If I have a negative travel experience I simply do not review that hotel, restaurant etc. But my experience with Great Lakes Air at the Cortez Airport was so terrible I feel compelled to write this. I consider myself a fair traveler/person, therefore I understand that mistakes happen, issues arise, human and computer error sometimes occur (which is more then most travelers) What I have no tol;erance for is rudeness and an utter lack of customer service.
I have waited an entire year to hear a response from the airline, I like to give a chance to correct mistakes. I was traveling with my 10 year son, and I am hearing impaired. We had 2 tickets from Cortez to Denver, then had two more flights to make once arriving in Denver. We arrived for our flight at the tiny, one desk Cortez airport less then one hour before our flight. The Great Lakes employee told me that we would not be able to get on our flight due to the plane had exceeded its' weight restrictions. I most look stupid, or perhaps because I am hearing impaired they figured I could be taken advantage of.(most airlines try to be more accommodating to those with special needs). I asked for further clarification from a manager because I had never heard of such a situation. Barbara, another employee then approached the counter. She proceeded to tell me that another flight of Great Lakes from close airport was cancelled and that some of those passengers had to be put on MY flight and because I arrived late, they gave my seats away. She then told me the next flight was booked and that I would not be able to leave until the early evening. She did not even apologize. I politely told her that would not be acceptable. She replied that it would have to be because the airline REQUIRES I arrive an hour prior to take off. I showed her on the Great Lakes website that for smaller airports, Cortez included, it does not make that requirement. It actually uses the word "RECOMMENDS" not "requires" as it does for other airports. She had no response, turned around, went to back office where I heard her tell the first employee, who lied to me about weight restictions, "there is no way in h*ll I am letting her on that flight".
She then returned, and proceeded to help another passenger, completely ignoring me and the obvious error that they had made. She was clearly angry by me pointing out the notes on the website. I tried to explain to her that if we did not get on this flight, I would miss 2 connecting flights and reminded her I am disabled and traveling with a child. She refused to do anything. Since the flight they would be putting me on was about 7 hours later, I asked her if the airline would give me a voucher for the closest hotel/motel for the day or at least to eat, she simply said "no".
The results of her mistake had terrible repercussions for myself and my son. Missed my flight in Denver, had to pay for another airline to get me to Atlanta, had to overnight on the floor of the Atlanta Airport main lobby, and finally home the following morning. I was ill for a week afterwards (airports are terrible places for the hearing impaired), out of pocket approximately $900 in additional flight expenses so I could just get home, and most importantly, my poor son.