I have flown them dozens of times, too many to count. Never any major problem, great movie, food, service, etc. until........my last flight to CUN on 4/8.
At 8:30pm the night before, I got a call that our 7:00am departure was delayed until 9:55am. OK, but I also called back to verify the times because the CUN arrival time they gave me didn't make sense (said we'd arrive at 11:00am). After 1 hour on the phone trying to straighten the agent out about the time difference between Newark, NJ and Cancun (it's 1 hour, he insisted it was 2
), he still was unable to tell me the proper arrival time. Since I take this flight all the time, I pretty much knew so no biggie. So we arrive at the airport at 7:45am, 2 hours and 15 minutes before the new departure time and there is NO ONE in the terminal. As we got to the ticket desk, the agent said "I hope you're not here for the Cancun flight - they just closed the door and they're about to take off".
I look at my watch - 7:45am, nowhere close to the 9:55am time they called me with AND that I REconfirmed the night before. More drama, lots of not so nice words outta my mouth and they opened the door for us, my 4 in law who arrived 5 minutes later than we did and 10 minutes after that, 8 other people who also got the call the night before. As I asked around, seems no one else - in my immediate area anyway - got a call, they had been at the airport since 5am.
I mean I gotta ask - HOW does this happen?
How do you call just a select few people and tell them the flight is delayed until approx.10am and then see fit to take off before 8:30am? If we had checked in just a few minutes later, the plane would have been gone - and the next flight from Newark didn't go out until Thursday (this happened on a Sunday).
Once home, I typed up a lovelyyyyyyyyyy e mail to the customer service dept. They did reply saying the e mail was being forwarded to a manager of operations but the person who did answer me had absolutely no explanation for what happened.
On a positive note, they did get us home, on time, in the middle of that big a$$ nor'easter on 4/15 - when most all other scheduled air flights had been cancelled. Kudos for that.