Warning About Vieques Air Link

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Warning About Vieques Air Link

by PSB
(Virginia, USA)

My wife and I love Vieques and Puerto Rico and have been to Vieques twice in the past few years and to the big island once. Our second trip to Vieques was with Vieques Air Link just a few weeks ago (end of March 2008). We reserved and paid for our round trip ticket via phone from Stateside before the trip. When we showed up for our return flight from Vieques back to San Juan, we found that we had lost the green boarding pass/ticket which we'd been issued in San Juan on our way to Vieques. No problem, we thought! After all, we were in their computer, so they knew we'd prepaid, and all airlines we've ever flown will re-issue a lost boarding pass on a prepaid ticket based on their computer records and our picture ID proof of identity. It's not like anyone else could use the lost ticket, since they wouldn't have the requisite ID. And it's not like we could use it twice somehow since, obviously the date would be wrong and we would show up in their records as having flown back. Yet they insisted that we buy a new one-way ticket from Vieques to San Juan and take it up with company on Monday (this was on a Sunday) saying that their was no way without the physical ticket -- the ultimate "gotcha". When we'd received the ticket in San Juan no one at VAL had said anything about the ticket being irreplaceable if lost or anything about it for that matter.

When we spoke to the head of the company he said that he would look into it and that we should call back in a few days, which we did. Even though he acknowledged that he had the record of our round trip ticket purchase he refused to refund the new ticket we'd bought, saying that this was just their "rule." So if you lose your ticket, even though there is no possible way that VAL could lose money, they force you to pay twice just because they can. We had no problem on our other visit when we flew Cape Air which was run much more professionally. So our strong advice is not to patronage VAL -- we are out $184.00.

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Warning About Vieques Air Link

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Jul 25, 2010

VAL is the best
by: Johnes

I am not getting this warning about Vieques Air Link, I just flew with them and had a wonderful experience, the counter agent was polite and caring, we decided to go back just because of them. The service is like no other airline and the incidents I am reading must be some isolated incidents.

Jul 22, 2010

Another Bad Experience
by: Ryan

I flew VAL from Vieques to Ceiba. Somehow they managed to send our luggage on the wrong plane so we did not have our luggage when we returned to Ceiba. Our plan for that day was to go hiking in El Yunque, but without our shoes, we had to abandon those plans. We waited around Ceiba for several hours until our luggage was found and returned.

I understand mistakes happen so I am not writing this review because they simply misplaced my luggage. I'm writing because of the poor customer service that followed. Because this mistake was due to negligence on their part, I thought they should make up for it in some way because of the time and money I lost as a result.

I simply asked for a refund for my troubles (a total of $52). After 20 minutes of dealing with the worker at the counter who said he could do nothing, he finally put me in touch with a supervisor. She was not sympathetic at all because, as she said, they did fix their mistake and return my luggage. And since it only was 3 hours, it was a minor mistake. I explained that by the time I waited for 3 hours, it was too late to go hiking and my day was shot. She said that she need time to decide what to do and to give her 4 days and she would get back with me. Well after 7 days, she hadn't yet so I called her when I got home from vacation. After several calls, I finally got to talk to her. She said that since it was only a minor inconvenience, there would be no refund, but they would give me a voucher for a future flight. Even though I explained my vacation was over I was already out of Puerto Rico!

Bottom line: Use Air Flamenco

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Jul 22, 2010
Rating

Submitted by: Ryan

Title

Comment
I flew VAL from Vieques to Ceiba. Somehow they managed to send our luggage on the wrong plane so we did not have our luggage when we returned to Ceiba. Our plan for that day was to go hiking in El Yunque, but without our shoes, we had to abandon those plans. We waited around Ceiba for several hours until our luggage was found and returned. I understand mistakes happen so I am not writing this review because they simply misplaced my luggage. I'm writing because of the poor customer service that followed. Because this mistake was due to negligence on their part, I thought they should make up for it in some way because of the time and money I lost as a result. I simply asked for a refund for my troubles (a total of $52). After 20 minutes of dealing with the worker at the counter who said he could do nothing, he finally put me in touch with a supervisor. She was not sympathetic at all because, as she said, they did fix their mistake and return my luggage. And since it only was 3 hours, it was a minor mistake. I explained that by the time I waited for 3 hours, it was too late to go hiking and my day was shot. She said that she need time to decide what to do and to give her 4 days and she would get back with me. Well after 7 days, she hadn't yet so I called her when I got home from vacation. After several calls, I finally got to talk to her. She said that since it was only a minor inconvenience, there would be no refund, but they would give me a voucher for a future flight. Even though I explained my vacation was over I was already out of Puerto Rico! Bottom line: Use Air Flamenco

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Jul 19, 2010

Val is great!
by: Anonymous

That green ticket the person lost is their boarding pass! There is no way a person can board a flight without their boarding pass. VAl is now under a new administration whos goal is to make every flight a great experience. Understand that VAL is an ailine not a bus station. Val has been serving Vieques for more than 40 years. All rhe employees are from Vieques. If you support VAL you are helping the people of Vieques.

