Subject: Delay, Cancel, Delay…
My Name: JPK1
My City: CHICAGO
My State/Territory: ILLINOIS
My Complaint Against: USA 3000
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I was not sure what aircraft type I flew on but after looking on the company's website it appears they only have one type of plane so it was an A320. We had a terrible experience with USA 3000 over the last week and just wanted to share it… We were flying out of Chicago O'hare on a Sat at 4:30 pm. We got to the airport and after sitting at the gate past departure time found out there was a hydraulic leak and they were working on it. At 9:00 pm they had it fixed and we left for Jamaica. We were not given any sort of voucher, apology, free drink, sandwich or anything. The seats were very uncomfortable so the flight was not too great.
After we had been in the air for quite a while they started a movie so we ended up landing before the movie ended. They did give us free headphones which they said they normally do not do on southbound flights, but they did not have enough for everyone. We were given a couple cookies and could purchase a sandwich for 5 dollars if we wanted which we did since we were starving at this point. We landed in Jamaica at about 1 am, and after going through customs and then the drive from Montego Bay to Ocho Rios we finally got to our hotel room about 4 am.
On the return trip, our flight was scheduled to take off from Sangster International in Montego Bay at 9:30 pm. Our shuttle was supposed to pick us up at the hotel at 5:10 pm and since we had to check out of our room at noon we put our bags in a luggage room by the front desk and later showered in a courtesy room (at 3 pm) so we could eat and be ready for our shuttlebus. About 4 pm we heard that our flight was cancelled due to mechanical issues (we heard through the grapevine that it was a crack in the windshield of our plane). We had to get new rooms and we were re-scheduled to fly out the next morning at 9:30 am with a shuttle pickup at 5:10 am.
Our shuttle was about an hour late so we were a little worried about making the flight time but we got to the airport and checked in with time to spare only to find out that our flight had been delayed to noon. The staff at the gate cited plane rotation issues and gave us a whopping $10 voucher for food. At some point while we were waiting they announced the flight would be "…departing at 11:45, oops they meant 12:45…", then they said "…once again, the flight will be departing at 12:30". So they basically announced 3 different departure times during the same announcement. We wondered what time we would really be leaving.
At 11:50 they told us we had to switch to a different gate and when we got there we saw people disembarking the plane. We did start loading the plane for our flight about 12:45 and eventually got back to Ohare in Chicago at 5 pm. Since all the planes are the same, we had the same uncomfortable seats on the return flight, and they were going to show us the same movie we saw on the way down until everyone complained. Again, we got a couple cookies and we could purchase a sandwich for 5 dollars. All in all, a very, very bad experience. Flight crews were fine with the exception of one crabby older woman on the way to Jamaica.
None of the staff at the airport check in, gate, or on the flight were apologetic for the delays or cancellation. I have read some other reviews which indicated Apple Vacations may partially or fully own USA 3000 and that USA 3000s fleet was acquired from Canada 3000 airline when it went bankrupt after Sept 11. An otherwise reviewer also stated that because USA 3000 has a small fleet of planes, any mechanical issue with one plane could cause havoc with a bunch of their flights down the line. This was our first and last experience with USA 3000. We will never fly USA 3000 again.