Update by user Sep 09, 2018
Got the bag to us 49 hours after our flight came in via Fed Ex, but if my wife did not go to great lengths of the phone, with some young man in Flint, MI., this would not have occurred. Their plan was to choose a cheaper shipping cost and get the bag to us six days later.
I realize mistakes happen, but the company can improve their communication process. If I have their app on my cell phone why can't they give me a text update to at let me know what is going on or to give me a link to my missing luggage claim?
Update by user Sep 09, 2018
In the interest of fairness Allegiant finally came through with something. If it wasn't for my wife just insisting that getting the bag/suitcase to us six days after our flight was not acceptable, this may not have been resolved.
As it turned they did overnight the bag on FedEx and we are pleased that we got the bag back, but not at all pleased with communication with Allegiant.
The bag was tagged correctly, but because of the way they plan their flights, with 4 or 5 going out within 45 minutes at a small airport, it leads to chaos. Given the opportunity will choose Southwest next time.
Update by user Sep 08, 2018
30 hours after landing get a phone call that our luggage is in Flint, Michigan. This is after the luggage representative insisted it was in Milwaukee.
They tell us they will overnight it on Fed Ex, but it will take five days to get here?
My wife gave them a hard time on the phone and the guy on the phone said that his dispatcher would call us back; of course that call never came. Allegiant Air has lost me as a customer.
Original review posted by user Sep 07, 2018
Flew direct from St. Pete, FL to Milwaukee on 9-6-2018.
I checked my wife's bag and mine at the same time; watched the desk person put MKE tags on both suitcases on moved on. Upon arrival at Milwaukee we were both there watching for the entire time bags for this flight were at spinning at baggage claim, and my suitcase did not make it. The luggage representative was somewhat reluctant to do anything, insisting that it will show up. She said it could take several days.
We wait until the carousel stops and the luggage attendant agrees to put file a claim, so we walk across the street to the check-in location as Allegiant does not have an office at Milwaukee.
We provided all of the information and she put the claim in, but when I asked for a copy she said you don't need one because it is all electronic. She also said the computer is showing the bag is in Milwaukee, but nobody knows where it is. We provided a cell number and home email; 25 hours later we have heard zip. I have tried calling the national baggage claim number twice and it goes right to voicemail.
I wrote the company online and all I got back was some template email.
At most airlines you can at least get a hold of somebody to get some update. This is after having to pay for the luggage in the first place.
The cheap fares are not worth if if your customer service is a negative experience. The luggage representative did not even offer advice on what to do if the luggage never shows up, now I am left searching their website for answers.
Product or Service Mentioned: Allegiant Air Baggage Policy.
Reason of review: Poor customer service.
Monetary Loss: $500.
Preferred solution: Full refund.
Allegiant Air Pros: Initial price for a direct flight.
Allegiant Air Cons: Lack of communication about status, No printout of baggage claim.