I am writing this in total disbelief. I hope us airways will understand the gravity of what I am about to recount and take the appropriate measures to make it right. This abuse needs to end and by bringing this story out in the open, hopefully airlines will start taking responsibility for their declining customer service, allowing passengers and paying customers to stop feeling mistreated and harassed by airline employees.
I am a 30 year old female executive who travels every week all across and outside of the country, nationally mainly on us leading airlines, internationally or whenever I can on asian airlines who are among the few that still have incredible service.
I still remember back in the 90s when flying was a fun and glamorous experience, when flight attendants would remember that a large part of their job description is to serve the customer, and where one received the service that is expected in a first world country and the land of the customer comes first.
I am sure many of you have experienced the change. Service has been declining, customer service has gone down to the bare minimum and passengers often find themselves dealing with rude check in representatives, airport personnel, gate agents and, worse of all, flight attendants.
In the past few years, these unacceptable experiences have become the routine, and the people I happen to talk to seem to have given up to the idea that this is how it is, and that the airline industries decline (usairways in particular) is just at the beginning stages. I constantly witness passengers getting yelled at, or being mistreated for taking too long in putting away their bag in the overhead bin, or treated rudely for requesting something during the flight. The sad thing is that this is something that by now, we are all used to and expect when we fly unfortunately.
But yesterday, I had the most unbelievable experience of all. US Airways shame on you! I was traveling to saint louis on a us airways evening flight. I travel us airways multiple times a week because of its convenient flight schedules from miami. Because of my loyalty and the many flights I take every month, I have received a preferred status and am often upgraded to first class. Not that I would expect this to mean something, but it makes the whole experience even more scandalous.
I was waiting to board the plane, where I was assigned the very first seat to the right as you walk in the cabin. I was on the phone with my ceo discussing an important meeting we had that day. As I walk into the plane, I hear a flight attendant scream to me in a rude and demeaning way "Your bag is too big (which it isn't, as it is a standard carry on size)." Being on the phone I did not realize the screaming was directed at me, so, as we are instructed to do, I went ahead to open the overhead compartment immediately on top of my seat. Here, plenty of space to put my bag as the compartment was completely empty with the exception of a small black bag.
As I am about to push the black bag to the side to fit my carry on, the same flight attendant roughly grabs my arm and yelling again says "Do not dare touch my bag!" Still on the phone and in disbelief I respond that I had no idea the bag was hers and that all I was trying to do was place my suitcase in the bin assigned to my seat. At that, with the same tone, she responds "You have to go all the way to the back of the plane" (which seemed unnecessary since the plane was half empty and there were plenty of empty bins between the first class cabin and the end of the plane.).
Since I had people behind me who were trying to board the plane, and since I was assigned the first seat at the front of the plane that has plenty of extra space and legroom, I pulled to the side with my suitcase, allowing people to make their way to their seat instead of slowing down the boarding process.
Another shout "Ma'am you cannot stand there with your bag, it needs to go in the overhead!!! In the overhead I said! Go to the back of the plane!!!" at which I responded that I was just waiting for the passengers to board so I would not block the entry way and made my way to the middle of the plane where a much more professional flight attendant smiled at me and helped me store my bag.
Displeased by the discourtesy and approach of the flight attendant (who should help make the passengers' experience a positive one), I decided to ask for her name so I could file a complaint as soon as I arrived in saint louis. Enough is enough! And I also figured that if passengers start taking the time to report these incidents, the flying experience might improve for passengers all across the country. After all, I wouldn't expect US Airways to be able to fix what they don't know is broken.
The flight attendant did not like the idea of being reprimanded. So, a few minutes later, while I am sitting down reading my new book, she asks me to deboard the plane. "Ma'am step off the plane!", "may I ask why?" I replied. "Do you want to fly today or not?" she said, with her unlikable manner. At which of course, I said yes. "Then step off so the gate agent can have a word with you." "No problem", I said, "I would like a word with him too."
The gate agent (who then I found out might have been the pilot) asked me what had happened. I explained and he apologized profusely for the experience, suggesting I report the incident and writing for me on a piece of paper the information about the flight so I could file a complaint. Throughout this process the flight attendant was standing close, worried, and raising her voice while trying to plead her case by denying what had happened.
