[Bill from Kalamazoo]

We have flown Direct Air approximately 10 times from Kalamazoo to Punta Gorda, FL. It is tempting, because it's non-stop and reasonably priced. However, about 1 out of every 3 times, something has gone wrong, and when that happens with Direct Air, they have no additional planes, staff, or infrastructure to support a "Plan B". Last night was a great example - the plane was 3 hours late (I checked online all night), so we arrived 90 minutes prior to the new departure time, only to be told that they had to go to a smaller plane, due to mechanical problems, and that smaller plane was already all filled. Thus, they told us to go home and they would contact us. It's now 12 hours later, no one has contacted us, and the Direct Air phone line is completely overloaded so no one can get in. My advice, play it safe and go with a major airline.

[A320FAN]

Direct Air is a "virtual airline" that operates aircraft were ever they can lease them and who ever is willing to lease them the equipment at attractive rates. The only thing I can recommend is continue to call ever 10 minutes until you get through to a live operator. In the past they have leased aircrafts from JetBlue, Virgin America, and other airlines.

[birdbaby]

DirectAir has a terrible customer service. Try to call them and as others have experienced it is impossible to get through. I tried repeatedly for over 12 hours to call after making an error on a ticket. Yes- I made an error but tried to call immediately so that no revenue was lost by the airline - or whatever they are?? After hours of frustration I got through by looking up the phone number in Myrtle Beach. I got an answer and then was put on hold for one (1) hour. The person I got on the phone was unsympathetic and unknowledgeable. She kept putting me on hold - and when I asked to talk to a supervisor I was told that I could not. That did it - I wrote DirectAir, my federal and state reps, the local airport board, the local airport and the FAA. I received a response from the local airport to call 843-916-9700 and ask for Pat Small. In the meantime I contacted my credit card company and sent a formal complaint to the FAA Consumer Complaint Line and the Myrtle Beach and my local Better Business Bureaus. DirectAir is subsidized by our tax dollars to fly out of regional airports so you are already supporting this company HOLD THEM ACCOUNTABLE to be good corporate citizens. Pass this on!! Additionally I found out that all airlines are required to list how you can submit a complaint to the FAA. I have not found that on the DirectAir website. I am going to look again but if it is not there they are in violation of FAA rules

[Bill from Kalamazoo]

I had the same problem as birdbaby when I tried to call Direct Air. They PROMISED to call me on the morning after my flight was cancelled, but never did. I called them literally every 2 minutes from 7 AM to 10 AM and all I got was: "the circuits are overloaded - please try your call again later". Finally, I drove to kalamazoo airport only to be told that Direct Air could neither accommodate me on any of their flights, nor could they get three seats on any OTHER airline. I finally had a temper tantrum with me and VOILA, 3 seats suddenly became avaialable on their 1:30 PM flight. My only advice is to use Direct Air ONLY when you don't HAVE to be someplace at a specifc time. If your travel plans are flexible, Direct Air is a good deal, but they have absolutely ZERO contingencies for any weather or maintainence problems, and their customer service is poor beyond description.

[jbartlow]

Did you know Direct Aiir charges a 'convenince fee' of $15.00 per flight or $30 for round trip ticket. It is stated they will charge convenience fee if you purchase ticket on line or over phone but that the fee is waved if purchased at the airport. However, I purchased my tickets at the gate and was still charged the fees.
I called Customer service and was told to email customerservice@myrtlebeachdirectair.com. I was told on the phone that I would get a refund as this was billed in error. The ticket agent at the airport told me that this was an error and I would get a refund.
I sent an email to address above on August 7. I resent email 3 times and finally on August 20 got a response denying my claim for refund of convenience fee.
That's all! The convenience fee is for using the 50% fare...????
What's with this airline?
I am filing a complaint everyplace I can find as this is just wrong.

[Maineflyer]

I would like to caution anyone against dealing with Direct Air. From what I have read, they knew in September 2011 that they were cancelling all of their flights to Puerto Rico. We bought our tickets in May 2011 and put down a 50% non-refundable deposit on a vacation home in September 2011. We were notified on Friday (It is now December 2011) that they had cancelled our flight.
What I find challenging and frustrating is that if we had doubts about the flight in September, we would not have put down the deposit on the home. We lost $1200. I am sure there are others because they cancelled thousands of flight. At least, this was there response when I asked if there was anything they would like to do for us as a goodwill gesture since they really should have called us when our flight was cancelled. Or maybe that is not their obligation? Thoughts?
Peace to all.

[screennamie]

I don't know of one airline that will call a passenger in regards to a cancelled or delayed flight. The exception may be to a premium passenger or frequent flyer. Even then it is more than likely an automated message regarding dates and times from what an agent has input into a computer.

Passengers are responsible for your own reservations and confirmations. Every time an airline books someone you'll get a record confirmation number or locator of somekind which you can look up.

On top of it all Direct air is a simple charter operation so according to law they're not a scheduled air carrier. Basically buyer beware, there is a reason you are getting a cheaper ticket and paying for baggage.

[Maineflyer]

Hi Screennamie. I was not aware of those laws. I do appreciate your help. With regard to Direct Air, they do state the following on their website. If this is not true, I think it should be removed from the terms and conditions section - Do you agree?
If Direct Air must cancel the Charter Flight ten or more days before departure, Direct Air will notify the Passenger in writing within seven days of cancellation

[jimworcs]

If that is part of the T&C's, and you can establish that their failure to notify you caused you actual losses, I would take that to the Small Claims Court. They created an obligation, upon which you relied, and they are responsible for your losses for their failure to meet their obligations.

[Maineflyer]

Thank you sincerely, Jim. I think I will go that route. I really hate to think that their are other families who are in my situation or might be shortly (as they are in the middle of a big holiday promotion right now).
I appreciate your taking the time to respond - and I'd like to add that my mother's family is from Shropshire - what a small world.
Thanks again!

[hamidf]

Same story as above. Booked a vacation for my family of 6 from Buffalo to Puerto Rico in April 2011 for travel in March 2012.
Unfortunately we were notified that our flight cancelled in December 2011 - without any alternatives offered.
Very frustrated because most flights out of Buffalo for March break are now booked.

[Msarangi]

My family ties was expiring in Oct 30 - I start calling in sept to book a flight to florida and there were no seats available for 2 months - when you call the call center, you are kept waiting for 30 minutes and then they are not much help... I ended up losing the vouchers - they would not refund or extend the expiry date - if you went to the website and bought the flight, there were available dates but they would not give it for familily ties - what a scam....... Don't fly direct air

[Msarangi]

I purchased 2 tickets to Nassau for Dec 30 departure in May 2011 - got informed in early Dec that the flight was cancelled - I called the call-center many times and could not get through even after waiting 30 minutes - finally got through after waiting 40 minutes. I explained that I had pre-booked a hotel which I could not cancel becaue I had pre-paid the money so needed a flight to Nassau - too bad - the only thing they could offer is a flight to Florida - that's not helpful because I would lose over $2k in pre-paid hotel in Nassau - after another 20 minute discussion and no solution, they would refund the money to the card I booked it under but I cancelled the card and went to a new card but they would not refund the money to the new card - so I have not got the money - I have written to the Customer service but no response - any advise on how to get my money back _ HELP....