Dear Editor,
Winair needs to be more client friendly. I decided to speak up about Winair’s services. For this year alone I already had three encounters with them, and they (workers) need to learn how to be client friendly. My first encounter dated back to March when I travelled to St. Maarten to purchase things for my business. I booked back the very last flight to return to Statia so that I could accomplish all that I needed to do that day.
To my disappointment, while still busy shopping Winair called me and told me to be on the airport by 4:00pm because the flight would be leaving earlier, I said to the person on the line that no, because I am in the middle of trying to do what I came to do and I don’t have time to return to St. Maarten anytime soon if you call the flight earlier. She told me ok she will call me back, so I said ok. She called me back a few minutes later and told me I don’t have a choice whether to come to the airport at 4:00pm or miss the flight.
At the moment I had no choice than to go and make the flight or overnight which I was not prepared for. Upon arriving to the airport to check in I explained to the worker at the desk the situation that I was in because of the flight leaving earlier. She then told me that Winair has the right to change the flight whenever they feel like. I then asked to speak to a manager which for the employee it became a laughing matter because I insisted on speaking to a manager.
Finally, one came, and I spoke to her and explained her the situation, she said to wait a minute, and she will get back to me. I stood there waiting for her return and she didn’t, she sent one of the same workers that was by the check-in desk to speak to me, I told her please to call the manger back as she said that she would return and I stood there and waited on her again for her to come and when she showed up she offered me a solution that was not possible, but I forgot to ask her name.
So, I left and went upstairs to catch the flight, while I was there, I remembered I didn’t ask her name, so I asked a worker her name and I got it.
It was not long after I was called to the desk and was given the name of the Manager by the last name Hodge and a phone number. Upon my return I emailed the manager Hodge 2 times, and I never got a response.
The second time I had an encounter with Winair was in June upon my return from Curaçao with a medical patient I travelled with from St. Maarten. Not knowing how long I would have to remain in Curaçao with the patient I did not purchase a return ticket until I knew when I would return. When I found out that the patient was able to return to St. Maarten from medical treatment, I then purchased my return ticket to Statia from St. Maarten on the last flight for that same day that I would return from Curaçao. To my dismay the flight from Curaçao which is Winair was delayed until 9:00pm that evening leaving Curaçao which caused me to miss my last flight (connecting) to Statia.
We arrived at St. Maarten around 11:00pm that evening. While waiting for our bags the workers of Winair were busy sharing out vouchers to the passengers that had connecting flights to Statia and Saba that same day and missed their connecting flight, so I politely asked where mine is. The worker told me I didn't have a connecting flight. I told her yes, I don’t live in St Maarten and I had a Winair ticket booked for the last flight and I missed it because of the Winair delay in Curaçao.
She told me it was not a connecting flight, so I don't have any right to a hotel voucher to sleep that evening so look at me here at midnight on St. Maarten airport and nowhere to sleep, no taxi, nothing, just there and the worker just disappeared, none of their business.
But I wasn't stranded thanks to one of my fellow Statians that gave his room and to the taxi driver that Winair arranged to take the other persons to the hotel, so that I didn't spend the night at the airport. If I didn’t have a connecting flight, how did they know to rebook my flight for the next morning?
Winair, however, rebooked my flight the next day to go to Statia, that is the most that they did. Not client friendly.
My latest encounter with them was a few weeks again when I traveled from Europe with my suitcase 23.3 kg that the airline allowed. I had to overnight in St. Maarten because of the weather that passed. I didn't change anything about the suitcase, and I had an overweight of 25.5 kg. Now I am still trying to figure out the overweight.
I did already pay for baggage and still had to pay for overweight, and the rudeness of the workers is on point. It is a shame that they are the only airline travelling to these small islands and they are so rude and arrogant to us as clients. They should recognize and show appreciation for the years that they have been and still are being supported by us people of the small island by being more client friendly and client focused.
Name withheld
