BOSTON, MASSACHUSETTS -- I wanted to share my experience while checking in for flight 2103 on June 13, 2014. I had a first class seat for my BOS - DCA leg, and was first in line at the designated First Class queue. The agent called my name as she had the tag for my suitcase available. As I walked up to the desk, a man approached from the check in kiosks. The agent waved me off and told me to wait – even though I was closest to her desk. As she spoke to him, she called my name again and I walked forward again.
Once she realized that I was the person she was looking for, she made efforts to give a lot of explanations. She explained how people were coming from different directions (just 2 of us) and he was ahead of me (in her mind maybe). She also told me that I should have made extra efforts to tell her I was "MyLastName". I simply walked up to the desk when called. I'm guessing it is because he was dressed in a suit while I looked more like a leisure traveler that she felt she needed to serve him first.
Perhaps you can train your agents to not make assumptions based on dress or appearance? She was not so much rude to me, just incredibly dismissive - until she realized I did have a first class ticket. I know Boston is not a town known for its warm, friendly people. But the agent should have apologized for dismissing me. At 6 am not having had any coffee, I did not need nor want the explanations, and certainly not the instruction on how to identify myself properly while waiting in line.
LOS ANGELES, CALIFORNIA -- I'm a big traveler. I used loads of company. Never complaint. But US Airways is the worst low-cost company ever. They canceled my return ticket without notice and I had to repay for it!!! Staff really pleasant. No customer service at all. They just do not listen and come over and over again with no solution just pay. This company can hijack your trip and make you feel really bad. Check in is completely disorganized. Staff are not helpful. Aircraft outdated. Nothing works inside. Worst landing ever. 55 mm to get back luggage in transit when you have a next fly. This is just zero, null, disgusting. No word enough strong to described their method. Avoid this company.
CHARLOTTE, NORTH CAROLINA -- Flying from Cancun to Huntsville, AL, the flight route was Cancun to Miami, Miami to Charlotte, and then Charlotte to Huntsville, AL. To make a long story short, the flight from Charlotte to Huntsville was canceled. Granted, it was not US Airways fault. Huntsville closed its airport due to an "incident".
HOWEVER, US Airways rerouted us to Nashville, TN, and then it was just up to us to reach our final destination (my car was in the parking garage in Huntsville). US Airways offered us NO compensation, therefore the cost of getting from Nashville to Huntsville was left entirely up to us. We were told that we HAD to accept the alternate flight, even if it wasn't to our final destination. NO refunds! I will NEVER fly US Airways OR American Airlines (they are one in the same now) EVER again. I am no longer confident they will get you to your final destination. Worst customer service I've ever experienced.
I had an issue with purchasing my ticket from Travelocity for this airline. I had put in a search for a flight time of 10 pm Thursday night and first results are for 23 hours prior to my time. I realized it too late. I tried to change my flight but it would have cost me $200 few for changing and another $200 difference in tickets. I didn't need to change my return leg and I let them know this. But $400 was ridiculous. I could buy a one-way ticket for less.
I told the representative this and she understood and it hung up with her. She didn't even mention that if you don't check in for one leg, they cancelled my whole itinerary, including my return flight. I wasn't until I tried to get my boarding pass at the airport. I was told I didn't have a ticket even though I have an email that says my Reservation was confirmed! To top it off, a ticket would cost me $800. Are you kidding? Luckily I was able to book a flight with Southwest for a fraction of the price, $177. Don't just pay the crazy prices through this airline. Never doing business with them again!
CHARLOTTE, SOUTH DAKOTA -- I woke up extremely tired from a flight and I was the last passenger to leave the plane, but I forgot my laptop on my seat. After half an hour when I realized I forgot it I returned to ask the crew at the gate if they know where my laptop is. They checked and it was gone. I went to the customer service which was near and they couldn't find it in any of the US Airways offices or the Lost & Found.
I had to take off to another place and I called them, they told me they didn't have it. Other authorities in the Airport didn't have it (they quickly answer - no) and from that moment onward I felt completely helpless. I was nagging them for a while and they keep answering they couldn't find it until I was getting no answer.
