I made a reservation for a flight on Febraury 2, 2015. Upon arriving home that evening, I was informed we would not be able to fulfill our travel arrangements.

I then tried to get ahold of Allegiant Airlines to cancel my flight and could not get ahold of anyone. I tried a couple of different times after dinner and before bed and was on hold anywhere from 30 minutes to over an hour and still could not get ahold of anyone.

The next morning, I emailed customer care requesting to have my flight cancelled because I could not get ahold of anyone via telephone. I received a (do not reply) email back from Allegiant Airlines stating someone would contact me within 24-48 hours. I paid for Trip-Flex, so I wasn't to worried about it. On February 4, I received another email from Allegiant Airlines stating that I could not cancel my reservation via email, that I would have to call the same number that I had been calling and nobody was answering.

I continued to call the Allegiant Airlines number daily, sometimes 3 times a day and would get no answer. I would just continually be on hold for sometimes over an hour before I would just give up and hang up.

I tried calling yesterday, February 10 on my lunch break at work and waited on hold during my entire lunch break before I had to hang up and go back to work (45 minutes) Then I called again on my way home from work at 5:00 pm and was on hold my entire drive home and for over an hour at home. I kept my phone on speaker while I started to make dinner and take care of my family. Then finally someone answered! It was so unexpected, I didn't know what to say.

The following is the most recent correspondence email I sent this morning to Allegiant Airlines to get my reservation cancelled.

This is the third email I am sending you regarding this reservation. I finally got ahold of a real person via telephone yesterday after attempting to do so on a daily basis since February 4. She was not very helpful in telling me I could not cancel my reservation without obtaining fees and I can only get a credit. I tried explaining to her that I had Trip Flex and had been trying to contact someone. She said it didn't matter. I didn't cancel within 24 hours of making my reservation so I was going to be charged fees according to Allegiant policy. She said our telephone lines are open from 4am to 11pm. There is no reason I couldn't get ahold of someone.

Well, let me tell you! I have the telephone log to prove that I could not get ahold of anyone. I work a full time job, I have a family and responsibilities. I tried every day sometimes 2-3 times to try to get in touch with someone and was just continually on hold for 30 minutes to over an hour. I didn't matter what time of day or what day I called. So, how is it my fault that I could not call within 24 hours to cancel when nobody answers the phone?

I told her not to do anything, that I wanted to speak with a supervisor and she said I would have to do that via mail or email since supervisors don't talk on the phone! What kind of business are you people running?? The worst customer service I have ever experienced!

I ended my conversation with your agent very upset, frustrated and left dissatisfied with trying to cancel my reservation. She kept referring me to the policies. Well, you should probably update your agent on your policies that are listed on your website because it says in black and white, trip-flex flights will NOT be charged.

See, I have copied and pasted it below for anyone who is unaware of this fact.

Your agent went ahead and cancelled my flight, after I told her I wanted to talk to a supervisor FIRST. Which I did not find out until after I hung up the phone with her and signed back in to my account. I was charged for seating AGAIN, I paid for seating when I booked this flight and was charged again out of the balance of the "credit" I received for cancelling the flight AND was charged for Trip-Flex fees.

Bottom line is, You will never get my business again and I will not be satisfied until I get a TOTAL refund of $611 that I paid for this flight. I DO NOT want a CREDIT!

I will not hesitate to go public via social media, local news and business bureaus with my frustrations as this is not the first time I have had to deal with this situation and Allegiant, but rest assured, it will be the last.

I expect to have a phone call or email returned to me within the next 24 hours, or I will be pursueing other avenues to get this problem resolved.

I can be reached at 717-580-4225 or [email protected]



About This Policy

Unlike most airlines, we do not overbook our flights. When you purchase an airline ticket, you are committing to us that you will fly and we are committing to you that you will have a seat. Since we don’t overbook, this means if you cancel or change your reservation close to your departure date, there is no one waiting to buy your seat. We need a minimum of 7 days to try and sell your seat to someone else. Our nonrefundable policy allows us to keep our fares low for all our passengers.

Cancellation Fees and Cut-Off Times

Credit will not be issued if you fail to cancel an itinerary within the specified timeframe prior to scheduled flight departure. Your entire fare plus fees for that segment will be forfeited.

Without TripFlexTM:

The following cancellation and change fees apply to itineraries which do not include TripFlexTM. All fees are per segment. A segment consists of one takeoff and one landing:

A $75 per person, per segment fee shall apply to airline ticket itineraries. Cancellations and changes must be made at least 168 hours (one week) prior to scheduled departure.
Changes to hotel reservations must be made at least 7 days prior to scheduled check in and are subject to availability and rate increases.
Changes to show tickets, tours, and attractions must be made at least 7 days prior to scheduled event date. Change fees may apply. Exception: No credit is issued for Absinthe, American Muscle Car Challenge, Big Bus Tours, Blue Man Group (Orlando), Jersey Boys, Million Dollar Quartet, Las Vegas Monorail, Roam Mobility, Richard Petty Driving Experience, or Wet-n-Wild Theme Park cancellations.
Changes to auto rental must be made at least 24 hours prior to scheduled pick up and are subject to availability and rate increases.
Customers are responsible for any change in price for airfare, hotel, car rental, show tickets, attractions, etc.

With TripFlexTM:

Cancellation and change fees do not apply to itineraries which include TripFlexTM, provided changes are made within the TripFlexTM cancellation window of:

For airline ticket-only itineraries:
One (1) hour prior to scheduled departure for travel starting October 30, 2013.
For package bookings (hotel, show tickets, etc.):
72 hours prior to scheduled check in for hotel packages.
72 hours prior to event time for show tickets, tours and attractions, etc. Exception: No credit is issued for Absinthe, American Muscle Car Challenge, Big Bus Tours, Blue Man Group (Orlando), Jersey Boys, Million Dollar Quartet, Las Vegas Monorail, Roam Mobility, Richard Petty Driving Experience, or Wet-n-Wild Theme Park cancellations.
Changes to auto rental must be made at least 24 hours prior to scheduled pick up and are subject to availability and rate increases.
Customers are responsible for any change in price for airfare, hotel, car rental, show tickets, attractions, etc.

TripFlexTM may be cancelled only within 24 hours of purchase, provided no changes have been made to the itinerary. A refund will be issued if TripFlexTM is cancelled within 24 hours through Customer Care, or a credit voucher good for future travel on Allegiant Air will be issued if cancelled online.