Dear Congressman Cory Gardner,
I am writing you about the poor business experience I have experienced with Allegiant Airlines. I had travel booked for two separate trips which I had to cancel due to a work injury. I have had 2 epidural injections due to pain in my C6/C7 vertebra in my neck. I have spent $568.90 on two round trips from Fort Collins/Loveland Airport to Mesa/Gateway Airport. I heard on the news about Allegiant pulling service while watching the news in September. The remaining airport locations in Colorado Allegiant flies from: Montrose, Grand Junction and Colorado Springs are two and a half hours away and do not fly to
Phoenix/Mesa, Arizona (restricted route map).
I have sent numerous emails requesting the value of both tickets for itinerary numbers D615724 and D586721 be refunded. I tried calling in several times and all I would get is a message that stated due to a high call volume your call cannot be taken at this time and then it disconnected on me. You can imagine how frustrating this is when you do not get any other options to choose from to speak to someone.
Today, July 31, I called and actually got through to customer service after the fact when I needed to cancel my itinerary. So I let the itinerary cancel itself but it only shows a credit for the checked back portion only. I waited 20 minutes on hold on a Tuesday afternoon which really is unacceptable for a call center. I spoke to a rep on the phone and she told me to cancel my itinerary cost $50 each leg (which I was not aware of). While I did not purchase the travel protection due to limited funds I am asking that you make an exception. I really need the combined airfare for when my grandmother passes away. She is in
hospice now and taking it a day at a time. I would like to have both itineraries available to use for credit without penalty please. I need the credit for these itineraries to purchase a new ticket soon for when I need to travel to Mesa, AZ for my grandmother's funeral. Thank you for your consideration. (This was before Allegiant announced discontinuing service from
Fort Collins/Loveland Airport).
First Contact - Sent certified letter received August 6, 2012
Emails: Allegiant August 5, 17, 21, 30; Sep 25; Oct 17, 2012
Calls: Allegiant 4 times (when they answer the phone). They said to wait 4-6 weeks to have someone process request (from the date of 8/17/12).
I have tried to call Allegiant several times at 3pm MST and your automated message said we are unable to take your call right now...please go online
Current Phone Calls Made:
Sep 2012 - I just received word that you are suspending service out of Fort Collins/Loveland Airport as of October. Since I am not able to travel due to injury, I am expecting a refund back to my credit card for both itineraries. Now due to discontinued service, having the refunded amount applied as a voucher does me not good since I cannot fly out of the city in which I reside. I expect Allegiant to refund BOTH itineraries to my credit card please (one expires in 12/2012). I have sent written correspondence and have not received any written word back other than a general bounce back mail. Please call me at
(970)371-1757. (All I was told is that they would forward my request to Customer Service).
October 17, 2012- Called and the person I spoke to just said I will forward your request after I told her its been over 60days when it was stated should take 4-6 weeks.
October 18, 2012-Filed a complaint with the BBB of Las Vegas against Allegiant Airlines.
I would really like this matter resolved and very disappointed in Allegiant. I am curious to see how many others are in the same boat as me. This is ridiculous and wasting precious time writing letters, making phone calls since this past July. At the end of October, I did receive a check from Allegiant for $76.36 of the unused airfare (which I have not cashed because that would "resolve this matter as per Allegiant if I did). I told Allegiant that I needed the money back do to my grandmother's
declining health. She passed on November 3rd and I then had to purchase "new" airfare on Southwest for $700!
Thank you for your time in helping me address this matter with Allegiant Airlines.