Penair Airways

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear *** ***,
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Thank you for writing to us, and I’m so very sorry to hear about the upsetting experience you had last month after your flight was originally delayed departing from EurekaI? sent you an email on December to follow up about your experience and to apologize
for this happening.? I can absolutely understand the frustration you must have felt when there was a problem with your reservation at the Delta gate, and no one was able to assist you that eveningPlease accept our sincere apology for this situation
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I’m glad that Maggie in our Reservations Department was able to reach you first thing in the morning on Friday (Dec16)? to correct the booking in your reservation and to ensure you got on a flight departing PortlandHowever, we truly regret the negative impression this experience made on you and your son and for the inconvenience caused to you both
?
As an expression of our heartfelt apology to you and your son, we would be glad to provide you each with a $travel voucher for future useI will email you directly so that I may obtain your mailing address of where to mail your vouchers to
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I truly hope that we have the opportunity to serve you both in the future so that we may demonstrate our firm commitment to excellent customer service and reliable air service
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Kindest regards,
?
Hanni, PenAir Customer Service Team

We must move mail and passengers and baggage before freight? During this time we had some major fisheries that were moving people and supplies? Typically it can take 5-days to move freight? This is not unusual? Sometimes it can take longer.?

On behalf of PenAir, please allow me to apologize for the cancelled flight you experienced on 6/27/? while traveling from Boston to Presque IsleOur customers have every right to expect that they will arrive at their destination as planned, therefore I understand how a trip interruption
such as this is frustrating ? I have spoken with the Customer Service Manager regarding your cancellationFlight [redacted] was cancelled due to weather and updates were given every minutesThe plane which you saw at the gate being serviced was not the plane assigned to your flightThe plane assigned to your flight [redacted] was traveling from Bar Harbor and was delayed due to Air Traffic ControlBy the time it was given permission to land in Boston, we were no longer able to operate that flight to Presque Isle due to adverse weather conditions ? Flight [redacted] was able to fly to Presque Isle? later that? evening? because it was able to take extra fuel on board to be used, if needed, for landing at an alternate destinationBecause it required extra fuel, which adds weight to the aircraft, we were unable to accommodate the passengers from flight [redacted] on flight [redacted]? Unfortunately, in these situations when a flight cancellation is outside of our control, we are unable to provide compensation for meals or lodgingHowever, we do our best to assist with rebooking our passengers’ flight accommodations so that you may arrive at your final destination with as little interruption as possible, which can sometimes be the following dayI am unable to refund your ticket as it was used to fly you to Presque Isle? In all situations we expect our employees to demonstrate care and understanding toward our customers, and I regret that we did not live up to your expectation or our own in this circumstanceI can commit to you that I will use your comments in a constructive way with our employees to illustrate the impression we make on our customers when we fail to communicate effectively or perform our duties as expected? Once again, I apologize for the confusion regarding your flight and the reason for the cancellationWe value your comments and thank you for bringing this to our attentionWe hope that you will choose to travel with us again soon so that we may have the opportunity to demonstrate the high level of service we have committed to

Complaint: ***
I am rejecting this response because:
The company continues to lie about what happenedI have several witnesses to corroborate my story.? Many of the passengers have issued the same complaint I have about this experience.? Please see my previous responsesI stand by everything I said and have proof of all of itThe company is being extremely dishonest to avoid accountabilityThey have a reputation for regularly canceling this flight from Boston to Presque Isle which can be easily researchedThis is a common issue with this airline.? They delay and cancel flights, lie about why and refuse to accommodate passengers costing us hundreds of extra dollars and impacting travel and business plansThis needs to be addressed and they need to be held accountable.? The "rep" she is referring to that was at the gate was confronted at the terminal by several angry passengers for lying after failing to give updates on the flight then canceling for a different reason six hours laterHe was rude, dismissive and unconcerned with the plight of the passengers.? Worst experience of my life flying and I have flown all over the world.? I was told by a Pen Air staff member to never book the last flight out of Boston to PQI as it is "regularly canceled"!!!? This is a problem.? ? Sincerely,
*** ***

November 23, 2015
Dear Revdex.com:
This is in response to an email received by PenAir on 11/16/2015 with the assigned ID of[redacted]
Below is a summary of conversations with Mr. [redacted], starting with the initial request from Mr.[redacted] on the PenAir Facebook page via messaging.
His initial message was...

