Complain about a product or service

Independence Air

We'd like to say it's all clear skies for this plucky newcomer but that's far from certain. Dulles-based Independence Air was until recently a feeder carrier for bankrupt United. Now it's trying to make it as a stand-alone, low-fare carrier but business has been disappointing and the future? Well, it lies ahead.

Independence Air • Consumer Complaints • Defenders --- News #149; Final Boarding Call For Independence Air • Independence Air Warns Employees the End Is Near • Independence Air Is Bankrupt • Flyi Drops JFK, West Coast Flights • IA's Big Fine Isn't Its First • Independence Air Faces $1.5 Million Fine for Safety Violations • Independence Air's Losses Mount • Independence Air Cuts Fleet to Stay Airborne • Repo Man Visits Independence Air • Independence Air Hits a Downdraft

Shawanna of Winston-Salem NC (5/25/05):
My sister and a friend of hers were traveling from NYC to Greensboro for my son's graduation, with a connecting flight in Washington. The flight in NYC was delayed, and the connecting flight in Washington departed 10 minutes before the flight from NYC arrived. In most situations like this, the airline will accommodate the traveler by getting them on another flight, even a flight with another airline. Independence Air does not have any agreements with any other airlines to do this.

The earliest flight was at 8:30 am the next morning, arriving into Greensboro at 9:30 am. The graduation is at 9:30 am. To make this bad situation even worst, the supervisor with an E-4 grade (whatever that means) named Deborah had a horrible attitude. There were many people upset about this situation. My sister spoke up about this, with a hoarse voice my might add. This E-4 supervisor did not want to hear my sister, and called the police. If a person can't deal with an unhappy customer, they should not have a job working with the public. This supervisor showed no compassion.

This was a very bad situation for my family. My sister friend is my also my son's Godmother. My son and I moved out of New York over two years ago, and we don't get to see my friend as often as we would like. Independence Air publicizes their so-called cheap prices to allow you to see your family and friends. After this experience, we will never use this airline again. Independence Air told my sister friend she would have to sleep in the airport, or pay for her own hotel.

Mary of Biddeford ME (5/25/05):
On my trip from Portland to Washington Dulles, they are not handcap ready. They have a hand crank lift for chairs that I used because my mobility is bad and we almost missed our connections because they had no wheelchairs and it was contracted to another service. I was embarrassed. They will hear from me, and a lawyer. I can't believe how Dulles is so underprepared for the disabled.

Mark of Hoboken NJ (5/20/05):
We left JFK late on Thursday 5/21 and the crew there were concerned that we would not make our connection in Dulles that was the last of the evening. The crew indicated that there were delays all day between JFK and Dulles. Our JFK flight had at least 7 persons bound for a 9pm connecting flight to Las Vegas. That flight was the last one for the day. After more delays due to runway congestion in JFK, we took off and as we got closer, the flight attendant said that they were trying to hold the flight for us.

As we approached the gate, the flight attendant told us that the plane had not left and we would have to hurry from concourse B to C to make the flight. She even gave us the courtesy of telling us exactly how to get from B to C in graphic detail. No one in my party or those we spoke to had anything but high regard for the flight attendant. So as we gathered bags planeside, we all made a mad dash. Upon arriving at the Las Vegas departure gate, the crew informed us that the plane had left.

We arrived at the gate at 9:12 and the flight left the gate at 9:10. Someone on the ground knew that there were passengers delayed, landed and en route and let that jet leave without us. No one at the gate would say who held the plane for 10 minutes and then let it go. They also called for a head supervisor who never arrived and who we later found, had left. There were no flights left to put us on and the airline would not try to find another Las Vegas bound flight out of Dulles to transfer us to.

The clincher was that the airline decided to let the flight go out already delayed and keep us in Dulles. And the airline would make us pay for their mistakes. We had to pay for our own rooms. By not getting to Las Vegas Thursday night, our rooms were non-refundable and we had to pay again in the Dulles area. The funny thing was that 3 weeks ago, I flew on a real airline and waited for 20-30 minutes on the tarmac for roughly 3 passengers that were delayed making their connections. The flight crew told us that the captain/ground crew were going to hold as they were en route. I don't recall anyone complaining on board as the flight was the last of the evening, much like the Vegas connection and we all knew we'd leave shortly.

I guess I want some real explanation as to why this all took place the ground crew was helpless at explaining the reasons why we were stuck there and why we had to pay for the rooms. Nothing made any sense and Independence Air has made no effort to rectify this to my satisfaction. In fact, it takes a week to get a response to their complaints email.

