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I 5 F~3 -5 r;·l 2: 36 

Page City Council 

City of Page 

February 5, 2015 

Dear Council Members, 

Please read the enclosed letter I authored to Great Lakes Airlines. As you read the flight 

coming back from Denver to Page was a nightmare, arriving in Page very late, needing to 

deplane two times because of mechanical problems and no heat in the cabin. This was a very 

stressful flight for me as I am sure it was for the other passengers. Having had recent Hip 

Revision, being cold was very painful! I will never fly with Great Lakes again! 

I understand the decision of what airline will service Page is coming up soon. I know the 

Council needs to provide safe and comfortable air service for the community and our visitors, 

therefore, the enclosed letter that was not acknowledged by Great Lakes Airlines. This airline 

company's customer service leaves much to be desired. 

I thank you for your time. 

Sincerely, 

Alice J. Loshbough 

Enclosures 
Great Lakes Airlines 

ATIN: Customer Relations 

1022 Airport Parkway, Cheyenne, WY 

October 20, 2014 

Dear Customer Service, 

On Sept. 25, 20141 flew from Page AZ to Denver CO. to attend a Memorial for my dear grandson who 

has died unexpectedly. The flight to Denver was normal and arrived there without incident. However, 

the return flight on Sept. 28,2014 was totally opposite: 

First let me say I had major surgery on my right hip three months before and was not able to use stairs, 

the help or mostly the Fire Dept. was there to take me up and down the stairs in a special chair I was 

belted in and they did a great job II However, before we were in flight it was discovered the pilots could 

not communicate with each other. A crew came aboard and supposedly repaired the jack, which was 

not the result and after going to the take-off runway. returned to the terminal where we were told to 

deplane to another plane. After being in the air in clouds and above the clouds in some instants we 

were told there were some mechanical failures with the plane and we were landing in Farmington, New 

Mexico for repairs-We deplaned again-down the stairs in the special chair with two firemen holding 

on to me & the chair-they did a great job-they didn't drop mel I After 45 minutes we were told to 

board another plane as they were unable to repair the original aircraft. We were now more than three 

hours late for arrival time in Page. There was no heat in this plane all the way from Farmington to Page 

AZ. By the time we landed in Page I was terribly cold as well as being stressed- out for the delays, I was 

neariy frozen for lack of heat in the passenger area. Besides myself there were six other passengers and 

they were very cold also II The plane arrived in Page nearly six hours late! 

I do believe because of the circumstances I have reiterated above Great lakes Airlines should reimburse 

me the airfare I paid for the trip •• The trip was a nightmare: deplaning and boarding several times up 

~md down the stairways, freezing in the passenger area and arriving in Page very late-each are a 

qualified reason for being reimbursed • I have been quite ill since this trip and that is why I have not 

filed this complaint earlier. 

I have enclosed a copy of my itinerary. 

Sincerely, 

Alice loshbough 

-

Page,AZ--
(j 

I __ ... 

., 

October 31, 2014 

Ms. Alice Loshbough 

Dear Ms. Lushbough: 

Thank you tor your contacting us describing the circumstances you encountered while traveling 

between Denver, CO and Page, AZ on September 281

h. 

We are sorry to learn of your uncomfortable ride from Denver to Page and we have torwarded 

your information to our upper management tor review. 

We must respectfully decline your' refund request. You Oew and your ticket has been marked 

used and there is no money tor the.Refunds Desk to transact against. 

In mt effort to demonstrate our commitment to customer st:rvice, we are extending a $100.00 

Special Travel Order for you. This voucher is valid towards your next ticket purchase on Great 

Lakes Airlines. It is valid for one year from the date of issue and is fully transferable if you are 

unable to use it yourself. 

We appreciate you letting us know of your dissatisfaction and giving us a chance to respond, All 

of our passengers are valued cJstorncrs and your comments and observations are important to us 

as we strive to improve our operation. 

~~\. ~\J'v'---~ 

Annabelle Van Lancker 

Customer Relations 

'

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