Vintage Airlines - not good

[cookie909]

See my previous thread on Vintage. This might get bumped to the rant forum even though it's not ranting, it's just the facts....

Out of the 3 of us flying Vintage, all of us had very poor experiences both ways. That's 4 out of 4 tries (we flew on separate days/times). After the first time, I said, OK, everyone has some problems, we'll cut them some slack. But 4 out of 4 is just ridiculous.

First try, June 9: Coming to MHH, our Vintage flight was changed to an earlier time, which means we would miss it due to the 2 of us coming into FLL from ATL on Airtran too late & missing the connection. Vintage changed the ATL flight for us, at no charge, but... after many phone calls and panicky moments (see previous thread).

Second try, June 14: Our friend Jennie was scheduled (and I use that term loosely) to arrive a week later at 12:15 pm. So we boated over to MHH crossing dock to pick her up as planned. She's not there. We call Vintage. The response is: "I have no information on when that flight will arrive." Well, gee. Has it left FLL yet? "I have no information on that." Can you call us? No we have to keep calling them. This goes on for 2 hours. Finally we decide to go get some lunch. After lunch, we call again. "Oh that flight just came in." Gee, thanks for the info. Oh well, we think. We'll just go back to the dock to pick her up. Jennie is there, but tells us that she spent 40 minutes in a line of one person, while 4 people scurried behind the Vintage counter at FLL and no one would tell anyone anything. But... we're still sort of ok with Vintage.

Third try, next day, June 15: My sister was to leave MHH at 1:30. Upon arriving at the airport at 11:30, Cheryl the Vintage Representative, told us that the 1:30 pm flight left at 9 am, and that Vintage tried to call us and email us to let us know. Well, our phones were working, we were home, and there was no email. Cheryl offered to refund my sister's ticket, and we booked her on Yellow Air Taxi (which turned out to be about $20 less!). But.... I will believe the refund when I see the credit appear on the cc stmt.

Fourth try, June 20: OK, this time, we'll be smart. We called on the afternoon of June 19 to see if our flight was still leaving at 1:30. Cheryl said, oh yes, it's on time as scheduled at 1:30. Please be at the airport by 12 noon. We arrive at noon. Cherly now tells us a fax came in to her office "early this morning" and the flight has been changed to 4:30. What?!?!? That means we'll miss our Atlanta connection. Cherly calls Vintage in FLL, and hands the phone to me. The representative on the line says she will call Airtran and book us on a later flight. We go through the Airtran flight times and choose one, she clicks a couple of things on a keyboard, and then says to me: "I'll have to call you back." I said: What? What do you mean? Who will you call? She says again, I'll have to call you back, and then hangs up on me. I'm left holding Cheryl's phone. I look at Cheryl .She says, what? I said, she just hung up on me. What???? Cheryl dials again and hands the phone to me. I get a different person this time. I tell her I was just speaking to someone about changing our flight time on the Airtran connection, and she hung up on me. The lady on the phone says, "Oh, yes, that was my supervisor." I said: What????? That was your supervisor!? She said yes. She tells me now that the flight will leave MHH at 3, and that we have been scheduled on a later Airtran connection. OK, that's ok. I'll take it. That and a Kalik Gold. We go to the Airport bar across the road. Have lunch. No Kalik Golds there, in fact, not even a single Kalik regular. We're stuck with -ugh- Bud lights. We mosey back to the airport at 1:30 or so.

By the way, I forgot to mention that we are carrying 3 potcat kittens with us in a carrier that we are transporting to Atlanta (we do animal rescue). So these kittens, 12 weeks old, have been in the carrier since 11 a.m. so far.....

We arrive at the counter. Guess what? Cheryl says the flight has been moved back to 4:30. Oh great. We'll just barely make the Atlanta connection, but it's not impossible, so we sit and wait.... and wait... and wait.... 4:30 comes and goes. 5 comes and goes..... 5:30 comes and goes.... now it's 5 minutes to 6. A plane arrives. It's not a vintage plane, but a private charter. We're told the Vintage plane was having mechanical difficulties. They sent us a charter. We all pile in quickly, a very, very small 6 seater, with one passenger in the co-pilot seat, 3 kittens and a large yellow lab. After 6 hours of waiting, we're just glad to be in the air. We already know we'll miss the last flight out of FLL to Atlanta. The kittens are stressed. We're stressed. It's hot.

