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# -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 itwas 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 ofwhat airline will service Page is coming up soon. I know the Council needs to provide safe and comfortable air service forthe community and ourvisitors, therefore, the enclosed letterthat was not acknowledged by Great Lakes Airlines. This airline company's customer service leaves much to be desired. I thank you for yourtime. Sincerely, Alice

### J. Loshbough
EnclosuresGreat Lakes Airlines 

### ATIN: Customer Relations 1022Airport Parkway, Cheyenne, WY October20, 2014 Dear Customer Service, On Sept. 25, 20141 flewfrom Page AZ to Denver CO. to attend a Memorial for my dear grandson who has died unexpectedly. The flightto Denverwas normal and arrived therewithout 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 notable to use stairs, the help or mostlythe Fire Dept. was there totake me up and downthe stairs in a special chair I was belted in and they did agreatjobII However, before we were in flight itwas discovered the pilots could not communicate with each other. A crew came aboard and supposedly repaired thejack, which was notthe result and aftergoingtothe take-off runway. returned tothe terminal where wewere told to deplane toanother plane. After being inthe air in clouds and above the clouds in some instants we weretold there were some mechanical failures withthe plane and we were landing in Farmington, New Mexico for repairs-We deplaned again-downthe stairs in the special chair with two firemen holding onto me 

### & the chair-they did a greatjob-theydidn't drop melI After 45 minutes we were toldto board another plane as theywere unable to repairthe original aircraft. We were now morethan three hours latefor arrival time in Page. There was no heat inthis plane all theway from Farmington to Page AZ. By the time we landed in Page Iwas terribly cold as well as being stressed- outforthe delays, I was neariy frozen for lack of heat in the passenger area. Besides myselfthere were six other passengers and theywere very cold alsoII The plane arrived in Page nearly six hours late! I do believe because ofthe circumstances I have reiterated above Great lakes Airlines should reimburse methe airfare I paid forthe trip•• The tripwas 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--

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# __., 

### 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 281h. 

### We are sorry to learn ofyour 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 ourcommitment 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 ofissue and is fully transferable ifyou are unable to 

### use it yourself. We appreciate you letting us know ofyour dissatisfaction and giving us a chance to respond, All ofour passengers are valued cJstorncrs and your comments and observations are important to us as 

### we strive 

### to improve our operation.



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**~\J'v'---~** Annabelle Van Lancker 

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