On January 7, 2010 I decided to take a last minute trip to fort lauderdale, fl. Usually I would make the hour and a half drive to the Philly airport from bethlehem pa and use southwest airline. So since this was a last minute trip I decided to leave from the abe which is located in allentown the last flight that I could find to get to fort lauderdale that night. This flight I had booked at around 3:15 that afternoon to leave from abe around 5-5:30pm on this particular day...
What I didn't know that the planes that US Airways uses out of the lehigh valley airport are called express because this is a small airport and these overhead bins cannot accommodate carry-on luggage unless you decide to carry a purse or plastic bag to put in these bins. I had a small carry-on suitcase in which I had my laptop in. My laptop size is btw 17-19 inches so it's not your tiny 10inch notebook. While boarding with my carry-on luggage I was told that my luggage needed to be put under the plane and I will get it back plane side when I get off at clt to continue on my trip to fort lauderdale.
Yes I know you guys are saying "Well why did you not pull your laptop out..." Remember the size. I just told you it could not have fit in the overhead bin. So anyway I had no worries because I'm assuming that been that this is an actual carry-on luggage they give you a yellow ticket which only ask you to put in your name and the destination of where the airline is going. And I figure that they would handle these bags at least with care. Anyway I made it to clt no worries. Didn't even think that there would be any problem at all. Went on my merry way to get on my connecting flight to go to ft lauderdale...
I made it to fort lauderdale at around 10:30pm that night. Made it to my destination around 11:30 that night. Now somewhere between 12:30am and 1:30am I decided I wanted to go online and check my emails. Powered my laptop on heard it loaded heard it connected to the internet. I got signed out of my instant messengers on my phone. Look at the laptop no picture. Upon inspecting my laptop I realize something didn't look right. So I sent an emergency text message to a friend of mine who owns a computer repair shop stating laptop emergency.
Later that morning around 9am I dropped off the laptop to find out what the problem was via text message around 1:45pm what the problem was indeed my screen. So what it seems is that when they put my bag in the undercarriage either they threw it in or they threw another bang on top of mine which caused the separation. Of what seemed is the hinges so which means the entire screen needs to be replaced. On my yellow ticket it has no phone numbers or anything in fine print stating what should you do if there was a problem. So then I asked to have an estimate emailed to me so I can contact US Airways.
When I arrived back home on January 11 I called US Airways customer service and I was told that there is no one I could speak to you in regards to my claim. I can only send out an email and wait to be contacted. I was told to email email@example.com. I got a computer generated email said I should expect a response within 7 business days so I could understand that I decided to be very patient and wait the 6-7 business days to be contacted back via phone call or email. So 15 days later no response so I decided to email them again once more on January 26. Here is a copy of my email:
"I would like to know how long is it that I am supposed to wait for someone to contact me about my property that was damaged due to the lack of care of your baggage handlers. I first sent this email to you on January 11, 2010 and now it is January 26 15 days later and I still haven't heard anything from anyone. My phone number is ** and my name is **. So I got another computer generated email saying wait 6-7 business day."
Here is the response I received on January 29 from US Airways: "** and **, This acknowledges our recent email sent to Customer Relations. It was forwarded to our office by Customer Relations for our response to your baggage claim status inquiry. Our records indicate the following email reply was sent on January 21st. Quote:
Ref: ** Dear Mr. **, Thank you for contacting the Central Baggage Resolution Office at US Airways. Your email was forwarded by Customer Relations for our review and response to the baggage related concerns you've described. I apologize for the length of time it has taken us to address your email. I regret we are unable to open email attachments due to our Internet security settings. Also, I was unable to locate an active Property Irregularity Report for this incident.
Mr. **, unfortunately, all damage must be reported in person within four hours of arrival, thus allowing for a physical evaluation to be completed prior to any assumption of liability. When a customer arrives at his/her destination and does not immediately report damaged property, we cannot honor any subsequent claim. In addition, per the Published Airline Tariffs we are unable to compensate for computer equipment, as it is among those items excluded from coverage when transported in checked baggage.
If you have not already done so, you may wish to contact your personal property or travel insurer to see if you have coverage for an incident such as this. Thank you for allowing me this opportunity to clarify our position. I sincerely hope we have an opportunity to restore your confidence in our service. Respectfully, ** Central Baggage Resolution Office US Airways Unquote. I appreciate this opportunity to be of further assistance. Respectfully, ** Central Baggage Resolution Office US Airways."
