Cape Air

I have flown with this airline dozens of times over the years and had lots of issues. This past weekend was one of my worst experiences yet! My outgoing trip was originally supposed to depart from Boston and arrive in Massena, with a 15 minute layover in Albany, NY. I luckily saw an email stating that the second leg (Albany — Massena) of my trip was canceled as I was about to board the plane in Boston. I quickly informed the cape air associates at the gate since I did not want to travel to Albany only to get stranded there. They were not aware of the cancellation, and didn’t believe me until I showed them my email. It would be nice if the cape air representatives were making passengers aware of these changes, rather than the other way around. They ended up being able to change my final destination to Ogdensburg, NY — a town 50+ minutes away from my original destination, Massena. Our flight from Albany to Ogdensburg was significantly delayed due to a weight/​balance issue. While they were originally going to leave the person who checked in last, they ended up leaving 2 of the larger suitcases instead. Throughout this time there was no communication from the airline to the passengers regarding how long the delay would be. Surprisingly, my return trip went much worse! Unbeknownst to me, The Massena airport now has a very strict check-​in policy. I arrived at the airport at 4:09pm for my 4:32pm flight and no one was at the check-​in counter. I looked around the corner and the TSA employee told me to ring the bell and the person would be right out — I did that and patiently waited. The same TSA agent came out a few minutes later and said she just wanted to see what bags I had with me (1 small book bag that I was not checking) and assured me that I would be fine. Meanwhile my sister is making eye contact with the cape air representative behind the glass who is blatantly ignoring us. The plane then took off 15 minutes before the schedule departure time, with only 2 passengers on the plane. Just as background, the Massena airport consists of 2 rooms and it would have taken me a total of 3 minutes to go through security and be seated on the plane. When I arrived at the airport the other passengers were still going through the security line but due to false information from the TSA agent who repeatedly assured me that I was fine, the cape air employee who never bothered to come back up to the front desk and ignored me when I rang the bell, and the fact that the plane left 15 minutes early when 2 passengers hadn’t checked in yet, I missed my flight. When the cape air employee finally came to the counter and I spoke to him for the first time he was extremely hostile and defensive — he never once apologized for the situation that had occurred, he repeatedly told me that there was nothing he could do for me, and he informed that they can depart as early as they’d like. He was truly one of the worst customer service representatives I have ever encountered. I got to get up today and drive over an hour to Saranac Lake to catch a 6:30am flight. I should mention that despite my horrible experience at the Massena airport, everyone I interacted with in Saranac — from check-​in, to TSA, to the pilots — was refreshingly professional and polite.

At the risk of sounding like Donald Trump, this airline is staffed by a bunch of lightweights.
My flight on Cape Air from Boston to Lebanon/​Hanover, NH got cancelled. Not only was Cape Air not communicative at all about the nature of the delay and ultimate cancellation, but they did not take care of me at all as a customer.
There were no flights they could place me on, nor did they offer vouchers for my meal or even bus tickets so I could get to Hanover. No apologies at all.
The agents were dumbfounded when I asked them for proof of cancellation, so that I could submit a claim to my travel insurance through my credit card company.
Oh and they don’t participate in TSA Pre-​Check.

I hate the fact I have to give them any stars. I fly 20 –30 times per year with a lot of that international. Much of that to very remote locations and large cities. I have never been treated worse and would NEVER recommend this air line.
First if your flight originates on Cape Air you can not precheck online or use any real airline apps. Major pain for a us frequent flyers Of course this means you wont know your gate, gate changes, flight status updates.
You must go through security twice. When you fly into Logan you need a LONG layover time because you have to change terminals and go through security
SHOW UP EARLY The stated times on their site is «Wheels up» the flights will take off early
Today I freely admit I arrived late to Augusta airport (size of my livingroom). The plane is boarding and appears only 1 person on the entire plane. They refuse to check me (remember no such thing as precheck on this flight and your connection) The plane is still open. It is 15 minutes before the scheduled departure and the plane leaves. I have one bag no check in, and there is no one boarding it would have litterlay taking 2 minutes and the plane still could have left 10 minutes early
Insult to injury they refuse to help with connecting flights. They can but will not. The person told me if they have an issue they will help, but if it is your issue you are on your own.
So why bother? Portland is an hour away and is a real airport. Don’t kid yourself you will not save time or aggravation using Cape AIR

Nantucket ticketing crew was like a high school dropout gang. Customer service was really lack luster, plus, didn’t load our luggage on our flight, but on the flight following us.
Non-​apologetic for any of it. Next fly JetBlue.

Ugh. The pilots were total jerks. Both going to, and leaving Culebra. ROYAL jerks. Not people persons AT ALL. Learn some people skills if you have to interact with your customers!