I thanked the pilot for his concern and apologies, and took my seat. The pilot then pulled the flight attendant aside and explained to her that such behavior is unacceptable. She started making up lies and blaming everything on me saying that I was the one with the problem and again denying the entire incident. Compelled to clarify my side of the story and exhausted from having to experience such lack of class and professionalism, I got close again and reiterated that such behavior is unacceptable and that if in my line of business if I dared to treat customers half as bad as she had treated me (and others, I am sure) I would have gotten fired a long time ago.
The pilot once again apologized, told me I had every right to complain. At that point, glad I had at least had a chance to voice my mind; I sat back in my seat. The moment the pilot locked the cockpit door, the flight attendant started harassing me and walking down the aisle pleading passengers to please sign a petition against me to help her keep her job.
To my disbelief, a couple of bored passengers who hadn't even witnessed the incident as they had not boarded the plane yet when it occurred, found it amusing to team up with the flight attendant and support her mobbing.
Although this made me uncomfortable (after all the flight attendant was walking around soliciting passengers against me and harassing and laughing at me together with the rest of the crew), I kept reading my book. It takes a man to suffer ignorance and smile I was taught.
The harassing however did not stop. Feeling extremely frustrated and uncomfortable, and also determined to make a point -- as I don't believe that a premiere member (or any passenger for that matter) should ever have to go through such an implausible experience on a commercial airline -- stunned that a flight attendant instead of doing her job would walk around the isle soliciting and harassing passengers, I decided to take my bag and step off the plane. Something that I never in my life have done or was put in the condition of considering before.
As I walk out, the same flight attendant starts clapping and cheering and the couple bored passengers tagged along. I wash in shock!!! I did nothing but exercise my right to be treated with courtesy and respect. I want to clarify that I am in no way a rude person, anyone who knows or works with me will tell you that I do not go around mistreating people, I am very involved in charitable organizations and at no point throughout this incident, other than complaining and addressing my concerns, did I ever act out of line. Exercised a right, is more like it.
Anyway, returning to the gate I asked to be rebooked on the next flight (which happened to fly out the following morning). The supervisor, hearing the story, and herself in disbelief, asked me to please get back on the flight: "As a customer and preferred passenger you have every right as a customer and preferred passenger you have every right to be on that flight and be treated with courtesy and respect. This is unacceptable and this is not how we treat our customers, I will escort you in the plane myself and make sure that the flight attendant is taken off the flight so that you can get to your final destination with dignity and unharassed. If you give up this flight she will have won the battle and this is not the message we want to convey."
After thinking about it, I decided why not. After all I had early meeting in st. louis the next day that I could not miss. The supervisor then asked me to wait at the gate while she talked to the crew. After 10 minutes in the plane she walks out. "I am so sorry, but the situation has not been resolved, so we will have to keep you on tomorrow's flight". "What do you mean has not been resolved?" I asked, at that point severely tired and surprised.
"Well, the pilot said that he is not comfortable having you and the flight attendant on the same plane. He said that although the flight attendant's behavior was out of line and unacceptable, you stepping into the conversation when he was talking to her could be taken as a sign of aggression (aggression???) and since that is his ship and he ultimately decides, he felt it better for you to take the next flight. I am so sorry miss, please accept my apologies on behalf of US Airways." and she handed me piece of paper with www.usairways.com telling me to go online and file a report.
Again, I am shocked. Not only was I treated with disrespect, harassed and bullied. But the flight attendant got away with it and ultimately I was denied reboarding on a plane I had left on my own accord. I cannot believe that US Airways would allow such behavior, and especially, even though at fault and after being reprimanded by her superiors, she would be allowed to go around soliciting passengers asking them to sign a paper to help her keep her job. And the clapping.
Yes, it is true that I stood up and spoke to the pilot expressing my unhappiness and complaining about the service, but in no way different than any of you would complain about poor service anywhere else. Also, last time I checked, the United States was a country that granted freedom of speech and freedom to express one's own opinions. I guess that does not apply to US Airways.
I cannot believe that this incident would go unpunished and that the flight attendant would be able to make up stories, behave in such an unprofessional way, and ultimately get away with it. I will make sure that anybody out there who had similar experiences or has been subject to crabbiness and lack of respect while flying US Airways, will speak up. This is ridiculous and needs to stop. Last but not least, this ended up costing me over $300 dollars in taxis and overnight stay as the earliest available flight was the following morning.
