Pen Air Reviews (%countItem)
Pen Air Rating
Address: 6200 Boeing Ave, Anchorage, Alaska, United States, 99502-0909
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Worst airline ever. Consistently cancels flights for no apparent reason. I have flown with Penair 4 times already this year and some issue has came up every single time. Two flights were cancelled for no apparent reason and the other 2 were delayed and rescheduled for a later time...also for no apparent reason. I have 6 flights scheduled with them this coming month and now am cancelling all of them. My advice, stick with *** Airlinrs...that’s what I will be doing.
My luggage was lost and am supposed to be reimbursed for my first needs while traveling. I filed all my paperwork which they lost so I had to resend it in a second time. It’s been almost a year and every time I call I get a run around and no answers. This has been going on since July 2017.
Ms.,
We received your First Needs claim form and have approved a payment to you of $225.00, $75.00 per day for the three days your baggage was delayed. We have a policy in place that provides our customers with compensation for First Needs when their bag does not arrive with them at their final destination. This policy covers essential items you may need while your bag is delayed. The maximum we are able to pay is $75.00 per day. You arrived in Bar Harbor on 7/12/17 and your bags were delivered to you on 7/14/18. Your bags were delayed for three days, therefore you will receive a check for $225.00.
As I explained on the phone, due to PenAir filing Chapter 11 Reorganization, we are unable to process your First Needs payment until we are given approval to do so from the Alaska State Courts. At this time I do not have a date when we will be given this required approval. We have your name and contact information in a queue to be processed immediately once we are given approval to do so.
We appreciate your continued patience as we await court approval.
Sincerely,
Paige K
Stopped service for an entire region of airports without notifying ticket holders. Even though their policy claims to ensure travel, even if with a different airline, they are not providing any alternative travel plans and leaving passengers stranded.
Ms.,
On behalf of PenAir please allow me to apologize for the discontinuation of service which has affected your upcoming travel.
Due to critical staffing levels, PenAir will no longer be able to operate in our East Coast market after May 31st. After the DOT awarded these Essential Air Service routes to other air carriers, we lost a significant number of mechanics and pilots who accepted employment with other airlines. As of June 1st, PenAir won’t have enough resources to staff these critical positions which are required to continue safe operations. Safety is our highest priority, so service will cease on June 1st due to safety.
Your tickets from Boston to Plattsburgh have been refunded. We are unable to reimburse rental car, gas, or ferry charges. For more information regarding airlines' responsibilities during cancellations, please refer to the DOT Air Consumer site at the following link:https://www.transportation.gov/airconsumer/flyrights.
Once again I apologize for the disappointment the discontinuation of services as caused.
Sincerely,
Paige K
[email protected]
I have to use this airline 2-3 times per year. It is almost always a headache, the flights are either late, overbooked, or they lose my bags. They have a small check in space, in Anchorage, with some of the worst customer service around. The reason behind their poor service is that there is no other option to fly to the places that they fly. If you want to get to where you need to go you have to tolerate being treated like crap.
I booked 2 flights to get to my destination, which was from Salt Lake City, Utah to Liberal Kansas. I was under the impression that it had to be done in 2 separate flights because Penair does not fly from SLC to Denver and then to Liberal Kansas. (Later I find out through Penair customer service that yes it can be booked in one flight, you just have to call and book over the phone instead of online.) What normal person would know to do that?
Departure flights were fine. Return flight is where the issue lies. When enroute to the airport in Liberal I receive a call and was told that my Penair flight had been canceled due to one of their planes breaking down and that they had rescheduled a flight for me some 4 hours later. That in turn caused me to have to change my Delta flight time to later that evening. Delta charged me $141 to do that. I asked Penair to reimburse me the change fee since it was their fault and they refuse stating company policy and standard procedure says they can not refund change fees if the flight was booked in 2 separate flights. Like I mentioned above when yo search online for a direct flight through Penair from SLC to Liberal it says no flights available. So that would prompt a person to have to book in two separate flights, because no person is going to think to call because they would do it over the phone in one flight. In conclusion it is not Delta's fault that Penair's plane broke, it is thiers. Penair is telling me that Delta should pay the change fee, and that is not right. Delta had nothing to do with the Penair plane breaking down. I just want what is fair to me, my $141 change fee reimbursed.
We were unable to operate this particular flight at the scheduled time due to a maintenance irregularity. PenAir is committed to providing our customers with excellent and reliable service, however safety is paramount. We will never compromise the safety of our passengers or crew for the sake of departure statistics. We take every precaution prior to each flight to ensure the highest safety standards are met. We appreciate your understanding of our firm dedication to your safety.
