Ptcflyer From United States of America, joined Apr 2001, 103 posts, RR: 0 Posted (8 years 2 months 2 weeks 6 hours ago) and read 3011 times:
Had a terrible experience with Aerogal in Ecuador. Felt compelled to vent.
Returned from Galapagos to UIO last Sunday with approximately 70 other passengers. The plane was suppose to go Baltra to UIO with a quick stop in GYE.
We arrived in GYE at 12:45p.m. with no problems, right on time. The flight attendants told everyone to gather their belongings and leave the aircraft.
Once in the terminal, Aerogal loaded up the plane with other passengers and departed. We were given transit passes and told to wait in the terminal. We were told another flight would take us to UIO within 2 hours.
Needless to say, Aerogal continued to pass on wrong information time and time again. They did not allow us to get on another Aerogal flight to UIO. They did not allow us to fly another airline. They rarely made any announcements and only vague apologies in spanish. (All passengers were English speaking).
Another flight arrived from Balta Galapagos (the actual plane that left us in the first place) around 6:30 p.m. This plane was full of passengers going to UIO as well. Aerogal gate agent said that all passengers would be going to UIO on the next flight. (I counted 150 passengers.... for a 120 seat aircraft!)
Finally Aerogal mustered up a plane, but no crew. At 9:30 p.m. they finally boarded the flight to UIO with a crew that made another trip back from UIO. A bunch of folks from the 6:30 p.m. flight were left stranded. Not sure if they had to overnight in GYE.
I found out through a kind flight attendant that Aerogal's only 727 had mechanical problems and they took our plane to ferry a hand full of additional passengers out to Balta. They waited until they flew their entire day's schedule before dedicating a plane and crew to fly us to UIO.
If they were honest, we could have been bussed to UIO in a few hours. Or we could have bought a ticket on another carrier for around $50. But they kept stringing us along with lies and misinformation.
By any standards... this was a very poor excuse for customer service. No offers for food, no explanation, shallow apologies for technical difficulties, no management or informed gate agents on site..... All of this hassel for a 34 minute plane ride.
I am embarrassed to have become this victimized by Aerogal.