts have read of cases, or have, themselves, directly, experienced a situation where you have a customer who is, not drunk, not assaultive, and arrived at the gate prior to close-out time. And, because a gate agent, or flight attendant had a “bad hair day,” or had a major problem with Arabs speaking Arabic (I am NOT an Arab), they were escorted off the aircraft, and/or out of the gate area, by jack-booted storm troopers. At American Air, for example, a “bad hair day” is all it takes to find yourself off the aircraft, and standing on the curb in front of the airport! The “Acceptance of Passengers” section, of American Air’s contract of carriage, (SEE LINK BELOW) is written so vaguely one could, literally, have the Pope kicked-off the plane. Fortunately, for His Holiness, he and Alitalia seem to have a good working relationship. Such vagaries would be enforceable in few, if any, State courts. That the airlines are able to “hide” their contracts of carriage behind Federal regulation allows such travesties to be perpetrated upon the consumer.


http://www.aa.com/aa/pubcontent/en_U...jsp#AcceptPass


Thus the tangled web of, Federally supported, deceit, by US-based airlines, results in many families and grandmothers being placed in the position of submitting to robbery, or forgoing a long-planned vacation, or visit. Those fortunate enough to escape the previous offenses can run the risk of encountering the borderline sociopathic personalities of some US-based airline employees and their jack-booted police “enforcers.”

With respect to that last point: I have NEVER had the experience of, even, being the target of a threat from an airline employee. As a loyal Democrat, I find it a national outrage that airline employees have, somehow, been given the authority to suspend the US Constitution in the air and on airport property. Airline employees should be as concerned, as anyone else, about this attack on our liberties. Until then, the “enemies of the State” are NOT those law-abiding, albeit naïve and gullable, domestic air travelers, but rather, airline managements; their enablers who work for them; and many TSA Officers.

[Silent Bob]

I think we're kinda going off the beaten path here as we're missing the whole point as to WHY mr delaney was escorted off airline property in the first place. Butch, I think your examples are a bit extreme and it makes it seem like walking into an airport is like walking into some sorta nazi regime, where are all of our freedoms can get taken away if we sneeze at a person wrong. Since you've never been on the receiving end of being escorted from an airport, we can consider most of your points moot. I know a few members of NY/NJ port authority, and they are not at the beck and call of airline employees because if that were the case you'd see lines of officers escorting people to jail. From my understanding (and this come from the mouths of the officers) if a person acts in a threatning manner, catches a temper tantrum, threaten physical harm to anyone, or if a person behaves in a manner that is unsafe to themselves and the persons around them, then and only then is an officer called. We don't know the extent of Delany's case, we only know his side of the story, but if it got to the point that an officer was called, then something went down that warranted it. Why was the officer called in? Because mr delany persisted with the agents that he deserved a hotel for his own lateness, which can be deduced just by reading his own complaint.

Its true we give up some of our constitutional rights i.e. our right to privacy as our personals are looked through, or even our freedom of speech (can't say, even in a sarcastic manner that you have a bomb) but that has nothing to do with the airline industry, more so from our goverment. The airlines doesn't search our bags, or makes us empty our wallets, that's TSA. When we come back to the US from another country, we have to deal with custom agents. The airlines don't own the airport that we walk through. For example JFK, LGA, and EWR (Which are in my area) It's the port athority of NY and NJ that runs the show, the airlines lease the space. The airline agents don't have dogs that sniff you down for drugs, or make your go through random checks because of 4 little letters on a ticket, and the airline agents don't escort you out of a building for being rowdy. Sorry butch, but the airline industry in no way shape or form suspending our constitutional rights, our goverment is the one that does that to us. and by us stepping foot inside the airport, we agree to it. Not voluntarily, but we do.