US Airways

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Complaint of US Airways
Posted by on
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 £300 ($450.00) in hotel charges etc... I have also had to pay £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 £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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User Replies:
jktshff1 on 07/20/2011:
Just wow...
Anonymous on 07/20/2011:
I am not a doctor, pharmacist, or patient, and it is perfectly legal for me to carry morphine. Pills, liquid, concentrated morphine in lethal amounts, I carry it all as well as other mind and body bending controlled substances. I understand the law for possession may be different in the UK. In your situation needing to take the meds while you were in flight you should probably have removed them from your bag and kept them on your person.
Anonymous on 07/20/2011:
The wheelchair assist folks are with a private contractor, where they put you is a complaint with them, not the airline.
The airline was very nice in giving you comp'ed bulkhead seats. You could have the Hope Diamond in your bag but if you are in bulkhead row you bag has to go up in the bins, no exceptions -these are FAA regs. Bins start behind the first row of the A330 bulkheads as you discovered there is no bin directly over your seat. Flight attendants are trained and when instructed may open a drug kit that contains morphine onboard an aircraft.
It isn't impossible but...It has to be pretty difficult to rummage through a strangers bag not knowing if that person is sitting right under that bag, check for medications, read the label and go "ah ha, morphine" and pocket it. I dunno, to me stealing credit cards, cash, electronics out of a bag seems easier. More plausibly your drugs simply fell out of your bag in the bin.
stardancer on 07/20/2011:
I used to fly all the time. I have not flown or felt safe since 2000. I can tell you 1000's of stories like this with no good ending.

Since we have become health care of drugs to treat & create new symptoms, we have drug pros.

Druggies that can spot your drugs in a minute. They know what to look for, especially anyone in pain, the shapes, colors, any generic names. I've seen them spot them in vitamin, excedrin, or metal canisters.

I found myself surrounded by people like this when I was injured. It's like sharks to blood. Learn from this, you will get little or no recourse. But these are drug addicts you will be dealing with, that someway, somehow, will find a way to get them.

All I can say is keep them hid, and never tell anyone you have them. There have been shows all over the television warning people about pill addicts and thieves. Blessings
BEJ on 07/21/2011:
Perhaps in the future, you could get a small pouch or bag that could fit into the seat pocket in front of you or beside you that you could slip your meds into. that way you would always have them with you even if your bigger bag had to be stowed in the over-head bins.
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Mistreated, Harassed and Assaulted by a Flight Attendant
Posted by on
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. 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 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 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 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.

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.


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 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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User Replies:
Anonymous on 06/03/2009:
This story sounds ludicrous because surely no professional in any line of work would ever treat a customer this way. But, it seems this is the way airlines are going these days. I've been traveling for business a lot the last few weeks and enountered more than one rude flight attendant/airline staff. Nothing as you describe, of course, but rude enough to be infuriating. Many times, complaining gets you no where because the staff is unionized, but if customers start complaining, maybe the airlines will do something about it.
PepperElf on 06/03/2009:
got a couple of comments for this

1) I do agree with the Gate person's comment that you should have stayed out of his conversation with the FA.

I know you were upset, if you had remained quiet it would have shown that only she was having control issues. Yes, she butted in when you were talking to him, but you did want to fight on it.

& I understand wanting to fight when you know you're right, but sometimes it's also good to stand back, & let people hang themselves on their own ropes.

2) Since you did chose to join in, you unfortunately gave her fuel to use against you.

I know it sucks. Believe me I've had differences with co-workers when the other person is completely out of line... but they still try to find the *one* thing you did wrong, so they can spin it so it's not 100% the other person's fault.

3) Not putting you on the same flight again. Actually I'd do the same thing if I was in charge.

I suspect she got in trouble over the incident. Even with the debate over "stepping up to the gate person", I really think she got spoken to about her behavior on the plane.

I think the airline was just covering its ass with that one....

if they put you both on the same flight, so soon after the first incident... if the FA was horrible to you again and just as abusive, then you'd have even a more serious case to bring up against them.
Soaring Consumer on 06/03/2009:
I believe this review. I don't know why, I just do.

