Complain about a product or service

Independence Air Defenders

Laura of Hamilton, Ontario, Canada (5/20/05):
I may not be an employee of IA, but I am a frequent and devoted flier of the carrier. It seems that the complaints here only deal with one airport - one that I have flown out of - and as we all know, sometimes things go wrong in airports.

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

I have found the staff and crew of all IA flights that I have ever been on to be polite, courteous and nothing short of the best darn flights I have ever had the pleasure to fly. I once fell asleep in the terminal and the staff there woke me up about 10 minutes before the flight was ready to start taxiing. They also had valeted my luggage and brought me a coffee.

A couple of people may have negative experiences with anything consumer based. To not include anything positive in feedback for a company - or even showing a biased opinion against one airport - isn't consumer-based reporting.

IA has always maintained a high level of customer service any time I've contacted them, and indeed if someone was not happy, or not impressed, they offered some sort of compensation immediately -- which has only happened once that I have ever witnessed.

It's unfortuante for you to publish such biased consumer comments such as the ones I read. IA may be struggling - but it is by far the best airline I have ever flown on, not to mention the cheapest fare wise. Publishing comments should include both sides of the company - satisfied and dissatisfied - not just someonee's travel horror story.

We are happy to publish positive comments, though they don't necessarily reflect the reality that any particular consumer will encounter any better than do the negative comments.

It's also worth noting that IA is indeed based at Washington Dulles, the airport that best personifies the brilliance of the federal government. As some IA passengers have learned, getting from one concourse to another at Dulles can -- to say the least -- require physical endurance, acute navigation skills and, most significantly, lots of time.

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