TEMPE -- I am Disabled and I take medication for my disability. I was booked on a flight from London Gatwick Airport, England, Uk going to Phoenix, Arizona, USA. I had to change at Charlotte, North Carolina, USA. I had pre-booked disabled help from London Gatwick Airport, all the way through to my final destination, Sky Harbour Phoenix International, Arizona, USA.
I got into an assisted wheelchair at LGW, however I was dumped in these seats in the departure lounge, I could not get to the toilet or even get a drink. I was given this bleeper and told to put it round my neck. Nothing like showing the world who is disabled. Anyway I nearly missed my flight, this was because I could mother from where I was dumper without a wheelchair and the departure gate. I thought that this would be a one off event. Well can you believe that this also happened at Charlotte airport and at Sky Harbour, Az. Can you believe it that this happened on my return to the UK. This time I flew from Sky Harbour Phoenix, Philidelphia Airport and at London HEATHROW Airport.. Now you may think that was bad enough service, however things get worse.
While I was traveling from London Gatwick to Charlotte, NC, USA I had to take on board my medication. Now on the whole, the medication I was taking with me was medication you could probably get over the counter. However I take a drug that is in the same class as Heroine and Cocaine. The medication was Morphine. Now the only persons who can carry these or deal in these are fully qualified Doctors, Head Licensed Pharmacists and obviously the patient. When I got on the plane I was given a bulk head seat as this gives you more legroom. Now I had on me my personal bag which included my medication. This is when things stated to go wrong. One of the cabin crew came to me and said that I had to put my bag with my medication in it above in one of the overhead lockers. I said to the person that I had a letter from a Doctor stating that I had to retain the bag with me due to he contents. Anyway at that point other people were now boarding the plain. Numerous people overheard the conversation between the cabin crew member and myself. All these people heard that I had Morphine Tablets in my personal bag. Well moving on, the cabin crew took away my personal bag with all my medication against my wishes. Now you would think that they would put the bag where I could keep an eye on it. But that was not the case. The cabin crew must have thought it funny that they put my personal bag half way down the plane. I could not see by bag at all. Now this is the only time that the bag was out of my sight.
When I eventually arrived at my final destination, I noticed that the bag with my medication had been turned over. Now at that point I thought that with traveling things may of moved. Not thinking any more about it until I came to opening a new box of my Morphine medication. Now that was just about three weeks later. I looked through my bag thoroughly, however over three weeks supply of my Morphine Medication had disappeared. My other medication was all there, it's just there was no Morphine Tablets. Now the only time that the bag was not with me or out of my sight was on the flight with US Airways travelling from London Gatwick (UK) to Charlotte, North Carolina (USA). Because I require this medication and the fact that I could not get any more from either the UK or the USA, the only thing I could do was to cut short my six week stay. I take the Morphine to ease the pain I get from having Degeration of my L3, L4, L5 of my Vertabrae. Without my medication the pain becomes unbearable however not LIFE THREATENING! Now I have had to pay for extra travel costs getting to and back to the airports. I had to pay for the change of flight time. In total I have lost around Â£300 ($450.00) in hotel charges etc... I have also had to pay Â£225 +($300-$350) for the change of flight to get back to the UK. The reservation staff told me that I would get back the cost of the flight and other money I had lost when I put in a compensation claim. Well I have sent two emails to the customer services team in which I received no response. I then found the Chief Executives contact information. I sent the full complaint with all the information to the Chief Executives Office. I was then contacted at 11:30 pm, a time that I am normally a sleep. I was again contacted by a representative of US Airways. I tried to discuss with her what had happened. She said to me that US Airways staff were allowed to carry any medication, I inquired and said that according to UK and USA law states that you need to be qualified to carry certain medication. This includes the likes of Herione, Cocaine and Morphine. The lady I spoke to said that all US Airways cabin crew were qualified to carry such substances. I asked for her to send to me the qualifications that the staff had passed. She then said that it was US Airlines policy to be able to carry any medication or even class 1 Narcotics. I again asked for this to be sent to me. I also asked for this qualifications that all cabin crew had to pass. Again she said that she was not allowed. Then she began to be very rude and obnoxious with me on the phone. Then I asked to speak to her manager, I was told that I was not allowed to speak to her manager. I asked to speak to another person as I wanted to escalate the complaint. I was told that US Airways do not escalate complaints. I then told her that I would be sending another email to the Chief Executive, she replied to this by saying " it's OK, if you make a further complaint, I would deal with that anyway". So apparently even if you make a complaint against the person you are talking to, that complaint would be dealt with by them anyway. So much for having a Good Customer Services. Anyway, I still sent another email to the Chief Executive. I was then sent an email from US Airways, this time offering $100.00 dollars. Now this was in a way of a voucher. This meant that you had to buy a full price ticket to get $100.00 dollars discount. Now this only works out to be around Â£60.00 I think that this is a joke, a complete and utter derisory offer. For the money I have lost and the extra charges I have been charged, I think it is a disgrace. To add to this all the stress an anxiety that this has caused. I feel fully aggrieved!