We ended up having to spend the night in FLL ($99 hotel room), pay additional charges on Airtran due to no-show ($233 each), plus food & rental car (we had to go to Kmart to get kitten chow & kitty litter). We finally arrived in ATL June 21 at 11 a.m. Exactly 24 hours later. What a fiasco.

3 of us are currently scheduled (again, loosely stated) to fly Vintage in August. Or I should say: were. I plan to cancel those flights and rebook on another airline.

But... other than Vintage, our trip was fabulous and I'll work on a trip report plus pics! Complete with potcat kittens!

[vharrison]

Cookie, bummer about Vintage. I have only been a member here since May, but just about every flight I hear about with them seems to be sour on some note. Getting to and from a vacation destination should not be a hassle, sorry it was for ya'll.

Can't wait for your trip report and the pictures of the kitty cats!

[cookie909]

I wrote an email to the owner of Vintage, with copies of receipts, and it's been a week, no response. And I still have not gotten a credit on my Visa for the 1:30 pm flight that left at 9 am....

Any suggestions as to next steps? 3 of us are currently scheduled to fly Vintage in August. Should I cancel those flights and rebook on another airline???


BTW, 2 of the potcat kittens have been adopted!

[vharrison]

Cookie, they told me it may take 2 months to get the refund. Keep calling and ask for Christine.

[papanasty]

Get to Ft. Lauderdale and fly with Yellow Air they'll get er done!!:)

[JJ]

I don't think I would want to experience that kind of problem again with potcats or potcakes. The cancellation fees with Vintage are probably much less than all of the additional fees you incurred on your last trip. I think I would give someone else a try.

[BahamaAngie]

Don't they read these postings? Aren't they concerned about losing business in these tough times? With the ad of flying a jet which sounds so good...who wants unreliable!!! I guess I will stick with Continental....I am use to something always going wrong and when it doesn't, we are nicely surprised! I just can not stand the Continental reps at the TC airport.....whew! what grouches!

[cookie909]

The cancellation fees with Vintage are probably much less than all of the additional fees you incurred on your last trip.

There are no cancellation fees. The tickets are non-refundable. The only thing they'll give you is a credit for another flight. Like they are assuming I will fly with them again.

I am trying to get a full refund, plus reimbursement of over $800 for costs incurred on our June trip thanks to their rescheduling without notice. Will keep you posted on how it goes...

[vharrison]

I just can not stand the Continental reps at the TC airport.....whew! what grouches!

Hahaha! The lady that was working on Memorial Day was a grouch, I could even think of a better word! However, the gentleman that was working that day was awesome, he stuck with us and encouraged the grouch to help us. With out him, I am sure we would not made that flight.

[BahamaAngie]

V, we had the opposite with him.....not that she was very friendly but if it is the same fellow and I can still picture him, nice looking young guy but I can think of some choice words for him also and last visit so could the man in front of us! If you don't want to deal with the public, than don't work with them!!!!!

[JJ]

Cookie, since you have non-refundable tickets that you have to use sometime or lose, you may as well use them. Are you always bringing back potcats and cakes? If not, you could wait to use them on a trip where you aren't also having to deal with the critters should things go awry.

[Alan Brown]

It took me nearly a month, and repeated phone calls, before they sent me a check to cover the cost of my return tickets. Had to fly Yellow Air Taxi (big thanks!) when VPJ cancelled our flight back to FTL on April 21st.

Hope they respond to you quicker than they did to me.

[islandfever]

I am amazed and do not know what to say. We have flown Vintage for eight years until this year without any problems. We are not able to go this year because of my wife's illness. I also understand they raised their rates dramatically too. Is this correct?

[Patty&Rudi]

I wrote an email to the owner of Vintage, with copies of receipts, and it's been a week, no response. And I still have not gotten a credit on my Visa for the 1:30 pm flight that left at 9 am....

Any suggestions as to next steps? 3 of us are currently scheduled to fly Vintage in August. Should I cancel those flights and rebook on another airline???


BTW, 2 of the potcat kittens have been adopted!

Yay for the potkitties!

But call your credit card company asap and let THEM know that you did not receive that service, and they will credit your account. Vintage will need to take it up with them, not you.

[cookie909]

Here is an update for those of you waiting with baited breath: Nothing. I have heard absolutely nothing. I called again yesterday, and Christine has not called me back. I emailed and faxed, and still... nothing. As Clark Howard says: Customer No-Service.