I am confident that US airways, Will realize the severity of this and take the appropriate measure to make it right. Until then, I will never again fly US Airways and will make sure none of my employees and acquaintances do.
CALIFORNIA -- My nightmare with this airlines starts with the agents at the front desk. I'm not going to bore you with what incidents I went through but, I suggest you look into every review of every airlines to get the experience you expect to get. If this company knows you've gotten a deal on your flight they will make sure they screw that up so it cost you more. The problem with airlines these days is they overbook, that way if you're a minute late from checking in they have a replacement for your seat and is sold already.
American Airlines has purchased US Air and I don't think they really looked into this company and its revenues. Good luck AA. If you don't mind getting screwed use this airline otherwise do your homework. Orbitz needs to look into this and drop them like a bomb.
Because it took the airline SO LONG to finally cancel our flight (well after flights that were supposed to take off after ours had been cancelled) we ended up being stranded in Jacksonville unable to return home until Sunday 6/21/2015. All other flights departing the next day had already been totally booked because all flights AFTER OURS were cancelled before ours!!! There were no rental cars available or we would have driven to another city to fly out.
Also, because there were no rentals we had to pay for taxi service to and from a hotel (which we also had to pay for out of our own pockets), etc. during our unplanned stay... of TWO EXTRA DAYS. I realize the delay was caused by the weather, BUT considering it was the airline that "forgot" to cancel our flight until all others had been cancelled, causing all other departures to be fully booked, I would have expected some type of compensation since the additional delay of our departure was so significant.
Not only did we miss several events because we were not able to return home on time, we were also out the expense of hotel rooms, meals, and transportation while in Jacksonville... just waiting to finally be able to return home. I would think the airline in a sign of good faith would at least have the decency to throw some free flight vouchers our way. At this point as it stands nothing has been offered. This will be posted as a review on every site I can find so others will be aware of the customer service to be expected.
GEORGIA -- I'm an active duty military member currently deployed and redeploying very soon. My wife bought tickets to come and welcome me home. However, knowing that unforeseen issues may cause our dates to shift, we bought insurance on my wife's tickets. Well as always, in accordance with Murphy's law, our dates shifted. So we tried to change our dates (why not our insurance covers it) but all we got were rude representatives that said they couldn't help us, since my wife wasn't active duty.
The airline itself said they can correct it for a $200 fee plus the difference ($150). Why would I pay $870 for a ticket when I should be able to get a refund through the insurance we paid extra for then buy the ticket we need for $400? If this is the way this airline treats its returning service members then I don't want any part in future business with this company. US Airways is not in support of our troops and their families!
I am extremely dissatisfied with the customer service provided by US Airways (run by the American Airlines Group). I spent 12 hours delayed at the airport as they canceled my original and rebooked flight and then my bags were delayed! Upon receiving my bags I found that a handle was completely torn off my brand new suitcase by one of the employees mishandling by bag, among other damages to this bag and a second bag. US Airways makes it completely inconvenient to get anything done about this as they claim they are not liable and do not make it easy to find contact information. I would like US Airways to compensate me for the broken bags, please!
BELMONT, MASSACHUSETTS -- Bear with my long description of what happened on my flight. I think that in my case the details are important:
I was returning to Boston after visiting family in Nashville. The first leg of the trip happened without incident. However, once arriving in LaGuardia Airport in New York, I had to wait approximately 30 minutes for a shuttle ride from the American Airlines terminal to the U.S. Airways terminal (because of the US Airways-American Airlines merger, this happens fairly frequently now when I fly). I had also received an email notifying me that my 4 PM flight to Boston had been cancelled.
I spoke to an American Airlines representative, and she informed me that there was a 2 PM flight that was fairly empty that I should be able to make. With the long wait for the shuttle, however, I and several others trying to make the 2 PM flight just missed it. The group of us waited in line for customer service for about 30 minutes. When I reached the counter, I was informed that I had been rebooked on an 8 AM flight the next morning.