Now I was just about to send back an email when I received another call from US Airways. This time we went through what had fully happened. Then they tried to say that they had lost all my previous emails. Then after me saying that I can re-send them all of them. My emails re-appeared.... Now for some reason they could not find any fault with their service. Then I said that the disappearance of over three weeks of Morphine with a street value in the USA of around $3000 dollars, was according to them no big deal. I am sure the Federal Government in the USA would not take this stance.
Then I find that US Airways had changed their tack. They asked me to goto the tools management of US Airways baggage and luggage liabilities. They now claim that even though my medication was stolen while on board a US Airways flight, they were not liable. I asked them why, they said if you look at the exemptions, there is a part that US Airways will not pay for lost or stolen LIFE THREATENING MEDICATION. I told them that my medication was not taken for a life threatening condition. The US Airways representative then tried to claim that all medication was regarded as LIFE THREATENING. So if we take a headache tablet, that apparently is classed as LIFE THREATENING MEDICATION. I am sure that a court of law either in the USA or in the UK would disagree with US Airways definition of the words LIFE THREATENING MEDICATION. I use Morphine as a medication to ease the severe pains I have due to my disability.
All I want is to be treated fairly and to be reimbursed for the loss of three weeks of my vacation, the extra charges I incurred for changing my tickets and my additional travel costs. Also to be given as a gesture of good will some form of compensation for all the stress and anxiety that I have had.
Could someone tell me which organisation will look into the problems that I have had. I just want to get this situation sorted in an amicable way.
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Mistreated, Harassed and Assaulted by a Flight Attendant
Posted by Rachele on 2009-06-03
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 experienceâ¦ 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 âthe customer comes firstâ.
I am sure many of you have experienced the changeâ¦. 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 (USAirwaysâ 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 â¦ unfortunately.
But yesterday, I had the most unbelievable experience of all. USAIRWAYS 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 classâ¦ 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 âYOUR BAG IS TOO BIG (which it isnât, as it is a standard carry on size)ââ¦ 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 âDO NOT DARE TOUCH MY BAG!â 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 âYOU HAVE TO GO ALL THE WAY TO THE BACK OF THE PLANEâ (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 leg room, I pulled to the side with my suitcase, allowing people to make their way to their seat instead of slowing down the boarding processâ¦ Another Shout âMAâAM 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!!!â 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 passengersâ 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 wouldnât expect US Airways to be able to fix what they donât 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. âMAâAM STEP OFF THE PLANE!â, âMay I ask why?â I replied.
âDO YOU WANT TO FLY TODAY OR NOT? she said, with her unlikable manner. At which of course, I said yes. âTHEN STEP OFF SO THE GATE AGENT CAN HAVE A WORD WITH YOU.â âNo problem, I said, I would like a word with him too.â
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 hadnât 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 bookâ¦ âIt takes a man to suffer ignorance and smileâ I was taught.
The harassing however did not stop. Feeling extremely frustrated and uncomfortable, and also determined to make a point -- as I donât 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: âAS 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 CONVEYâ¦â
After thinking about it, I decided âwhy notâ 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 âI AM SO SORRY, BUT THE SITUATION HAS NOT BEEN RESOLVED, SO WE WILL HAVE TO KEEP YOU ON TOMORROWâS FLIGHTâ. âWhat do you mean has not been resolved?â I asked, at that point severely tired and surprised.
âWELL, THE PILOT SAID THAT HE IS NOT COMFORTABLE HAVING YOU AND THE FLIGHT ATTENDANT ON THE SAME PLANE, HE SAID THAT ALTHOUGH THE FLIGHT ATTENDENTâS 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??????)â¦ 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 USAIRWAYS.â 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 oneâs 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 approapriate 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.
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How US Airways Stole Christmas
Posted by Brian on 2009-12-18
My turn to pile on. I booked a flight on 10/30 (at 3 am) for a Christmas Eve flight to Greenville, SC. Or so I thought. The same morning at 8 am, I double-checked my itinerary and noticed a mistake-- I selected Greenville, NC by mistake. Four hours away, but I was confident the mistake was caught early enough-- heck, the plane was 90% empty when I booked.
The first customer service representative was very unsympathetic to my dyslexia problem and told me I would have to pay the $150 change fee. Obviously perturbed, I decided to call back later once the blood returned to my extremities.
Around noon the same day, I tried again and got a much better response. I was now told that company policy is to make these changes WITHOUT the $150 change fee if caught within 24 hours of booking. "Whew", I thought. Crummy that company policies seem to be dependent on the mood of the customer service rep you get, but it seemed to work out in the end, so I was happy...or so I thought.
December 15th, and I go back to double-check my itinerary. "What's this", I said as I noticed I was still headed to...you guessed it, Greenville NORTH CAROLINA.
I called customer service (in the Philippines) and was mysteriously disconnected four separate times (and had to re-queue for 25 minutes each time!) But unfortunately for me, there was no record of my flight change request on 10/30...so I was SOL. Plus, each time I spoke to customer service, I got a different story on the policy about the $150 change fee again. Kind of makes it hard to listen to statements like, "there is nothing I can do" when you know darn well they can do something about it.