This is the worst experience I ever encountered with a airline. I took a flight from Boston to Martha Vineyard and everything went fine. My return flight was a bit different. I arrived an hour before my flight and waited in line with 5 people in front of me. I missed my flight because they had not gotten to me after an hour. I only made the next flight because I got out of line and walked up to the counter because they were allowing people to do that while others stood in the line waiting. The person that tried to help me kept saying she was suppose to have left 2 hours earlier and she wasn’t on a computer so I would have to wait for another agent but she would get the weight and all the other information they needed. After another 15 minutes she decided she would go ahead and put me in the computer, after she did the printer would not print my boarding pass or bag tag. I was told I would have to wait for the manager to come back out. I waited another 15 minutes for him to come out. I got his attention he told me he didn’t have time because he needed to get flights out after a few words back and forth he came over and could not get any of the printers to work he wrote manual tickets and boarding passes. He wrote them wrong so when we tried to get through TSA we had to get him to fix the problem. We waiting to board I see them take my luggage back inside. I ask the guy that walked us to the plane did all the luggage get on the plane he totally ignored me. When my daughter and I got to Boston no one had any information on our bags. We had to go to check in counter to get them to check on the luggage. I was told they would get the bags to my final destination. I was very concerned with that being they never asked me for any of my information to make sure it would get to my final destination. I got everyone name and phone number after several calls once I left Boston I got a call from Delta saying they had my bags and didn’t have any information on where to send them. I got my luggage the next day as Delta promised. I also notice while in line at the Vineyard Airport they were allowing people to board planes that flights was scheduled at a later time. This could go on but I am tired of typing. I agree with some of the other comments customer service has a lot to be desired.

Had two flights on Cape Air. The first flight was ok… The flight itself went smoothly, but getting on board was more difficult than it should have been. There was no way to get a boarding pass online – you have to go to the check in counter, which means exiting the terminal and going through security again.
Second flight got delayed out of Nantucket because of weather. It was absolute chaos. No communication, no help. They were completely understaffed for something like this, which might be expected for a small airline. But really? You can’t update the flight boards to reflect the delay? Not even after the flights have been delayed over an hour? It was difficult to change my connecting flight when the airline was still trying to insist the first leg of my flight had left on time. This is 2015 – synchronizing flight schedules over their system should NOT be this complicated.

These little 10 seaters can be a wild ride sometimes. I’ve logged many miles island hopping when I had to commute between the cape and islands for work. My favorite was sitting up front with the pilot. As long as there aren’t 2 pilots they will usually let you do this if you ask. During whale season you may even spot a few whales in the ocean below you. If you have a weak stomach, or you don’t like flying in general, I’d recommend the ferry for you (which can also be a very fun ride, but 3 times as long). Because on a windy day these planes will get whipped around pretty good. I remember one time the co-pilot’s window getting ripped right off the plane and we had to go back. Which seemed ridiculous to me since we were more than half way to our destination. But I guess that’s the rule with any kind of mechanical failure. You have to turn around and go back. The «boom» noise that it made sounded like a bomb and scared the bejeezus out of me, then wind started rushing in. Also, pay attention to the runway on take offs and landings. Chances are you’ll see one of these 10 seaters pulled off to the side somewhere after a crash landing. Seeing that regularly doesn’t inspire much confidence. But I will say, out of the hundreds of times I’ve flown, the window thing was the only real problem I had. It’s still a fun and convenient way to hop, skip, and jump between the cape and islands.
PRO TIP: During really bad storms planes will be canceled. During really really bad storms ferries will be canceled. So, you will either be stuck where you are or you can find a tugboat crew to take you back. These guys are salt of the earth, and usually missing some teeth, but will sail in just about any weather. Even hurricanes. They charge $ 5 or $ 10 cash only for this commute. The boat fills up to standing room only with people who want to get back bad enough. And it is one WILD ride. Apparently, these types of boats are weighted on the bottom so even if they capsize they will pop right back up. Usually, they have a barrel full of cold beer. Not only will they offer you some, but the crew will be drinking as well. Fun times!

Horrible service from Cape Air. Had a connection from a United flight to Cape Air last month. Cape Air was to fly from Boston Logan to Manchester, NH. About 15 min prior to departure the flight was canceled and they could not put us on another flight and couldn’t refund our fare at the counter. Said we’d have to call. My son had a medical school interview in Hanover so we had to rent a car and drive 130 miles. We arrived late in the evening and he was able to make his interview, no thanks to Cape Air. We had no idea they were so unreliable. The locals in Hanover said it was common knowledge.

