Absolutely the worst passenger customer service on the planet, ever, anywhere. My companion had a bag come on an earlier flight, 15 minutes earlier on the first flight of two for our group of 18.
Just as our flight was arriving, the baggage guy from ACE put my companion's bag on a van and took it to their hanger.
He didn't check the name or the manifest of the 2nd airplane, just left with the bag.
There is a podium there at Anchorage, it is unattended, there is no hope of talking to anyone face to face. After a few phone calls to their office where they REFUSED to bring the bag back, suggested we come and get it, hire a cab or whatever, we had a flight to catch back to Seattle.
All of this time, the charming young lady at the podium for a real airline, a competitor of ACE, went outside, grabbed her baggage guy and asked him to watch the place while she went and picked up our bag.
She returned 40 minutes later with the bag and a big smile and refused compensation in any form.
Sad story, the air crews were nice, very nice, however the airplanes are dirty, the interiors are failing and apparently no one cares how cold it is in the passenger area as we froze all of the way to Dillingham. Speaking of Dillingham, the ACE office in Dillingham is a pig sty. I would give them no stars but I can't post this without giving them at least one.
Never, never ever again!! read more