Here is a copy of my response this email: "I'm sorry this was not a bag that was checked in as a carryon bag... I was told that the plane that we took which was the express is the overhead bins are too small to put our carry-on luggage in so we had to get a yellow ticket to put on our bags where we will receive the bag back once we get off the plane... and getting in contact after 4 hours after the arrival of that flight would have been impossible since I had a connecting flight to fort lauderdale and I did not find out the problem until the next morning after I turned my laptop on...
I need to speak to someone in person. This email communication is not working.... and if I need to fax over a copy of what information that was given to me by the computer repair which is the diagnosis and quote I will... and if I knew I would not have been able to carry my carry-on on this trip as a carry-on I would never used your company...
I've never had a problem with any other airlines with my carry-on luggage...what's the point of having a carry-on when you can't actually carry it on... So I would appreciate it if I get a phone number or have someone call me. I would like to speak to a live person not typing via email because I need to this resolve.... and my name is Ms ** not Mr **."
Still no response so now I sent another email on February 6 here is my email: "I'm still waiting for someone to contact me about my problem... so I can explain to the person about my problem... because on the yellow tag that I was given to put on my carry-on bag it states nowhere on there about contacting anyone if there is a problem with my luggage. Only thing it ask for is the flight number and destination of departure and arrival and no phone numbers... So can someone please contact me via telephone or do I need to go to the airport...to speak to a live person? my name once again is ** and my phone number is."
Finally on February 8 almost one month after my first contact with them about my issues here is that email. I have contacted the computer repair shop to send fax them over the estimate. Hopefully this will resolve the issue and no I still have yet to speak to anyone in person from the baggage resolution department. I'm so tired of dealing with these email communications. Here is the February 8th communication. Looks like it will be getting somewhere:
"**, This will acknowledge your recent email. I apologize for the length of time it has taken us to reply. To review this matter further, you may provide an invoice indicating the necessary cost of repair. If your property cannot be repaired, you may provide the repair shop's documentation along with the date of purchase and original cost. You may wish to send this information via certified or registered mail to the address below. If the item has a singular cost over $100, we ask that substantiation of the original purchase price be provided.
US Airways Attn: Central Baggage Resolution Office 4000 E. Sky Harbor Blvd. Phoenix, AZ 85034 Fax 480-693-2305 You may reply or reach our office at 866-874-3931, option 3, and leave a message at anytime if you have further questions at this time. Your information will be reviewed and a Baggage Specialist will return your call within 24 hours, between the hours of 8 am to 8 pm local time. Your cooperation is appreciated, we await your reply. Respectfully, ** Central Baggage Resolution Office US Airways." Sorry for such a long blog but I had to put my 3cents in lol...
My new husband and I had an absolute nightmare experience dealing with US Airways. We left for Las Vegas for a short wedding weekend and flew out on American with NO problems...they were wonderful. When returning, we unfortunately were flying US Airways. We had no clue how horrible of an experience we would be dealt and the lack of respect or concern on the part of the airline was beyond appalling.
We arrived at the Las Vegas airport 3 hours prior to our flight and were the second and third persons to check in and get to the gate. We were told the flight was overbooked by several people and offered first class seats if we transferred to the later flight, leaving at 7PM. Since the later flight was direct we would have made it home sooner than the one with the layover so we said we would be glad to do that and were told to confirm an hour prior to departure.
When we went to confirm, a VERY rude and snide male with dark, scruffy facial hair (I only give this description b/c I didn't get his name); told us there was no way he would be putting us in first class on any flight and this one was not overbooked. He made it sound as though we had asked for the transfer when in fact they had asked us! Obviously, someone at US Air thought lying and misleading us was okay, and he felt comfortable treating us like second class citizens.
When we finally boarded the plane, we walked to the back and the flight was full. My assigned seat was being occupied by another person who did not budge or blink an eye when I told the flight attendant about the error. The flight attendant had no problem moving me to the last row and seating me next to strangers even though I had a RESERVED seat that was paid for, next to my brand new spouse.
She did not even ask to check the man's ticket who was in my seat and did not give one single thought to honoring what we had PAID for and purchased! Meanwhile the man and his girlfriend made out the entire flight and relished in their new seats next to each other. The unprofessionalism on the part of the airline was over the top.
