Everyone has heard the saying, “It takes two to tango.” In the airline business it takes management working together with labor to create a good atmosphere for customer service and for on-time operations. Unfortunately, ultra-low-cost-carrier Allegiant is on the outs with its flight attendant union. Here are the questions they are raising.
The Transport Workers Union, which represents Allegiant flight attendants, is, in their words, trying to make the company better. But, they are being frustrated by management’s disregard for customer service and commitment to airports they choose to serve.
While most labor-management tussles have to do with dollars and cents and work rules, this one also has to do with how the company treats its customers, making it somewhat unique.
When deciding on a flight, just like with its ultra-low-cost brethren, Spirit Airlines, take a close look at the final price. Calculate the value of your vacation vis a vis flying from a remote airport and lack of customer service. If the deal works for you, at least you will be purchasing your tickets with eyes wide open.
On time is abysmal
Allegiant is too small to have to report its on-time records to the Department of Transportation (DOT). However, just because they don’t make formal reports doesn’t mean there are no problems. Here is a list of problems reported earlier this week on the willallegiantbethere.org site set up by the flight attendants.
6/24/2013
Flight 791 originally scheduled to depart Laredo, TX to Orlando/Sanford, FL on June 23, 2013 will now be operating as Flight 1791 on June 24, 2013. The new scheduled time of departure out of Laredo is 9:00 a.m., arriving in Orlando/Sanford at 12:45 p.m.
Flight 502 originally scheduled to depart Las Vegas, NV to Santa Maria, CA on June 23, 2013 will now be operating as Flight 1502 on June 24, 2013. The new scheduled time of departure out of Las Vegas is 10:30 a.m., arriving in Santa Maria at 11:45 a.m.
Flight 503 originally scheduled to depart Santa Maria, CA to Las Vegas, NV on June 23, 2013 will now be operating as Flight 1503 on June 24, 2013. The new scheduled time of departure out of Santa Maria is 12:25 p.m., arriving in Las Vegas, NV at 1:35
The site notes other issues with links to news stories, like a 21-hour flight delay in Punta Gorda and strandings of 1,700 passengers for days,
The site also presents what they call an “Un-route Map” to show how the airline management will start up and then abandon airports after only a short time operating. Flight attendants are so irritated with their management they have begun advising localities to “get a commitment in writing” before they bring Allegiant service into their airports. As their union VP says, “…it’s simple fairness to let people know that the company seems to view every route and every community as a short-term opportunity, not a long-term relationship. We don’t think that’s the right way to treat passengers – or employees.”
Finally, the flight attendant website warns customers to take a good look at pricing. When maximum fees are charged, the round-trip total of the flight can almost double. Click here for a full explanation of Allegiant’s fees.
Plus, with such limited service and no relationships with other airlines, Allegiant passengers are at the mercy of the airline when it comes to delays or cancellations.
This is a “buyer beware” story for passengers brought to them from an airline’s flight attendants. It should be a wake-up call for consumers and a lesson that cheap airline tickets come with limitations. Balance the benefits of multiple flights, DOT on-time statistics, limited fees (at least for carry-ons, check-in, lower-priced checked bags) and customer service before plunking down your money for airfare, no matter what airline you choose to fly.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