I’m glad we were able to fly you to Denver on the same day, however, I understand traveling on the later flight caused you to miss your connection in Denver. We are unable to reimburse you for the change fees Delta Airlines charged you as your tickets were booked in separate reservations. When tickets are booked separately between different airlines, you have a separate contract with each carrier you purchase a ticket from. Your contract with PenAir is between LBL and DEN. We can only waive fees on changes that affect your ticket that contains PenAir flights. Because your PenAir and Delta flights were not booked in the same reservation or on the same ticket we cannot be held responsible for the fees charged by Delta. For further information regarding airline’s responsibilities during a cancellation please visit the DOT website, https://www.transportation.gov/airconsumer/fly-rights.
I apologize for the disappointment this has caused. It is industry standard when flights are booked in separate reservations, each airline is responsible for their own flight. We could not safely operate the flight you were originally booked on, but were able to fly you to your destination later that same day. I am not implying that Delta is responsible to refund your change fee, only that if you explained the situation to them and presented the letter I supplied, they might choose to refund it. PenAir is not responsible to reimburse the change fee charged to you by Delta.
Stranded and lied to so the airline would not have to accommodate. Pen Air has refused to do anything to make up for this.
Flight #*** which was supposed to depart Boston on June 27, 2017 but actually left 17 hours late on June 28th. I have flown all over the world and have never had such an atrocious experience with any other airline in my life. This flight was leg three of my trip which had begun at 8:00 a.m. the morning of June 27th. The flight was set to depart Boston for Presque Isle, Maine at 5:05 p.m. This time came and went with no updates from anyone as to why we weren't boarding. Finally, much past take off time we were informed that there was a mechanical issue with our plane but no new boarding time was set. We were in a tiny terminal in the basement of Logan Airport and could see the mechanics working on our plane for hours including replacing tires (I have pictures to support this). Right next to our plane was another Pen Air plane, Flight *** also headed to Presque Isle. As hours passed by, regular updates were given about Flight *** as it was delayed due to weather. Nothing was being announced about *** so several of us went up to ask why. There was no information available aside from saying they were still working on the plane which we could clearly see. No attempts were being made to transfer passengers to Flight *** which was not full and going to the same place. Five hours later (now passed 10 p.m.) it was announced that Flight *** was cancelled due to weather and because it was weather related no accommodations would be offered. It was then added that there were no hotel rooms in all of Boston and the closest was Cape Cod. People were irate because we were left without info all night until this point, the reason was changed last minute from mechanical to weather, and flight *** went ahead and departed right after to the same destination with half of their seats available!!! If it was weather, why were we told it was mechanical (we saw with our own eyes they were working on our plane for hours) and why was the other flight (an identical plane) able to depart to the same destination??? This was clearly a lie told to us to avoid having to accommodate people. If Flight *** was cleared to depart, weather was not why we were cancelled so several people were in an uproar about this. The Pen Air agents were dismissive, uncaring, and could not be bothered to assist. At one point, one of the Pen Air employees began to cry and abandoned her shift!!! We were told that no one was being added to *** even though it was only half full due to too much fuel. They refused to defuel to assist. Furthermore, we were told that the airport terminal was closing and we had to leave. This forced everyone to have to spend the night outside TSA without cots, blankets, or anywhere to sleep but a cold, hard linoleum floor including several elderly people and folks with small children. Myself and another woman traveling with two young children found that there was one AirBnB available in Boston at the rate of $366 for the night. It was the only accommodation available in the whole city and we were forced to pay this outrageous rate because I have a medical condition and she had two young kids. In addition, we had to pay for extra food and Uber to and from the house which was another $34. We were given a $20 food voucher only to find everything in the airport was closed by then. In the morning, several people reported that the Pen Air vouchers would not be accepted. The worst part was when we came back to the airport in the morning and saw wheelchairs everywhere with people from the flight, their elderly occupants having to sleep in them all night in the cold entry to the airport! Horrifying and unacceptable!!
These unacceptable business practices cost me quite a bit. Over $500 in accommodations, transportation and food. I also missed a critical meeting that was a big part of the purpose of my trip. My tri
On behalf of PenAir, please allow me to apologize for the cancelled flight you experienced on 6/27/17 while traveling from Boston to Presque Isle. Our 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 cancellation. Flight *** was cancelled due to weather and updates were given every 20 minutes. The plane which you saw at the gate being serviced was not the plane assigned to your flight. The plane assigned to your flight *** was traveling from Bar Harbor and was delayed due to Air Traffic Control. By 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 *** 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 destination. Because it required extra fuel, which adds weight to the aircraft, we were unable to accommodate the passengers from flight *** on flight ***.
Unfortunately, in these situations when a flight cancellation is outside of our control, we are unable to provide compensation for meals or lodging. However, 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 day. I 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 circumstance. I 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 cancellation. We value your comments and thank you for bringing this to our attention. We 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:
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
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 *** 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 *** 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 *** 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.
Complaint: ***
I am rejecting this response because:
The company continues to lie about what happened. I 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 responses. I stand by everything I said and have proof of all of it. The company is being extremely dishonest to avoid accountability. They have a reputation for regularly canceling this flight from Boston to Presque Isle which can be easily researched. This 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 plans. This 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 later. He 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