Now why was I stubborn? I was the last person on the plane, so staff obviously have it. By the way, how is it that an unattended item at the size of a laptop is taken care of so poorly? This is also an issue of security to be concerned about. In 2014, an American airport, how is that possible? Last time I pick US Airways or American Airlines for sure.
USAir has been by far the worst airline for us. As a military family, we have the needs of being flexible with dates and schedules. When we fly Delta, they change the tickets when needed without added fees. My husband is coming home for the holidays for 2 weeks, the dates we booked the flights are no longer going to work for his schedule. We needed to change the dates USAir did not work with us at all unless we paid a difference of $456.00 for each tickets (myself and my son).
I sent the corporate office an email, and they told me they were not going to do anything about it. An airline that does not accommodate to military families when they are separated due to deployment should be out of business! Shame on USAir! Never again we will fly this airline, neither will we recommend it to our fellow soldiers and family members.
CHANTILLY VIRGINIA -- Traveling to try to get there to see terminally ill parent. Flights cancelled, on standby. To my joy I got a seat. I was pulled off when a tardy US Airways Vacationer (read package deal) showed up as the door was closing. My name was bellowed across the plane and my luggage pulled off.
I am feeling emotional but this made me tear up. I did not lose my temper but was pulled away because I was upsetting other passengers. Ellie tried to get me to agree to a taxi voucher to DCA for a flight leaving in less than two hours - from IAD. I think they wanted to get rid of me. This major airline let me down when I needed service the most. No doubt their routed will be ones I need and I will have to fly them again but I will never forget this shabby treatment at a sad time.
CHARLOTTE, NORTH CAROLINA -- This is the 2nd time in a month I've been seated on the last row of a CRJ 700. There is equipment behind this seat that forces the seats on this row to be more erect than any other on this plane. If that isn't enough, on my last flight I sat next to a plus size individual. He took up a full one-third of my seat (the armrest could not be lowered). This forced me to raise the aisle armrest in order to sit down.
I sat there waiting for the attendant to address this issue. She of course refused even to make eye contact with me. The flight was full as it is always, makes you wonder why US Airways assigns this size jet to this route. I was allowed to violate FAA regs and sit in this most uncomfortable position for the entire flight.
I make a customer complaint with the airline and was given a list of what I should have done differently. Lots of "we are sorry", but we plan to offer you nothing in compensation. My issue with this airline is, if they gave you something more than soda and pretzels they'd happily charge you. Therefore why is this seat sold at full price. Clearly they have cheated the occupant out of the standard amount of room allotted every other row on this plane. The price for space should go both ways.
PHILADELPHIA, PENNSYLVANIA -- This is the first time I have ever posted my opinion about anything on the internet - I am normally very hard to offend, but the experience I just had with US Airways has left me so amazed at their terrible, insulting customer service that I am going remove US Airways as a choice for my employees to use, and write this post to hopefully keep others from flying US Airways and potentially experiencing anything close to what just happened to me.
I fly about once every 3 to 4 months, so not often but not a total rookie either. I flew for the first time to Philly, and for the first time chose US Airways due to their partnership with United, on which I have Premier status (barely). My flight out of Philly to Atlanta was scheduled for 4:30pm Wed. and about 2:15pm I received a cell phone message saying the plane was delayed about 70 minutes. I had just arrived at the airport, so went to a restaurant where I located an outlet for my laptop close to the airline info screens, and started working while I waited.
The flight screen continued to update with increasing delays - now up to 2 hours, so I ordered a margarita and continued to work, resigned to a long stay in this airport before my business trip leg continued to Atlanta. 30 min later the flight updated on the board to cancelled. I was not near the actual gate yet, so I called US Airways from my cell while I continued to work, and was told we have been moved to a 9:00pm flight. Sigh.
I decided to head over to Delta and check out their 5:55pm departing flight to Atlanta - figured if it was under $250 I would just pay and go. Got to the gate and found out that most of the passengers from the 4:30pm US Airways flight had been moved onto this Delta flight - cool! However, because I had not gone and sat at the gate, I was not tagged to move to this flight. The nice Delta representative told me to head over to the US Air service desk & have them put me on the 7:20pm flight heading to Atlanta. Cool.