sent on November 10, 2015 and a conversation occurred betweenMelissa R[redacted] (VP of Marketing & Sales) and him on November 11, 2015. He advised that hehad checked-in at 1 hour and 15 minutes prior to departure and that the flight left 30 minutesearly causing him to miss the flight. His record in our reservation system is documented, andhis reservation history shows he checked in at 1830, which is past the 1820 cut off time. Theflight Mr. [redacted] was on also left on time. He also complained that he had been called bysomeone at PenAir and his reservation had been changed twice. We have no record of anychanges to his reservation and all flights departed and arrived as scheduled.
Mr. [redacted] was given incorrect information regarding the noted $125.00 change fee; however ina later discussion with him we offered him a refund of $274.00 in full with no penalties. Herefused and said he would work through his attorney. Despite his refusal of the refund, wehave begun the process to send a full refund to Mr. [redacted].
Please feel free to contact Melissa R[redacted] should you have any additional questions regardingthis incident.
Sincerely,Melissa R[redacted]VP Marketing & SalesPenAir[redacted]Anchorage, AK 99502
Please see attached

We must move mail and passengers and baggage before freight.   During this time we had some major fisheries that were moving people and supplies.  Typically it can take 5-6 days to move freight.  This is not unusual.  Sometimes it can take longer.

Despite detailed information not being correct.
I accept the Business Response, and I am pleased overall with the company's services.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The package actually took 11 days 7 of which they flew from Anchorage to Unalakleet. I feel that this an excuse but not an answer.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I have spoken with the Customer Service Manager in Boston. He was at the gate during this time and has assured me that notifications were made as our agents are trained to do. As I explained previously, the plane being worked on at the gate was NOT the plane assigned to flight [redacted] to Presque Isle. I believe that some of the confusion may be due to the fact that there were two flights scheduled to fly to Presque Isle that day. Flight [redacted] was delayed due to poor weather conditions but was ultimately able to depart to Presque Isle later that evening because it was able to take more fuel that could have been used if it was required to divert to an alternate destination due to poor weather conditions. Flight [redacted] did cancel due to poor weather conditions. PenAir is committed to the safety of our customers and crew and we will never compromise that commitment for the sake of departure statistics. We are regulated by the FAA and all of our cancellations reasons are documented and we will never lie to our customers or the public.

Dear [redacted],
 
Thank you for writing to us, and I’m so very sorry to hear about the upsetting experience you had last month after your flight was originally delayed departing from Eureka. I sent you an email on December 19 to follow up about your experience and to apologize...

for this happening. I can absolutely understand the frustration you must have felt when there was a problem with your reservation at the Delta gate, and no one was able to assist you that evening. Please accept our sincere apology for this situation.
 
I’m glad that Maggie in our Reservations Department was able to reach you first thing in the morning on Friday (Dec. 16) to correct the booking in your reservation and to ensure you got on a flight departing Portland. However, we truly regret the negative impression this experience made on you and your son and for the inconvenience caused to you both.
 
As an expression of our heartfelt apology to you and your son, we would be glad to provide you each with a $50 travel voucher for future use. I will email you directly so that I may obtain your mailing address of where to mail your vouchers to.
 
I truly hope that we have the opportunity to serve you both in the future so that we may demonstrate our firm commitment to excellent customer service and reliable air service.
 
Kindest regards,
 
Hanni, PenAir Customer Service Team

Complaint: [redacted]
I am rejecting this response because:It is untrue and filled with dishonest justifications about what happened.  The business sent me this exact response which was not satisfactory which is why I contacted the Revdex.com.  There were not any updates on our flight status.  There was an announcement about 30 minutes after our flight was supposed to leave stating there was a mechanical issue and they were working to resolve in. We watched the mechanics work on the Pen Air plane that was at our departure gate for over 4 hours.  When our flight was canceled six hours later the reason was changed to "weather" but the other flight 127 left for Presque Isle shortly after ours was canceled discrediting their weather excuse.  Weather was clear at that point.  An announcement had been made for flight 127 saying that the weather grounding had been lifted and then they left.  Yet we were told we were grounded for weather at the same time? The way it was told was this: "We are canceling flight 129 and because it's due to weather we are not obligated to accommodate anyone...furthermore there are no hotel rooms available anywhere in Boston."  The reason for cancellation was clearly changed so they wouldn't have to put up thirty something people.  If the flight right next to ours could fly safely to the exact same destination we could have to. The airline response says flight 127 left earlier in the afternoon.  Another absolute lie. It left past 10 pm after ours was cancelled. This airline is being completely dishonest with the facts. I have pictures, videos, and witness to corroborate all of this info. I am one of several passengers who made this same complaint. I want my money back and reimbursement for my food, hotel, and transportation for that night.  This was not weather related. That is a lie.
Sincerely,
[redacted]