I ended up taking CapeAir from BOS to Provincetown over Halloween because I neglected to check the ferry schedule (my usual mode of transit to PTown) before booking and — surprise! — no ferry.
After reading some of the venemous reviews here I was really worried.
My (so far) one and only experience with CapeAir was positive.
One change in my itinerary prior to departure was communicated to me by phone and email. My return flight was cancelled due to weather — this was also communicated to me by phone and email with the option to rebook or get a refund.
This is what blew me away — Fare. Refunded.
I cannot think of one other time any other airline has refunded my fare. Ever. For any reason.
No, I probably won’t make a habit of CapeAir to Provincetown (since I spent more time in the cab to/​from the airport than in the air) but that is not a reflection on their service.

I will NEVER fly Cape Air again. Below is my experience, which I sent to Cape Air corporate and the only response I received was that someone would contact me soon. That was over two weeks ago…
We flew via Cape Air from San Juan to St Croix on 08÷16÷14. The lady at the counter was very short with us. She gave is our tickets and told us to go sit down. 45 minutes after the flight was scheduled to take off I asked the lady (who was texting on her personal cell phone) if she knew when the plane would be leaving. She told us to go down stairs and pointed to the general direction of the steps. Once down there we waited an additional 20 minutes to board. No employee ever apologized for our wait or explained what the hold up was. In anticipation of a great week ahead we dismissed the issue and had a wonderful vacation.
On August 23^rd we were scheduled at 12:40 to leave St Croix again via Cape Air. Five minutes before we were scheduled to take off the display showed our flight as delayed. There was no one at the Cape Air desk so we just sat and waited. About 45 minutes later we were told there was a mechanical issue. A few minutes after that a manager came out and told the employee to let everyone know the delay was due to weather and that the delay was not Cape Air’s fault so they would not be reimbursing anyone. I was the first in line to reschedule since we knew we would not make our connecting flight. Without asking me the Cape Air employee rescheduled us to fly home on Monday. Two days later. When I told him that was unacceptable he just continued on helping the other passengers for the next hour I waited.
My husband went up to request they put us on a better flight and the guy said he would be back to help him. After an hour of waiting we asked security if we could go out front to find a Cape Air employee. Out front was that same guy just sitting texting on his phone. When we asked him to reschedule he said he couldn’t use the computer and got on the phone to ask someone for assistance rebooking us. As we were waiting the manager came out and told us the plane was leaving.
When we landed in San Juan we went straight to the Cape Air desk to reschedule our flight, only to find out that for the 2^nd time we were rescheduled on a flight without our knowledge or consent. This time the flight was scheduled for 7pm on Sunday.
Since I was unable to use my telephone or internet due to it being international I had to go on the word of the Cape Air employees. We asked the lady at the desk if she could book us on a better flight and informed her that we could fly to Dayton, Columbus, Cincinnati, or Indianapolis and that any earlier flight to any of those cities would be fine, because we had to be at work first thing Monday.
She again picked up the phone and in an irritated tone explained that our flight had already been changed twice and they couldn’t just keep changing our flight. She ended up scheduling us to fly to Miami that night where we would wait until 7pm the following day for our flight. Once we got to Miami I found several flights that were available to get us home mid-​day on Sunday instead of 11:30pm. However, by the time we landed in Miami, Cape Air was closed and would not be open early enough for us to book those early flights.
Had the mechanical issues not occurred I believe our plane would have gotten out before the weather became an issue and therefore believe I am due some compensation for this trip. Cape Air has the most incompetent and rude employees of any airline I have ever encountered. I felt like a nuisance rather than a paying customer. The entire trip home was a complete nightmare. All of this could have been excused had the employees been courteous and sympathetic or at the very least helpful in getting us a reasonable flight, but they in fact were not.

My husband and I flew Cape Air from San Juan to Culebra Island, Puerto Rico during our honeymoon and we had a fantastic experience with our pilot, Randy. She gave us a smooth ride during both trips, and she definitely eased the anxiety I was having about flying on such a small plane. Also, the customer service was great– I called twice to re-​schedule our flights and the representatives were friendly and accommodating. We hope to travel on Cape Air again soon!

My family really enjoyed our flight from BOS down to MYV. The pilot was a real pro. Even cooler, was the fact that they allow one passenger to sit next to pilot, as I did on our return trip.
They’re small, and this allows themselves to be flexible. I will use them again.

On our flight home out of Vineyard Haven, MA the plane was delayed and was going to be over an hour behind schedlue. Cape Air didn’t care that we would miss our connecting flight to San Diego, Ca… needless to say I was disappointed. Especially when a flight for Boston left 30 mins. latrer that I wasn’t on. We ended up having to re-​book our trip home the next day. There were no comps offered and kind of a sorry your flight is good for a year kind of message from the staff. I wasn’t happy. The flight in was good from Boston.