Now the story gets even better (insert sarcasm). We pulled out onto the runway...(each of us seated apart), when the pilot said "we are number 45 in line to leave". What??? Turns out there was only one lane open for the planes at the airport. The flight itself was horrendous with many passengers certain it was going to crash - an obviously untrained pilot that added physical terror to the emotional battering we were already experiencing.
By the time we landed in Phoenix our connecting flight was in the final stages of the boarding call...on the OTHER side of the airport. Again, the attendants did not even consider rising to the occasion and no priority was given to those on the plane to depart first if they had a connecting flight. They even commented on the overhead that many would be missing their connections. Of course, they did not offer an apology for this.
We ran to the gate and got there just as they were closing the door. We were told we would be separated again and they were going to check our bags and that's just how it was. We said "NO" because everything up to this point was at the fault and in consideration of the airline and its staff. We were certainly not going to give them the opportunity to screw up another matter.
When we walked down the jetway leading to the plane yet another rude staff member promptly told us our luggage had to be checked and began taking my husband's luggage out of his hand. I told her (an African/Jamaican woman with a thick accent) that we were not checking our luggage as it was the airline's fault we were late and mistreated until this point. I got on the plane and was physically shaking with a red face and almost in tears because of the flight attendants we had already encountered. At this point I was offered a glass of water and the first decent gentleman attendant said he would make room for the bags...which he did.
I was back on the jetway waiting with my spouse when the woman took my husband's luggage from his hand, handed it to the man on the ground and said "IT WILL BE CHECKED"!! Right after, the male flight attendant came and asked for our luggage to which we told him she had taken it anyway and had completely disregarded our wishes and his statement that he had made room. She did not care at all and continued giving an ugly look with a sense of satisfaction that her mission had been accomplished...and that was the last straw.
When I sat in my AGAIN newly appointed seat on the last row, I was placed next to a gentleman with horrible body odor and a woman who was sick with the flu. The point again is that I was never to be in this seat placement anyway. When we finally arrived in DFW after midnight, my husband's luggage was the last bag off even though it was the last one put under the plane so abruptly.
Not one apology was made during the entire course of our experience with US Airways and not one individual cared that we had been misled, given false information, had our money virtually stolen and our honeymoon trip home absolutely ruined. These are experiences I wish upon no one.
FROM MY NOTE TO US AIRWAYS: I am an avid flyer and have NEVER witnessed anything of this magnitude. While you may think we do not matter and our business is small in comparison to how many customers you have, we will do our part in informing everyone we know not to ever utilize this airline. A response acknowledging the many errors and rude treatment given would be appreciated as well as a refund or something this airline deems appropriate for the situation. The response we receive will be taken into play as far as our next step goes. We will not stop here if nothing is done and the company where we purchased our tickets from will also be notified.
You can contact us at the phone number or the address provided. We hope this matter will be given serious attention. Please note that with the state of our economy the way it is, one would think a company would be concerned with their reputation and ability to maintain customer care and retention. How sad it is that so many businesses operating under a model of integrity are failing while a company with such poor service and rude employees is still surviving. What a terrible shame.
SAN JOSE COSTA RICA -- I am writing this letter in reference to a very serious situation that I recently experienced while traveling on your airlines. During this experience I and my family were made to endure great physical and mental abuse because of the actions of the Captain.
I will attempt to summarize the events as concisely as possible with this letter. I would be able to expand on the events if you need any additional information please contact me. I also encourage you to please seek testimony from other passengers on this flight. I also would request that the flight recordings of the Captain's announcements be retained for reference.
The check-in and boarding of the flight proceeded professionally and proficiently as has other flights I have experienced with your company. Upon closing of the doors and preparations for push-off from the gate the pilot informed the passengers that we would be able to fly non-stop from San Jose to Phoenix only if we could take off from runway 07 because the plane was overweight. If we had to take off on runway 25 we would be required to stop in Mexico to refuel. Unfortunately this was a downwind takeoff and against the flow of traffic so it would be a slight delay to wait for the break in traffic. Most likely no- longer than 20 minutes.
I thought this was curious because the flight was not full and the recent change from two 70lb bags to one 50lb bag per passenger should save some 11,000lbs of weight. This and the fact that the tickets did not include a stop in Mexico. I believed that the pilot was obviously trying to save fuel / money by avoiding a stop. I could understand that attempt, as I realize an air stop for fuel can be very costly. I reassured my wife and children that we had a lengthy layover in Phoenix before our next flight so it wouldn't affect our travel.
