ComplaintsforDenver Air Connection/Key Lime Air

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My partner and I had a flight out of ******* to Denver International Airport scheduled for 3:30 PM on Friday, December 15th, 2023. We had a connecting flight that was departing at 6:05 PM to ************. The flight was only 40 minutes, and the plane was an hour and 40 minutes late to arrive. They took a ridiculous amount to time to board passengers and when we arrived at DIA they had us sitting in the plane for at least 15 minutes before letting us deplane. Meanwhile, the stewardess was on her phone, sharing photos she had taken (of the moon) with the copilot. We missed out flight because of the delay, which no apology was offered for, and they did nothing to call ahead to DIA to inform them that an entire plane of people were late arriving and the majority of whom had connecting flights. I contacted Denver Connections customer service and they just said to send an email but they cannot guarantee anything. We missed the entire day of Saturday in ************ (1 day out of 3 day trip) and had to also get a hotel and food in Denver. A trip that should have taken a *** of 7 hours ended up taking 26, cost us precious time with our families, and I want the airline to reimburse for some, if not all of the trip (the entire trip was about $1100 for tickets for 2 people from ******* to Denver and then Denver to ************ and back. I understand that the connecting flight was with United, but its ultimately Denver Connections fault for the entire debacle in the first place, and I want to see it rectified, and have so far not had a good experience with their customer service side either. The names of each flier are *********************** and ***********************************, if that information is required for verification.

  Business response

  12/26/2023

  Delayed ********************************************* behalf of Denver Air Connection, I apologize for the delayed flight and resulting inconvenience.  Upon receipt of this complaint, my office conducted an investigation into the circumstances surrounding the delayed flight as well as the unloading process at the Denver Airport.

  The flight delay was the result of weather conditions encountered by the inbound flight, thus the delay carried over to the ******* Denver flight.  As weather conditions are beyond our control, Denver Air Connection is not responsible for out-of-pocket expenses. This policy is within the guidelines and regulations of the U.S. ********** of *********************** addition, the delay in deplaning in Denver was the lack of ramp space. The ******* Denver flight was required to wait approximately 15 minutes for the unloading process to commence.
  

  In the event ****** Airlines imposed additional fees for the ************ portion, Denver Air Connection would be happy to appeal those charges on behalf of ***************   To appeal, we will need the following information:
  * Full Names of both passengers
  * ****** Airlines Reservations Number
  * Original ****** Flight Number - Denver to ************
  * Replacement ****** Flight Number
  * Amount of the additional collection by ****** - (Copy of the charge.)
  

  While we cannot guarantee the outcome of this appeal, we will do our utmost to recover the additional airfare expense.  This information should be sent via email to the attention of: ************************* -- Address: **********************************************,

  
  Once more we apologize for the delay but again, the circumstances of the delay were beyond our company's control.

  
  Respectfully,

  
  ************************
  Customer Relations
  ********************** AIR CONNECTION
  **********************************************
  

  Customer response

  01/03/2024

  Hello- I have reached out to Denver Connections as well as the ************* I purchased and both are denying anything should be covered. Both stated that delay due to weather is not their problem, even though weather related issues should be covered. We had to take another flight a day later, lost our hotel room in ** on Friday night and had to pay for an additional hotel room in Denver. Its upsetting because that airline is the only one serving ******* and it seems predatory if they cannot be held accountable at all.  Also, the insurance company for travel - I specifically bought in the event of a weather issue- I emailed the statement to them stating it was weather delay per the airline along with the rest of the information and was told its not covered because we got on another flight (disregarding that it was the next day and what was lost in terms of money and time in the interim).  I am really not happy with the outcome across the board. It really stinks of corporate greed and lack of consumer accountability. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for my son and granddaughter to come to *********. They were told to be at the gate by 12:15 in *******. They were at the gate at 12:10 and even though the plane was still at the gate the agent would not let them on the plane and offered no explanation. There are no other flights to ********* or even Montrose. My granddaughter is miserabe and has a new complex fracture of her arm. I called Denver *********** 4 times and they tried but could not get them on board. They understood the problem but the gate agent failed completely. The flight on **** is KG3710 and now I have to pay almost an additional **** dollars to book a flight on ******** late today into **************. This will involve 6 hours of driving time for them to be picked ** in ************** and brought to *********. I am asking reimbursement for the ** fares and a refund of the Denver Air fare. The passengers are *************************** and ************************************.

  Business response

  09/14/2023

  Good Day BBB:

  In response to the complaint received today,

  In Phoenix, a physical check in is required at least one hour prior.  This requirement is made to ensure sufficient time to clear TSA and to accommodate the customers luggage.  Check in information is displayed on the Denver Air Connection website.  Copy from the website is as follows:  

  "Ticket counter Location and Hours
  The Denver Air Connection ticket counter is located in Terminal 3, near the ***** Airlines ticket counters. The ticket counter opens 3 hours prior to departure and closes 1 hour prior to departure.'

  In addition, minimum check in times are detailed on the customer's boarding pass.

  The party states they arrived at 12:10 pm which is only 20 minutes prior to departure.  (Scheduled departure time was 12:30 pm.)

  ***************** ********** of ************** guidelines  state a passenger must follow published check in times.

  Based on the fact, the customers did not check in as required, the request for compensation is denied.

  Respectfully,

  E, *********************

  Customer Relations, ******************** Air Connection.

  Customer response

  09/14/2023

   
  Complaint: 20480371
  
  I am rejecting this response because: They came in on a Southwest flight and were at the gate and in time and already had tickets in hand. The agent fabricated a story they were not at the gate in time and we have a timed screenshot to document our story. They had no checked luggage and no reason to go any place other than the gate which they did when they arrived on the Southwest flight. The gate agent was rude and offered no help even though the plane was still there. The customer service agents at the 800 number also called the gate agent mutliple times. They can look up the calls to document timing. We spent an extra approx. **** dollars to get an Amercan Air. flight to **************. Denver Air Connection should be responsible for the **** dollar and reimburse for the extra 6 hours of driving travel costs. We also filled a complaint the the *** website. Thanks
  
  Sincerely,
  
  *******************

  Business response

  10/06/2023

  Dear BBB:

  As indicated by our two previous responses, the passengers did not adhere to the required check in time.  As such, they were denied boarding.  The ********************************* allows airlines to establish check-in time parameters.  Failure to comply with these requirements, denied boarding can result and the passengers are listed as "no shows."   

  As indicated previously, by the customer's own admission, they presented themselves only 15 minutes prior to departure.

  Denver Air Connection would not have any ulterior motive for denied boarding as the flight in question departed with empty seats.

  *********************

  Customer Relations

  ******************** Air Connection

   

   

  Customer response

  10/06/2023

   
  Complaint: 20480371
  
  I am rejecting this response because: they checked in online in plenty of time. They were at the gate well before 15 minutes and have screenshots to prove it. The gate agent was just argumentative, even though the plane was there, and at that time the door was open. The response from Denver air connection that they had had not checked in is fallacious.
  
  Sincerely,
  
  *******************

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