Denver Air Connection/Key Lime Air

Would not put me on a mostly empty earlier flight, no standby.
Bad information from call center rep, no apologies, no compassion.
Indifferent and unprofessional.
Not one employee cared or tried to help.

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***I told the agent that I needed to get back that nightWhy would I have been such a wreck?? I had to rent a car as I didn’t have any other optionsI really cannot believe that offering a flight hours later would be a viable optionI didn’t have the ability to stay st the airport for the next day and a halfI have flown out of Centennial and have seen a passenger show up later than the cut off so I know this can be doneI understand it shouldn’t be the norm but can be done as I have seen itIt was just lack of customer service by the agentTheir customer service skills are a detriment to the company starting with Amanda and tricking down to the agentsThe company should invest in kiosks instead of humans that cannot make decisions

January 16,
2018Complaint
ID: ***Denver Air ConnectionEast Control Tower
RoadEnglewood, CO 80112To Whom It May Concern:I understand and empathize
with not being able to cheand board a flight when you really want and/or
need to get to your destinationIt is frustrating, but as
stated in Ms
***’s email, she showed late to chefor the flight scheduled to depart
from Grand Junction on Our flight checloses minutes prior to
departureWe adhere to the minute cutoff time to ensure that the flight
departs on time and the passengers are able to arrive on time to their
destination. The following information
is part of the terms and agreements that are agreed upon when making
reservations. The same information is
included in the itinerary which was sent to Ms*** on the same day
the reservation was booked“CheYou must chein personNo online/electronic cheis availablePlease
bring a current and valid government issued photo ID such as a passport or
driver's licenseWe request that you check in minutes prior to your flight,
but no later than minutes prior to your departure timeChewill close
minutes prior to departure timeAny passengers not checked in at that time
will not be allowed to boardNo refund will be given for missed flights due to
late check-in.”Our counter agents are
trained to treat our passengers in a professional mannerThe counter agent explained
in professional and courteous manners that chewas closed and Ms***
would not be allowed to board due to showing up late for check-inThe counter
agent did the same for the one other passenger that also showed too late to
check inThe counter agent gave Ms*** the next best option available which
was to contact the call center to rebook on the next available flightThe next
flight departed Grand Junction Sunday morning at 8:40am. When Ms*** reached out to the call center
to try to chefor the current flight, she was given the same information
about checlose timeMs*** did not mention to our agents that she
needed to get back to Denver due to a loss in her family until we received an
email from her on 1.8.18. As Ms*** was late for
check-in, we do not feel it necessary to refund the cost of the flightWe also
gave her the option of flying on Sunday and she chose to rent a car to drive to
Denver at her own expenseWe thrive on exceptional
customer service and we make that happen by staying consistent with our
passengers regarding our policies and proceduresPlease feel free to reach out
to me if I can clarify or answer any questions.Sincerely,Amanda H***Stations Operations
ManagerDenver Air Connection303-925-

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I told the agent that I needed to get back that night. Why would I have been such a wreck?? I had to rent a car as I didn’t have any other options. I really cannot believe that offering a flight 48 hours later would be a viable option. I didn’t have the ability to stay st the airport for the next day and a half. I have flown out of Centennial and have seen a passenger show up later than the cut off so I know this can be done. I understand it shouldn’t be the norm but can be done as I have seen it. It was just lack of customer service by the agent. Their customer service skills are a detriment to the company starting with Amanda and tricking down to the agents. The company should invest in kiosks instead of humans that cannot make decisions.