Horrible Customer service- had a connecting flight in Charlotte NC for Raleigh - Durham @ 11:30 but arrived in Charlotte early- @ 8:30 just in time to catch a 9:35 am flight.
They would not let me changed sat w/o paying a $75 up charge fee- for each ticket mine & wife's.. Even though 9:35 flight had several open seats- they would rather send 9:35 flight half full then give us seats-
We were told- if flight was FULL she could put us on STANDBY- for free but since it had plenty of available seats, that means she has to charge us $75 ea since "the machine" won't let her remove that- apparently they're not trusted to make calls like that...
It's an airline - so I'm sure this is equivalent of yelling at a brick wall - but
a) lack of customer service from any of the personnel - how can there be when they're not allowed to actually do anything by " The Machine"
b) the whole airline itself and its bloated policies: no food service on long flights, up charges for every single thing you can possibly think of & building profits off fees rather than building customer loyalty through a good experience.
c) lack of design and thought to its crappy process- that actually helps the traveler- plenty of thought on how to leech more money though.
Overall crappy experience- will try another airline and hope it is better then what this poor excuse for a Business call an airline.