To make things worse, I was definitely going to be charged the difference between the flight I booked on 10/30 and the flights available now-- to the tune of an additional $308. Did it matter that they were negligent in fulfilling the change request? Nope. According to the grand wizard of supervisors (everyone seems to be a supervisor at US Airways customer service, though no one has the power to fix anything) it was MY fault for not verifying the change wasn't made within 24 hours. My bad! I guess I should also be ready hop in the cockpit if the crew decides to nap, or carry my paddle and water wings in case they decide to splash-land in the Hudson again.
Needless to say, I will be driving to my destination on Christmas Eve this year. Thanks again for remembering the importance of customer service and reliability US Airways!
BTW, I later found out that there was a flight to Asheville, NC for $400 total, but no one mentioned that in the 3 hours I spent on the phone trying to straighten out this mess.
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US Airways Costly Mis-Quoted Fare
Posted by Nicole on 2013-04-18
PHOENIX, ARIZONA -- On May 1, 2011, my significant other and I had a scheduled flight, US Airways flight #3429, from Washington Ronald Reagan National Airport (DCA) to Dallas/Fort Worth (DFW) departing at 7:45 PM EDT, which we missed due to unforeseen traffic delays. I called and was told there were no other non-stop flights out May 1st. That evening I called US Airways to see if we could be rescheduled for another flight the following day. I was told by the US Airways representative, that we could switch to the next non-stop flight available the following afternoon for a charge of approximately $15.00 per ticket. I agreed to the charge thinking it was a very reasonable fee for the flight change. I was never told that this was an upgrade to first-class tickets, nor did I request or agree to an upgrade. I specifically noted that we were only interested in fares comparable to our original ones. We originally booked our flights through CheapTickets.com, and were flexible in the times of the flight to ensure a reasonable price for the tickets. There were other return options available at the time for around $400 per person. We went with US Airways because we thought this would be the most economical choice. The next day we departed from DCA to DFW at 1:20 PM EDT via US Airways flight #3379. Our seats were 1A and 1C on board of an Embraer ERJ-170 jet operated by US Airways.
According to the seat plan of this jet, all seats on board this aircraft are coach seats. There was no difference between any of the seats on the entire aircraft, nor were there any of the typical first class amenities provided to anyone on board. To top it off, the stewardess was very rude, and our row was served drinks last, after everyone else on the plane was served. We believe that these are all obvious indicators that this was an all coach flight and not first-class. Further, even when we were boarding, at no time did they call for first-class passengers to be seated first. There was nothing to indicate that this was a first-class ticket. After returning to DFW, I received my credit card statement and found that I had been charged $1,349.00 per ticket, a total of $2,698.00. I immediately contacted US Airways and was told that the $1,349 was the difference in fare. The representative also mentioned that there was an error in the transaction, because the normal $150.00 change of ticket fee was not included in the charge. Obviously there are discrepancies in the original transaction.
I filed a complaint online with the complaint department only to be quickly dismissed and told that I had purchased first-class tickets, with valid and non-refundable charges. This is contrary to what I was told over the phone by the US Airways representative. I would not have agreed to such an outrageous price considering our flexibility in our choices to maintain a rate comparable to our original one. At no time was this made clear that this was going to be an upgrade to a first-class ticket. It was mentioned during the original call that the call would be recorded, so if someone from US Airways could review the recording of the phone recording of the ticket purchase, they could verify that I am correct in what I was told.
I have since contacted US Airways on multiple occasions and have received responses amounting to "the charges were valid". Never was I offered an explanation of my discrepancies with not only the charges rendered, but also the services we never received.
I finally filed a complaint with the Better Business Bureau. The airline responded to my complaint with a slightly more in depth explanation, however it still fell significantly short of addressing my concerns. With their response, BBB has now closed my complaint although no resolution was found. This experience has left me with a first hand account of how big business does truly not care about the everyday working individual. I feel taken advantage of and essentially feel like I have been robbed. I am trying to get my story out there so this doesn't happen to more people.
I feel US Airways should be held accountable for their mistake and that people should be aware of what type of company they are dealing with.
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US Airways Is Talented in the Art of Lying
Posted by MJMM on 2013-01-19
WASHINGTON, DISTRICT OF COLUMBIA -- So this is my story yesterday, and it is unbelievable the nerve US Airways has to lie so blatantly to the clientsâ faces. I flew with it Thursday and my only bag was my carry-on. For 5 years now I have traveled the world with my same bag without having to check it in because it meets the requirements to be carried into the overhead bins in the main cabin, but on Thursday I couldn't because one of its employees "decided that it was too big just by looking at it." That certainly is one professional response, isn't it?
It seems US Airways is hiring ocular psychics to determine who could get their carry on in or not. I was told that it was too big, and then as I am standing in line to board, other personnel from US Airways said that there was no more space in the overhead bins. I was pretty much forced to check my carry-on bag because it was either that or not boarding my flight, and when I got into the cabin, there were at least three bins completely empty, and a few others with enough space for a bag like mine or bigger. However, people with bigger bags than mine were allowed to take them into the plane. How is this fair?