I specifically asked if there were any other flights that day that I could get on as a standby passenger, and I was told there was nothing. However, I saw several passengers who were directly behind me in line about 10 minutes later at another area in the terminal, and they said they had been put on standby for a 6 PM flight that same day. Feeling very frustrated, I got back in line, but by the time I got to the counter once again, I was placed low on the standby list (#28). I explained to the customer service representative that I had been in line earlier and given no standby option, despite specifically asking for one, but she said there was nothing she could do.
When the boarding process began for the 6 PM flight, the group of people I had been in line with were the first few people to get on the flight via the standby option. As I'm sure anyone can imagine, this was incredibly frustrating to me as I had not received the same courtesy that they had at the customer service counter. The flight was fairly empty, and I was able to be one of the last people to get on the plane via standby. I was made to check my bag despite the fact that there was still overhead luggage space. After sitting at the gate for about 40 minutes, we were informed that there was a weight issue and that about 8 of us had to get off of the plane. We were not allowed to get our luggage off, so I was stuck in New York without a change of clothes, toiletries, or my medications despite having planned to carry on my bag with me. There were no more flights to Boston that night.
I had to wait about an hour to deal with a manager to speak to him about the poor customer service that had led to my situation. He helped a couple who were trying to get to the Azores, and so he was understandably tied up dealing with their complicated travel plans. I asked someone at the counter about another manager; I was informed that it was a woman in glasses and that she was around. I am still not sure who the manager was because there were three women in glasses and myself and two others were ignored the entire time while the male manager was helping the couple from the Azores.
I was able to eventually explain my situation to him, and he informed me there would be no vouchers for hotels, meals, or transportation. He informed me that I could contact US Airways/American Airlines customer service, submit my receipts, and be reimbursed for my travel expenses. I wrote to customer service, and after waiting to hear two weeks from them, I was told that I would not be reimbursed (but they are “very sorry about the rudeness” of the customer service representatives).
I have flown loyally with US Airways for years. I use them for convenience and because I have always thought that they do a decent job of getting me where I need to be. I even have a US Airways credit card. I know that in the grand scheme of things, the money I contribute to their company is very little, but I hope to put my faith in a company that will do what they can for their customers.
The inequity to which I was treated that resulted in my not being able to fly home on Sunday night cost me just short of $300 (cab fare to and from a hotel, the hotel itself, and cab fare home from the airport in Boston since my ride had to work on Monday morning). I was forced to miss a day of work, and I suffered a migraine on Sunday night (while this obviously is not directly the fault of the airline, I can't help but think that I could have avoided the literal headache had I been treated better). I fly frequently (about 7 times a year), and I understand that weather, delayed flight patterns, and various other issues are unavoidable for any airline. However, rudeness and lack of competence is unacceptable.
I wish that I could say I will never fly US Airways again; unfortunately, I do not have the financial autonomy to make such a decision. All I can do is cancel my credit card and avoid flying with US Airways/American Airlines as much as possible. I hope that complaints like mine will at some point change the company's philosophy and that customer service will improve. The pessimist in me says that nothing will change, but I hope I am wrong. I do know that they have lost a loyal customer. Know that if you fly with them, you run the risk of being treated with rudeness and that they do not require their customer service representatives to do everything they can for every single customer.
My husband and I (along with a group of about 14 friends we were traveling with for a wedding) are completely disappointed and angry with actions that were taken during our return US Airways 846 flight from PUJ. We chose this flight to begin with because we were traveling with our infant daughter and thought that the convenience that was originally offered was perfect for traveling with her. Well what a mistake that was! Let me tell you exactly how our ordeal went.
Our DIRECT 2:50pm flight was delayed until around 7:00pm from PUJ. So while we had no idea that our flight was even delayed, we arrived to PUJ at a proper check in time at 12:00pm. and waited a total of around 7hrs for a new plane because of apparent mechanical issues with the first one.
Upon boarding our "2nd" plane at PUJ, our captain proceeded to tell us that we won't be able to take off yet because we were waiting on "paper work" and we didn't have a flight plan. So while we all were waiting 7hrs in PUJ, a new flight plan had not been made?? After waiting for our flight plan, our captain then informed us that we would have to stop at MIA for a flight crew change. He said all passengers would be allowed to stay on the plane and it would take no more than a half hour to change crew. So, now our DIRECT flight now has a stop!
