Airline faces backlash over flight cancellations and communication issues

In a recent government meeting, discussions centered around the performance and customer service of Advanced Air, the airline servicing Silver City and Grant County. As the airline approaches the end of its current contract in February, representatives expressed hopes for a four-year renewal, emphasizing their commitment to the community and willingness to address service issues.

Concerns were raised by local officials regarding flight cancellations, often attributed to weather and maintenance issues, with a notable lack of communication during these disruptions. One commissioner highlighted the frustration of constituents who struggle to reach customer service when flights are canceled, suggesting that having a dedicated representative on-site during such events could significantly improve the experience for passengers.

Advanced Air's representatives acknowledged the challenges, noting that only 11 one-way flights had been canceled this year out of a total of 48 weekly flights. They emphasized that cancellations are typically due to unforeseen mechanical issues rather than crew shortages. The airline's commitment to improving communication was reiterated, with plans to enhance customer service responses during disruptions.

Commissioners also praised the airline's book program, which has been extended to include flights to Phoenix, and expressed appreciation for the overall service compared to larger carriers. The meeting concluded with a commitment from Advanced Air to work on better communication strategies and customer service improvements, ensuring that passengers have access to timely information during flight disruptions.