For those of you not familiar with Great Lakes Airlines, it is a regional airline that serves small market towns in the west and midwest. It operates a fleet of turbo-prop puddle jumpers that seat 20-30 passengers per plane. They are subsidized by us taxpayers under the
Essential Air Services program, a federal program that was intended to
provide flights to smaller communities that otherwise
would not be profitable for regular air service. It is only by virtue of this program that Great Lakes stays in business, because they are the most unreliable, inept, incompetent firm I have ever had the misfortune of doing business with.
I'll keep this short, because I just got back from 10 glorious days in the Wyoming mountains (more on that later). No television, no cell phones, no internet - it was fabulous. It's amazing how the constant barrage of bad news and negative vibes that we receive every day grind us down without our noticing it. But get away from that for a while and you return refreshed and much more positive - in spite of that worthless excuse for an airline.
On the outward leg we flew from San Antonio to Denver via United (no problems), then switched to Great Lakes for the hop from Denver to Sheridan. That flight was about 2 hours late. No big deal, since we didn't have to be at our final destination at any specific time, just "sometime Thursday." The only downer was that the two hour delay was combined with a two hour layover, so we had about four hours to kill in the airport. Still, that was tolerable. A little lunch, a couple of beers, a video for the kids, and all was well. The return trip, however, was a different story.
The flight from Sheridan to Denver (Great Lakes) was late. The ETD kept changing, and not in our favor. However, we were constantly reassured that we'd make our connection. Wrong...
Not only did we miss the connecting flight from Denver to SA, but there were no seats available on ANY flight going our way for at least 24 hours. The United folks were helpful, once we finally got to talk to a real live human being (that's another story - both the 'customer service' counter in Denver and the phone reservation center were woefully understaffed), but bottom line the first available seats were on a 7:20 p.m. flight the day after our originally scheduled flight. Thankfully, the United customer service rep informed us that Great Lakes was responsible for our overnight accommodations - something the Great Lakes people 'forgot' to tell us - so we trooped back to the Great Lakes desk (in another concourse, of course).
After dealing with a totally apathetic customer service person, we finally got to the hotel around 10:00 p.m. That was eight hours after checking in at the Sheridan Great Lakes counter at 2:00 p.m. for a 1 hour flight.
The hotel and its staff were great (
Denver Marriott Gateway). I give them an A+ for the way they took care of a stranded family with no toiletries or change of clothes (our luggage was still in the grasp of Great Lakes). The United staff was likewise courteous, competent, and professional, once we were finally able to speak with them. I give the United people an A+, but United itself only gets a C for understaffing its customer service positions.
Check-out time at the hotel was noon. Our flight was at 7:20 p.m. So we spent seven hours exploring the Denver airport. If you have to get stuck in an airport the Denver one isn't a bad choice, but just about anyplace gets old after seven hours, especially when it was coupled with a four hour stay there just ten days ago. Eventually, however, the flight took off more or less on time and we straggled home around midnight last night.
I realize this doesn't sound like enough to justify the scorn I've heaped on Great Lakes, but (1) you had to be there to experience the total disregard for anything approaching customer service (who needs customers when the federal government is covering your operating expenses?), and (2) there's much, much more to the Great Lakes saga. Everyone we spoke with has one or more Great Lakes horror story. I've got a few more myself - I was stranded once by Great Lakes in
Gillette, Wyoming, a few years back. Nice place, good people, but not somewhere you want to spend an extended period of time waiting for a plane.
Anyway, it was a great trip, we're glad to be back, and happiness is Great Lakes Airlines in the rear view mirror...