I disputed the charge on my cc for the 1:30 pm flight that left at 9 am without notice to me.....

Situation developing....

So should I start a poll? How do I start a poll?

Should I:
A. Book on another airline for our August trip, and take my chances of getting a refund on Vintage,
or
B. Take my chances on Vintage in August???

[JJ]

My "vote":

- If you are traveling with potcakes and potcats, I go with A. I can't imagine being stranded like that while transporting rescue animals.

- If no potcakes and kitties this trip, then go with B. and risk it again with Vintage.

I sure wish they would get back in touch with you. Lack of communication seems to be the biggest issue with them these days.

[vharrison]

Lack of communication seems to be the biggest issue with them these days.

I think they have bigger issues than communication, but communication can make poor performance tolerable. That said, lack of communication makes poor performance unacceptable.

[BahamaAngie]

Hey, you know all this controversy about Vintage?? Well, I decided to call Spirit Airlines again (as I have been doing without any success as it is always busy) and I finally got through. I told them I NEVER received an email confirmation (they had my email address spelled wrong) and our flight was cancelled and they were putting us on another one....about 6 hours earlier....nice right??? Didn't even know it! Than I am thinking we had gotten an 800 # message on our voice mail from someone with such a broken accent, my husband and I could NOT decipher what he was saying and now I am wondering if it was a Spirit rep. Geez, it looks like the wave of the flying future is to check and recheck which I was doing but could NOT get through!!!! So, it is just NOT Vintage causing problems.

[papanasty]

Fly With yellow Air !:eek:

[vharrison]

I just found out Yellow has daily flights to Bimini also! Cheap!

[BahamaAngie]

It would cost more to fly into Florida and than take Yellow Air or another carrier than flying directly with Continental all the way through. I checked out a couple of options and it was more $$$$.

[Abacobrad]

from Atlanta to Freeport- Trying to get an August trip in. $350 RT from ATL + $160 for Regional= $510 RT from Atlanta. I suggest you try to price your departing city to FPO (freeport) and see how it pops. VERY sad for Vintage they set such as great standard for years.

Brad

[cookie909]

Vintage Update:

After my last posting, I finally got a return email from Tom, president of Vintage. He said Vintage would reimburse us for our extra expenses (just over $800) due to the delay on our return flights. He said he was mailing a check that day. I decided to wait until I received the check before giving y'all an update. Today I received the check, so here's your update (let's hope the check don't bounce). :eek:

I received no apologies. Only: "I'm not happy with your situation either." In addition, I got this statement from Tom:

"On another note I have not addressed this promptly due to your message board posts, that type tactic turns me off very much. I do not need a message board to tell me what is right or wrong."

Ahhh... the power of the internet. Seems to me like it worked in this case anyway. I would think that a posting on the message board would compel a business to reply more quickly, rather than delaying a response. The unreturned phone calls and lack of response to emails and faxes only served to frustrate me more, resulting in additional postings. A prompt response would have resulted in a more positive posting.

On another note, Vintage will NOT cancel my August fares, Tom thinks "they will be OK.and with no mechanicals or weather should be on time." So I will have to try them one more time. If they do GOOD, I will post a positive report! If not, well, then.... maybe this forum can tell us what is right or wrong....

[vharrison]

"On another note I have not addressed this promptly due to your message board posts, that type tactic turns me off very much. I do not need a message board to tell me what is right or wrong."



That is an interesting statement to say the least.

Last I looked, this is the Abaco Forum, not the message board. This forum is simply a great group of folks that love Abaco and love sharing their experiences here. They share the good and the bad. Thank goodness, they are allowed to do that here on the Forum. Quite frankly, the postings here are what help me choose VPJ for my transportation to the island.

That said, I, along with a whole plane full of people are still waiting, since Memorial Day, for our promised refunds.

[JJ]

"On another note I have not addressed this promptly due to your message board posts, that type tactic turns me off very much. I do not need a message board to tell me what is right or wrong."



Hmmm. Very interesting. An attempt to quash others from posting bad experiences in fear of not getting reimbursed. Not sure I like their way of doing business. I keep hoping for something better out of them because back when they were good, they were very very good, but I just don't see the situation improving. It just gets worse.

Cookie, I hope you have a good trip in August. (and vharrison, I hope you get reimbursed soon)

[theKurp]

By the same token, there's a very fine line that exists. We all enjoy this website and for many the draw is the freedom that other sites are reluctant to permit because they accept advertising dollars.

