Investigation: Allegiant has low prices, high complaints

Allegiant Air's dirt-cheap ticket prices to sunny destinations can come with a pricey risk: spoiling your vacation.

The Las Vegas-based carrier has the highest complaint rate of any airline flying out of Cincinnati/Northern Kentucky International Airport - and second-highest among the nation's commercial airlines, an Enquirer analysis of federal data shows.

CVG officials have worked hard the past two years to bring in low-cost carriers, and Allegiant Air arrived in February amid great fanfare. By most passenger accounts, the fast-growing, no-frills carrier has been a godsend for an airport notorious for having the nation's highest ticket prices. But there is a downside to Allegiant Air doing things on the cheap.

Allegiant Air and other so-called ultra-low-cost airlines often offer only limited flights each week to destinations - so if there's a problem with an airplane, your flight could be delayed for hours or even a day. And many don't have agreements with other airlines, so don't expect Allegiant to send you to the Delta counter to get you on your way.

'Discount carriers like Allegiant have no counter relationships with other airlines, no back-up planes,' Bridgetown resident David Caldwell wrote in a letter to The Enquirer after having a bad experience with Allegiant last month. 'Flying discount carriers comes with a big risk.'

Allegiant Air has a higher rate of complaints about tickets, reservations, boardings, refunds and dealing with disabled passengers than airlines generally. Allegiant, however, does have a much lower rate of baggage complaints than the industry, according to the analysis.

Allegiant received 5.7 complaints per 100,000 passengers from January 2013 to July 2014, according to the analysis. Frontier Airlines, another fast-growing discount carrier at CVG, has the second-highest complaint rate of airlines operating here - 3.5 per 100,000 passengers. Conversely, Delta Air Lines, the dominant carrier at CVG, has one of the lowest complaint rates among the 15 carriers here.

Overall, only discount carrier Spirit Airlines had a higher rate of complaints than Allegiant - 8.5 per 100,000 passengers.

Flying Allegiant for holidays? 'Keep expectations low'

Local fliers should know Allegiant's track record of complaints if they're considering flying the carrier during the upcoming holiday travel season, Allegiant customers and travel experts say. The airline is planning to start more new nonstop flights at CVG soon - Phoenix on Friday and Las Vegas on Dec. 18.

'The key is to keep your expectations low,' said Mariemont resident Keith Berlin, who had a bad experience with Allegiant in June. 'If you do that, you're likely to have a very good experience.'

Allegiant officials admit they've made mistakes with customer service, but they've made changes in the past year to address problems. The company believes many of its complaints can be traced to fliers' not being fully aware that Allegiant's model of charging a fee for almost everything beyond the base ticket price - from on-board bottled water to printing a boarding pass at the airport - is different than most airlines.

'We've identified that we haven't done a good job of being upfront about' all the add-on fees, said Brian Davis, Allegiant's vice president for business development. 'We are different, and we don't apologize for that. We've made a conscious decision to do a better job of communicating to our customers that we are different.'

Cincinnati has quickly become the fastest-growing, nonvacation city in Allegiant's history. The airline has helped keep local leisure fliers at home after years of their driving to Dayton, Columbus and Louisville to catch cheaper flights. Allegiant started at CVG with flights to two cities. It's since added or announced nonstops to five other cities, and more growth could be on the way.

Allegiant appeals to people who typically drive to the beach or don't take trips at all, experts say. It's hard to top Allegiant's ticket prices: A roundtrip flight to Orlando, Florida, later this month, for example, is going for $175 - $120 cheaper than on Delta.

It's possible to fly Allegiant without any add-on fees, but only if you have a carry-on bag that fits underneath the seat. The key to flying Allegiant is to do your homework before booking the flight, experts said.

'If you need to check a bag and carry on a bag, make sure to include those costs when you're comparing to other airlines,' said Brett Snyder, a Long Beach, California-based airline expert and author of the Cranky Flier blog. 'In general, Allegiant is going to be cheaper, but that won't always be the case.'

Local complaints appear centered on flight delays

The federal complaint data do not provide specific airport location information. It's possible none of the official grievances about Allegiant has come from local fliers, although some have recently shared about their bad experiences through letters to the editor, emails and social media comments to The Enquirer.