May 07, 2010

Cape Air
by: MidwestMrs.

Cape Air was good. No problems at all. I would recommend this airline. We booked through Priceline.com and were able to book straight through from Omaha-on Continental to Vieques.

Apr 09, 2010

From a pilot
by: Anonymous

I am from ST. Croix US Virgin Islands, my father and I now an adult in my 40s. Traveled many times using VAL. I never had a bad experience with this airline. I am also a pilot and now I reside in the US. I can see why the airline ticket prices are what some people consider high. In reality an airline is a business for profit and when you consider the gas prices, aircraft maintenance, employees? salary, FAA requirements and airport fees and taxes I don't see how they can make it. Most of the problems reside in people unrealistic expectation. Read the news and see how expensive, rude and unforgiving major airlines are. Val have some of the best pilot I seen, I trust their piloting skills and the company management spirit. So if you have something bad to say before having all the fact and knowledge, I have a suggestion; go back to school and do some research.

Mar 30, 2010

Bad Experience With VAL - very unprofessional
by: Anonymous

I was recently scheduled to take a flight from PR to Vieques with VAL. I almost did not make the flight. I arrived in plenty of time, but having heard stories about missing flights, I went up to the agent behind the counter at the departure gate to ask if I was in the right place. This person, M. Rivera, according to his name tag, barely looked up to me. He was either texting or playing video games. He waved me away pointing to the gate, indicating that I was in the right area. As all the seats were taken, I sat a few yards away on the floor. After a few minutes I saw a group leaving the area. I got up to follow them, but was not in time, and the security guard said I was too late and would have to wait for the next flight.

This incompetent M. Rivera made no announcement before taking the group out in spite of the fact that I told him I was waiting. A simple "All passengers for Vieques" or "hey you" would have done the trick.

After sweating it out, I called the airline and was able to get someone to take me out to the plane in the nick of time.

This is no way to treat customers. The one thing an airline should be able to do is let passengers know when the plane is leaving and make sure they are on it.

VAL deserves the warning in the above post.

Mar 27, 2010

I'm glad for this posts
by: Vieq Visitor

Was trying to book a flight over phone and dialed 4 different numbers and no answer... and I'm glad they didn't. I would have being very dissaponited. Tried Air Flamenco and quick, professional response and service. Booked over phone and got reservation and tickets number, the way it should be. I'll travel next week, will keep posted how it goes.

Mar 19, 2010

VQS Air Link
by: a resident gring

They are great! Accommodating and caring people work for Vieques Air Link. The negative postings here are all bogus (to be polite). What airline could you get on without your ticket? What airline could you expect to board a few minutes before flight? Just because its a small airport doesn't mean it doesn't have to conform to FAA standards and not pay high tariffs to land at SJU which affects ticket costs. This is not a personal chartered plane - yet the complaints all act as if it were.
Vieques Air Link created the airport here - without them you would be stuck with the ferry
Get real people!

Jan 18, 2010

A Positive Experience to Report
by: Judy

Four of us just returned from Culebra where the weather made flying in and out very difficult.
Fortunately, our arrangements were made with Noemi
then working for Isla Nina Airlines. No flights could leave from SJ so she popped us into her pickup truck, drove us for several hours in the rain, past the river which was out to Cieba where we got the LAST flight out through a connection of hers. She made similar arrangements for us on the way out and we are forever grateful for her personal service.
Noemi is a gem who is now working for Vieques Airline and they are very lucky to have her.

Nov 10, 2009

Complacency
by: borichi

Well, Iam sorry for the guy who lose his flight but as you stated, your son arrives only 15 mins before the flight. Every where you have to catch a flight you are supose to be present at least 45 mins before the flight if not your reservation wil be voided, or what you think, that you have a personal plane for your convenience???

VAL is the best local air conection!!!

Sep 30, 2009

Vieques Air Link dont care!!
by: Victor

I just had a similar experience as the original post. We are puertorricans and my wife and I bought round trip tickets for a week-end escape with our two children, one age 24 and 20. We enjoyed our Vieques experience except the return of my son, back to the San Juan.

My son who is a medical student accepted our invitation for this trip but he told us he would have to fly back to San Juan, the next day (Saturday) as he had a very important black tie social event with his fiancée at 7pm which has been planned for two months. We were to return back on Sunday with our daughter.

