Oh where do I begin.... I had a flight from LAX-FLL-PUJ and the return flight was PUJ-JFK-LAX. Spent hours trying to check in prior to the flight but their website is such a mess and buggy. I contacted them and they got back to me at 6am... I was told to use their app because the app is the best way to do things. We checked in and paid hundreds extra for even more space seats by the emergency exit. We got to the airport, gave our baggage and went to our gate. We waited for boarding (which was delayed because their staff was 45 min late!). At this point me and my father had been waiting in line so we can be the first ones on the flight and sit ASAP. The employees finally arrive and after they finished checking the plane and cleaning it they began boarding. After calling their vip members and people with disabilities they called Group A which was us. They told us to scan tickets and board the plane. We scan the tickets and begin walking toward the plane at which point the woman screams at us to come back. Apparently their scanned flagged us because we are sitting in the emergency exit aisle. (Keep in mind we are all wearing masks) She mumbles VERY QUICKLY saying something along the lines of “you are in an emergency exit seat blah blah incase of an emergency will you help others and assist blah blah... and we couldnt understand what she mumbled. We looked at her confused and within 5 seconds she yells at another employee to pull us out of line. We were annoyed and confused and they told us they will be chnaging our seats, I PAID A LOT OF MONEY FOR THOSE SEATS! They did not care they said you will either be moved or you will not fly today. We argued with them claiming we didn’t hear anything she said because she mumbled quickly and had a mask on which made it very muffled. The other employee told us “that is not our problem we dont have time to repeat ourselves, we need to get everyone on this plane for takeoff in the next 10 minutes because we are behind schedule.” So YOU were all late to your job... and thats my problem all of a sudden? Instead of repeating yourself for 5 seconds you sit here and argue with me for 15 minutes while you change my seat LOL! A third employee had the courage to butt into our argument, at which point I said “can you hear me” and they didnt understand what I said and asked me to repeat myself, LMAO like your employees won’t repeat themselves after mumbling with a mask but now you can’t hear me I need to repeat what I said. I said “oh too bad your too late I can’t repeat myself im in a hurry” and he was pissed. (We found out at FLL that the employee was so “offended” that they flagged us in the system to be moved from our seats for our second flight from FLL-PUJ) So not only that but we were one if the last to board the flight. This whole emergency exit this was stupid because were told if an emergency is happening people can’t repeat themselves to you, you must have a hearing problem. Disabilities Act, hello? Not to mention if there was an emergency it will be chaos, we will all most likely be dying and everyone will be screaming. So stupid.
When returning from PUN-JFK at the time of boarding employees scanned all our boarding passes and took us outside. We stood under the hot sun for almost an hour (why not just let us all sit inside until you’re ready?). Then from JFK-LAX we were denied entry to the faster security check which we paid extra for, for no reason and employees said oh well. After we got on the plane my father put his carry-on suitcase up top, and i attempted to put my carry-on backpack up top (that was my carry-on, and i had a laptop bag). An employee immediately yelled at me to take my backpack down and place it under the seat in front of me (where my laptop bag already is). I told her it was my carry-on but she said no sit down. I was told the top is for big suitcases only, and if there was space left afterwards, i would be allowed to place my backpack up there. My backpack wouldn’t fit under the seat so I placed it on my lap. The employee came running back and started yelling at me again to place it under the seat and I told her I cant. I repeated myself that it is my carry-on and I have a laptop back as my personal bag. She gave me attitude and told me to get up and place it up top LOL. Yeah no I am not getting back up from the window seat and squeezing through 2 other peoplE to scavenge for some room for my bag when you’re the reason my bag isn’t up there in the first place. I told her you do it and I handed her my bag.
THE WORST CUSTOMER SERVICE EVER!!! They need to train their employees. I will also be contacting the DoT, as well as their higher management for refunds regarding seating issues LAX-FLL and the faster security line issue. The Wifi wasnt working on the flight back and neither were the tvs infront of us (the ones on the back of the seat infront if you) Tired of big companies doing whatever they want. Be accountable for your actions.