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Great Lakes Airlines Reviews (47)

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to mePlease advise on the next steps
Regards,
*** ***

*** *** *** ***
*** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** *** *** *** *** ***
Passengers *** *** and *** *** are asking for a full refund of their airline tickets from this tripAs air travel was provided both directions (albeit late) the Refund Department has the segments mark used and therefore they are not eligible for a refundIn essence they are asking for free travel for this tripWhile we do recognize the inconveniences caused by the flight irregularities, free travel is not part of an airline's resolution modelConsidering that the total amount that they had paid for both tickets was $459.40, we feel our offer of providing $in travel compensation is fair and equitable. Sincerely, *** ***MANAGER - CUSTOMER RELATIONS & BAGGAGE SERVICESGREAT LAKES AIRLINESAIRPORT PARKWAYCHEYENNE, WY 82001307-432- (F)307-432-7261***@flygreatlakes.com

In order to further investigate this passenger's claims, he will need to provide us copies of:1) the referenced 'confirmation email' that he received2) copies of a receipt/record indicating the charges of $and $as reported.These requests are substantiated as the records and information
on our side do not agree with what is reported in this claim.Great Lakes AirlinesCustomer Relations & Baggage Services*** *** ***
*** ** ***
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Tell us why here

Unfortunately we are a publicly held company so we cannot reimburse any expense without a receipt. As an airline official I travel often and frequently use taxis. They always provide receipts.

Please see attached a copy of the Letter of Resolution mailed to [redacted] back on May 7, 2014. It appears it may have crossed with her filing to the Revdex.com. In review of her file, it indicated that her correspondence to us began April 7, 2014. We do not show receiving any faxes,...

voice mails, or emails prior to that date, regarding her expense and voucher questions. Under FAA guidelines, airlines have up to 60 days to provide a resolution to passenger inquiries.

Dear WYNCO Revdex.com:
 
In a final review of Ms. [redacted] reservation records with us, it revealed that the October travel that she is referring to was paid for with a comp voucher. The total of reservation #[redacted] was $153.90, of which a $150.00 comp voucher was redeemed then the additional $3.90 was paid with an AMEX card ending 1008. However partial air travel that was provided deemed the $3.90 as ineligible for a refund.
 
The comp voucher was issued against reservation #[redacted] in recognition of inconveniences caused by a previously cancelled flight. In addition to receiving that voucher, the round trip ($201.60) was also fully refunded back to the original form of payment, an AMEX card ending [redacted]. In two separate resolution letters sent to Ms. [redacted], she was informed that per the terms and conditions of their airline tickets (Contract of Carriage) they are not entitled to receive monetary compensation for any miscellaneous expense they may have incurred in regards to any flight irregularity.
 
Ms. [redacted]'s continued demands to receive additional monetary compensation is deemed unwarranted and therefore we are closing our file regarding these trips and there will be no further response to either Ms. [redacted] or the Revdex.com regarding these matters.
 
Sincerely,
 
[redacted]
MANAGER - CUSTOMER RELATIONS & BAGGAGE SERVICES
GREAT LAKES AIRLINES

Complaint: [redacted]
I am rejecting this response because:We do appreciate the $300 credit.  Unfortunately we had another issue with this round trip that we would like to address.  Confirmation #[redacted].  The return flight on Sunday, 2/15 ([redacted]) from Cortez to Denver was unable to leave Denver because of a mechanical issue.  The gate agents in Cortez informed us that the plane was stuck in Denver and had been attempted to be repaired multiple times.  Finally we were notified by the agents that the flight would be grounded in Denver for the evening.  There was a later flight from Denver to Cortez, that had actually taken off while our plane was grounded.  We asked if there was anyway this flight could take us to Denver later Sunday night.  We were told that plane would stay overnight in Cortez, and would be the first flight out Monday morning.  This left us in Cortez overnight and having to take the first flight out Monday morning at 7am.  Fortunately there were seats available for us.  The agents did offer to put us up in a hotel, but we were able to stay with friends of ours in town.  We were however forced to take time off work because of having to fly home a day late.  Do I need to log a separate dispute for the return flight issue?  Again, we appreciate the $300 credit.  But that would force us to fly this airline again.  This was the first and only time we plan to fly with Great Lakes.  All we ask is a full refund of $459.40, and we will move on.  If the proposal from Great Lakes is another $300 credit, our ask is actually a cheaper option for the airline. Regards,[redacted] [redacted]

March 27, 2014
Dear Ms. [redacted]:
We are very concerned
when our customers tell us that we have failed to give them a positive
experience with Great Lakes Airlines.  We
would like to apologize for the inconveniences that you recently experienced
with our airline...

