Kali Root S.
Google
Serious Allegiant Airlines Customer Care Concern
I am sharing a deeply concerning experience my family and I witnessed today, December 23, 2025, at St. Petersburg–Clearwater International Airport, just before boarding Allegiant Flight 549 to Grand Rapids.
While waiting, we observed the boarding process for Flight 1086 to Fargo, scheduled to depart at 3:24 PM. Around 3:00 PM, nearly all passengers had boarded and a “last call” announcement was made for one remaining passenger. Unfortunately, the passenger did not hear it — he was seated only a few feet away at the airport bar.
I recognized him from earlier at check-in where he had struggled with his mobile boarding pass and I had even tried to help him. Had I known his name was being called, I absolutely would have gone to notify him.
Around 3:15 PM, staff began refusing him boarding despite the aircraft still being at the gate. One employee, identified as Fred, told him to sit down and warned there would be “trouble” if he continued knocking on the window. I was genuinely stunned that he was being denied access with time remaining before departure.
When I explained to Fred what I had witnessed earlier, he reluctantly attempted to radio someone about the situation.
What disturbed us most was the complete lack of empathy from the remaining Allegiant staff. Their demeanor went beyond firm procedure and felt cold, dismissive, and — according to multiple passengers waiting nearby — almost amused at denying him boarding. Anyone with basic decency and fairness would have been upset watching this.
The plane then sat outside for nearly 15 minutes while the passenger was repeatedly told nothing could be done and that he “should have come when his name was called.” Only after staff began receiving visible negative attention did they finally discuss alternative travel options with him — support that should have been offered immediately.
Attempts by staff to justify their procedures were not well received. If this is your policy, Allegiant must seriously review how it is enforced. Policies do not excuse apathy, dismissiveness, or lack of compassion.
My own family was not directly impacted today — but it easily could be next time. Many of us fly Allegiant regularly between Grand Rapids and Florida, but after witnessing this, we will now prioritize Avelo and actively avoid Allegiant whenever possible.
I wanted to share this experience so others can make informed travel decisions. This was one of the most egregious examples of customer service I have witnessed in years. I sincerely hope Allegiant leadership addresses this so no passenger is treated this way again.
— Allegiant Airlines Passenger Flight 549, PIE → GRR