After some time, I would guess about 45 minutes, the pilot informed passengers that we missed our break in the traffic because we were unable to warm up the engines in time. About 45 minutes later the pilot informed passengers that the winds were now too strong for a downwind takeoff and that we would have to have both a break in traffic and lower winds to safely take off. Sometime later the pilot informed the passengers that we had missed another break in traffic because some passengers weren't trying hard enough to will the wind speed down to a safe level.
The pilot informed the passengers that we were still on standby. During all this time the Flight Attendants were trying to appease the passengers but repeatedly asked if people could conserve water as they would surely run out. I was immediately alarmed at this prospect because due to a medical condition it causes me extreme discomfort to become dehydrated.
At this time, some 2 ½ to three hours into our delay, I began to question the ability of the pilot to make the decision to take off on the other runway and get underway. Passengers were becoming very uncomfortable and children were crying. The pilot proceeded to make several announcements that contradicted previous announcements, and he started blaming the runway, ground crew and overall backwardness of the facilities for the predicament.
The pilot announced that a decision was made to take off on the other runway but we were too heavy for that runway also, and we had to burn off fuel. This decision didn't make any sense but at this point everyone was so relieved that we were doing something passengers felt somewhat appeased. After being moved to a location we could burn fuel it became apparent that we were out of drinking water. Many passengers began to protest and the captain came on and announced that we would return to the gate and get water and food. He was very rude and again blamed the passengers and the Costa Rican facilities for the problems.
When we returned to a position near the gate the passengers were informed that we could takeoff from runway 25 without burning any more fuel as soon as we got water and food. I and many passengers, including my wife were confused and really worried about the events. I heard over and over from other passengers "Something just doesn't seem right with this."
The passengers were getting increasingly upset and someone must have asked if they could get off the flight because the captain informed the passengers that they had no reason to be upset and that no one should be asking about passenger rights and it would only cause further delays. At this point (some 5hrs delay) my wife and I became worried about the decisions being made by the pilot. The inconsistency in direction and the increased tension of the situation seemed to clearly limit his ability to properly consider the health and safety of the passengers.
I don't claim to know all the circumstances of this situation, but I do have a limited knowledge of flight procedures. I have a pilot's license, my father got his pilot's license when he was minimum age, he became an aircraft mechanic and flight instructor and was an airtraffic controller for his career. We owned several aircraft as I grew up. My wife has pursued her pilot's license, and she was an aircraft dispatcher for many years. We both travel yearly for vacations and business.
I have spent many hundreds of hours seated next to commercial pilots for my work and I consider them to be very professional and based with integrity. I began to really get an uneasy feeling about Captain ** and requested his full name and pilots license number. Up to that point he had referred to himself as Captain **. I had to repeatedly ask for this information and was finally refused anything except his name.
Captain ** then announced that anyone wanting to leave the aircraft would cause a minimum takeoff delay of another 2 hours for the rest of the passengers. My wife and I were concerned about our safety and well-being and so we inquired about leaving the airplane. I was told that if I wanted to leave the aircraft that it would be an hour to wait for a bus to come out to the ramp and pick us up, an hour to get our bags off the aircraft, and that no flights out of San Jose were available for 3 days. We were told that no reimbursements for hotel, food, etc. would be paid for during this time.
We were told that we must immediately make this decision. This was a clear cut case of bullying and manipulation by your airline. We had to weigh the potential loss of thousands of dollars and an extended amount of time dealing with customer relations with putting ourselves and children in potential harm. We were assured that we would be taking off within the next 15 minutes and that complimentary food would be provided for the flight.
The fact that we were in a foreign country where we did not speak the language, staying would cost a minimum of $2000 to us, and we were reassured that all missed flights were being taken care of by a special part of the company while we were in route. We unfortunately elected to remain onboard the aircraft. We burned off more fuel and departed 1 hour later.
We were again told to use water sparingly and were given no food. We landed in Mazatlan Mexico for fuel and were told we could not leave the aircraft. We left Mazatlan and upon reaching altitude we were each given the smallest low quality sandwich I have ever eaten. My little girl was unable to eat the food because its taste caused a gagging reaction. No other food was offered. I was told that if I wanted water it would be from the tap because of the scarcity of bottled water.