with boarding issues at Los
Angeles, CA.
Please be advised that
we have forwarded your comments on to our Director of Customer Service, our
Manager in Los Angeles,
and to our CEO for their review.
In review of your
reservation record, it indicates that your flight from Los
Angeles, CA to Prescott, AZ
was purchased through United Airlines and is showing as an unused segment. We
only receive the fare revenue once we provide the air travel to you, thus you
will have to contact United Airlines directly to begin the refund process.
 In the event that a
passenger misses their flight, regardless of circumstance, our primary
obligation is to rebook that passenger on the next available flight that has
seat availability between the same two cities. While passengers can chose to
leave and fly from an alternate city on a separate airline ticket, we do not
reimburse the air fare. We would however be more than happy to send you a check
for the cost of your meal(s) and shuttle ride; however we would need copies of
those receipts. Please forward those to us at your earliest convenience.
 Again, please accept our
apologies for any inconvenience that may have been caused and hopefully the
next time you travel it will be a more pleasant experience.  We look forward to having another opportunity
to demonstrate the type of service that we are capable of providing.
Sincerely,
Rick Krause
Manager - Customer Relations
& Baggage

Revdex.com:
I have reviewed the message and am not in anyway satisfied. I emailed the person in the email directly to see what could be done about it. Once on Thursday I believe and once on Friday. I have not yet recover a single response from them. They will only reply to the Revdex.com thread. I sent them a confirmation screen shot from my email. Like I said I am gold with [redacted]. I only chose this airline because I thought I'd save a little money. But after misleading on the luggage and then adding in my parking fee I am out way more than I would have been by just going with [redacted]s highier fare with out all of this hidden stuff. No the parking is not their duty. But I paid 358 for the flight 35 in luggage each way.  When it very clearly says included. I have two other friends that were on this flight. And my friend booked theirs through [redacted] and even on [redacted] it says included. You know what [redacted] said? They told her to call the airline because the airline is the one saying that their luggage is included. Sonshe did and they as well have her this pitch about how not when it's operated by [redacted] airways. Every single person in line to check in was complaining about it. For a small airline to do damaging things like this to its imagine I don't really understand. And I see the numerous complaints on the Revdex.com. And I can understand why it took 45 mins for them to just check in like 7 passenger. Their computer systems are as fast as something from the 80's even tsa was making fun on them when they saw my boarding pass and said you trying to use a [redacted] reciept to get on the plane. I laughed and said trust me I'm not in the mood they are hard to deal with inwill never fly them again. They lie to every passenger I've seen. Everyonenis complaining. So like I said the difference in the c in damages if 142 bucks. I would not have paid for parking in SF but since they advertised free luggage I drove to branson and paid  12 dollars a day and I would not have had to pay for bags with [redacted]. 35 each way. Still nothing resolved and with not reply to two of my email. I have 2 more friends that are waiting to see what happens here and then they will either being filing a complaint or dealing with them directly. 
[redacted]

It is unfortunate to hear that we have lost a valuable customer to our airline. In the very competitive airline fare market, the fare structure does not support any inclusion to be ready to cover the vast array of incidental passenger expenses that may occur with flight irregularities. As online statistics reveal, of the approx 28,000 daily domestic commercial airline flights that are operated in the US, an average of 80% arrive their destination on time. Not a statistic to be proud of, but over 5,000 commercial flights are either delayed or cancelled. As this creates an inherit risk for those attending time sensitive functions, it additionally creates challenges for both parties involved. We truly regret that Mr. [redacted] was unable to attend his conference - however we must enforce the rules of the ticket to protect us from the sum of all potential financial effects for every passenger considered and the total level of fares paid. Passengers do have the option to protect themselves with the purchase of travel insurance, and carriers typically will always fully refund air fare from cancelled flights, even in the event of weather. We have refunded Mr. [redacted] and hope that Frontier Airlines will consider refunding his tickets as well. Once again, please accept our apologies at this time. We can only hope to have another opportunity to serve Mr. [redacted]'s future travel needs, under much better circumstances.

