Living Nightmare, Coutesy of Air Jamaica (Air Jamaica)

Member Name: Karlene M. Black

Product:	Air Jamaica
Date:	04/01/08 (367 review reads)
Rating:

Advantages: Other options are available

Disadvantages: Valuable time and income lost

Living Nightmare, Courtesy of Air Jamaica

Day1

The service by Air Jamaica seems to be getting progressively worse. Along with the extremely long delays, customers also have to deal with the gross disrespect, lies, misinformation and discourtesy, courtesy of Air Jamaica.

Coming to and leaving Jamaica is becoming a living nightmare; a sentiment shared by many who have decided that they can no longer bother with the airline.

Our dilemma started on Monday, December 17, when we attempted to get our relative coming from Atlanta. Scheduled to arrive in Kingston at 1:10 p.m., she did not get there until 7:15 after being delayed in Montego Bay. With such an experience we decided to take all necessary precautions to ensure a smooth departure on Sunday December 23. Follow instructions, we did. Called the toll free number; flight 0027 to Montego Bay scheduled to leave at 4pm delayed until 6:30pm, then further delayed until 7:14. Abiding by Air Jamaica's check-in guidelines, we got to Norman Manley only to be told that there are no more flights to Montego Bay for the connecting flight to Atlanta and that passenger who had come at 2:00 were put on an alternative flight to Montego Bay. Where then was the delayed plane? No one could supply the information. Solution, "you need to rebook and pay the penalty". When we insisted that we were not at fault, we were insulted by customer service personnel. One female told us "I don't fly the plane". At the ticket office, we met Aretha who offered little assistance. When we asked to speak to a supervisor she said, "We are isolated down here and don't have contact with them", a blatant lie. We were however able to get the name of the supervisor, Miss Rowe, who proved to be very uncooperative and disgustingly rude. She went as far as to say that no manager could change what she said. No one could offer alternatives. As a second thought we decided to call the toll free number again. Sammy was extremely friendly and helpful and advised us that the flight to Montego Bay was still there and we were to report back at the check-in counter, as the system showed that our relative had reservation on that flight. This we did but we told that they had closed off but we could have gotten on when we first got there. Efforts to contact another supervisor resulted in another 20 minutes delay. The flight that was slated to depart at 4pm did not leave until 7:39pm, while we were still trying to get assistance. Thanks to the kindness of Sam, Sammy, Charmaine and security personnel, our relative's flight was eventually changed to 4pm, Monday Dec. 24, without payment penalty.


Day 2
Not wanting to have to endure any of the distress of the previous day, my sister had me take her to the airport at 12noon. She was successful in checking in. The customer service representative was most gracious as she had remembered her from the night before. She was curious to know what the supervisor had said and if we had to pay a penalty. That settled my sister was advised to be back at the airport at 4pm. We went home. At approximately 2:05, my house phone rang. The caller was a representative from Air Jamaica. My sister's flight was being changed to an earlier one to Montego Bay, and she now had to be at the airport at 3pm. Although we wondered how they got my number, which my sister did not know and as such had not given to anyone, we were happy that at last she was getting some service and gladly complied with the instructions. At 3 she was in front of the customer service representative who changed her boarding pass. She then had a few minutes to say goodbye. We watched until she was out of site. Happy that all had gone well so far, we headed for home to await her call from Montego Bay. When the call finally came about 7 pm, we were all in tears. As soon as they got off the plane in Montego Bay, directive was given for all the passengers bound for Atlanta to step to one side. The flight to Montego Bay had been delayed and having arrived there, the flight to Atlanta was cancelled. The passengers were given two alternatives: stay in Montego Bay and get the 8:10 am flight or go to Miami and get the 6 am flight to Atlanta. Many persons asked to go back to Kingston but they were told no. Depression and frustration had begun to set in. My sister simply wanted to get home. She decided to get as far from Jamaica as possible; she was going to Miami.

After much distress and anxiety, we finally heard from her at midnight. She was in Miami. They were being given somewhere to sleep, that was all. The bus would come to get them at 4am to take them to the airport. Being diabetic and not having had anything to eat for a while, was taking a toll on her. To save herself from fainting, she resorted to snacking on the now 'not so frozen' patties she had in her hand luggage.

At the airport, she was thoroughly searched, luggage and body. Then some peeled and sugared june plums were taken from her and dumped despite conforming with regulations. A Hispanic woman kept telling her that they had to be frozen. What saved her was when other items were to be dumped and she began screaming like a mad woman to explain that they were frozen and she had had no control over their current state. At that stage, a supervisor intervened and said it was OK. She finally boarded a Delta flight to Atlanta. Schedule to arrive at 7:52 am; they touched down at approximately 7:25 am, Christmas day, battered but grateful to God that the ordeal was finally over.

We are not the only family so affected. This is but one of the many horror stories being told. There is also our friend who was to participate in a wedding but did not get in until the day after the wedding. We do understand that there may be delays, but what adds insult to injury is that management has not come out to say anything. People are losing valuable hours.

Thank God my sister's employers were sympathetic. She maintains her job but had to suffer the distress of lack of food and rest, loss of some of her personal belongings, and the humiliation of a body search. She works by the hour as such has lost very valuable revenue. In other instances there would be compensation.

As 'wounded' customers, we think that there should be some legal redress. We will definitely explore this. In the interim, we are imploring all our relatives and friends to desist from using Air Jamaica. Many have expressed their displeasure at the service and have vowed to find alternatives. The horror stories are coming out.

Overbooking and causing distress and then charging us for your negligence, is an underhanded way of making money. You need to do better Air Jamaica. Efficiency should be the order of the day. Truly strive to be the number one airline in attitude and service.

I am etc...
Karlene M. Black

Summary: ... Air Jamaica seems to be getting progressively worse. Along with the extremely long delays...