So, we finally take off. During take off, oxygen masks flew down on a couple we were traveling with!! We were beyond scared! Especially when the apparent reason for our first aircraft delay was due to mechanical issues! Stewardess assured us we were all fine and our flight continued as normal. While in flight, the captain then informs all passengers that we have to get off the plane at MIA and go through customs because PHL customs was closed! What happened to just a flight crew change and not having to exit the plane?? We were lied to!
Now, it's around 10:00pm or so (I am so exhausted at this point, I am having a hard time at knowing the exact time) at MIA. We have to go to baggage claim. We retrieved our suitcase. We waited for our stroller, and waited, and waited. No stroller. So now, we are carrying our 20lb infant daughter all around MIA due to a lost stroller! Finally, after baggage claim, waiting for a lost stroller, going through customs and walking through the entire airport carrying our child along with our two carry ons, diaper bag and breast pump with a cooler of breast milk and juice, we make it to our gate.
Well we go stand in line to board our plane because we were just supposed to go through customs and get back on our same plane. Well guess what, we were lied to yet again! Apparently we were not boarding our plane because the malfunctioned oxygen bags that fell down! So now, what do we have to do? Wait around an airport yet again. It's about 11:30pm at this point and your employees don't have any answers for us.
Finally, we get some answers. There's a plan. The new plan is that we have to wait for yet ANOTHER new plane to arrive! The 3rd plane is coming from Orlando and is supposed to arrive at MIA at 2:25am! We go from not having to get off the plane and waiting 30 minutes to now waiting at the airport for over 4hrs! So we are sitting at the airport, extremely tired, hungry and angry. I have a baby that has to continue to be carried around because of the lost stroller and we now have to spend more money on food and drinks.
Our new plane and crew arrive after 2:00am. We board and take off and are expected to arrive in PHL at 5:10am.
So what was supposed to be a US Airways DIRECT flight leaving PUJ on Tuesday, October 21, 2014 at 2:50pm and arriving at PHL 6:44pm turned out to be almost a 12hr awful experience on 3 different planes.
I have never experienced such awful service from any other airline. We spent extra money for the convenience of a direct flight to begin with and then had to spend even more money on food, drinks, a day of car parking and boarding for our pets. We lost our stroller and by the time we got home my breast milk had gone bad because a cooler can only last so long. Obviously we went way over our expected time.
After complaining to US, they offered us a $75 voucher ($150 combined) to be used towards a future flight with them. That's it! Why would I ever want to travel with them again?! What about my extra expenses because of their ineffectiveness to get us home? The cost of my lost stroller? The difference in cost of direct flight? Just all around an awful experience! I will never fly with them again. I feel cheated. So disappointed with this company.
This is the airline from Hell. The horrible reviews about US Airways are true and they are a bottom ranked airline in the United States for a good reason... well at least you guys are #1 in something. They gave me a most memorable trip I will never forget, worst round trip flight EVER. Booked a round trip flight from San Jose to DC. Had a stopover in Phoenix and our connecting flight left without us due to our flight arriving late, though no fault of our own. The plane was still parked but they wouldn't let us board. So I had to wait in customer service for an hour to re-book a flight.
So the next flight out where I could reach DC was at 12 midnight. Had to wait around ten hours in the terminal and catch the red eye flight which wasn't even a direct flight to DC but another connecting flight from Charlotte 6am in the morning and landing in DC around 9am. I had two nonrefundable nights booked at the Omni Hotel, so one night stay $ down the drain. Thanks US Airways!
The next day as I'm boarding the plane for my flight back, they force check my carry-on luggage stating the overhead bins are full. As I walk towards my seat, what do you know... empty overhead carry on storage space! As we are waiting to take off, the El Capitan announces there will be a 45 minute delay which turns out to be another delay announcement and another for a total of plus 4 hours stuck in the plane and on the runway. By the time we reach Phoenix, my connecting flight had left AGAIN. This time had to stand in customer service line for two hours as everyone missed their connecting flight. The next available flight out was in the following morning.
I had explained to the customer service lady at the counter about my flight experience and this was happening to me again. You should have seen the look on her face, almost blew a gasket. Asked for my bag they force checked at the gate but of course they couldn't retrieve it which has all my stuff in it so I ended up sleeping in the cold airport terminal in a t-shirt. Thanks US Airways for letting me experience what being homeless feels like!
