Maxjet -Do you think it is worth complaining?

Arrived at LAS on Thurs to find that my Maxjet flight was delayed by 4 hours and that it would be going via JFK for a refuel stop. The reason given was that it was too hot in las vegas to take on enough fuel.

I then found out that our party had been split up all over the aircraft despite reserving seats in advance, on asking why the handling agents said they dident know, so I asked to speak to the station manager as we were getting rather worked up.

Station manager comes down to the check in and says that the aircraft had to be changed and there were 6 less seats on this plane, apprently maxjet use 3 767s and only 1 has the extended ranged required for a west coast flight, this had gone tech and the new plane had to refuel in JFK.

So basically my complaint is, I was lied to as were all the passengers about why we had to refuel, and secondly I paid for a direct flight home from LAS only for it to turn into a stop for refuel, adding to the already delayed flight.

The seating arrangments I can live with, I understand that seats are never guarnteed, but I dont understand why we were all told it was too hot to take on fuel in Las vegas, when it seems it was the aircraft switch that was to blame.

Does anyone think I have a valid complaint ro are my expectations too high?








Edit to thread title by mod for clarity......... Nick

[mcmbenjamin]

Well maybe. You got a direct flight; not non-stop.

The bit about being too hot more than likely is correct for the aircraft. When a air traveler books a ticket, they do not book a seat on a certian aircraft. MaxJet does not hide the fact that they have three aircraft; one which is an ER.

If you write letter mention that you flight Virgin to LAS X times a year and JFK Y times a year plus that you liked your flight on MY all but being lied too, seats and stopping. I bet you get a GBP50 voucher.

[Scrooge]

I have found MY's customer service to be pretty good, certainly a lot better than VS's boiler plate answers.

Drop them a line, explain your concerns, don't get to emotional and see what you get in reply.

Thanks

I think I may drop them a line just to say that i was a little disappointed etc, seem the customer service is based in D.C so unsure if I should email through the website or send a letter via snail mail!

[honey lamb]

Well given this response to a report on another website, I think it's well worth dropping them a line

[mcmbenjamin]

Sure HL BUT did (s)he get anything besides a nice letter and helping MaxiJet improve their IFS (joke; ramps at other IAD airlines call MaxJet MaxiPad because MY's go tech all the time)?

I want money, point/miles or a voucher. Even a T-shirt!

Unfortunately she (ie. me) didn't get anything other than a letter but hopefully some of the comments may have helped others who flew Maxjet after me.

I think maybe a polite letter may get you a polite apology and possibly a small voucher.

I do have to say that a 4 hour delay, whilst very annoying is not too bad considering it was for a change of aircraft from such a small fleet, there are many other larger carriers who would have kept you waiting a lot longer than 4 hours.

You still did get a direct flight.

As for the 'lies', I would guess that is more likely to be a case of the handling agent not knowing the answer so made it up, after all what would he/she have to gain by saying that ? It could of course also have been a genuine misunderstanding on the agents part.


Just my 2c worth.

Mark

[mcmbenjamin]

Maybe send it receipts for food and claim that these cost were happen due to the delay. Maybe up some illness and you will some money. 100%

Thought I would give you an update on this. Last Sunday the VP of operations called me, his PA had seen my post on here and they managed to track back through the passenger list and find me! So I was quite impressed that my post here got a responce from a major guy at maxjet.

He told me that it was the plane that was at fault maxjet have 3 planes and only 1 has the extnded range that can go as far as vegas. However he admited the heat was causing problems for them also and he could see many more LAS flights having to refuel this summer. Hopefully they are getting another 2 planes when the LA flights start. Both of these will have the extended range.

He then said that the VP of customer care would contact me to make me a goodwill offer within a day or so, I have heard nothing from Maxjet since, I dropped them a line through the website on Thursday but again Silence.