[redacted] has stated in correspondence that she will be flying Southwest Airlines in conjunction with Great Lakes Airlines. While we have baggage transfer agreements with most of the major carriers, Southwest Airlines historically has elected not to participate in baggage connection agreements...

with any other carrier. Therefore Ms. [redacted] will need to forward her baggage complaint/grievance to Southwest Airlines as their lack of agreement is causing the difficult flight connections for her in Denver. When Ms. [redacted] purchased her Great Lakes Airlines ticket via the web, she chose a lower cost non-refundable ticket that has both change fees and penalties attached to it. Web bookings are not allowed to be confirmed until the passenger agrees to the terms and conditions of the ticket, which the record indicates Ms. [redacted] did agree. Non-restrictive fares were available but she declined to purchase a flexible fare. As a result, in order to honor her request and refund a non-refundable ticket, our Refund Department will need a copy of her official Southwest Airlines flight itinerary to evaluate her new connection times, and Great Lakes Airlines has requested this documentation. However, as of today 6-2-14, both our Refund Department and our Reservations Department has stated that she never provided this necessary documentation. I would recommend that she emails a copy of the Southwest flight itinerary to the following email addresses:   [redacted]@flygreatlakes.com;   &    [email protected]    or fax it to:  ###-###-####.   As soon as we have received the requested documentation, then we can continue to consider a refund for her.

October 30, 2014
 
Dear Mr. [redacted]:
 
We were sorry to learn of the cancellation of
your Great Lakes Airlines flight from North Platte,
NE to Denver,
CO on October 19th.
 
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Upon review of the flight information for that
day we did find that our aircraft had a mechanical problem which caused
irregularities to our schedule and operation. Under these circumstances, in the
eyes of safety for our passengers and our crew, we do not hesitate to delay or
cancel a flight. It was unfortunate to hear that our contract maintenance was
unable to remedy the issue and the aircraft had to be ferried to the nearest
maintenance facility.
 
As stated in the terms and conditions of your
ticket that was emailed to you at the time of purchase, as referenced in our
Contract of Carriage:
 
A. Consequential Damages
Purchase of a ticket does not
guarantee transportation.
Great Lakes Airlines shall in no
event be liable for any indirect, special or consequential damages resulting
from the performance, delay in performance, or failure to perform (except for
baggage liability as provided below) whether or not Great
Lakes Airlines had knowledge that such damages have been, might
have been, or will be incurred.
C. Schedule Irregularity
The following shall apply when a
passenger is delayed because of a controllable/non-controllable irregularity or
Great Lakes Airlines cancels the passenger’s
reservation according to “Cancellation of Reservations” section of this
Contract.
[redacted] 1. Limitation of
Liability [redacted]
Except to the extent otherwise
allowed in this rule, Great Lakes Airlines shall not be liable for any damages
suffered by the passenger or any other party as the result of any failure by
Great Lakes Airlines to operate any flight according to schedule or for
changing the schedule or type of equipment used on any Great Lakes Airlines
flight, regardless of whether notice of such change in schedule or type of
equipment has or has not been provided to the passenger.
 
 
Our records indicate
that we have fully refunded your $327.20 ticket back to your original form of
payment. Additionally, as a gesture of goodwill, we will be mailing you a $300.00
Special Travel Order. This voucher is valid towards your next ticket purchase
on Great Lakes Airlines. The voucher will be valid for one year from the date
of issue and is fully transferable if you are unable to use it yourself.
 
We do regret the cancellation of the flight and
want you to know that it will be our pleasure to have you travel with us again.
 
Sincerely,
 
[redacted]
Manager - Customer Relations & Baggage
Services

The following letter of Resolution was emailed to Mr. [redacted] back on December 8, 2014:December 8, 2014  Dear Mr. [redacted]: We were sorry to learn of the cancellation of your Great Lakes Airlines flight from Los Angeles to Visalia, CA on...

November 20th. Upon review of the flight information for that day we did find that our aircraft had a mechanical problem which caused irregularities to our schedule and operation. Under these circumstances, in the eyes of safety for our passengers and our crew, we do not hesitate to delay or cancel a flight. Your reservation records indicate that this trip was booked and sold through [redacted]. When [redacted] feeds reservation information into our system, they do not provide us with the passengers contact information (phone, email, or address). All we receive is passenger’s names and genders. Therefore it was not possible for Great Lakes to contact you ahead of time to notify you of the cancelled flight. You may be interested to know however that Great Lakes Airlines passengers now have access to ‘up to the minute’ flight status information regarding their flight simply by visiting our website at flygreatlakes.com, and clicking on the search and status link. In an effort to show our commitment to customer service, we would like to mail you and [redacted] a $100.00 Special Travel Order. These vouchers would be valid toward transportation on Great Lakes Airlines. The vouchers are valid for one year from the date of issue and they are fully transferable if either of you are unable to use it. If you could simply respond back with your current mailing address, then we would be more than happy to send you the vouchers. We do regret the cancellation of the flight and want you to know that it will be our pleasure to have you travel with us again. Sincerely,  [redacted]MANAGER - CUSTOMER RELATIONS & BAGGAGE SERVICESGREAT LAKES AIRLINES1022 AIRPORT PARKWAYCHEYENNE, WY 82001307-432-7265  (F)307-432-7261[redacted]@flygreatlakes.com