Like any type of mass communications, it takes money to fund and sustain the medium which benefits the users at no direct costs to themselves. VPJ is an advertiser - so in effect, they help to provide that which we enjoy.

I'm not saying that it would be better to ignore or refrain from posting less than positive reviews of a business, but simply sticking to the facts without acrimony might help in straddling that fine line so that advertisers continue to support the site while at the same time using the input from reviews to improve their service.

[DrRalph]

By the same token, there's a very fine line that exists. We all enjoy this website and for many the draw is the freedom that other sites are reluctant to permit because they accept advertising dollars.

Like any type of mass communications, it takes money to fund and sustain the medium which benefits the users at no direct costs to themselves. VPJ is an advertiser - so in effect, they help to provide that which we enjoy.

I'm not saying that it would be better to ignore or refrain from posting less than positive reviews of a business, but simply sticking to the facts without acrimony might help in straddling that fine line so that advertisers continue to support the site while at the same time using the input from reviews to improve their service.

Thanks; we appreciate your insight and sentiment, this is a difficult issue for us as well.

[Summerview]

I have flown with Vintage for 10 years, and will continue to do so.

I do not fly peak season, maybe that is why. Every airline is trying to stay in business and we just need to go with the flow.

Many flights they do not even break even. What would we do with out them!!!! Think about that......

[Watercolours]

I agree with Pati at Summerview " What would we do without them" They have been here along time , we have lots of our guests for sailing Charters and Cottages come with Vintage and have been happy with their service. I do see there has been lots of complaints lately, however, they have the experience and longevity to do it right, give them a chance. They just expanded to jet service and along with the increase in operating expenses (Fuel) they have possibly been overwhelmed. Tom is a good person and has always run a great operation, so be patient ,my bet is on Vintage, and doing the right thing for their customers.
www.watercolourscottages.com (http://www.watercolourscottages.com)
www.cruiseabaco.com (http://www.cruiseabaco.com)

[Floridacargocat]

As a former owner of an aviation-oriented company I do know what it means to provide uninterrupted quality service all the time. However, sometimes conditions are not stacked in your favour (some of them are within your control, some of them are not), and then it is difficult to recover. What is more difficult is the recovery in perception after a period where more travellers voice their complaints (and how many are satisfied? Do they all voice their opinion?).
Operating an air carrier with as many airplanes as VPJ has requires a very high amount of attention, which a private owner will always give in order to have a sustainable business.
What would you do (as the owner) if your airplane is totally underutilized (flying one or 2 out of a total 9 possible passengers) under today's conditions? What would you do (as the owner) if one or more aircraft are taken out of service for one or the other reason? You (and your staff) would try the best to satisfy the maximum possible number of passengers while alienating a minimum number of passengers. You still want them to fly another time with you and talk about your services even when the going gets rough.
VPJ is small enough that nearly every passengers knows the owner's name. How many air carriers are know for this? Not many.
Suggest that you go vpj.com and read Tom's letter of June 16, 2008.

[patw]

As a former owner of an aviation-oriented company I do know what it means to provide uninterrupted quality service all the time. However, sometimes conditions are not stacked in your favour (some of them are within your control, some of them are not), and then it is difficult to recover. What is more difficult is the recovery in perception after a period where more travellers voice their complaints (and how many are satisfied? Do they all voice their opinion?).
Operating an air carrier with as many airplanes as VPJ has requires a very high amount of attention, which a private owner will always give in order to have a sustainable business.
What would you do (as the owner) if your airplane is totally underutilized (flying one or 2 out of a total 9 possible passengers) under today's conditions? What would you do (as the owner) if one or more aircraft are taken out of service for one or the other reason? You (and your staff) would try the best to satisfy the maximum possible number of passengers while alienating a minimum number of passengers. You still want them to fly another time with you and talk about your services even when the going gets rough.
VPJ is small enough that nearly every passengers knows the owner's name. How many air carriers are know for this? Not many.
Suggest that you go vpj.com and read Tom's letter of June 16, 2008.

Thank you Axel!!

[Shelby]

What would you do (as the owner) if your airplane is totally underutilized (flying one or 2 out of a total 9 possible passengers) under today's conditions? What would you do (as the owner) if one or more aircraft are taken out of service for one or the other reason? You (and your staff) would try the best to satisfy the maximum possible number of passengers while alienating a minimum number of passengers. You still want them to fly another time with you and talk about your services even when the going gets rough.
VPJ is small enough that nearly every passengers knows the owner's name. How many air carriers are know for this? Not many.
Suggest that you go vpj.com and read Tom's letter of June 16, 2008.