Joree of Cary IL (4/4/05):
My flight out of West Palm Beach was delayed due to the weather, which I completely understand. Obviously I missed my connecting flight to Chicago, and was told to go to the gate I was originally supposed to leave out of and the staff would help me. When I arrived at the gate, customers were screaming and yelling at the staff, and I saw two female employees leave crying. I completely understood that it was not their fault, and felt really bad for them. I even made a point to tell the guy I talked to that I knew it wasn�t his fault, and apologized for the other customers.

He informed me that I would be number 1 on standby for the 9:15 flight to O�Hare, and to come back around 8:30 to get a boarding pass. I left feeling relieved. I came back at 7:30, just to see if perhaps I could get a boarding pass and be prepared. The girl at the counter told me that he should not have told me that, as families automatically get to go before me. This is where I started getting upset. She then told me that there would be no available seats until Tuesday, April 5.

She then told me that there was a seat, and sent me over to another customer service agent to book me a seat. (I would like to add that during all of this incompetence I was completely understanding and did not raise my voice until several hours later -- I was still seeing customers yelling and screaming at the employees, which I thought at the time was uncalled for. I figured maybe if I was nice and compliant, I would be helped more efficiently.)

I went over and talked to another employee -- she was by far the most helpful employee at the Washington location. She then told me that the seat had been given away. I don�t understand why the other girl couldn�t have just booked the seat. I was then informed that I would just have to wait and see if I could maybe get on the 11:00 flight. I was not offered any kind of meal voucher, any kind of anything to make me more comfortable -- I know for a fact other customers were given a hotel room and meal vouchers. Maybe this was because they had children, but that isn�t fair -- I don�t have all kinds of cash to hang out in the airport with.

I asked one girl to get my luggage, because there was no way I was going to sit in the airport all night without my luggage. The only reason I thought this was possible was because again, the staff did this for other customers. I was told to go to a different gate to get booked on a flight that apparently had 10 open seats -- I lugged all my crap over there and was told by a guy that there weren�t any seats. Basically, I was told THREE times I would have a seat, only to have it ripped away. When I started crying, the staff would say, �I�ll be right back� and then leave me and not come back.

I cannot tell you how many times I literally had to chase down people that were supposed to help me. Then I was told that I would not be able to get my luggage, that it was against the rules. Why were other customers given their luggage? Amazingly I got the last seat on the 11:00. Shockingly, when I arrived at O�Hare my suitcase wasn�t there! At that point I didn�t even care -- I just wanted to get home. The guy at O�Hare told me I would have my suitcase by noon on Sunday. I had to call four times to get a straight answer from the 1-800 number; nobody told me anything other than �it�s on its way.�

I was told that they would call me back, which no one did. Finally at 11 p.m. last night it arrived. I had medication in there I needed, which was the main reason I was so upset, not to mention all my belongings. And it was opened and had been gone through, which I�m sure is "policy". Never in my life has an airline made me feel so stressed out and made me feel so unimportant. I understand they are a new airline, but honestly -- I have been flying my whole life and this was BY FAR the worst experience of my life. I�ve been delayed; I�ve had rude employees; but NOTHING like this.

I was shaking and crying all night Saturday, and none of the employees did anything to make me feel better. I learned one thing from this experience -- the only way to get what I want is to be rude back to people. I have been considerate and empathetic my whole life -- I�ve worked in customer service, and am now a special ed teacher; I have patience that runs very deep. However, when people treat me like I�m nobody and they run away from me because they can�t give me a straight answer about anything, that�s when I get mad. My recommendation is that you do not choose Independence Air for your travel needs.

Gwen of Ellicott City MD (8/6/04):
My husband and I flew on IA for the first time from Dulles Airport in Virginia direct to Chicago Ohare. Upon boarding the plane, my husband was told that he would have to check his rolling garment bag planeside because it would not fit overhead. Keeping in mind we had no intention of checking anything and packed our valuables and toiletries in our bags. I also checked a bag but was given a ticket. He was not given a claim ticket.

Upon arrival, I received my bag but his bag but it did not materialize. After questioning the baggage handlers, we were told it likely went to baggage claim because it was not tagged. We raced to baggage claim and agian there was no bag. We even waited two more hrs for the next flight hoping our bag might arrive. Again, no bag. My husband filled a missing bag report and was reassured it would likely turn up.

Needless to say we had a miserable trip, we spent our entire weekend using valuable cell phone minutes and incuring significant roaming charges. All of my husband's clothes, toiletries and valuable jewelery were gone. It has been a week later and we believe his bag was intentionally stolen! They airline acts as if this kind of thing never happens but after reading numerous accounts of similar tales on the net I believe there is a systemic problem.

Besides our faith in humanity, we lost my husband's Bulgari dive watch ($3600), his fraternity pin (priceless), leather toiletry bag and all its contents, a navy blue suit, two jhane barne shirts, slacks, a nike sweatsuit and other items of clothing.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top | Travel