Christopher Elliott might be interested in hearing your situation, here's how to contact him:

Regarding compensation, which I believe you are fully entitled to the additional costs you had to endure as well as partial refund of your fare, I suggest contacting the US Airways head offices, here is more information:
Anonymous on 06/03/2009:
Wow, this tops every airline complaint I have ever read on M3C's. That flight attendant needs another job and an attitude adjustment. (VH)
madconsumer on 06/03/2009:
I would like to hear the airlines side of this story.

I am sure the attendant was speaking louder due to the poster being engaged on the telley.
Anonymous on 06/03/2009:
Some interesting points:
F/a primary role is is safety, customer service second.
"First world service" really? In the land of Wal-Mart. 3rd world nations have better air service
"Customer comes first" see above.
"service has been declining..." so have prices, its never been cheaper to fly. People want no service thus LCC's.
"Convenient flight schedules from Miami" Really? Um, its a AA base.
I don't doubt you got hassled however I'm suspecting there is a bit of embellishment here.
STL is serviced primarily by RAH (no mainline) so you'll get a nice form letter from US stating how sorry they are blah blah blah.
Believe it or not you could have been arrested. You broke a big FAR (actually you broke a few 121's)you don't talk to the flight deck crew - not in that situation.
You may want to try AA, they have direct mainline service MIA-STL
MrNigel on 06/03/2009:
I would call my attorney ASAP and file suit for slander, the clapping and petition are clearcut signs of unlawful harassment.
PepperElf on 06/03/2009:
soaring... I believe there's a lot of truth to her letter too.

heh... it's a good thing it wasn't ME in her place... if someone had grabbed me I would have likely spun around with my hands up in a defense move, which would have caused a lot of issue...

at the same time, I understand why the airline did what they did however.

and as I said above, I don't think the FA would have been sweet and docile on the return flight. I think the FA would have acted the same way.

so the airline moved her flight to avoid any further issues.

VF: FAR & 121? What's that?

I figure the "ar" is airline regulation but I could always be wrong
MSCANTBEWRONG on 06/03/2009:
Wow...just wow!
dan gordon on 06/03/2009:
I absolutely hate US airways, but for your complaint to be taken seriously you really have to condense it. Even starting at pg 2 its way too long. May I suggest you write a shorter version on They have a US airways forum and members can give good advice.
PepperElf on 06/03/2009:
that's a good point...

when I first started reading the letter I was thinking... OK "service going downhill" but.. what's the exact complaint.... until I got to the part about "yesterday"... etc
2003m3 on 06/04/2009:
I would definitely put U.S. Air on my no-fly list for this. The problem is, who do you fly with on domestic flights? The others are not much better. Quality of service on U.S. carriers has gone done incredibly over the last 8 years across the board.

I flew close to 300,000 miles last year, most of it outside the country. My rule is: avoid U.S. carriers like the plague! Service on Asian, Middle Eastern and European airlines is far better. Flying with Singapore Airlines, Cathay Pacific, Emirates, Etihad, Lufthansa, BA or Air France is a pleasant experience (for no more money than one would pay to these characters).
DisputeTheCharges on 06/04/2009:
VF-213 Flying AA isn't an option since AA is $5 more than US on the MIA-STL route. Why in the heck you'd rather fly on a Jungle Bus vs. a 757 is beyond me. It's worth the $5 extra in my opinion.
goduke on 06/04/2009:
Pretty awful story. In most cases, I'd believe that the customer has no right to be privy to the internal HR process of the company, but in this case, I think the customer is owed a "this was the outcome with this employee" kind of response.

It stinks that the pilot had to make the choice to not allow the customer to continue on the flight, but he was probably wise knowing that they two could not co-exist for the flight. If he had tossed the flight attendant (probably first choice), it would have delayed the flight for everyone as they would have had to find a replacement.

Never had such problems with Southwest. They get tons of my money. I especially like the flights where the attendants sing the safety rules.
PepperElf on 06/05/2009:
My family's visiting this weekend and I told this story to my mother.

Her idea was very very interesting...

That when you were told to talk to the gate person, you should have said... "I moved her bag a little to the side to put mine in and she started screaming at me. Her reaction was so intense, I am worried that there is something unsafe in it and I want that bag searched by security."

yes. A security search of her bag.
Mom was thinking that her reaction was so intense ... because maybe she was smuggling contraband. And I have heard some other stories like that.