Wow, I’m surprised by all of the poor reviews for Cape Air! I think it’s a case of people with very bad experiences venting their frustrations, not enough of us people who had good but not GREAT experiences.
Anwyay, that’s me. I connected from a flight from LA in Boston early the other morning, made it to the Cape Air gate a full flight before mine was scheduled to leave, and in a matter of a minute they had me booked on the earlier flight! Boarding was super easy, it was five of us walking out on the tarmac to the plane, then a quick review of emergency protocol from the pilot, then a SUPER quick taxi (seriously, we just flew down to the end of the runway, turned around and went) and then a very fast flight to Martha’s Vineyard.
I’ve heard that in bad weather these small planes can make your stomach turn, but fortunately we had blue skies. Great views of the Cape on the way to the island, then a smooth landing.
After another SUPER quick taxi job, we were off the plane and into the bliss of Martha’s Vineyard! Can’t complain for a second, especially when the alternative to flying is a long bus ride followed by a ferry ride. I saved hours!

Cape Air… the David whose customer service slayed Goliath! OK… long story short, I was supposed to fly to Boston and then to Saranac Lake, NY via Cape Air on the 10^th. My flight to Boston was cancelled, but my luggage went ahead to Boston. American Airlines didn’t bother to check my luggage through to Saranac Lake. Instead they let it sit in their terminal until Saturday, when after my 5^th call to their customer service, they told me that the «issue had been closed out» and I should probably contact the airline that was to fly me to my final destination; Cape Air (I had to fly into Detroit and then to Burlington instead on the 11^th so I didn’t miss my obligation in Lake Placid on the 12^th). Anyhow… ONE phone call later to the main line of Cape Air and they not only found my luggage in the American Airlines terminal (AA can f*** themselves), they’ve now put it on a flight to Saranac Lake and it’ll be here by 1pm. Huzzah for the little guy! Customer service DOES matter. Cape Air got that and were not only truly concerned about my issue, THEY GOT UP OFF THEIR ASSES AND DID SOMETHING ABOUT IT WHILE I WAS STILL ON HOLD! Which is way more than one can say about the douchebags of the airways, American Airlines. Suck it, AA!

I feel embarrassed that I was kicked off a plane flight, knowing that I was checked in hours earlier than the rest of the passengers. They rerouted my flight, gave me a food voucher and round trip ticket. I didn’t care for any of those, I just felt like I was singled out because I was bigger than the others, yet I’m magically the last one to check in, hence why they chose me to get kicked off.

You jerks! Who the hell leaves 15 mins early when not all passengers are boarded? That’s absolutely ridiculous. You suck!

On a busy summer day, the sole Cape Air gate at Logan Airport is like a special purgatory for the well-​heeled. Passengers are forced to endure lengthy waits while the thickly accented tween employees provide little or no information about the status of their delayed flights. The best way to pass the time is to identify the Nantucket-​bound passengers based solely on visual prejudices. Keep your eyes peeled for tanned white skin, shoes worn without socks, matching fancy luggage, pink or red clothing, and a hangover (or possibly still drunk).
If you are fortunate enough to find yourself on a departing flight that is not so late that it misses daylight hours, passengers are treated to lovely views from the airline’s low-​flying Cessna prop planes. You may even be lucky and asked to occupy the co-pilot’s seat because… there is only one pilot on your flight! Pray that your pilot does not suffer an inflight heart attack brought on by one too many coffee regulahs. Plunging into the Vineyard Sound is not how I want to go.
Unfortunately, between Air Wisconsin’s unreliable one daily flight from Washington National and JetBlue’s one daily flight from Kennedy, Cape Air may be the best option, particularly for Vineyard flyers hailing from points west. Just be prepared to roll with the punches (or to end up on the Steamship Authority anyway) while you savor the MOCHaHAGTDI spirit!

I happened to enjoy the wonderful service by Cape Air during my flight from Boston to Martha’s Vineyard. The airlines terminal is tucked at one corner of the logan airport.
When I arrived some the flights were cancelled and others were running late. The weather was crappy which madedifficult for cape air to operate the flights. The staff at the kiosk made sure to answer all the questions and helped us by providing alternate way of transport to reach martha’s vineyard.
But luckily the weather turned good after some time and they resumed the flights. The funny part was the 9 seater plane which flies between boston and the vineyard, it was so tiny. I happened to take the co pilot seat, the pilot was a cool dude. He made the entire 45 minutes journey very enjoyable. I hope to fly with them in coming future.