Happy New Year from America West
Written: Jan 09 '06
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Product Rating:
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Pros: The plane didn't crash.
Cons: Most incompetent fly by night airline ever.
The Bottom Line: Avoid this airline. The headaches far outweigh the lower prices
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| canuckflyer's Full Review: America West |
We flew for the first time with America West from Puerto Vallarta to Phoenix on December 31, 2005. In Phoenix we changed planes for the final leg of our journey to Vancouver B.C. later the same day. We had confirmed our reservation through the America West e-mail service on December 30 and had received no indication of any potential problems in completing our trip as scheduled. When we checked in at Puerto Vallarta, we were informed that the Phoenix to Vancouver leg of our journey was overbooked. The Puerto Vallarta check-in agent informed us that while originally there were no seats for us on the Phoenix to Vancouver leg of the journey, apparently seats had subsequently become available for us.
Upon arrival in Phoenix, we were informed that such was not the case. There were no seats available for us and we were asked to spend the night in Phoenix. We did not agree to spend the night in Phoenix and eventually we were seated on the airplane, although not together.
That was only the start of our problems, and those of the 150 or so other passengers, on that flight.
The flight to Vancouver was interrupted somewhere over what I presume was northern Nevada because of what the pilot informed the passengers was a defective engine de-icer. (While that malfunctioning equipment is not the subject of this claim, that such an apparently fundamental piece of equipment should malfunction relatively early in the flight raises a question about the effectiveness of America West’s preventative maintenance program.) We were informed that we would be required to circle for approximately two hours while the plane burned off fuel to reduce the gross weight so that we could return to an airport and land.
I do not disagree in any way with the decision of the pilot or with the return of the aircraft, as I accepted that the pilot would exercise his or her professional discretion in such a situation in favor of the safety of the airplane and passengers. The decision to burn off fuel and return the airplane to an airport is not in any way the reason for my complaints.
After the fuel burn off was completed, we were informed that we would be returning to Las Vegas. There was no reason given to the passengers as to why we did not return to Phoenix, which is a relatively short flight south from Las Vegas, other than an apparent America West policy that Las Vegas was the nighttime hub for the airline and that a mechanic would be available there. There is no evidence of any potential icing problems occurring between Las Vegas and Phoenix, as the evidence in my possession establishes that the weather on that evening was considerably warmer in Phoenix than it was in Las Vegas. That draws me to a conclusion with the information available to me at this time that the landing in Las Vegas was simply for the operational convenience of America West and had nothing to do with the safety of the airplane or passengers.
Upon landing and deplaning in Las Vegas, all of the passengers were ushered into the departure lounge and informed by America West staff that the plane would be repaired in a short time and that we would resume our journey to Vancouver. Between ½ and 1 hour later, we were informed that the airplane would not be repaired that evening and that another airplane would be provided to take us to Vancouver. Sometime later, likely between 1:30 am and 2:30 am, America West staff informed all of the passengers that no airplane would be provided to take the passengers to Vancouver and that we would be spending the night in Las Vegas. As it was New Year’s Eve, we were informed that there were no hotel rooms available.
All of the passengers were then directed to pick up their luggage from a baggage carousel in another building in the airport. We were then to return to the America West check-in counter to be provided with information about flights from Las Vegas to Vancouver. After spending considerable further time in a lineup, we were informed upon reaching the check-in counter that there were no America West flights that could return our family to Vancouver until January 4. I informed the America West check-in agent that this was completely unacceptable. I asked several times to speak with an America West manager, but was informed that there were no managers on-site other than the check-in counter manager. Not returning until January 4th would have meant missing two days of work for myself, one day of work for my wife and two days of school for each of our children.
At around this time, America West representatives provided us with vouchers to receive a discounted rate at a hotel and with meal vouchers totaling $20 per day per person that were usable only within McCarron airport.
At approximately 3 am while at the check-in counter, the passengers were informed that we would be placed in a room within the airport terminal where the passengers could sleep for the night. I assumed that such a room would contain at least cots or foam pads upon which we could sleep, and blankets. I also assumed that every passenger would be provided for. That was not the case. There were no sleeping facilities in this room other than the cement floor or a few cushions removed from the few couches and chairs in the room. These cushions accommodated approximately 10 people. There were approximately 150 people on the flight, and in this room might have accommodated 30㫀 people at the most. The room appeared to be used as a meeting room and was being used as a storage area at that time also.
The check-in agent informed us that we should return to the America West check-in counter when it opened again at 5 am on New Year’s morning. The reason given for returning at that time was that other airlines would be opening at that time and America West personnel would then have access to those other airlines’ computer systems and would be able to check on the availability of flights on other airlines to Vancouver. By this time it was between 3:30 am and 4 am.
I reach this room around 4 am. I slept in this room for approximately one-half hour between approximately 4 am and 4:30 am. I slept for that short a time because I was attempting to sleep sitting up in a chair (that was all that was available other than the cement floor) and it was very uncomfortable, and the room was quite cold. Neither of the 2 America West staff present in the room seemed able to find a heat control mechanism.
At 5 am, I returned with the one of the people we were traveling with to the America West check-in counter. After sometime in a lineup, we were informed that there were no seats available on other airlines and that our circumstance had not changed since the previous evening. America West still expected us to wait until January 4 before returning us to Vancouver. My friend was expected to fly to Seattle on a flight leaving Las Vegas just before midnight on January 1, and then rent a car at his own expense to return to Canada. I again informed the America West check-in agent that this proposed arrangement was completely unacceptable. I also asked if the America West check-in agent had thoroughly reviewed the available flights on other airlines. She assured me that she had done so. I again asked to speak with a manager, but was told that there were no managers available.
We were told by America West staff that if we stayed in Las Vegas until the America West flight on January 4 that we would have to pay for our own hotel rooms, minus the discount, and that the airport meal vouchers would be the only food allowance provided.
After leaving the America West check-in counter, my friend and I decided to speak individually with representatives from some of the other airlines at their check-in counters in the terminal to determine if, in fact, there were flights available. We first approached two airlines that did not provide service to Vancouver, but we were informed that they could provide us with a number of seats to either Portland or Seattle.
We then approached Alaska Airlines at its check-in counter, as we were attempting to find seats for all eight members of our two families. After standing in a lineup for over 1 hour, we were informed that Alaska Airlines had 8 seats on a flight to Vancouver at approximately 5:30 pm that afternoon. The Alaska representative informed us that those eight seats were all in first-class and there were no coach seats available. Those seats would cost us an additional $50 each and Alaska would accept our America West tickets. However, Alaska required authorization from America West in order to accept its tickets. That meant returning to the America West check-in counter and having an America West agent issue an authorization slip. We then had to return to the Alaska Airlines counter to have our tickets and boarding passes issued and check our baggage.
Once we had secured our boarding passes and checked our luggage with Alaska Air, it was approximately 10:30 AM. I had been awake for approximately 29 hours with ½ hour sleep during that time. I decided to return to the meeting room and try and get some sleep before departing on our flight. Upon returning to the room, I was informed by the America West employee on duty that America West wanted to close the room. I again informed this employee that America West’s proposed action was unacceptable. The America West employee was quite insistent and we engaged in a rather heated discussion.
At around that time, the first America West manager appeared on the scene. This individual identified himself as the manager of America West’s operations in Las Vegas. This manager did agree to leave this room open for people that wished to sleep. I then slept for approximately two hours, after which I woke up because the room was still cold.
In the afternoon we boarded our flight on Alaska Airlines, and had an uneventful flight to Vancouver.
Recommended:
No
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Epinions.com ID:
canuckflyer
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Reviews written: 1
Trusted by: 0 members
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