I’m coming here after several requests to speak with Airtable regarding their recent billing changes and they are denying this request while not being transparent or clear with their billing. Very disappointed here. We’ve been Airtable users since it’s infancy for 10 years now and the biggest fans! We have LOVED Airtable, in the past they’ve been honest, transparent and provided great service. We’ve referred many of their very largest customers to Airtable and we’ve loved Airtable for many many years!
Unfortunately we are no longer happy with the company or their (lack of) service. Recently I spent the time to build interfaces and set up portals for our clients. During that time I spoke to a Airtable Sales Rep and we discussed upgrading to business vs adding portals/interfaces and we determined that portals would work great for us. I specifically explained how I would be using this system, and that my clients need access to many portals. I spent MONTHS setting everything up, completely overhauled our company process to move everything into Airtable... only to find that Portal users can only have access to ONE interface. This was a huge shock as we were forced then to invite them as collaborators at $20/user vs the $8/user. Then to boot, Airtable greedily changed their billing so NOTHING is pro-rated if you are paying yearly, and it was very hard to get to an understanding of this, Airtable will not flat out say this and their billing feels intentionally confusing has no transparency any longer. After months of emails back and forth still being denied a phone call, and we are customers that are now paying over $30k a year, still being told I don’t get a call, and explanations that don’t make sense. I now THINK I have an understanding with the help of chatGPT (no thanks to Airtable) that we basically on a yearly contract will pay for the highest # of users in a year. None of this was clear and all of these features we were so excited to use are now feeling like a costly mistake. Just curious if anyone else is feeling this with the new billing changes, and honestly hoping someone from Airtable cares enough about a customer that is paying this much per year to give them the decency of a phone call.
Big bummer that we’ve gone from the hugest cheerleaders of Airtable of the company to feeling like this.