I am not sure... why other passengers and I were discriminated against when other people were allowed to get their bigger bags in, I am not sure, and on top of that you blatantly lied to our faces first by saying that the bags were too big, then by saying that there was no more space, when clearly there still was, and plenty of it. I am disgusted and disappointed on your services. By the time my bag was returned to me, it was all scratched and peeled. I have to fly with you again on Monday, so I hope I do not run into this situation again.
If I travel with carry-on, there are many reasons, and the main one is because your airline has delayed my luggage in the past. You think you are entitled to abuse your power to do as you please with passengers in the name of security especially because there is little regulation for your industry, which is disgusting. For the money we pay, you have the responsibility to make our flights beyond pleasant. You are not doing us any favors, in any case, we as clients do you the favor of choosing to fly with you.
If you overbook your flights out of greed and poor planning it is not my fault, so do not penalize me or other passengers for your poor choices as an Airline. We pay enough money to get nothing but an uncomfortable chair and inexistent customer service, so do not make flying worse than it already is.
The comments above were posted on US Airways Facebook page, and this is its response:
US Airways Mariela, I apologize for the overhead issue. Weâve made some recent changes to our boarding process. I will be sure and forward your valuable feedback to the correct department. Thank you for taking the time to let US know.
12 hours ago..
Really, US Airways? Is this your best answer? What I am talking about here is ethics, transparency and respect, which goes beyond changing processes. The least you could do is to have some decency and take responsibility for your lies. Supposedly I am a valued customer, I not only have their credit card, but I am signed up as a Dividend Miles customer, but I guess I am not that valuable anymore because after touching a sensitive spot for the airline with my comments, I seem to have been blocked from commenting in its FB page. What are you afraid of US Airways, that other people can read how poorly you treat your customers? Thank you for making of our flights and trips an unpleasant experience.
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US Airways Violates ADA and Abusive Employee
Posted by Consumer on 2012-02-10
DC, MARYLAND -- Re: Flight 450 Departed 10:30am on Feb, 8, 12 US Air DCA to SAN
Airlines receive federal money. Employees of airlines are required (not optional) to give ADA covered passengers reaonsable accommodations based on individual need (as long as "it does not pose an undue hardship".) I have a permanent neck injury which causes extreme pain and migraine. Someone bumping into me feels like a hit with a sharp object. I can't even take NSAIDS or migraine meds because they would cause life threatening allergic reaction. I don't travel for this reason. The day before my flight I received notification that my mother in SD had a heart attack, heart surgery, was intubated and developed pnemonia. She was all alone in the hospital for a whole week before the assisted living personnel notified any family. I booked my ticket the night before and flew to SD the next morning not knowing if she would still be alive when I got there.
It is worth mentioning that I was wearing my cervical collar for support to get me through the trip as my neck can't carry my head too long. So it was obvious to everyone that I had a neck injury even if they couldn't see how bad it was. I have literally passed out at times with this injury and sustained serious injuries. I was told to ask the flight attendant to help with my bag overhead. My seat was aisle in the back against the lavatory wall. She was sitting there and I asked for help. She looked mad and said not if it is heavy. I told her it is only heavy to me. She put it up. When I realized that I was just outside the lavatory I told her that I can't be bumped into and having people hanging on to my seat and if I have a hard time with a passenger with this I may ask for help conveying that. When the flight started, with nobody in the way, she quickly came down the isle and hurt me by banging hard into my seat. During the flight the lines got long and I kept asking people to not stand in the way of my seat so that the ones who come out of the bath don't have to slam me to get by. A couple of passengers wanted to argue.. I asked her to help out with this. She smirked looked at the billigerent passenger and rolled her eyes. I said OK then as an accommodation under ADA I need to not be assaulted. She grinned at the nasty passenger (encouraging him) and said "what is assault?" like I was exaggerating. I said the legal definition is "unwanted touching of any kind is assault." That is a fact. She let the passenger stand over me yelling over my head about me and I told him to be quiet I have a headache. He said he's not talking to me. She allowed him to discriminate against me and make me have more embarrassment and pain. At this point I was in too much pain. I was crying the rest of the flight. I went to the front of the plane and asked a male attendant if there was one in charge of all. I showed him my medical report which highlighted the spine and what it affected. I told him I would not fly in this condition but I have to get to my mother .. He said he would talk to her. I told him I need a safe place to sit. I did try moving over into the empty middle seat but that encouraged passengers to get into that space and bang the seat which had the same impact with vibrations on my neck. All this was explained. He told me I can take any other seat.. all in the middle which meant elbows over oversized people and same prob. Melissa had said snidely "I am not the line police." When the head flight attendant went back there was 3 fa right there... kept getting banged into... nobody helping... I asked again. And melissa had a smirk on her face. I told her it is not funny. And all three just shrugged when I said I would write a letter. The connecting flight was fine and it was worth mentioning that there was an announcement informing people not to form lines for the lavatorys bc of security concerns. So why was this policy not implemented on the first flight? It was a security/health concern on the first flight. Oh yes: They are "not the line police." I had to suffer a terrible migraine for over 24 hours unnecessarily.