Anonymous on 06/05/2009:
Pepper, I had to go through the employee's entrance one time to re-enter the terminal (long story). I watched them search the employee's, attendants', pilots, ground crew, everyone. And that search was a lot tighter than what we go through. It's very hard for a airport worker to sneak anything on a plane now.

Now, taking stuff out is a different story. We all know how much of our stuff walks out the gate -via- the TSA and luggage handlers.
PepperElf on 06/05/2009:
could she still request it?

I wonder if she's contacted corp yet about how she was treated.
suzieg on 06/15/2009:
It would have helped the situation if you ended the cell phone conversation when boarding the plane. The consumer set the "rude" tone. I really feel for those who deal with the public(Coffee shop, stores, etc...)especially when people are on cell phones and they are trying to communicate with you-- very rude to be on the phone and does not matter who you were speaking to...Hang up the phone! That is why the situation escalated to this level, the attendant was probably very frustrated that you could not follow her instructions.
taufiq on 06/15/2009:
I'm sorry but I just DON'T believe your story as it stands and I have to take the attendants side!!
Yes I know your jaw just dropped. Here's why.

1. You were talking on a mobile phone as you were boarding. This is rude and inconsiderate to the attendants and to other passengers. To make things worse you stayed on your cell phone as the attendant was trying to communicate with you.
2. You did interrupt the pilot as he was talking to the attendant. You need to respect the pilot and other passengers. The plane is not your house where you can do and say what you want.
3. The fact that other passengers signed the petition and applauded as you exited the plane tells me that your behavior and attitude were not acceptable.
4. Your story is extreme. What I mean is that you are doing everything correct and the other person is always in the wrong. This is rarely the case.

I'm sure the attendant was not on her best behavior but she might have had a long day - as you might have had.
PepperElf on 06/15/2009:
I have to disagree on some of that Taufiq

But before I get into that... I'm wondering now... do these flights have surveillance cameras inside the passenger cabins? I would think that after 911 they would, but I never thought to ask. ... and if not, perhaps they should start considering it...

a tape would be good evidence to show what really happened.

and back to the list in response to T
1) talking on the mobile while boarding isn't against the rules. even if someone else finds it "rude" it doesn't justify abusing them.

2) Interrupting the pilot/gate guy - yes this I agree with you on. Each person should be allowed their say.

3) The petition - the FA should have never sent this around. The argument was between her and the OP. It was unprofessional and petty.

4) One sided - this you also have a good point on. We are only hearing the OP's side so it is possible she downplayed her actions and up-played the FA's.

njgal on 06/15/2009:
US Airways has really gone downhill. Their flights are never on time (departure or arrivals) and I experienced a flight with a really rude attendant. We were stuck on the tarmack for over an hour in 90 degree heat with no ac. They gave me a $50 vouchers for all of my troubles, as if I'd want to fly with them again. Good luck and of course you deserve to be reimbursed but I'd be really surprised if they do entirely. They don't seem to care anymore.
Ponie on 06/15/2009:
The first few paragraphs seem to be the poster puffing her importance. It's underwhelming.
Attitude is quite apparent: 'the people I happen to talk to seem...' I always talk WITH people, not TO them. Doesn't matter if I'm low man on the totem pole or top dog.
I haven't noticed a difference (probably because I wasn't looking for it) in the overhead bins. Do they now assign space in the bins to correspond to the seats? The poster seems to think they do. But I could be wrong...
Anonymous on 06/15/2009:
I swear to God, I'd marry Ponie if I had the chance.

BokiBean on 06/15/2009:
Get in line! :D
Ponie on 06/15/2009:
Nah, you wouldn't want to MissM. I'm so damned set in my you can tell by some of my comments. Once was plenty for me.
BokiBean on 06/15/2009:
She's just bein' coy!
Adams complaint on 06/23/2009:
there is a part misisng to this complaint.I find it hard to believe that this women went after you like a hawk just because she thought ur carry on was to big?
Nicki J on 06/25/2009:
I'm surprised that you didn't get arrested. I think that the Flight personnel have to much "power" now and if you get upset watch out, because you could get arrested.
I hope you update us with what happens with this because it is beyond unbelievable. I can't believe she got away with you missing your flight. Maybe you should have asked your CEO if he heard anything while you were on the phone with him.
madconsumer on 06/25/2009:
"The first few paragraphs seem to be the poster puffing her importance. It's underwhelming."

