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 Aircraft outdated.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 -- I will never fly this airline again. The front desk employees' customer service is atrocious at the Philadelphia International Airport. I waited twenty minutes in a very short line to be given a boarding pass, and to check my bag. For twenty minutes, the African American employees were catering to an entourage of African American customers. An African American employee let the other African Americans cut all of the other people in line. They were very polite to these customers even though they had stated themselves that they are NOT allowed to be doing this.
Meanwhile, there was a Caucasian woman frantically asking for help because she had lost her dog. NOBODY even lifted a finger to help her or to show sympathy. When I got to the counter they were extremely rude to me and three of them took turns accosting me over a pet carrier (that was to the airline's specifications). It took a second supervisor who was educated in customer service, to resolve the issue in the matter of seconds. I was almost late for my flight because of this atrocity.
US Airways employees from the Philadelphia International Airport are racist, uneducated, and have no tact. US Airways employees are also cruel to animals. This whole event left my dog petrified the whole entire day and is now starting to recover. They also did not care about that poor lost dog in a giant terminal.
PHOENIX, ARIZONA -- I've flown US Airways many, many times and I've always have had good experiences until now. I was verbally abused and mistreated by Theresa of flight 470 because she felt the need to berate me because I had not "powered my phone off" quick enough after she rudely commanded me to turn it off. After this she continued to berate me and forcefully sent me to another seat which was not on the exit row.
Because I have issues with my knee, I specifically always fly in the exit seats so I can stretch my knee out because of my injury. Theresa of flight 470, made my trip a nightmare because of her condescending and scornful attitude, and because I had to suffer in my seat while my knee constantly locked up. I will never fly US Airlines again.