Forgive me for foregoing the problems of the world in order to indulge a hissy fit, but what’s the use of having a blog if I can’t use it to vent?
Last week, my husband and I–together with several members of our extended family– took our annual vacation in South Carolina, where we’ve owned a beachfront time-share for some 40+ plus years. I usually drive, but it’s over 800 miles, and I’m getting “up there in years” as my kids point out, so we decided to fly.
We booked airfare to Myrtle Beach on Allegiant, which bills itself as a low-cost airline. (It is, if you don’t mind being charged extra for things like carry-on bags and printed boarding passes, and–oh, I don’t know–breathing.) Our vacation condominium is about 35 miles south of Myrtle Beach, and we rented a car. Typical vacation measures.
We hadn’t flown into Myrtle Beach Airport for several years, and found it had been greatly expanded; given that this was the height of the season, it was also a zoo. We hadn’t thought to order a wheelchair for my husband, who has mobility issues, because we remembered the airport as tiny, but my oldest son, who was traveling with us, “commandeered” one that had been abandoned on the concourse, and after an hour in the very long Alamo line to pick up our rental car, we drove to the beach.
A week later, we needed to come home. This time, my husband called Allegiant (which I will never, ever fly again) to reserve a wheelchair. (The airport website instructed us to call our airline.) We have done this with several other airlines, both in the U.S. and Europe, without incident. This time, we had what can only be described as an out-of-body experience.
The man who answered the customer service line had a very thick accent; it was difficult to understand him, and he clearly had difficulty understanding my husband. Much, much worse was the fact that–when my husband finally got him to understand what we wanted–he responded that he’d need credit card information to cover the wheelchair fee of 35.00! He also required an email address, and after several unsuccessful efforts to spell that URL, he finally got it right.
Then he said that the wheelchair fee would be 50.00.
My husband–who is usually pretty mild-mannered (after all, he has to live with me…)–said “No.” After some more back-and-forth, the agent said “Let me talk to my manager,” and put my husband on hold for an extended period of time–at least 15 minutes.( As long as I’m being bitchy anyway, I will report that the hold “music”was also awful.) He finally came back and said he’d convinced his manager to authorize a “credit” of $15, bringing the charge for the wheelchair to “only” $35, which my husband agreed to pay.
Evidently, Allegiant’s obligation to supply that wheelchair (which we were told to pick up at the reservation counter, although several were waiting at the airport curb) was contingent upon replying to the email we received with “I agree.”
The email began with an inappropriately cheery “Greetings for the day!”
As per our conversation and as agreed, we have confirmed your Allegiant Add-on service (wheelchair) under Confirmation No #CJZJSY, with a total charge of $35.00 USD (Including Taxes & Fees).
The total cost for this service including all taxes and fees would be $35.00 USD.
Please Note: Your credit card may be billed in multiple charges not exceeding the above-mentioned total amount. One charge from AIRLINE & another charge (total might be) from our merchant partner TravoMonk LLC.
Your Credit/Debit Card/Bank statement will reflect charges authorized by Airline & TravoMonk LLC but not exceeding the above-agreed amount.
All transaction service fees are 100% non-refundable.
The conversation reserving this wheelchair kept my husband on the telephone for over an hour–he had to repeat our flight information and his email address multiple times, and of course, we had to hold while he obtained that munificent $15 reduction authorization from his manager.
It was unreal.
We did get a wheelchair in Myrtle Beach, but when we got to the gate in Indianapolis, there was no wheelchair waiting. Despite the payment of $35.
We’re fortunate–we can afford an unanticipated fee of $35, but I can’t help thinking about people who book Allegiant because they want to save money, and then find that they have to pay extra for virtually everything. Not just snacks or drinks, not just boarding passes, not just the privilege of shlepping their carry-ons on board, but also–should they be unfortunate enough to require mobility assistance- wheelchairs.
Unconscionable. (And, I’m pretty sure, a violation of federal law…Any aviation lawyers out there who can confirm?)
Okay, I’m through. Tomorrow, back to the world’s problems….
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