We arrived at Vieques Friday on the last flight and after a full day enjoying the BioBay, Biking and eating Saturday; it was time for him to return back. He had been issued a ticket with a departing time of 5:45 pm. So I dropped him at the airport at 5:20 pm. As I was heading back to the hotel he called at me at 5:25 pm to tell me the airplane (the last one of VAL to leave that day) had left already!! The plane took off without him at 5:20 pm even though it was scheduled to depart at 5:45 pm. He had to call his fiancée and call off the event as he would not be able to return to San Juan until next day. The unprofessional people at VAL told him it was his fault as he was supposed to be at the airport one hour before departure. For those who are not aware the Vieques airport is very small the boarding and arrival area is just a single room. There is no line to get in, no TSA security check. You go from the entrance of the airport to the departure gate in 20 seconds. The main ?gotcha? was that you were supposed to be one hour before departure, when in reality the plane departed full 25 minutes earlier than the scheduled time! They did offer him to flight him to Ceiba which is 1 hour drive to San Juan but he will need to arrange for transportation to San Juan at that late time which is almost impossible and expensive. They didn?t even offer to pay the transportation back to San Juan by Taxi if he chose to accept to be flown to Ceiba for their screw up. The only thing they did was issue him a ticket for the next day with us. Needless to say the next day the flight departed sharply on time. This extremely irresponsible and insensible act cost my son his social activity and spoiled the rest of our weekend together as he was so enraged that he didn?t want to share with us no more.

This will be the first and last time I fly VAL

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Sep 30, 2009
Rating

Submitted by: Victor

Title

Comment
I just had a similar experience as the original post. We are puertorricans and my wife and I bought round trip tickets for a week-end escape with our two children, one age 24 and 20. We enjoyed our Vieques experience except the return of my son, back to the San Juan. My son who is a medical student accepted our invitation for this trip but he told us he would have to fly back to San Juan, the next day (Saturday) as he had a very important black tie social event with his fiancée at 7pm which has been planned for two months. We were to return back on Sunday with our daughter. We arrived at Vieques Friday on the last flight and after a full day enjoying the BioBay, Biking and eating Saturday; it was time for him to return back. He had been issued a ticket with a departing time of 5:45 pm. So I dropped him at the airport at 5:20 pm. As I was heading back to the hotel he called at me at 5:25 pm to tell me the airplane (the last one of VAL to leave that day) had left already!! The plane took off without him at 5:20 pm even though it was scheduled to depart at 5:45 pm. He had to call his fiancée and call off the event as he would not be able to return to San Juan until next day. The unprofessional people at VAL told him it was his fault as he was supposed to be at the airport one hour before departure. For those who are not aware the Vieques airport is very small the boarding and arrival area is just a single room. There is no line to get in, no TSA security check. You go from the entrance of the airport to the departure gate in 20 seconds. The main ?gotcha? was that you were supposed to be one hour before departure, when in reality the plane departed full 25 minutes earlier than the scheduled time! They did offer him to flight him to Ceiba which is 1 hour drive to San Juan but he will need to arrange for transportation to San Juan at that late time which is almost impossible and expensive. They didn?t even offer to pay the transportation back to San Juan by Taxi if he chose to accept to be flown to Ceiba for their screw up. The only thing they did was issue him a ticket for the next day with us. Needless to say the next day the flight departed sharply on time. This extremely irresponsible and insensible act cost my son his social activity and spoiled the rest of our weekend together as he was so enraged that he didn?t want to share with us no more. This will be the first and last time I fly VAL

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Sep 28, 2009

Val is not bad istead is very good and with an exelent service
by: Viequense

I live in VQS and I love planes.I have flown with val from years and it has a very good service and very courteous personal.I really recomend it.Thanks for reading my comment and I hope you can enjoy my Beutiful Island Thanks!!!

Jul 29, 2009

que abusp con la gente
by: viequense

pues mi comentario es q contra mano mira yo vivo en boston soy viequense y aveces con 29 dolares yo vuelo a la florida hace un mes vole a chicago por solo 56 dolares y eso es un avion boing 747 y val por volar de vieques a fajardo o ceiba creo q es ahora son antes no se ahora 24 dolars y solo son como 7 minutos de vuelo contra mano deveria de intervenir el govierno y poner una tarifa fija por lo menos para los recidentes de vieques q fuer justa para ambas partes like 10.dolares por persona y vieques san juan 20 solo pa recidentes no abusen mas con el pueblo q si hacemos el puente q van hacer con los avioner comercelos en una sopa vola jajajajajajajajajajajajajajajajaja

Jul 07, 2009

WillNot Use VAL
by: Anonymous

Will not use them!!

Aug 16, 2008

forewarned is forearmed
by: jack armstrong

You were told. Check out Trip Advisor which has lengthy threads concerning this topic. The tickets are transferrable. That is why VAL has their policy of no refunds. Hand on to the ticket and be forewarned! VAL is excellent in terms of safety, on time performance and customer service.

Apr 23, 2008

VAL ripoff
by: Anonymous

Wow, I'm not using VAL!

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Warning About Vieques Air Link

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