Very disappointing experience with Arajet — poor communication and customer service

My girlfriend and I flew Arajet from the Dominican Republic to Newark, NJ on July 9th. Our flight was supposed to arrive before 11:00 AM, but while we were in the air we were informed that due to weather conditions we had to divert to Boston.

We completely understand that weather issues are sometimes out of the airline’s control. However, the way Arajet handled the situation was unacceptable. After landing in Boston, passengers were left sitting on the plane for almost two hours with no updates or clear information. Once we were told to leave the aircraft, there was no Arajet representative available to explain what we needed to do next.

After almost three hours in Boston, we still had no clear solution. Customer service by phone was unable to help, and passengers were left frustrated and confused. We eventually decided to rent a car for $170 and drive four hours to Newark ourselves, plus an additional $50 to extend our parking because we did not arrive as planned.

Other passengers also reported receiving conflicting information about departure times and vouchers, only to later find out the flight was canceled.

The weather was not Arajet’s fault, but the lack of communication, organization, and customer support was. This was my first experience with Arajet, and unfortunately it will be my last. I cannot recommend this airline.