Next morning after a cold night uncomfortable sleep in the airport terminal, I board the flight to San Jose. I land and go down to baggage to pick up my carry-on bag that was force checked and the whole time thinking to myself "they can't have lost my bag too... can they?" Annnnd... they did and it did not arrive with my flight. How do you guys manage to literally screw everything up? Have a bunch of lazy and inept workers at US Airways, people should be fired starting with the CEO on down because obviously these people don't care and it shows in majority of the workers' attitude and service from US Airways.
Maybe I should just be glad my flight didn't crash and I'm still alive! Once again I had to wait in the baggage customer service line for an hour and they couldn't locate my luggage. Took a taxi home and as I head to my front door thinking "well, at least I'm home and can get some good sleep in my own bed" the realization that my house keys are in my carry on luggage. As I'm yelling out loud "NOOO!!!" dropping to my knees on my front lawn grass and just laying there in surrender (yep... just like in the movies). Had to wait hours to get my door open.
After which I kept calling every other hour their luggage customer service for a status check and a callback on my lost luggage but nothing, no status update and no phone call from the US Airways, San Jose branch. The next day on like my 8th call they finally track it down. So after all this drama and horrible experience, I spend another hour writing a detailed complaint letter documenting everything and about all the mental anguish I had to go through. I also noted I am a US Airway World Mastercard credit card holder which I use extensively.
A week later I get a sorry ass reply saying "we are sorry but there will be no compensation", ZILCH and that it was a honor to serve me. Just how did you serve me? Are they trying to be insulting? I sent another email for further review but same response. After all that they put me through, what does it take? I'll immediately be cancelling my US Airway Mastercard and will NEVER fly US Airways again. Will gladly pay more for another airline anytime!
Avoid this airline like the plague. Their customer service is non-existent with rude staff. Their flights suck, flight delays are the norm with these guys. They don't even offer any in-flight peanuts and they charge for baggage. Even most of their airline fleet is old.
If you love rude and crappy service, regular flight delays and mechanical failures, paying for baggage, no peanuts or pretzels then this is the airline for you. Otherwise, stick to Southwest, JetBlue and Virgin who know something about good service. Support the good guys and let bad businesses like this know, by not giving them your business and hitting them where it hurts, their bottom line. Send them a clear message that WE will not put up with this kind of service and treatment!
PHILADELPHIA, PENNSYLVANIA -- This is the first time I have ever posted my opinion about anything on the internet - I am normally very hard to offend, but the experience I just had with US Airways has left me so amazed at their terrible, insulting customer service that I am going remove US Airways as a choice for my employees to use, and write this post to hopefully keep others from flying US Airways and potentially experiencing anything close to what just happened to me.
I fly about once every 3 to 4 months, so not often but not a total rookie either. I flew for the first time to Philly, and for the first time chose US Airways due to their partnership with United, on which I have Premier status (barely). My flight out of Philly to Atlanta was scheduled for 4:30pm Wed. and about 2:15pm I received a cell phone message saying the plane was delayed about 70 minutes. I had just arrived at the airport, so went to a restaurant where I located an outlet for my laptop close to the airline info screens, and started working while I waited.
The flight screen continued to update with increasing delays - now up to 2 hours, so I ordered a margarita and continued to work, resigned to a long stay in this airport before my business trip leg continued to Atlanta. 30 min later the flight updated on the board to cancelled. I was not near the actual gate yet, so I called US Airways from my cell while I continued to work, and was told we have been moved to a 9:00pm flight. Sigh.
I decided to head over to Delta and check out their 5:55pm departing flight to Atlanta - figured if it was under $250 I would just pay and go. Got to the gate and found out that most of the passengers from the 4:30pm US Airways flight had been moved onto this Delta flight - cool! However, because I had not gone and sat at the gate, I was not tagged to move to this flight. The nice Delta representative told me to head over to the US Air service desk & have them put me on the 7:20pm flight heading to Atlanta. Cool.