Complaint: [redacted]
I am rejecting this response because:We are sorry as well that we had to go through all that trouble and even contact the Revdex.com for Mr. [redacted] contact us back.  I think by you trying to give us $100 dollars towards special travel order only upsets us more!  Why would we want to travel with your organization again?  I think that if you really want to apologize to us, send us our cost of the taxi expenses from Fresno to Visalia.  My expense was $120 on the taxi alone!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Great Lakes has responded totally and completely inappropriately to the claim made.  I requested a refund for a round trip ticket from Dodge City to Denver, June 11 and returning June 15 due to their habit of changing the departure times from 8:45 to 12:45 -- then back to 8:45 then back to 12:45 thus leaving me no choice but to ask for the refund because I couldn't keep the flight with SW leaving Denver ---- this has nothing whatsoever to do with a luggage question!!!!  This is a delay tactic for sure!!  As for a non-refundable ticket -- there is only one choice when choosing a ticket so therefore that was the choice made.  A copy of my itinerary has been sent to Great Lakes at least twice and I will send it again.  So again, the truth is not being told if they will check their email.  I will not accept this lack of responsibility.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I understand the justification given for not reimbursing my costs for their failure to maintain a timely flight schedule and suitable maintenance of their aircrafts.  It technically excuses them from any further liability for their repeated failures as a company to provide quality regional air service.  I thank them for refunding the purchase price of the ticket, but I am in no way interested in continuing a business relationship with them and would like my displeasure to stand as a unresolved complaint on file.  I will use other options for regional air service available to me and will give them preference from this point forward so offering me a travel voucher that won't cover the cost of one ticket on a carrier that repeatedly has delayed my travel, lost my luggage and ignored my communications is at best an empty gesture by a company that doesn't value customer service or loyalty. In choosing not to compensate me for my lost expenses as a result their mismanagement, they have chosen not to retain me as a valued customer.  Good day.
Regards,
[redacted]

from: [redacted] <[redacted]@flygreatlakes.com>to: [redacted] <[redacted][email protected]>cc: [email protected]: Thu, Jan 15, 2015 at 11:25 AMsubject: Revdex.com #[redacted]
 
Dear Mr. [redacted], If you could please forward to us a copy of your taxi receipt, then we will reimburse you for that. Once again, our apologies for the difficulties that you had encountered on your return trip. Sincerely, [redacted]MANAGER - CUSTOMER RELATIONS & BAGGAGE SERVICESGREAT LAKES AIRLINES1022 AIRPORT PARKWAYCHEYENNE, WY 82001307-432-7265  (F)307-432-7261[redacted]@flygreatlakes.com

Complaint: [redacted]
I am rejecting this response because:
My husband and I had travel vouchers from Great Lakes that we had to use because of
ALL THE CANCELLED FLIGHTS we encountered trying to fly with them in the previous year.
They were refunds of our flight monies we spent to fly but Great Lakes always cancelled our
flights due to mechanical issues.
We tried to keep using this airline because we really needed to fly MSP to MCW and back and they
were our only choice.
I am still requesting my entire refund of all my expenses incurred trying to fly with this airline.
The fact that they were undependable should not be at my expense.
Expenses we need reimbursed:
[redacted] flight $64.50 flight conf # [redacted]
[redacted] flight $64.50 flight conf # [redacted]
Hertz rental car & gas to MSP $152.68 + $40
Lunch for the trip $28
(since flight was delayed so long before canceling, then we had to drive 2+ hrs to MSP)
TOTAL Owed to Us: $349.68
A voucher for future flights is not an option since Great Lakes no longer flies the airports we need.
All I ask for is reimbursement by check of all expenses entailed with this problem.
Thank you.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
The bottom line is three of your staff said my tickets would be refunded.  That means three different people, three different phone calls all were lies to me.  
The bottom line is your staff LIED to me.  I explained the entire situation to them and they said I would be refunded.  They all LIED to me.
The only way to make this right is to honor what your staff told me and refund my tickets.
If you think a voucher to travel with your horribly operated and unprofessional airline in those old, dumpy, rickety awful planes is a gesture of goodwill you are out of your mind.    You should be ashamed.
I expect my credit card to be refunded for the tickets for the trips that were cancelled.
No that is not my address.  It is [redacted]
[redacted]

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Address: 1022 Airport Pkwy, Cheyenne, Wyoming, United States, 82001-1551

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flygreatlakes.com

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