I have not yet read Tom's letter, and I will do so. But, in answer to your question, I'll tell you WHAT I WOULD DO. I would deal with all customers, particularly those whom I have disappointed in some way (whether or not the situation was beyond my control) with integrity and decency.

I fully understand that things are difficult in the aviation industry these days, and companies have to make unpopular decisions in order to keep their business afloat. Fair enough. HOWEVER, in times like these, it's more important than ever to treat customers properly, and that does not include chastizing and belittling them!

As a business owner, there have been times when I have, for circumstances beyond my control, disappointed a customer. It's an unfortunate fact of life. BUT, I have done everything in my power to a) keep the customer informed about the situation, b) work with the customer to identify alternative solutions and c) deal with the customer with honesty and integrity.

It's called crisis management and it's how you avoid alienating customers, and how you get people who've been disappointed for whatever reason to continue to use your services and sing your praises to their friends.

I don't fault the company in the least for having to make difficult, and, ultimately, unpopular decisions. I sympathize with them. However, a company that admits (in writing, no less!) to penalizing a customer for complaining, especially when the company knows it's in the wrong, crosses a line for me. Period.

[Alan Brown]

I echo Shelby's comments and would suggest that the time to evaluate the quality of a company's operations is when things aren't going well. For the past few months thing's haven't been going well for VPJ and their customer service procedures are especially in need of improvement. They are failing more in this area, as one gleans from the various posts, than in any other.

VPJ has no real control over unanticipated mechanical problems. When an aircraft has to be removed from service, the ripple effect is felt by every customer who's committed to a travel schedule. So, we have to grin and bear it, just as VPJ has to, and hope that the inconvenience will be minor. This is the nature of travel nowadays.

Where VPJ has some control over its destiny is in the way it responds to customer complaints. When customers e-mails go unanswered, phone calls aren't returned, and no apologies are offered, many folks start to get hot under the collar and small problems grow in size. Fixing an aircraft is a much easier thing to do than repairing the ill-will of a disgruntled passenger.

I truly hope that things turnaround for VPJ and their former reputation for quality service can be restored. Time will tell.

[JJ]

In all fairness, I think Cookie did a good job of just keeping to the facts of her experience despite the circumstances. And Shelby, thank you. I think you said that very well.

[gwmeadows]

As a person who flies 4 flights a week around the U.S., I am acutely aware that things happen in regard to air travel that we do not like. How the company responds is the a fair assessment of the kind of company that they are.

I've always flown VPJ into/out of MHH, but I have to tell you that the stories I heard on this forum have me considering other carriers. Tom's reported response is unacceptable in terms of general customer service. Maybe we could hear from some of you that have had good responses from VPJ after having a problem with them. It's normal to hear more complaints than praises.

I'll give VPJ the benefit of the doubt unless the reported trend seems to continue - specifically slow customer service response. Maybe Tom himself would like to address the situation. It seems like he may have a customer base as a captive audience here.

"There's no evangelist like a convert"

[vharrison]

[LEFT]Here is the letter referenced above:

Dear Valued Vintage Customer:
I would like to take this opportunity to express my sincere appreciation for your continued support and loyalty to Vintage. Without your support and patronage we would not be here today.
This year is the 16th year Vintage has been serving the Abacos. It is also the most challenging year in the history of Vintage

[SamFamAustin]

Hey is that the little "RJ" planes that Emraerer makes? I love flying in those on Continental. Very dependable and the pilots get to fly more like cowboys, which I love (wohoo, give me a Heinekin and do THAT again!). Sorry to hijack another thread, but that's a great addition to anyone's regional air fleet. -sammie

[Tropical Concepts]

We use Vintage monthly with very good results. While it has been acknowledged that there has been some recient rough spots with VJP. It appears that they are dedicated to doing the best that they can. Being a small business does limit their ability to resolve issues in these tough airline times. VJP's resources have been stretched, but they have always done their best with my many dealings with them, if not on my time table.
I look forward to continue to use their services in 2 days and hopefully many more years in the future! They are the only ones who provide the niche market out of Melborne -a wonderful easy access airport. The quickest flights from there, as well as west coast Florida.

[DrRalph]

This thread is closed.