Home > AirTran Airways > Review

Taken 8 February 2006 from Detroit, MI (Detroit Metropolitan Wayne County Airport) - DTW to Atlanta, GA (The William B. Hartsfield Atlanta International Airport) - ATL

We were at the Atlanta airport on February 14th at 2:35 pm for a 3:30 pm flight to Detroit. The counter attendant, located just inside the door, told us as there was less than 60 minutes to departure, we couldn't check our luggage at that location and would have to go to the main Airtran counter. We did this, arriving 5 minutes later, and asked the individual who was monitoring that line if he could help us since our fight was at 3:30 and it was now 2:40 pm. He said he couldn't do a thing. It took 14 minutes to get to the counter and the clerk indicated that we would have to go standby on the next flight as it was (now) not within the 45 minute time limit. At that point we asked to speak to a supervisor, and like a recording, she indicated the website advises one to get to the airport 2 hours before flight time.

Then she measured and weighed our "keyboard" bag and indicated that since the total measurements were 74 inches we would have to pay a $75.00 fee. (We travel with a keyboard in a hard case that together weigh 40 pounds, and measure 46" x 18" x 8".) When we indicated that every other airline allowed this case, as well as Airtran allowing the case on the departure flight from Detroit, she again related in a robotic way the policy of 60-80 inches would be permitted at an additional fee. We took the case to the post office and had it mailed (including wrap) for $28.00.

We wish to acknowledge our experience on the flight from Detroit to Atlanta was good; both at the Detroit Airport and on the Airtran plane. Our experience on the return fight with Airtran was also good. But the experience at the Atlanta airport was poor, at best. We concede we should have gotten to the airport a bit earlier---but the Airtran employees were not in any way helpful, either to the airline or ourselves. What is the point of having an attendant monitoring the line if he "can't do anything"? Too, the supervisor spent (wasted?) more time reissuing tickets and seats, and measuring our bags than if she would have just focused on hustling our baggage through. In fact, we had previously printed out boarding passes that we had in our hands, in order to save time (both ours and Airtrans') at the airport! We left on the 9:05 pm flight—an unnecessary delay of over five hours. While on the flight we noticed that "golf" bags somehow are not charged added fees, even thought they may exceed the 60" rule, and wonder why Airtran would want to discriminate against (amateur) musicians? In any case, best to be in line 2 hours before take-off.