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Posted by Corunrun on 2011-07-27
This is in regards to my recent travels on your airline, July 20th and July 24/25th. I was scheduled to depart Dallas/Ft Worth at 5:15am on July 20th with a connection in Charlotte, NC and final destination of Montego Bay, Jamaica. I checked my bag online and printed my boarding pass the day before (24 hours). When I arrived at the airport that morning, I still had to stand in line to check my bag again which caused me to miss the 45 minute bag drop policy that you supposedly have. I was told that my bag had to be physically tagged 45 minutes before my flight or I would not be able to fly and that I had to fly with my luggage. I have never heard of such a rule and didn’t see it on your website, I figured since I had already checked in online 24 hours prior I would just need to drop my bag. I asked the attendant how late was I in getting my bag physically tagged and she told me I missed the 45 minute cut off by 4 minutes, and that it took 45 minutes for my bag to go from the counter to the plane. I couldn’t understand any of this at all especially since there were passengers standing at unattended kiosk waiting for their luggage tags as well. What is the point of self check-in if someone still has to tag my bag but the kiosk is unattended? So standing in line for a second time made me miss that flight. I was put on the 6:55am to Charlotte, NC with stand-by on the 11:30am to Jamaica which was the last flight from Charlotte for the day. Luckily, I was able to get on it. If I hadn’t gotten on, I would have been stuck in Charlotte for another day and been a day late to Jamaica. Where is the logic in that? Well I figured it was all over and I could enjoy my trip until the chaos I experienced on the way back. Leaving Montego Bay, I couldn’t find my flight reservation at the kiosk. I had to wait in line an hour to see an agent. When I get to the agent I discover that my reservation showed my trip to and from Jamaica for the same day. I feel confident that I didn’t book it like that and maybe there was a glitch in the system. I had to purchase a one way ticket back to Dallas with a connection in Charlotte. I could not get on the last 2 flights out of Charlotte because they had been overbooked so I couldn’t even fly standby. Overbooked? Still doesn’t make any sense. This resulted in my having to stay overnight and leave at 7:45am on July 25th. When I get to the Charlotte airport the next morning, I am observing the same thing unattended kiosk and people waiting to get their luggage tagged. I am wondering are they missing the 45 minute baggage drop too. I decide to stand in the Resolution Line hoping to get on an earlier flight only to have the unfortunate encounter of the worse airline agent ever. I believe her name is Jennifer. She is African American, very short hair that is reddish in color, and she wears glasses. Her attitude and behavior was inexcusable. She was rude, short tempered, unaccommodating. You name it, she was it. When it was my turn to approach the counter, she switched her attention to another line saying she couldn’t keep track of who was in queue. The issue with that is the people she decided to assist weren’t in the Resolution Line with the rest of us, they were off to the side. She also came from behind the counter and turned off some of the kiosk without announcing to those others standing in line what she was doing and why she was doing it. They were just left standing there. One poor lady had been trying to get the Cambodia since Saturday. I must say out of all airlines there is a very strong possibility that I will not be flying US Airways in the future.
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Bullying, humiliating flight attendant behavior
Posted by KM on 2011-06-22
I've never been so upset with a flight - I'm not one to complain about cancellations and delays, these things happen. I'm not very sensitive to busy flight attendants either, they're people dealing with their own issues every day too. However, this was unbelievable. Below is the letter I sent to US Airways after getting home from the airport still so furious that I was fighting back tears. I wrote the following to US Airways and was going to leave it at that until I saw the video taken by a passenger of another passenger being deplaned over saggy pants, at which point I decided to Google it. I wanted see how rampant customer service complaints are with this company. What I'm finding is shocking.
To Whom It May Concern:
I did not stop to obtain the name of the person at subject of this communication, so I apologize in advance for my inability to provide the full details of the issue. I'm sure this is not the first complaint about this employee however and have no doubt that you will in short order identify her. I have never been so aghast or repulsed by a flight attendant's performance and do fully expect that this complaint will be taken seriously. The flight attendant was working flight 1480 from Charlotte to Detroit that was scheduled to depart at 4:27 PM and is thin with short blonde hair, approximately 45-50 years old.
I was seated in 11C, just behind the emergency exit rows as the safety speeches were underway. The flight attendant going through the explanation of the duties required for seating in these rows was standing in the aisle two rows in front of me, asking all to affirm that they understood and agreed, asking that they respond with the statement "I understand." The gentleman in 10D said "yes" rather than the required statement and the flight attendant's behavior became shockingly demeaning. She told him that she needed him to say that he understood and he responded that he understood, at which point she leaned down in front of him as one does with a naughty toddler and said to him loudly, "Then what did I just say?" Looking at her in disbelief as she launched into a loud and indiscreet lecture over the necessities of his seating, the gentleman was quite visibly embarrasssed. She then asked if he would like to be moved to another seat, to which he responded no, that he liked the leg room (in what appeared to be an attempt to defuse the situation with humor) and she responded with more public lecture.
