✅ Trip Verified
| 9 of us were supposed to fly out of the Hartfield Jackson airport to go to Punta Cana in the Dominican Republic for a family vacation. We were supposed to travel by Swift Air, a small charter company. Atlanta Airport is huge and all of us were at the airport international terminal 3.5 hours before our flight. We have looked around for Swift Air signs but did not see any, so we asked 3 different airport customer service representatives, showed them our travel documents, and all of them told us that we have to go to the Domestic terminal, even though it was an international flight. We also stopped by the information desk at the international terminal, showed our paperwork, the customer service representative checked something on her computer and also advised us to go to the domestic terminal. It takes at least 20 min to get to the Domestic terminal plus the waiting time for the shuttle. Once we got there and run around through the whole terminal, asked several staff members, who had no idea where Swift Air was, we finally got to one of the TSA members who used his radio to find out that Swift is at the International terminal. After we spend $50 on the taxi for 20 min drive, since we were running out of time, we got back to where we started. We ran through the whole terminal and finally found Swift Air counters all the way in the back of the terminal with no signs in the whole airport to guide people where to go, except for the signs on top of the counter. Also, all of the international terminal staff members had no clue where Swift Air counters were! We got to the counter 45 minutes before the flight, but we were denied boarding, as well as another family of 5, who went through the same ordeal. I do not understand why airport employees are incompetent and not knowledgeable. No one knows which airline is located at what terminal. Due to all of this, we had to purchase new tickets from Birmingham, AL with a connection back in Atlanta, for the next morning. We had to rent 2 cars, drive 3 hours to AL, fly back to Atlanta to finally board to Punta Cana, all due to the incompetency of staff working at the airport. I always thought that one of the largest international airports in the US would have exceptional customer service, but I was so wrong.