the great never claim to be.
Nunyadb on 07/01/2009:
This is very unfortunate and I hope this lady put in the complaint to the airlines although I am sure it doesn't make a difference. I would have pitched a fit until that attendant was taken off the plane. That is not fair to the customer who paid all that money to fly and is a loyal customer to get treated this way.
tabikatz on 07/06/2009:
I believe the complaint, simply because I have been put in such positions before. To some it may sound outlandish and farfetched, but those are the lucky ones who have not had to endure such treatment. I think you should be reimbursed for your trouble, and I agree. Do not take US airways any time soon. As far as the flight attendant, she should not have been permitted to remain on the plane either. Her actions as far as the petition and the continuing harassment were unsafe. Considering I probably would have been arrested, due to my large personal space bubble. Had she laid a hand on me I can't say I would have been completely in control after having my space invaded so rudely. Good luck to you, miss. I hope you find someone willing to assist you in setting your mistreatment right. Perhaps, if you were on business your then higher up would consider filing a complaint as well. I am not sure how your company works, but the way mine is, if I were to tell my boss I had been abused so on a business flight he would be as infuriated as myself.
consumer76154 on 07/26/2013:
US Airways DOES mistreat their customers. I too, am a 30something professional that has traveled many times both for business and pleasure. They have become impatient, unsympathetic and arrogant. This will not change because the policy at US Airways is to support whatever the crew writes in their report and their decisions are never wrong. The customer relations rep told me on the phone that there policy is never to compensate. The best you can hope for is an email apology and that other airlines will travel the route that you need to take to get to all of your destinations.
TonyHorns14 on 03/31/2014:
That sucks. You should have just stayed on the flight in the front because the fact that you got off the plane encouraged the flight attendant to keep doing that to people. She's probably fired by now and lives in the streets somewhere in no-mans land. At least you could be happy about that.
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How US Airways Stole Christmas
Posted by on
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 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/ 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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Anonymous on 12/18/2009:
You made the mistake, not US Airways. Pay the piper!
MzDLBrand on 12/19/2009:
He was told the change had been made, so what reason did he have not to trust the reservations agent? The main mistake the OP made was not double checking.
Ben There on 12/19/2009:
The napping pilots you referenced flew for Northwest Airlines, and the plane that landed in the Hudson River was no fault of USAirways. In fact, USAirways was globally recognized for having an amazing cockpit and cabin crew for the skills they demonstrated.
Anonymous on 12/19/2009:
So you complain because you made this mistake? Drive.
YunkaG on 12/19/2009:
You didn't bother to reverify as soon as the agent said he/she made the change? I would have checked immediately not wait over a month.
tnchuck100 on 12/19/2009:
FACT: Only CUSTOMERS are held accountable for mistakes. CORPORATIONS are never held responsible for their statements to customers.
jktshff1 on 12/19/2009:
tnchuck +10
Anonymous on 12/19/2009:
I feel bad for the OP. I mean that could have been an error any of us could have made. It happens. Its a shame that US air couldn't have been a little bit more sympathetic to the OP. It sucks, but you should have double checked like everyone else said. Just take it as a lesson learned and next time, don't use US air. I'm not a fan of US Air. Continental is the way to go.
Anonymous on 12/19/2009:
If the OP was told that he could correct an error within 24 hours and he did call to correct, then the airline must be held to this even if he didn't double check right away that the change was made. His difficulty is proving it was said. On a side point, BenThere, the Hudson river landing was whose fault if not the airline's? There was a mechanical malfunction and whose duty was it to maintain their aircraft? To their personal credit the pilots saved the day, but the blame for the entire episode falls squarely at the door of the airline.
Ben There on 12/19/2009:
James236, it has been well established it was a flock of Canada Geese's fault that brought down the plane. Nothing was wrong with the aircraft until it collided with these birds; it was just very bad luck that they were cleared to take off when they did:
Anonymous on 12/19/2009:
Ben, maybe the geese work for USAirways? lol Okay, not funny but the previous comment stating that it was a mechanical malfunction is absurd.