She then came down the aisle to me and said "Push your bag completely under the seat in front of you." I pushed the bag the required inches from its original location and quipped to the man seated next to me (who had been equally appalled at her behavior) that three inches will make all the difference and reopened my book. The flight attendant bent down, placing her head between my face and the seat in front of me and said "What did you just say to me?" Shocked at her confrontational behavior and invasion of my personal space, I repeated what I'd said to the man next to me. At this she began a lecture about the space and an accident, to which I said "Yes, yes, I understand". I was trying avoid the same extended public shaming delivered to the man in front of me. She then stood up and pressed the call button, interrupting the other flight attendant in his safety speech, making her threat to remove me from the plane very clear. In my utter horror and surprise, I said "really"? The idea that I was about to be removed from the plane and probably arrested for making a joke about the effectiveness of three inches in saving my life during a plane wreck left me astounded. Was this really happening? She looked back down at me and said, again loudly and as if I was a school child being reprimanded on a playground by a nun, "Are we going to have a problem?" I responded that I just wanted to read my book. I know by this point my face was burning red with mortification and my only goal was to end the harassment. The people seated around me, to my left, behind and across the aisle, all expressed the same incredulity as soon as she was safely out of ear shot - no one wanted to place themselves in her sights.
I fly on a regular basis and I have never been chastised or threatened with removal from a plane. More, I am a paying customer who did not deserve the treatment I received on your flight. If any of my employees EVER treated a customer in such a way, he or she would be terminated with prejudice on the spot. I am still quite beside myself and frankly furious. I tell you now that if I ever see that woman working a flight on which I am scheduled to fly again, I will immediately disembark and find another carrier, knowing that US Airways allows their employees to indulge in pointless power trips, to disrespect and publicly demean its customers. Today was completely uncalled for, utterly unacceptable and I would rather pay much higher prices at Delta than ever subject myself to that again.
P.S. I would recommend that you reach out to the man seated in 10D and apologize - he was also humiliated and did not even crack a joke to bring this degradation down on himself; I am quite sure that he also is furious.
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Damage Laptop flight number 2222 confirmation number cwwdex
Posted by Cisha on 2010-02-16
On January 7, 2010 I decided to take a last minute trip to fort lauderdale, fl. usually I would make the hour and a half drive to the Philly airport from bethlehem pa and use southwest airline. so since this was a last minute trip I decided to leave from the abe which is located in allentown the last flight that I could find to get to fort lauderdale that night. this flight I had booked at around 3:15 that afternoon to leave from abe around 5-5:30pm on this particular day... what I didn't know that the planes that US Airways uses out of the lehigh valley airport are called express because this is a small airport and these overhead bins cannot accommodate carry on lugage unless you decide to carry a purse or plastic bag to put in these bins. I had a small carryon suitcase in which I had my laptop in/ my laptop size is btw 17-19 inches so its not your tiny 10inch notebook. while boarding with my carryon luggage I was told that my luggage needed to be put under the plane and I will get it back plane side when I get off at clt to continue on my trip to fort lauderdale. yes I know you guys are saying well y did you not pull your laptop out... remember the size I just told you it ould not have fit in the over head bin. so anyway I had no worries because I'm assuming that been that this is an actual carryon luggage they give you a yellow ticket which only ask you to put in your name and the destination of where the airline is going. and I figure that they would handle these bags at least with care. anyway I made it to clt no worries didn't even think that there would be any problem at all. went on my merry way to get on my connecting flight to go to ft lauderdale.... I made it to fort lauderdale at around 10:30pm that night. made it to my destination around 11:30 that night. now somewhere between 12:30am and 1:30am I decided I wanted to go online and check my emails. powered my laptop on heard it loaded heard it connected to the internet I got signed out of my instant messengers on my phone look at the laptop no picture. upon inspecting my laptop I realize something didn't look right. so I sent an emergency text message to a friend of mine who owns a computer repair shop stating laptop emergency. later that morning around 9am I dropped off the laptop to find out what the problem was via text message around 1:45p what the problem was indeed my screen. so what it seems is that when the put my bag in the under carriage either they threw it in or they threw another bang on top of mine which caused the separation. of what seemed is the hinges so which means the entire screen needs to be replaced. on my yellow ticket it has no phone numbers or anything in fine print stating what should you do if there was a problem. so then I asked to have an estimate emailed to me so I can contact US Airways. when I arrived back home on January 11 I called US Airways customer service and I was told that there is no one I could speak to you in regards to my claim I can only send out an email and wait to be contacted. I was told to email customer. firstname.lastname@example.org. I got a computer generated email said I should expect a response within 7 business days so I could understand that I decided to be very patient and wait the 6-7 business days to be contacted back via phone call or email so 15 days later no response so I decided to email them again once more on January 26 here is a copy of my email:
I would like to know how long is it that I am supposed to wait for someone to contact me about my property that was damaged to to te lack of care of your baggage handlers I first sent this email to you on January 11, 2010 and now it is January 26 15 days later and I still haven't heard anything from anyone. my phone number is #### and my name is I. mitchell. so I got another computer generated email saying wait 6-7 business day.
