Below is a letter I wrote to Allegiant explaining my problem.
Allegiant Travel Company
ATTN: Customer Relations
PO Box 401026
Las Vegas, NV 89140
August 19, 2010
To whom it may concern:
Today, I was on Allegiant Air flight 426 from Las Vegas to Springfield, MO. I was charged $35.00 to check a carry-on bag today. This bag was the exact same bag that I used flying to Las Vegas 5 days earlier without a fee. I explained that to the gate agent in Las Vegas. She gave me the costumer service number to call to register a complaint. I paid the $35.00 and watched passenger after passenger board the flight with bags as large or larger than mine which is a standard carry-on bag. It’s the exact same bag that I’ve used on Allegiant Air on several flights to Orlando as well.
Once I arrived in Springfield I collected my bag and went to the Allegiant Gate to talk to an agent there. The bag fit into the form there. I have a picture of it as well that I’ve included with this letter. The gate agents in Springfield were helpful and gave me the same number I received in Las Vegas.
Once I arrived home, I called the customer service number and talked to a lady by the name of Paula. That was the only information she would provide. I asked for an employee ID number as well but she did not provide that. I understand that she was following company guidelines established by Allegiant and can’t blame her for the experience. She explained that I had to write a letter, an actual “Snail Mail” letter. So, after wasting time in Las Vegas and Springfield talking to gate agents, then wasting time on hold and then finally talking to a customer service representative who couldn’t help me, I’m now wasting time writing a letter to request a $35.00 refund on a bag that shouldn’t had had to be checked in the first place.
They say that when customer has a bad customer service experience they are likely to tell 10-15 people about that experience. In a digital age that number increases rapidly because of social media like face book and twitter. For example, I have 600 followers on Twitter and 1,500 plus friends on Facebook all who know about my bad experience today. I travel a lot and up until today have had very positive experiences on Allegiant.
Enclosed with this letter is a photo of the bag fitting into the form, my boarding pass, and my claim ticket. The other frustrating part of this experience is the fact that everyone I talked to gave me a phone number to call, not an address to write. It would be helpful if your employees knew the procedures and didn’t further aggravate a bad experience by sending customers on a wild goose chase to realize there isn’t a person they can actually talk to about their experience in customer relations.
So, I am requesting a $35.00 refund for the checked bag that I was required to pay for today.
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