So at first I was really impressed that someone so high would take the trouble on a Sunday to call me, but now im not so sure, why offer a goodwill jesture if your not going to see it through[V]

Its not the issue of compensation, more the fact Ive been told someting and its not happened.

[Scrooge]

As you may of figured I am a Maxjet fan, but let me be a little unbiased for a sec.

First of all [y] to the PA for being on here, nice to see an airline employee using sites like this one to keep in touch.

[y][y] to them for being pro-active and having their boss call you, I don't know many airlines that would go that far, hell we all know what a pain it is to get a response from VS when there is a problem.

I should also point out one thing...my guess is that they flew an aircraft out from JFK to make this flight, 99% of airline would of just canceled the flight and put you on other carriers, I could be guessing wrong of course [?]

I have found Maxjet to be very easy to communicate with, in fact in a lot of ways they remind me of the VS I knew and loved in the early 90's.

MY-Flyer.com anyone [:p]

Originally posted by mcmbenjamin
Sure HL BUT did (s)he get anything besides a nice letter and helping MaxiJet improve their IFS (joke; ramps at other IAD airlines call MaxJet MaxiPad because MY's go tech all the time)?

I want money, point/miles or a voucher. Even a T-shirt!

I hope you are just quoting that, and don't subscribe to that statement, because it is TOTALLY UNTRUE!! MY now have one of the best records of any airline for not canceling flights.

Originally posted by stoneman

Originally posted by mcmbenjamin
Sure HL BUT did (s)he get anything besides a nice letter and helping MaxiJet improve their IFS (joke; ramps at other IAD airlines call MaxJet MaxiPad because MY's go tech all the time)?

I want money, point/miles or a voucher. Even a T-shirt!

I hope you are just quoting that, and don't subscribe to that statement, because it is TOTALLY UNTRUE!! MY now have one of the best records of any airline for not canceling flights.

Instead they just delay them for 12 hours like the week before last when my colleagues flew STN-NYC.... [?]

[Scrooge]

True, but when they were first flying out of Washington they were having serious problems with canceled flights, times have changed however.

Delays are better than cancellations, it's not like they can re-book passengers onto 'any of many' other daily flights like BA, VS, AA.....

[Scrooge]

errr...yes they can..they have an agreement with...drum roll please...VS

What's the general take on the following then...

Say I booked MY and at check in was advised a 4/8/12 hour delay that would mean I miss a flight/meeting etc...would I have the option of being re-booked onto another airline (as long as I had the appropriate fare class?)... how does it work?

[Scrooge]

Honestly don't know, worst delay I have had is 2 hours with them

Hello again!
Just thought I would post an update on the update!

I recieved an email today from the VP giving me a $500 credit for a future flight. This is i think very generious and shows how serious Maxjet are in keeping their customers happy.

I really hope Maxjet survive as a company, they have a good product and hopefully can get the tech issues with their planes sorted and have a top notch product

Gavin

Bravo Maxjet!

Regards

John

[honey lamb]

Nice result! Well done [^]

Now it's only right that you should share it with those of us who encouraged you to make contact. [:o)]

[Scrooge]

Under two weeks from it first being reported to it being settled [:?]

Think VS could learn something...how long did it take VS to settle the EGG debacle.

Well anyways as I try and teach my employee's..we f**k up we fix it, makes for happy customers [y]

I think VS problem is its got too big to be personal, would not supprise me if Maxjets customer service team is just 1 or 2 people!

Virgin really need to get back to basics with their customer service, the way EGG was treated was bad, and he had a clear case for addressing! Even simple requests via email seem to get you a templated answer which does nothing to answer the question you have asked.

Im very happy with my outcome though, and thanks to you all on here for your advice

Originally posted by NS
What's the general take on the following then...

Say I booked MY and at check in was advised a 4/8/12 hour delay that would mean I miss a flight/meeting etc...would I have the option of being re-booked onto another airline (as long as I had the appropriate fare class?)... how does it work?

Not sure how that would work at Stansted...

Paul