Off I head again (and anyone who knows this airport knows I was doing a lot of walking with luggage by this point). Get to the US Air service desk and wait in a substantial line, watching in increasing concern as the service representative and her manager systematically belittle, deny and in one case seem almost gleeful in their refusal to help various folks in front of me...I assumed I was not hearing both sides of the conversations taking place ahead in line & actually smiled at the seeming straightforward nature of my request. Ha!
My turn came, and I walked up, then told the story and asked cheerfully if I could be moved to the 7:20pm Delta flight with over a dozen open seats. The US Airways representative told me no luck, I would have to take the 9:00pm flight. I asked why everyone else had been nicely moved to a Delta flight while I - with the same dilemma & transferring United status, had to sit and wait. She told me I had not "followed proper procedure" and that "she did not have to put me on any flight since she smelled alcohol on my breath.
She then called over her manager while I noted with increasing dismay that I had never had a flight cancelled underneath me & did not realize there was a procedure, nor did the US Airways representative on the phone mention anything. The most amazing thing was how MEAN this lady was - and I realized a moment later I was going to become their next victim.
The manager came over and proceeded to verbally assault me in a manner that in my 38 years of life I had never experienced in a customer facing experience - she made the first representative seem like the good cop! I still can hardly believe what happened. I never got in a word, just listened as she threatened to keep me in the Philly airport overnight due to my "not being at the gate, choice to have a drink (which I would not have done had their flight not been delayed 2 hours at one point), etc. She was beyond anything negative I had ever experienced. I walked away speechless.
2 minutes later I decided to fight back, and walked across the terminal again to the far US Airways service desk on the other end. Upon finally arriving the lone service representative there nicely listened to my brief repeat story / transfer request, then immediately and successfully transferred me to the 7:20pm Delta flight (I made no mention of my experience at the first US Air service desk). She was excellent, and seemed much less interested in tearing passengers apart and more interested in really listening and helping.
I am a Director for multiple global software support teams, and have to say that I would not blame anyone for having a bad day, but what ** did transcended anything resembling a bad day, and ensured that I will never fly US Airways again nor allow any employee in my company or business units to have a trip approved on this airline for fear of them experiencing anything remotely as negative as what I experienced.
WINSTON-SALEM, NORTH CAROLINA -- I called US Airways initially to cancel an outgoing flight to Venice from GSO.. My children and I had contracted the flu and were running fevers of up to 102. The first the agent was very nice. The next day, trying to complete the booking to continue travel next week with an agent, **, I asked about what I was seeing on the screen. She responded, “Are you trying to do this online to avoid the $35.00 fee?” I asked if, in fact, I could do it online and was told no. And though I could see a reservation being held for me, ** then told me that the airline could not complete that travel for me.
“We can get you to Frankfurt, or to London, but not to Venice.” (Yes, I wrote everything down during the call.) When I explained that I could see the reservation, she went on about "co-chair". I said that the flight reservation was showing for me on both the US Airways website and British Air. She responded that there wasn't a “co-chair” (I think that's what she said) and that it was “airline speak” and, "Just because you don't understand it doesn't mean there is a solution." I again told her that I had confirmation numbers for all the flights.
She then proceeded to put me on hold for over 15 minutes. Apparently there was a solution - as there often is. She then returned to the phone and said she could, in fact, book me on that flight - the flight that, yes, I was already listed on. And that the flight was over 400 dollars more now, per ticket, excluding the change fee, after she “priced” the flight. She then put me on hold again.
When she returned to tell me how much more I needed to pay (more than 700 dollars per ticket with change fee and updated price), I told her I needed to check on something before I could purchase (this was done for work; I didn't make the initial purchase, and I still don't know if there was trip insurance). She said, "I've already spent a lot of time on this. I can't wait 20 minutes." At that point, I asked for a manager. I was put on hold. The manager was much more polite, but didn't seem terribly sympathetic. In fact, both these women seemed fairly pleased to be charging me so much extra money. She also put me on hold for some time.
I also asked about medical reimbursement for change fees. The manager said there was no policy for that. I asked about documentation (I have a letter from my doctor's office). She said, “With life-threatening documentation [sic]” and that I could look on the website, but there was no medical policy. So, a question: Would it have been preferable for me to get on this flight, ill and contagious? Is that what this sort of response is suggesting?
US Airways has demonstrated a total disdain for customers. We won't fly this airline again if we can avoid it.