TN IRROPS

Discussion in 'Other Airlines | Asia/Australia' started by deant, May 26, 2013.  |  Print Topic

  1. deant
    Original Member

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    Today's TN 7 from CDG to LAX had a hard landing at LAX (about 2:30) and needed to be taken out of service for inspection. The continuation flight was to have left LAX at 4:30. Passengers were not told of any delay until about 4:45 when no boarding had started. At the time they said the delay might be 2-3 hours (no reason was given except for "technical" issue)

    Finally about 5:45 TN admitted that the flight had a hard landing and would not fly. There was total mass confusion with the TN check in personnel. They would not give any information on what was happening or what to expect. All they would say was that they were trying to get hotels (at first they said only F and C would get hotels but later gave hotels to all passengers).

    TN counter personnel were standing behind the counter doing absolutely nothing. They refused to try and do any rebooking in case the plane could not be put back in service. Would not tell anyone of what the plan or timing was except to say that they didn't have enough seats on tomorrows flights to accommodate everyone. So everyone was just left hanging. When questioned, the service "manager" was very rude to everyone and would not answer any questions.....all he would say is that he needed to get hotels arranged. He also stated rudely that "I know everyone has connecting flights, is going for a wedding etc., but that is not my issue. I just need to find hotels". One lady who tried to get information was told by the manager "if you say another word I will call security and have you escorted out".

    Key was that no one knew what to expect. TN never said that they were calling in another plane (emergency lease from another airline?) or what they were doing if the current plane could not fly. They just IMPLIED that it might take a couple of days to get everyone out. Not a nice feeling when you have plans for Tahiti!

    Finally TN arranged for some hotels. The only problem there was that when people arrived at the hotel, TN had not provided any payment information to the hotel and in fact TN had just called the hotel and asked how many rooms were available --- they didn't then tell the hotel to save the rooms. The hotel offered to put the people up IF they put the charge on their own CC. Hotel could not give any information about meal vouchers or anything because they could not get hold of TN.

    Bottom line, it took about 5 hours after planned departure time to get people into a hotel.

    Finally, about we were called and told that the plane was cleared and T.O. was scheduled for 8:00 tomorrow morning.

    It is obvious that the best and WORST of an airline comes out during IRROPS. In this case TN showed its lack of customer service and how they are totally unprepared for IRROPS.

    In the future, will make sure I fly AF or go via HNL rather than fly TN.
     
  2. ballardFlyer

    ballardFlyer Gold Member

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    Sorry for such a bad experience, but thank you for sharing the warning - it seems a small 2nd tier airline with no extra capacity at this origin was an IRROPS disaster.

    Hope the rest of your trip is good. Tahiti will soothe all this TN inflicted pain :)
     
  3. deant
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    To top things off, at the airport they also stated that they would keep their web page updated with current information. Well none of the web information correlated with what we were told on the phone, in fact they had an 11:00 PM update that said the plane would depart at 6:00 AM. Too bad the didn't call anyone and could not have even gotten people through security at that time because TSA doesn't start work until 6:15 AM!

    Also, it turned out that the crew didn't even get the right information. They were told that the crew bus would pick them up at 4:30 AM but didn't pick them up until 5:30!
     

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