Horizon - poor service to Victoria BC
Written: Oct 09 '05
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Product Rating:
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Pros: usually a good airline
Cons: An employee screws up, I'm inconvenienced, and they defend her actions.
The Bottom Line: Alaska is usually a good airline. However their policy in Seattle regarding baggage accompanying travelers in-transit, well I will travel a different airline if I have the choice.
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| jimgoatcher's Full Review: Alaska Airlines |
I have lodged a complaint with Horizon Air for the following activities that took place on August 31, 2005 at the Seattle Airport:
I was traveling from Bismarck ND to Victoria BC. My itinerary was as follows:
a. Bismarck to Denver, flight 6672, United Airlines, arrived at 1:42 pm
b. Denver to Seattle, flight 753, United Airlines, supposed to arrive at 4:43, actual arrival at 5:40
c. Seattle to Victoria, flight 2076, Horizon, departing 6:17
3. The flight from Denver to Seattle was late by an hour.
4. I got off the flight and basically ran to the Horizon departure gate and got there around 6:05, they had just announced final call for the flight.
5. I proceeded to the departure gate and was refused to board the plane because my checked bags were not going to make the plane.
6. I was told by your staff member Bonnie (who refused to give me her last name) that your policy was that my bag must accompany me on the plane.
7. I explained to Bonnie that my bag was with another airline (United) and that I have got on lots of flights in the past where my luggage never made it on the flight.
8. She refused to allow me to board and basically offered me to speak to her supervisor. At the same time she informed me this was company policy, so I felt it was pointless to discuss this with the manager. I also did not have time to waste arguing over a rule that made no sense when I could be on a flight with United.
9. When I checked in with United and told them the story they told me that they do allow passengers to board planes without their luggage since they are in transit and their bags are in the system. They also told me that Horizon staff in Seattle always refuses United passengers who do not have their luggage when United is referring passengers. They say you do this to save the charge of delivering my bag to my hotel/home.
10. This action of your staff forced me to take flights that night on Air Canada, through Vancouver, to get home to Victoria.
11. I would also like to stress that your company failed in getting me home to my daughters 19th birthday dinner. Something I will never get back. 19 is the age that BC youth can legally drink, so it is the equivalent of a 21st birthday in the USA.
12. I have since called Horizon reservation where I explained my story and they told me the following:
a. That it is not your policy to refuse passengers who are in transit and ticketed, but do not have their luggage.
b. They also said that a note was filed that stated that I showed up to the flight late, which is a lie.
c. Obviously your staff (Bonnie) is covering her behind by saying I was late. Now it comes down to her word versus mine. However, you can check the records on when flight 753 arrived and calculate how long it would take to get from gate N to gate S (approx 10 to 15 minutes).
Recommended:
No
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Epinions.com ID:
jimgoatcher
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Reviews written: 1
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