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AirTran NOT friendly to family needs

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in Toddlers: 12 - 24 Months

I booked a flight for my entire family (including a toddler) with AirTran. We have previously flown with Delta and United with the baby and they have allowed the stroller and playpen free of charge (which we were happy to find out).  The playpen is a necessity as it allows the baby somewhere safe to sleep at our destination. Just before travel with AirTran I decided to review their policy regarding baby items. It turns out that they do not allow a playpen as free baggage, but they do allow a stroller and car seat. I would not be bringing a car seat (we will be renting one at the destination). So I contacted customer support through email to inquire about bringing the playpen instead of a car seat (the collapsed playpen is much smaller than a car seat-but 2 ? inches longer than carry on allows) and told them that other carriers allow playpens for no additional charge. I received an email on a Saturday that stated their baggage pricing structure and stated I would have to pay $75 (each way) in additional costs, nothing more. When I called customer service the same day to address this email, I was told that the customer service department was closed on Saturdays. I did manage to speak with a customer service representative who seemed wholly annoyed with me. She asked if the playpen was oversized (over 61" or over 50#). It is neither. When she started huffing, I asked to speak with a supervisor. The supervisor was slightly more agreeable but the complaint seemed to have hit a wall. I asked if my concern could be forwarded on to someone who could reconsider this policy as it made family travel much more costly and difficult. She halfheartedly agreed to forward it on. Ultimately, we have decided to buy a playpen at our destination as $45 (to buy a basic one) is cheaper than the hassle and cost of dealing with AirTran's policy. Throughout the process I felt that AirTran was not interested in my concern and was reluctant to forward my complaint to the proper department. I will not choose to fly AirTran in the future and I will discourage those with infants/toddlers from flying with AirTran.

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Re: AirTran NOT friendly to family needs

  • mcleremclere member
    Sorry this happened. It's good info for me to know about because we will be flying in October and haven't booked any flights yet.
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  • Tally06Tally06 member
    Honestly, their policy doesn't sound crazy to me. On some trips I absolutely need more items than will fit into my suitcase and carryon and have to pay to check an extra bag, this isn't the airline's fault.

    A stroller and car seat are usually always a necessity a playpen isn't. I am honestly surprised that airlines don't charge a fee for strollers and car seats.

    You aren't entitled to special treatment just because you have a kid. Extra stuff usually = extra fees.
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  • Cherryblossoms07Cherryblossoms07 member
    imageTally06:
    Honestly, their policy doesn't sound crazy to me. On some trips I absolutely need more items than will fit into my suitcase and carryon and have to pay to check an extra bag, this isn't the airline's fault.

    A stroller and car seat are usually always a necessity a playpen isn't. I am honestly surprised that airlines don't charge a fee for strollers and car seats.

    You aren't entitled to special treatment just because you have a kid. Extra stuff usually = extra fees.


    I agree as well. I have flown with them on a number of occasions and never had a problem.
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  • eyenigheyenigh member
    You really should've reviewed the baggage/child items policy before you booked the flight. It isn't fair to ask them to change their policy because you didn't read it before you placed your reservation. 
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  • mben1119mben1119 member
    imageEstwd2:
    So you wanted them to make an exception to their policy because you're super special? I, too, get upset when I'm treated like every other paying customer. The nerve!

    I know, right?
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  • chardonnay24chardonnay24 member
    imageJoy2611:

    imageTally06:
    Honestly, their policy doesn't sound crazy to me. On some trips I absolutely need more items than will fit into my suitcase and carryon and have to pay to check an extra bag, this isn't the airline's fault. A stroller and car seat are usually always a necessity a playpen isn't. I am honestly surprised that airlines don't charge a fee for strollers and car seats. You aren't entitled to special treatment just because you have a kid. Extra stuff usually = extra fees.

    I completely agree.  

    I agree with this as well. Allowing a stroller and car seat free of charge is more than generous. Don't expect special treatment just because you have a kid.

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  • meg_2006meg_2006 member
    As with any company, policies exist because people are constantly stretching the rules, and eventually it gets to be too much.  They have to make their rules black & white.  Much easier to regulate and enforce that way, especially in a large company.  This isn't a mom & pop business...don't expect mom & pop service.

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  • PrimRoseMamaPrimRoseMama member
    imageJoy2611:

    imageTally06:
    Honestly, their policy doesn't sound crazy to me. On some trips I absolutely need more items than will fit into my suitcase and carryon and have to pay to check an extra bag, this isn't the airline's fault. A stroller and car seat are usually always a necessity a playpen isn't. I am honestly surprised that airlines don't charge a fee for strollers and car seats. You aren't entitled to special treatment just because you have a kid. Extra stuff usually = extra fees.

    I completely agree.  


    imageEstwd2:
    So you wanted them to make an exception to their policy because you're super special? I, too, get upset when I'm treated like every other paying customer. The nerve!


    imageeyenigh:
    You really should've reviewed the baggage/child items policy before you booked the flight. It isn't fair to ask them to change their policy because you didn't read it before you placed your reservation. 

    Agree with all three sentiments.

    OP, I think you are over reacting and out of line.  


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  • msditz00msditz00 member

    Where are you staying that doesn't provide somewhere for your child to sleep?  I've travelled with my kids and have always gotten a crib/PNP from the hotel.

    If you are going to visit someone, chances are they know someone they can borrow a PNP from.

    Honestly, I couldn't think of a reason why I would want to lug the thing with you on a trip.

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  • laurakaz13laurakaz13 member

    imageCherryblossoms07:
    imageTally06:
    Honestly, their policy doesn't sound crazy to me. On some trips I absolutely need more items than will fit into my suitcase and carryon and have to pay to check an extra bag, this isn't the airline's fault. A stroller and car seat are usually always a necessity a playpen isn't. I am honestly surprised that airlines don't charge a fee for strollers and car seats. You aren't entitled to special treatment just because you have a kid. Extra stuff usually = extra fees.
    I agree as well. I have flown with them on a number of occasions and never had a problem.

    This.  As someone who travels all the time with DD, I would never expect special treatment for my playpen.  You are wrong.  Why didn't you check their baggage policy? 

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  • WhitWedWhitWed member
    File a complaint with the Airconsumer DOT. They won't be able to change an airline policy, but many times once the airline is notified they can accommodate you in other ways.
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  • henrytviiihenrytviii member

    I love all my friendly airlines, AirTran included. Our babies fly free! That's pretty awesome!

    I've flown Delta with baby 7 times.  Never have they let me check a pack and play for free.  USA Air 2x, still not free.  Sun Country 3 times, also not free. It counts as regular luggage.

    On the one occasion I couldn't borrow one I bought the cheapest model on Amazon and had it shipped to my destination.  I made call to a local women's shelter and they were happy to have me leave it at their door on my way out of town.  $45 well spent.

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  • ghostof5lettersghostof5letters member

    The only reason you called was because you wanted them to waive the fee. When they declined to do that for you, because it's clearly stated in your policy, you stomped your feet like a toddler. 

    Buying one at your destination sounds like a great idea. Why are you so cranky about it? You're just mad you didn't get your way. I hope you don't coddle your kids the way you expect to be coddled.

    Life is hard, you don't always get your way. Get over it.  

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