Allegiant's spotty record(Photo: Randy Mazzola / The Cincinnati Enquirer)

Other local fliers have complained about Allegiant on consumer airline websites. Among the biggest complaints: hourslong delays.

Bridgetown's Caldwell said his Oct. 10 flight to the Fort Myers, Florida, region was delayed for eight hours before it was canceled. He was offered a refund on the airfare, but not on the add-on fees. He ended up staying home and missing the University of Cincinnati's football game in Miami on Oct. 11.

Mariemont's Berlin, his wife and three young children had a similar experience trying to get from CVG to Tampa Bay, Florida. The flight was delayed for 4 1/2 hours before being canceled. There was another flight scheduled to depart CVG the next day, but the Berlins missed a full day of vacation. Berlin said he'll consider Allegiant again. After all, it offers the cheapest flights to the beach.

'Ultimately, Allegiant's good for Cincinnati,' Berlin said.

Delays seem to be a major gripe of passengers who fly Allegiant nationwide, according to multiple media reports. And according to federal data, 44 percent of all Allegiant complaints in August were related to flight problems - most likely delays and cancellations.

The delays often can be tracked back to Allegiant's operating on tight purse strings and limited weekly schedules. The company is notorious for keeping operating costs down by flying out of smaller airports, hiring a third-party contractor to staff ticket counters and gates, and having no back-up planes at origination airports.

It's a big reason Allegiant is often able to offer one-way, base fares for under $100, but the cost-cutting measures also can lead to passenger headaches.

'Allegiant doesn't do a good job of managing its customers' expectations,' said Henry Harteveldt, a San Francisco-based travel expert. 'When things go wrong, they do a poor job of recovering. When you offer only a few flights a week to a destination, a delay may mean you arrive anywhere from hours to a day ... later. That can ruin your vacation.'

Airline: We're focusing on being more transparent

Allegiant Air recently has made efforts to be more transparent about its add-on fees, airline executive Davis said. For example, Allegiant aired a national television commercial earlier this year saying the airline charges for on-board soft drinks.

'People said, 'OK, I get it now,' ' Davis said. 'It's more than just saying we fly to Florida for 'x' dollars and that's it.'

The airline now sends fliers text messages about delays, letting them know they can wait to come to the airport.

Last month, Allegiant began charging $5 to print a boarding pass at the airport. The airline made sure to present the three options for boarding passes during the booking process on Allegiant's website. Customers can print or download boarding passes on their smartphones at home for free or pay the printing fee at the airport.

Allegiant also sends emails to fliers 24 hours prior to departure reminding customers about the boarding-pass options.

Said Snyder: 'If you book on Allegiant's website - which, other than over the phone or at the ticket counter, is the only way to book - then it's incredibly clear what's included and what isn't.'

Advice from a travel expert

Considering flying Allegiant Air? San Franciso-based travel industry analyst Henry Harteveldt offers these tips:

■Do your homework: 'Check other airlines to see if they offer comparable value first. Allegiant savings may not necessarily be as good when you add up all the extra fees they charge. For those who choose to fly Allegiant, remember the only thing your base fare includes will be the ability to board the plane.'

■Consider value of your time: 'Can you afford to lose a day of your vacation, because Allegiant's planes are late? Can you afford to lose a day of work if your return flight is delayed? Both offline and online travel agencies may be able to help you find a vacation package that provides a competitive price and delivers a better experience, both on the ground and at your destination.'

■What to expect at the airport: 'Plan to get to the airport early to check-in. Be prepared to use less-convenient gates. If you're traveling with a family, you may want to consider paying for pre-reserved seats. If you or someone you're traveling with has limited mobility, check to see if Allegiant uses jet-loading bridges. It's possible some airports may not offer these.'

■Print your boarding pass at home: 'Allegiant charges a fee of $5 per boarding pass printed at the airport. Also, if you think you may check luggage, include that when booking, since the checked-bag fees cost more at check-in.'

■BYOF (Bring Your Own Food): 'Bring your own snacks or food; Allegiant doesn't provide this. You may even want to pack a Thermos of coffee or tea, or bring your own soft drinks, since you'll have to purchase these on the plane. Don't bring alcohol - you may only consume alcohol on a plane when it's served to you by an airline crew member.'

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