Chuck has the best answer. Customers have very little if any recourse these days. Everything is favored toward a company and their "policies".
Anonymous on 12/19/2009:
OK That was my mistake about the malfunction.Sorry. But I am aware that the authorities had at one time questioned the bird strike story. They found that there was a note in the log two days before that same plane went down that there was a compressor malfunction.
Brian Z on 12/20/2009:
I did make the initial mistake, and caught it within 5 hours. And I also caught the mistake that they didn't book the change. But that wasn't good enough.
Anonymous on 12/20/2009:
Did you pay for the change you claim they said they'd make? If not, who was going to pay it, and how would it have been done? Ticket terms do not state that if you catch your mistake 5 hours from booking it, that there will not be a change fee and difference in fare.
Anonymous on 12/20/2009:
Justthefaxx he said in the review that was told that if the mistake was caught withn 24 hours (as it was) there would be no charge. I know Delta has a policy of a full refund if cancelled within 24 hours, but if an agent of USair told this to him, then they should be held to it.
Disaster Worker on 12/21/2009:
Several times as a business flyer I made similar mistakes with Southwest Airlines. When I caught my on-line mistake and called, they were always gracious and helped me get it corrected. That's why I've always enjoyed flying Southwest.
Ben There on 12/21/2009:
Something fell through the cracks at some point by somebody - probably due to miscommunication. Most airlines will allow you to cancel a ticket within 24 hours as has been said here, but that does not mean you can swap a ticket to one city for another... You can't buy a $100 ticket to Orlando and call them up and tell them you meant London.