Off I head again (and anyone who knows this airport knows I was doing a lot of walking with luggage by this point). Get to the US Air service desk and wait in a substantial line, watching in increasing concern as the service representative and her manager systematically belittle, deny and in one case seem almost gleeful in their refusal to help various folks in front of me...I assumed I was not hearing both sides of the conversations taking place ahead in line & actually smiled at the seeming straightforward nature of my request. Ha!
My turn came, and I walked up, then told the story and asked cheerfully if I could be moved to the 7:20pm Delta flight with over a dozen open seats. The US Airways representative told me no luck, I would have to take the 9:00pm flight. I asked why everyone else had been nicely moved to a Delta flight while I - with the same dilemma & transferring United status, had to sit and wait. She told me I had not "followed proper procedure" and that "she did not have to put me on any flight since she smelled alcohol on my breath.
She then called over her manager while I noted with increasing dismay that I had never had a flight cancelled underneath me & did not realize there was a procedure, nor did the US Airways representative on the phone mention anything. The most amazing thing was how MEAN this lady was - and I realized a moment later I was going to become their next victim.
The manager came over and proceeded to verbally assault me in a manner that in my 38 years of life I had never experienced in a customer facing experience - she made the first representative seem like the good cop! I still can hardly believe what happened. I never got in a word, just listened as she threatened to keep me in the Philly airport overnight due to my "not being at the gate, choice to have a drink (which I would not have done had their flight not been delayed 2 hours at one point), etc. She was beyond anything negative I had ever experienced. I walked away speechless.
2 minutes later I decided to fight back, and walked across the terminal again to the far US Airways service desk on the other end. Upon finally arriving the lone service representative there nicely listened to my brief repeat story / transfer request, then immediately and successfully transferred me to the 7:20pm Delta flight (I made no mention of my experience at the first US Air service desk). She was excellent, and seemed much less interested in tearing passengers apart and more interested in really listening and helping.
I am a Director for multiple global software support teams, and have to say that I would not blame anyone for having a bad day, but what ** did transcended anything resembling a bad day, and ensured that I will never fly US Airways again nor allow any employee in my company or business units to have a trip approved on this airline for fear of them experiencing anything remotely as negative as what I experienced.
I will NEVER ever EVER fly US AIRWAYS again!!! It's the worst airline service I have ever experienced in all my years of travel. They acquired America West Airlines which was the airline I always used to fly to Fresno. Let start from the beginning:
For my departure Sunday morning I arrived at BWI 1 ½ - 2 hours before my flight, the line was three to four rows of a couple hundred people and only (4) kiosk machines were working out of 10-12 kiosk machines. People were being pulled out of the line for the very next flight. At this point I was wondering if I was going to make my flight and still had to go through security with only 25 min 'til flight time. Luckily I made did my fight with a few minutes to spare.
When I arrived at Fresno, CA my luggage with all my clothes was missing. I was one of many standing in line with lost luggage. I filled out a claim number with my cell number and was told to call this number later in the day. I called several times that afternoon and received a standard answering machine message like a home answering machine: “Please leave a message.” I left several messages and finally decided to go to the airport at 11:30 pm that night to check on my luggage. My luggage was there at the airport and nobody ever called to say it have arrived.
When I was out in Fresno I purchased a new pair of Sony Studio Monitor headphones ($100.00) from the Guitar Center. I did not have enough room in my carry-on baggage so I packed it in my checked baggage for my return flight home.
My flight home was a red-eye fight (my choice). When I got home at 9:00 am I went to sleep and later that afternoon I woke up and started unpacking. Guess what my new ($100.00) headphones were missing out of my checked luggage. I called the airline and was told I have to return to the airport within 24 hours with the checked bag with the missing item. I went to the airport Saturday night and filled a claim and given a printout with a claim number and told to call Monday morning for instructions on how to proceed with my claim.
I called this morning and they have no record of that claim number. They then gave me a new claim number. They said to check back later and they will see if my item has turned up. I asked "you do not even know what's missing? How often should I call back?" "Well just call back in a week." "Is there a time limit when you will issue a check?" "No, just call back every couple weeks."
What a JOKE!!! Item will not be replaced because of the policy below regarding what they will replace. Why don't you just say we do not cover anything missing from your baggage!!! I checked with other airlines I travel with ad, the list is not as near long as this one.