here is the response I received on January 29 from US Airways:
US-10MITCHELL-012H7 I and CMitchell, This acknowledges our recent email sent to Customer Relations. It was forwarded to our office by Customer Relations for our response to your baggage claim status inquiry. Our records indicate the following email reply was sent on January 21st. Quote: Ref: US-10MITCHELL-012H7 Dear Mr. Mitchell, Thank you for contacting the Central Baggage Resolution Office at US Airways. Your email was forwarded by Customer Relations for our review and response to the baggage related concerns you've described. I apologize for the length of time it has taken us to address your email. I regret we are unable to open email attachments due to our Internet security settings. Also, I was unable to locate an active Property Irregularity Report for this incident. Mr. Mitchell, unfortunately, all damage must be reported in person within four hours of arrival, thus allowing for a physical evaluation tobe completed prior to any assumption of liability. When a customer arrives at his/her destination and does not immediately report damaged property, we cannot honor any subsequent claim. In addition, per the Published Airline Tariffs we are unable to compensate for computer equipment, as it is among those items excluded from coverage when transported in checked baggage. If you have not already done so, you may wish to contact your personal property or travel insurer to see if you have coverage for an incident such as this. Thank you for allowing me this opportunity to clarify our position. I sincerely hope we have an opportunity to restore your confidence in our service. Respectfully, Myhanh NguyenCentral Baggage Resolution OfficeUS Airways Unquote. I appreciate this opportunity to be of further assistance. Respectfully, Bobbi WayneCentral Baggage Resolution OfficeUS Airways Original Message Follows:27jan-0751------------------------ From: Customer Relations Sent: Wednesday, January 27, 2010 7:41AM To: CBRO Subject: FW: Confirmation number cwwdex flight number 2222 From: C Mitchell [mailto:] Sent: Tuesday, January 26, 2010 11:25 AM To: Customer Relations ; ###@Hotmail.com Subject: Confirmation number cwwdex flight number 2222 I would like to know how long is it that I am supposed to wait for someone to contact me about my property that was damaged to to te lack of care of your baggage handlers I first sent this email to you on January 11, 2010 and now it is January 26 15 days later and I still haven't heard anything from anyone. my phone number is #### and my name is I mitchell.
P.S. I never did receive the so call email on the 27th as they stated was sent to me.
here is a copy of my response this email:
I'm sorry this was not a bag that was checked in as a carryon bag... I was told that the plane that we took which was the express is the over head bins are too small to put our carryon luggage in so we had to get a yellow ticket to put on our bags where we will receive the bag back once we get off the plane... and getting in contact after 4 hours after the arrival of tht flight would have been impossible since I had a connecting flight to fort lauderdale and I did not find out the problem until the next morning after I turned my laptop on... I need to speak to someone in person this email communication is not working.... and if I need to fax over a copy of what information that was given to me by the computer repair which is the diagnosis and quote I will... and if I knew I would not have been able to carry my carry on on this trip as a carry on I would never used your company... I've never had a problem with any other airlines with my carryon luggage...what's the point of having a carryon when you can't actually carry it on... so I would appreciate it if I get a phone number or have someone call me I would like to speak to a live person not typing via email because I need to this resolve.... and my name is Ms I Mitchell not Mr Mitchell.
still no response so now I sent another email on February 6 here is my email:
I'm still waiting for someone to contact me about my problem... so I can explain to the person about my problem... bc on the yellow tag that I was given to put on my carryon bag it states no where on there about contacting anyone if there is a problem with my luggage only thing it ask for is the flight number and destination of departure and arrival and no phone numbers... so can someone please contact me via telephone or do I need to go to the airport.... to speak to a live person? my name once again is indra mitchell and my phone number is
finally on February 8 almost one month after my first contact with them about my issues here is that email. I have contacted the computer repair shop to send fax them over the estimate hopefully this will resolve the issue and no I still have yet to speak to anyone in person from the bagage resloution department I'm so tired of dealing with these email communications. here is the February 8th communication looks like it will be getting somewhere
US-10MITCHELL-012H7 I and C Mitchell, This will acknowledge your recent email. I apologize for the length of time it has taken us to reply. To review this matter further, you may provide an invoice indicating thenecessary cost of repair. If your property cannot be repaired, you may provide the repair shop's documentation along with the date of purchase and original cost. You may wish to send this information via certified or registered mail to the address below. If the item has a singular costover $100, we ask that substantiation of the original purchase price be provided. US AirwaysAttn: Central Baggage Resolution Office4000 E. Sky Harbor Blvd. Phoenix, AZ 85034 Fax 480-693-2305 You may reply or reach our office at 866-874-3931, option 3, and leave amessage at anytime if you have further questions at this time. Your information will be reviewed and a Baggage Specialist will return your call within 24 hours, between the hours of 8 am to 8 pm local time. Your cooperation is appreciated, we await your reply. Respectfully, Celeste RooneyCentral Baggage Resolution OfficeUS Airways.
sorry for such a long blog but I had to put my 3cents in lol...
