This report is in reference to the most unpleasant airline experience I have ever experienced. I arrived at the airport and was told my bag was over the 40 pounds allowed, while most all other airlines have a 50lb limit. I really dont believe your airline allows for the weight of the luggage. When I started removing items, everyone around me was shocked that I had to remove anything there was very little in my luggage that could have caused it to be over the 40lb weight limit.
In addition, the carry on item, according to your measuring tool, my carry on fit in the compartment that measures what is considered a free carry on, but because it had wheels, the customer service ticketing representative still made me pay the additional $43.00 for the free measured carry on item. So honestly you DO NOT have competitive pricing because you make it up in your fees. Your advertisement is pure suspect and very misleading and borderline fraudulent business practices. You dont even offer free water.
I got through this ordeal still trying to stay positive and not have to arrive at my destination in frustration because of your misleading processes. I am going on vacation and I dont feel starting off my trip in pure humiliation is a good marketing tool for your airlines. Instead this should be a very pleasant interaction, IT WAS NOT. Your customer Service at both the LAX and MBJ was horrible.
Not only did I leave from LAX frustration, I also returned in the same frustrated mood. Even though I thought I would give your airlines the benefit of the doubt, I truly cant.
My return trip was also very frustrating. I left my passport in my friends briefcase in Negril and had to turn around and go back to Negril. I still got to the airport by 1:46pm. However, upon entering the airport, I was stopped by a customer service representative who told me she needed to weigh my luggage. When it was weighed she informed me it was overweight so I had to stop and rearrange some of my items, which caused me to get to the ticket counter at 2:06pm. My flight left at 3:04, I was supposed to be checked in by 2:04pm I was two minutes late, I explained to the representative, I had to go back to Negril to get my passport and that me being stopped to weigh my luggage caused me a two minute delay. She WOULD NOT check me in for my flight. I had to walk away from the counter in order to not lose my temper. I said to her I have insurance on my ticket does that not account for anything she said she has nothing to do with the insurance. I said what the heck does this mean you have nothing to do with the insurance, I purchased it through your website. At any rate, I had to immediately contact the person who brought me to the airport to have him turnaround and come back and get me.
Because of being two minutes late, I had to pay an additional fee to fly the next day. I had to pay an additional night at a hotel; I had to spend additional money for food. I had to spend additional money for transportation and I missed two very important business meetings because your representative would not book me on my flight for being two minutes late.
I am asking for a refund of my additional out of pocket expenses of $205.00 because your agent would not accommodate me and get me on my flight because of two minutes , and $86.00 for being overcha rged for a luggage that measured by your measuring tool as a free carry on item. This is ridiculous and I just cant believe the horrible experience and frustration of this airline. I was reading all the comments and complaints about your airlines. My question is DO YOU READ the comments because it seems you are doing NOTHING to correct the issues. Making money should not be your major concern, but retaining clients should. You dont seem to have a system that works in retaining customer. You lure customers in by your misleading prices, but we really arent savings when you consider the frustration and ALL the additional fees.
Because I was brining in gifts when I arrived in Jamaica to friends I had to be searched and ALL my contents emptied out and searched. This was still not as humiliating as being overcharged for luggage when in fact the luggage measured as a free carry on. This was still not as humiliating as Spirit not checking me in because of a two minute delay caused by being stopped entering the airport which caused me not to get to the counter because my luggage had to be weighted. I am travelling abroad; I am not sure what the process/procedure is on weighing in the luggage prior to reaching the check in gate. When I arrived, I told the person I was travelling with Spirit; she said I need to weigh your luggage. I did not know if she worked for spirit and whether she was there to assist Spirit. Because she continued assisting me after I told her I was traveling with Spirit made me think she was going to weigh me in and then take me to the check in so it appeared this is just the process. Had I know, I would have never stopped to get weighed in prior to just going straight to the check in counter. The same process happened at LAX, when I arrived, the person stopped me and told me to weigh in my luggage as well as check in at the kiosk. Because I was travelling Internationally, I could not check in at the kiosk and was escorted to the counter by the same rep that stopped me to weigh my luggage.
I need you to explain to me what was my purpose of purchasing insurance? I need you to tell me why the representative didnt try to get me scheduled on my flight for two minute delay. I need you to tell me why was I still charged $43.00 (total $86.00) for my departure and return flight for luggage that measured as free by your measuring tool only because my carry on had wheels? This seems like a scam to just make money and you know we cant dispute this because we want to get to our destination and we want to return home. Its not fair and I dont think as a customer I should have to experience these kinds of things that COULD BE AVOIDED. I do understand some things cant be avoided, but these things could have been avoided.
I am in the business of sales, I am a Real Estate Agent. I do whatever it takes to retain customers and get referrals. I know that you cant satisfy everyone, but my customer service skills say you can try, but that you NEVER try to take advantage of or mislead customers. So I know first hand about great customer service skills. I work out ALL situations for my customers because I realize they are the ones who make me successful at my business. I hope you will start to do the same.