WHEN IS A RESERVATION NOT A RESERVATION?

When is a reservation not worth the paper it's printed on? When is a reservation just a way for one airline to have your money, interest free, and not deliver. Book on AIR TRAN and let the troubles begin.

A year ago I made the decision not to spend Christmas 2009 in Maine. I wanted something completely different, break the mold, welcome the new. Los Angeles was the most obvious choice as my closest friend lives there and we usually spend some "holiday" time together.

Searching for competitively priced airline travel tickets began in early July, 2009. AIR TRAN consistently offered the best pricing. Portland to Baltimore, Baltimore to Los Angeles. Outbound and inbound time schedules worked for me. Although I had never flown AIR TRAN, they advertised winning some air travel award. "Can't be all bad," I thought! (Oh, yes it can!)

My reservation, with confirmed seat assignments (costing me extra,) was made and paid for on July 29,2009.

Plans for "Christmas in LA " were underway. A weeks worth of holiday festivities planned. Presents were purchased, packed and shipped early as not to get lost in the holiday mailing madness. Everything was received at appointed LA destination before Thanksgiving. All I had to do was work until the 19th, pack my bags and be gone.

The first glimpse of a problem presented itself when I attempted to print boarding passes on the evening of December 19. The AIR TRAN site informed me that the flight had been cancelled and directed me to call 800airtran (800.247.8726.) Following their directions I did just that. The menu options NEVER GAVE ME THE CHOICE to speak to a live person, and after much listening to their check-in and baggage information, THE CALL WAS DROPPED! This happened three times, totally sixteen minutes of listening to the same tape. After multiple attempts to get the information "they" directed me to get from their 800 line, I learned that my departing flight from Portland was on time. Since it left at 6:15 am, I needed to grab whatever sleep I could because the 3:30 am alarm buzzer would come early.

At 4:30 am on December 20, 2009 I stood at the AIR TRAN counter. My bag was weighed and checked and the Boarding Pass for Seat 16F, PWM to BWI, was in my hand. The Boarding Pass for Seat 15F, BWI to LAX, was not forthcoming. "We can only get you to Baltimore." Three hours later I left the Portland Jetport with confirmed seats on flights scheduled for Dec. 21.2009.

Same drill next morning. Standing before the AIR TRAN counter crew at 4:30 am, I'm notified that Flight 430, Portland to Baltimore is running two hours late because the crew was late getting in. I asked, "How am I going to make my Baltimore to LAX flight, #60, which departs Baltimore at 9:20am?" I'm told they won't hold the plane because it's already over-sold and that they can't get me to LA until December 25, 2009. To put it mildly, I'm in shock. My entire Christmas has been shipped to Los Angeles. I wasn't the only "Reserved" AIR TRAN passenger in shock. A college student was told they couldn't get him to his destination until Dec. 23. Another gentleman was told ,"Nothing for two days!" My guess is that the percentage of displaced AIR TRAN passangers is significantly high. FAA, where are you?

To add insult to injury, AIR TRAN refuses to return my money, which they've now had the use of, interest free, for five months. I'm told to collect from the travel insurance. To date, they have ignored my request to FAX me the necessary documentation I need to make the insurance claim. Any communication with AIR TRAN CUSTOMER SERVICE HAS BEEN TOTALLY UNSUCCESSFUL. During a phone call at 7:25am on December 24, 2009 a supervisor named Janice told me to call AIR TRAN PUBLIC RELATIONS. That number is 866.247.2428.

Whoever you are, the person who paid more money for Seat 15F, AIRTRAN flight #60, BWI to LAX on December 20, 2009, I hope you had a very Merry Christmas. I've learned the hard way that with AIR TRAN, a reservation isn't really a reservation. I believe the AIR TRAN practice is frought with negligence.