D^rr-osr-i^^t^-iTI 

September 6,2010 U'/qpORTATlON 

-FTOPERATiONS 

Mr. Chuck Howell, CEO 

Great Lakes Aviation ,, -, rrp ^q p 12: 32 

1022 Airport Parkway 

Cheyenne, WY 82001 

cc Mr. Doug Voss, Chairman 

Re: COMPLAINT 

I am a seasoned traveler who has flown more ihan 1.2 million miles on domestic flights since 

1989, I thought that I had "seen it all," until I experienced the lack of professionalism and 

service on the part of Great Lakes Aviation. Consequently, J would like to file a complaint about 

your airline's service out of Milw-aukee, Wl (MKE). I am one of many passengers who have 

been delayed or stranded bj^ Great Lakes on numerous occasions, the most recent of which 

occurred September 3,2010 (flight ZK-5296 was to depart at 12:30 pm MKE and arrive MBL at 

2:15 pm, conCtmation 2305600). 

DETAILS 

My flight was the third consecutive flight cancelled by Great Lakes Aviation from MKE to MBL 

due to mechanical issuesj two flights were cancelled the previous day. Great Lakes Aviation's 

service to stranded passengers was abysmal in Milwaukee. As a result, some passengers were 

stranded for nearly 30 hours in the Mitchell airport. Four passengers on the flight from 

Milwaukee to Rhinelandcr waited more than 24 hours and were forced to spend the night in 

MKE, to make atrip that could have been driven in approximately 4 hours. Although they were 

repeatedly promised alternative transportation, it was not provided during my time at the airport 

(5 hours)-1 was not even given a meal voucher. 

Passengers were told that the mechanical problem liad occurred the previous day. l\'hy was this 

not repaired that day or overnight? Again, my flight at 12:30 pm the second day was also 

cancelled due to this mechanical problem (that occurred more than 24 hours previously). 

Although gate agent "John" was helpful, other staff members were disorganized, provided misinformation, and failed to provide appropriate customer service and alternatives to ail passengers 

involved. As usual, the Manistee crew provided excellent service but was unable to resolve the 

issue due to the lack of aircraft availability. 

It is my belief and experience that Great Lakes A\'iation 1) f^s to properly maintaui its aircraft, 

which results in numerous delayed and/or cancelled flights; 2) fails to provide alternative 

transportation to stranded passengers, 3) fails to provide adequate meal and lodging 

reimbursement for passengers stranded by mechanical problems, and 4) fails to respond to 

customer complaints appropriately. 
Although I ultimately took a flight to Grand Rapids, MI via Midwest Airlines, this was nearly 3 

hours from the Manistee aiiport, which was ray im'tial destination. Consequently, my spouse had 

to drive nearly 140 miles to Grand Rapids to pick me up on the Friday of Labor Day weekend. I 

should have been home by 2:30 pm; instead, due to heav>' weekend travel and unexpected miles 

and hours of travel time, I arrived home late Friday night. 

I've been very patient with your airlme despite numerous delays and cancellations. However, I 

have come to the conclusion that your airline neitiier cares about its passengers nor desires to 

improve its service between Milwaukee and Manistee. 

SOLUTIONS 

The solutions to your service issues are actually quite simple. First, empower your staff to 

provide customers vrith quality service by providing alternative transportation, clear 

communications, and prompt response. Second, provide a second aircraft available to serve the 

Milv^^ukee market so that mechanical difficulties can be handled expediently and passengers 

will not be inconvenienced wiiile the initial aircraft is repaired. Third, re-configure your flight 

routes to begin in Rhinelander, where you maintain a hanger that would allow your aircraft to be 

housed and safe from external conditions. Fourth, be proactive in the maintenance of your 

aircraft. These numerous mechanical problems are dangerous and therefore unacceptable; these 

breakdowns and issues should be cau^t before they cause problems, 

CONCLUSION 

GnMt Lakes Aviation fails to properly maimain its aircraft, which results in frequent delayed or 

cancelled flights. You then refuse to allow your staff to properly accommodate passengers by 

securing alternative means of transportation (cab, van, shuttle, train, etc.), fail to provide 

sufJicient meals and lodging, and fail to respond to customer compMnts appropriately. 

On April 12 of this year, the Manistee Airport manager held a communit>' meeting to discuss 

bids for the Manistee contract. Ironically, 1 was also a passetnger on that day - and Great Lakes 

Aviation cancelled its third flight of the week. According to aiiport manager Barry Lind, during 

a conference call you admitted that senice was a problem and stated that GLA's employees "are 

empowered to do whatever it takes/' This is clearly not the case. 

Great Lakes Aviation is not committed to serving the Milwaukee and Manistee customers, 

despite your assertions to the contrary. GLA flies its aircraft EMPTY between Milwaukee and 

Manistee to collect the lucrative Federal subsidy, yet won't allow your employees to take "care" 

of customers. We are an inconvenience. Please remedy this situation by implementing some of 

the solutions proposed above. 

Jerry W. Gille>' 

r6nCR424 

Lindale,TX 75771 

970-420-0919 |eilleY(giuttvler.edu