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Appalling Treatment & Staff-Deceitful Business
Posted by Gabriella on 2009-08-25
My new husband and I had an absolute nightmare experience dealing with US Airways. We left for Las Vegas for a short wedding weekend and flew out on American with NO problems...they were wonderful. When returning, we unfortunately were flying US Airways. We had no clue how horrible of an experience we would be dealt and the lack of respect or concern on the part of the airline was beyond appalling.
We arrived at the Las Vegas airport 3 hours prior to our flight and were the second and third persons to check in and get to the gate. We were told the flight was overbooked by several people and offered first class seats if we transferred to the later flight, leaving at 7PM. Since the later flight was direct we would have made it home sooner than the one with the layonver so we said we would be glad to do that and were told to confirm an hour prior to departure. When we went to confirm, a VERY rude and snide male with dark, scruffy facial hair (I only give this description b/c I didn't get his name); told us there was no way he would be putting us in first class on any flight and this one was not overbooked. He made it sound as though we had asked for the transfer when in fact they had asked us! Obviously, someone at US Air thought lying and misleading us was okay, and he felt comfortable treating us like second class citizens.
When we finally boarded the plane, we walked to the back and the flight was full. My assigned seat was being occupied by another person who did not budge or blink an eye when I told the flight attendant about the error. The flight attendant had no problem moving me to the last row and seating me next to strangers even though I had a RESERVED seat that was paid for, next to my brand new spouse. She did not even ask to check the man's ticket who was in my seat and did not give one single thought to honoring what we had PAID for and purchased! Meanwhile the man and his girlfriend made out the entire flight and relished in their new seats next to each other. The unprofessionalism on the part of the airline was over the top.
Now the story gets even better (insert sarcasm). We pulled out onto the runway...(each of us seated apart), when the pilot said "we are number 45 in line to leave". What??? Turns out there was only one lane open for the planes at the airport. The flight itself was horrendous with many passengers certain it was going to crash-an obviously untrained pilot that added physical terror to the emotional battering we were already experiencing.
By the time we landed in Phoenix our connecting flight was in the final stages of the boarding call...on the OTHER side of the airport. Again, the attendants did not even consider rising to the occasion and no priority was given to those on the plane to depart first if they had a connecting flight. They even commented on the overhead that many would be missing their connections. Of course, they did not offer an apology for this. We ran to the gate and got there just as they were closing the door. We were told we would be separated again and they were going to check our bags and that's just how it was. We said "NO" because everything up to this point was at the fault and inconsideration of the airline and it's staff. We were certainly not going to give them the opportunity to screw up another matter.
When we walked down the jetway leading to the plane yet another rude staff member promptly told us our luggage had to be checked and began taking my husbands luggage out of his hand. I told her (an African/Jamaican woman with a thick accent) that we were not checking our luggage as it was the airlines fault we were late and mistreated until this point. I got on the plane and was physically shaking with a red face and almost in tears because of the flight attendants we had already encountered. At this point I was offered a glass of water and the first decent gentleman attendant said he would make room for the bags...which he did. I was back on the jetway waiting with my spouse when the woman took my husbands luggage from his hand, handed it to the man on the ground and said "IT WILL BE CHECKED"!! Right after, the male flight attendant came and asked for our luggage to which we told him she had taken it anyway and had completely disregarded our wishes and his statement that he had made room. She did not care at all and continued giving an ugly look with a sense of satisfaction that her mission had been accomplished...and that was the last straw.
When I sat in my AGAIN newly appointed seat on the last row, I was placed next to a gentleman with horrible body odor and a woman who was sick with the flu. The point again is that I was never to be in this seat placement anyway. When we finally arrived in DFW after midnight, my husband's luggage was the last bag off even though it was the last one put under the plane so abruptly. Not one apology was made during the entire course of our experience with US Airways and not one individual cared that we had been misled, given false information, had our money virtually stolen and our honeymoon trip home absolutely ruined. These are experiences I wish upon no one.
FROM MY NOTE TO US AIRWAYS: I am an avid flier and have NEVER witnessed anything of this magnitude. While you may think we do not matter and our business is small in comparison to how many customers you have, we will do our part in informing everyone we know not to ever utilize this airline. A response acknowledging the many errors and rude treatment given would be appreciated as well as a refund or something this airline deems appropriate for the situation. The response we receive will be taken into play as far as our next step goes. We will not stop here if nothing is done and the company where we purchased our tickets from will also be notified.
You can contact us at the phone number or the address provided. We hope this matter will be given serious attention. Please note that with the state of our economy the way it is, one would think a company would be concerned with their reputation and ability to maintain customer care and retention. How sad it is that so many businesses operating under a model of integrity are failing while a company with such poor service and rude employees is still surviving. What a terrible shame.