Chances are Greenville, NC was not the same price as Greenville, SC so the OP was going to have to pay more money, or get a refund. I would bet that is the part of the conversation that got messed up.
cisha91 on 02/16/2010:
well what happen is instead of you relying on them to correct the flight you should have just cancelled the flight within the 24 hr period and then just rebook the flight for the correct airport but I do feel your pain.... I've made that mistake once on southwest airline I was so excited about the ding fare after the gift certificate they sent me for being stuck in the plane for over 4 hrs I had to pay 17 dollars for my ticket from philly to ft lauderdale I was so excited I booked my flight by accident from ft lauderdale to philly when I was actually leaving from philly I didn't realize the problem until I was actually at the airport... but the customer service rep was so nice she rebooked my flight leaving from philly the next flight that was leaving out without me even paying the difference bc at this time the tickets were over 200 dollars. but I was fortunate enough to have a csr who understands my mistake... but next time just cancel within the 24hrs allotted and just rebook the flight... don't ever rely on the agents over the phone... and where u messed up at was you should have made sure they had sent u an updated itinerary via email or fax to confirm the flight...
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US Airways SUCKS!
Posted by on
Rating: 1/51
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 convince 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.
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Airline from HELL
Posted on
Rating: 1/51
This is the airline from Hell. The horrible reviews about US Airway's 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, through 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 Airway, 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!
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Dominic on 10/26/2014:
I booked a flight from Phoenix to Buffalo because I was going to a trade show in Niagara Falls, Canada. I was unfortunate to book only two weeks out and I got a middle seat. When I got on the plane I noticed that both men on either side of me was morbidly obese. They were so big that they both had parts of them hanging over both arm rests. I had no where to put my hands. It was the most uncomfortable 4 hours of my life. I get off the plane and had a voice mail stating my flight had been cancelled. Not knowing what to do I go to the gate agent who was chatting on her cell phone and asked what to do. After she could not help me she directed me to the customer service area which was a good walk away. Getting to that counter the agent was also unhelpful, had no sense of geography as she wanted to re-route me to a far away city, and not very pleasant. She books me on another two connecting flights and have me arriving at my destination 7 hours past my original time. As I run to the end of the airport I arrive at my new gate just to get another call saying that the connecting flight was cancelled too. I call the number left by the automated message to figure out how to get to my destination. The lady on the phone books me to Toronto, Canada and has me fend for myself to figure out how to get to Niagara. I tell the lady the importance of not being separated from my bags. She assures me everything will be re-routed with me as I had several hours to wait for the next flight. She told me there was a plane leaving earlier to Toronto and I should ask if I can board that one. I get to the gate and ask and the agent said I could not board since it was boarding with in 55 minutes and my bags would not make it on that plane. She said I needed to travel with my bags since it was an international flight. I said ok and waited for the next flight which left 2 hours later. I again let the agent know how important having my bags would be. She said everything would be re-routed. I get to Toronto and my bags are no where to be found. I go to the baggage claim area and waited 20 minutes for the only girl to get back and help me. She said my bags where in Boston and I would not get them that night. I told her how important it was to have my bags and she said that they would be delivered to my hotel by a courier. She told me to call the 800 number to make sure they were on it. I called the 800 number for baggage with US Airways and tell the guy how important it was to have my bags. He said they will be re-routed and delivered to my hotel. I was told to call again in an hour to confirm. I call in an hour and the guy on the phone says he can not reach the Boston Airport baggage claim for US Airways and I had to call in the morning. I again let this guy know how important having my bags for the trade show was. I call in the morning to find out where my bags are and the rude lady on the phone says they will arrive in Buffalo two hours from then and could be delivered with in 4 to 6 hours. I tell her that I had a trade show to exhibit in two hours and it was un-exceptable to wait 6 hours as it should have been delivered the night before. She was very un-helpful. I call back to talk to another lady named Cindy who finally understood the importance in having my bags. She got a hold of a supervisor in Boston and that guy said he would put them in a car and get them to me with in a few hours. I thought the nightmare was finally over. I go to take a walk and noticed I had a missed call. I check the message and it was a Boston baggage agent telling my that I left two of my bags behind and I need to pick them up. She also said I should have made a claim for them. The nightmare was back on. You see at this point I already made a claim the night before and spoke to the claims people four times. Also at this point I was under the impression that my bags where on a car and headed to me. So I call the claims office again for the 5th time and said how could this be. She did not know and did not know her own job. She calls to find out more information and after 20 minutes gets back with me. She tells me that my bags could not be delivered because there was no customs form. There was a customs form they just lost it. She tells me the only way I was going to have my bags is if I went to get them myself in Buffalo. So they cancelled my flights, did not deliver my bags to me, could not get me to my destination, could not arrange transportation for me, leaves me stranded in another country and was rude all about it. The only compensation offered was to waive my bag fees. When I expressed that I wanted to speak with a customer service specialist they told me I had to email my concerns. No number to call. I email my concerns from the myriad of royal screw up and incompetence on behalf of US Airways as well as the lack of concern in helping me and fixing their mistakes. Never heard back from anyone and no compensation. I have to fly back home with them but then I will never fly them again.
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US Airways Costly Mis-Quoted Fare
Posted by on
Rating: 1/51
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, 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 on
Rating: 1/51
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 clients’ 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. We’ve 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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madconsumer on 01/19/2013:
whenever I have flown, I am annoyed by the other flyer's that cram an obviously too large carry-on into the overhead compartment. the airlines have been addressing this as of late.

did the carry-on bag fit into the bag verification measure guide at the gate desk?
trmn8r on 01/19/2013:
The reason *behind* your complaint is understandable - you've boarded with that bag before, so you are used to that convenience. However, the critical question is, was the bag over the size limit?
Dryer Lint on 01/19/2013:
With bags having expanding zippers its easy to go from compliant sized to non compliant.
As far as the bins being empty this is based on a guesstimate by the agents. It wastes a lot of time if the bins are full and you have passengers trying to make their way forward when others are going down the aircraft to gate check their bags.

A bunch of what you posted is incorrect. Overbooking occurs to keep aircraft full due to no shows - this keeps costs down to consumers.
You claim there is little regulation which is false, its higher regulated than the food and drug industry.
hate us airways on 08/31/2013:
The exact same thing just happened to me from BWI to IAH connecting in CLT. Passenger familiar with the lies simply removed the baggagr tags from their bags and boarded the plane....the overhead bins were completely empty when I boarded. This airline is awful, but thr death knell has tolled...
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US Airways Violates ADA and Abusive Employee
Posted on
Rating: 1/51
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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Anonymous on 02/11/2012:
Flying is not an exact science. Not sure what you would have done if the aircraft experienced turbulence or a hard landing. Since space is at a premium you have to expect to be bumped, elbowed or the like. A solution is an F class ticket.
The announcement you heard was "the forward lav is for first class passengers and for security reasons do not form a line in the forward part of the cabin" those is the back, no such concern.
Nohandle on 02/11/2012:
How did you find your mother's condition when you arrived?
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Horrible Service
Posted by on
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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SteveWiginowski on 07/27/2011:

"If you're leaving from one of these airports and you have a bag to check, you must check in at least 45 minutes before departure

Las Vegas
Los Angeles
Washington (Dulles)"

This is from the US Airways website.
BEJ on 07/27/2011:
Sorry you had such difficulty with your trip to Jamaica. For the future, checking yourself in online is not the same as checking your bag in. You bag still needs to be thereby the required time frame. Depending upon the airline--some offer curbside baggage check-in. that might be an option for you the next time. I have used curbside baggage check-in and have had no difficulties.
Ben There on 07/27/2011:
Most airlines have a minimum baggage check in policy. This is because they must hand over all checked bags to the TSA for screening before getting the bags back in their position to send to the plane.

Because airlines can't control how long the TSA takes, yet take all the heat for late bags, they have set this time limit to ensure better baggage delivery.
Whiteduck on 07/27/2011:
I was also told that curbside check in wasn't allowed for international flights. I've found that getting there the recommended 2 hours before flight time is annoying, but saves tons of trouble...
clutzycook on 07/27/2011:
I just got back from MBJ a couple of months ago. I FORCED Hubby (practically had to hold a gun to his head, LOL) to get to the airport 2 hours before departure, even though we got through security within 30 minutes then had to wait about an hour before boarding. He wasn't happy about that, but he would have been twice as mad if we had missed our flight.
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Bullying, humiliating flight attendant behavior
Posted by on
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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Anonymous on 06/22/2011:
Wow. First off, very well written letter. I enjoyed reading this. Have you gotten any response from them? I hope they take this seriously. This attendant should not be working and abusing her power.
clutzycook on 06/22/2011:
Goodness. Maybe there's another side to this story, but all in all it sounds like a case of a flight attendant with a major chip on her shoulder. My guess is that US Airways hasn't responded to the OP's letter yet.
Anonymous on 06/22/2011:
I wasn't there but will say this much about personal items under seats. The FAR (fed air reg) essentially says you have to have clear floor space, not impeding egress, etc. 1,2, or 3 inches may make a difference as the interpretation is by the flight attendant.
Its unclear to me why you'd you'd complain about what happened to another passenger. I'm quite sure if another passenger felt there was a problem, he'd make his own complaint. Hearsay is just that.
olie on 06/22/2011:
That three inches of your personal items may trip the guy next to you as HE tries to exit the plane quickly.

This is a good letter. Clear and well-written.
Anonymous on 06/22/2011:
Great review. Very helpful. Hopefully your next flying experience will be more pleasant.
Anonymous on 06/22/2011:
Glad it wasn't me because the flight attendant and I would both have missed that flight. One of us would have left that plane in cuffs and the other would have left on a stretcher.
trmn8r on 06/22/2011:
It sounds to me like the man in Row 10 was in the Emergency Exit aisle.

They like those people to pay careful attention and follow directions, as I recall. There isn't any way to know what that man's feeling was as he hasn't written here yet. And the person with sagging pants deserves a kick in the rear. He didn't follow a request of the captain on that flight.

Getting to your own personal experience, I doubt the flight attendant found any humor in snappy "jokes" about FAA regs. They don't find such things funny, and I don't think they should. They have a job to do in a short period of time - it isn't a school room.
Ben There on 06/22/2011:
I have seen some fairly rude and confrontational flight attendants, so sadly I believe this story.
spurod on 04/23/2012:
It is so very easy to have an enjoyable flight, and never have anything said to them on a flight.
Follow the Flight Attendants PA’s and don’t consume liquor you did not purchase on the flight or Duty Free purchases. If you do not understand the PA’s there is a section in the back of the Airlines Magazine explaining the rules and FAA regs. If a F/A tells you to do something, just do it, don’t argue or ignore them. You will have an easy and enjoyable flight.
midlifemama on 05/04/2012:
I would not believe your story if it hadn't happened to me. It wasn't what she said but how she said it. Sure sounds like she is still flying after I compained a year ago and"that" is why I'll never fly with them
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