I’ve had crazy flight issues. I’ve been diverted many times, I’ve had flights get cancelled while I was on board, I’ve had airports close while we were in the air, and I’ve been in an airplane that was hit by a truck. (on the ground)
In every situation, I’ve never doubted that I’d eventually get to my destination. I just assumed (and correctly in each situation) that the airline would make sure I got there.
This wasn’t the case for some Allegiant Air passengers. Their flight to Niagara Falls diverted to Syracuse.
While the airline initially promised to rent a motorcoach to take them the rest of the way, they eventually told passengers that they are on their own.
Passengers on the flight say they were stuck waiting at Hancock International Airport in Syracuse for hours while the airline told them it was arranging for buses to take everyone back to Niagara Falls.
Dave Mammoser of Hamburg said Allegiant told passengers at 9 p.m. they’d have to find their own way home.
“There would be no buses. There would be no transportation and we are on our own,” he said. “Those were her exact words, ‘on your own’.”
Allegiant Air is reimbursing all customers the cost of their tickets. I do think this is a bit of a strange situation though. Since they were waiting for hours for these promised buses to show up, I’m not sure everyone would have been equipped to suddenly rent a car and drive to Niagara. (For example, I personally would have started drinking in the lounge to relieve the stress).
The reason they backed out was because they were unable to secure buses from any company. If I were them, I would not have opened with saying we would provide bussing–I would say we are trying to procure it but if anyone wanted to make their own way to Niagara, they’d get the leg of their fare refunded.
I think the problem in this case was offering something before they knew whether or not they could see it through. They ultimately couldn’t, and that was the overall failure on their part–creating an expectation.
What do you think?