I thought you other paddlers out there might be interested in our hell-ish experience on Go! Airlines this past weekend. Copied below is a letter I just sent to their customer service department and then forwarded to the local papers. I intend to follow up with a group letter coordinated with other affected canoe clubs. I got the names and contact info of about 11 other paddling-related travelers who were waiting it out with us. Several Lanikai coaches, as well as other paddlers, were in the same situation we were. The rest of the people on our original flight were either on a coordinated one-day tour that was canceled or found their own flights to Hilo or Kona on other airlines.
We planned on getting into Hilo about mid-day with plenty of time to relax and enjoy our vacation rental as we got ready for the races the following day. Instead, we finally laid down in our vacation rental at about 4am and slept fitfully until about 8am, when we drove back into town for our race.
-------- Original Message --------
Subject: Flight reliability
Date: Wed, 05 Aug 2009 14:49:42 -1000
To whom it may concern:
My husband and I were scheduled to fly on Go! flight 1036 from Honolulu to Hilo on Friday July 31st. Our flight was first delayed and then canceled and we were put on standby for the rest of the day. We finally got on a plane at 12:30am, a full thirteen hours after our scheduled departure. In addition to general anxiety and annoyance at the fact that it should never take 15 hrs to travel from Honolulu to Hilo (a 40 min flight), this tremendous delay resulted in the following:
- Our perishable items that we placed in our cooler with blue ice and then paid you $10 to check on were all ruined.
- We paid for car rental and accommodations that we barely got to use.
- Most importantly, we did not get any rest the night before our State Championship canoe races.
Since this has proved that we cannot expect Go! to get us where we are going in a reliable manner, at the very minimum, I would like to get a full refund on our future booking for the weekend of Sept 4th. We intend to never fly with you again and plan to make sure that everyone in the paddling community is aware of the hell that we went through so that they won't either. The ironic thing is that up until now we had been happy return customers and have often stood up for Go! in conversations with our associates. We have been Go! miles members since you first started operations here.
Outrigger canoe racing is the official state sport of Hawaii and many of us were flying over for the State Championship races. Knowing travel would be hectic on this weekend, we made our reservations several months in advance. The least you could have done was make similar plans ahead of time knowing that flights would be fully booked for these few days.
It was nearly impossible to get any information or updates about the ongoing situation. All of the flights were delayed and everyone was upset. Yet some of us were stuck there for an extremely long time (13+ hrs) and a few never got out at all. Meanwhile we watched our team-mates arrive, wait for their delayed flights, and then leave. While we waited, and waited, and waited. We were made to feel that somehow it was our fault that we were on the single flight that got canceled, while passengers from other flights were given standby status above us.
There were a number of things that Go! employees could have done to make our awful experience at least somewhat bearable, including:
- Get every available manager or other employee onto the floor to help answer questions and disseminate information.
- Use the P/A system to give updates on when flights maybe expected to go out (flights were only announced once they were being boarded, so no one had any idea when they might be able to leave).
- Have some level of communication with other airlines in order to be able to assist us in getting on alternative flights.
- Provide water and snacks to the people in the holding area.
- Had at least a modicum of empathy for those of us suffering through the situation.
Sincerely,
Rachel Orange