Upon landing the Captain again blamed just about everything he could on the delay but at no time said he was sorry. His parting comment was: "Everybody needs to get their feet wet sometime; I thought I did as good as **!" I was amazed that someone in such an important position as himself with the well being of so many people in his care would be so lacking in consideration and professionalism. We were told that everyone had been rebooked and to proceed to the desk outside of immigration to get information.
I would like to take the time to say Thank You to Flight Attendant. Forgive me for not being sure of his name if it is incorrect. ** spent the entire 12 hours of our time on the aircraft trying to help passengers. I believe he was as honest and upfront as he could be and genuinely was concerned about the decisions of the Captain.
Upon arriving at the US Airways it became apparent from the upset passengers in front of us that anyone having to stay overnight was not being reimbursed for any expenses. When I reached the counter we had not been given enough food and water to maintain healthy blood sugar. My daughter was shaking and my son, wife and I were extremely hungry and thirsty. We had been on your aircraft for 12 hrs.
We were told that our continuing flight was the next day at 7pm. I said no problem but I would need food reimbursed and a hotel paid for. I was told very rudely by your manager that it was a weather delay and that no expenses would be paid for by the company. The weather delay is a ridiculous false statement. The weather was clear, 73° and 14 knots wind. We saw many aircraft taxiing by our aircraft and taking off.
The delay was clearly pilot error. I politely told your manager that I would require some food for my family or I would not leave the counter. She again very rudely said to write customer service with complaints. I became upset and told her I wasn't leaving without food money or by security. She immediately called security and refused any further conversation with me.
A gentleman behind us tried to record some of our interactions and was instructed to turn off his recording device as it was a security violation. While we waited for security, I talked with another employee behind the counter. She obviously realized your airline was making a big mistake and provided us with some food vouchers for some airport food. She also got us an earlier departure for the next morning. Your manager continued to be very rude to myself, family and other people.
When security arrived to escort myself, my wife, our 11 year old son, and our 8 year old daughter out of the area another passenger had to be escorted away from my family by the officers because of his protests about the way we were being treated. I don't know this gentleman, but he told us he was an attorney and that he was going to press charges against US Airways.
We were escorted by two officers a very long distance from the counter to another floor of the airport. During this time my children were very upset and unsure about the whole situation. I talked with one of the officers escorting us and he apologized for what he was doing and said he had to because of the way things were set up at the airport. He conveyed to us that he was on our side of the issue and again apologized.
I believe that the whole situation was handled very poorly and that US Airways should take a serious look at the competency level of the Captain on this flight.
I am sure that if anyone of power in your company experienced this flight that Captain ** would not be employed by US Airways at this time. I also believe that you owe me, family and many other passengers an apology on behalf of your employee's actions. The whole incident was a terrible way to end an experience of a lifetime. We saved for years to take our children to Costa Rica and now one of our overpowering feelings is the memory of this flight and of shame by being semi-arrested by police at the airport.
I cannot convey the desire that I have that your company. Please follow up on this complaint and do a thorough job researching the events. I would hate to think that someone would be hurt because of the future actions of your company. If you have any questions, please contact me. Thank you.
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.
PHOENIX, ARIZONA -- I purchased two tickets using my Dividend Miles and 200 dollars. I gave the date of birth for my son and I for the tickets to the service representative to fly from Arizona to New Orleans for cruise. We were emailed one plane ticket. When I called back after having spent $200 to buy the additional points needed for these tickets I was told there was only one plane ticket purchased.
I explain "No there were two" and I gave the dates of birth again. She replied that only one was able to be purchased with my Dividend Miles and they didn't record the phone call so I was out of luck. That meant my son, the 15-year-old, wasn't going to be able to fly to the cruise with me. So he had to fly on a separate flight since they had routed me all the way from Phoenix Arizona to North Carolina down to New Orleans.
Now, that there's a storm in North Carolina and I'm not able to take my flight going to the cruise they are telling me that therefore my flight home is voided and I'm out of luck on both counts so I've spent the money for the extra points for no reason and I now have to buy another plane ticket home. I will never use US Airways again and I hope everyone knows how horrible their services are.
I've had to take a day off from work to try to reach them because they put you on hold for 2 & 3 hours at a time and then they either hang up on you or they tell you to email them and the email tells you to call them. It's a racket and they should be closed down. Nobody cares. I've left my phone number my address. I've written letters not one person has responded. They don't have a customer service department for complaints. However if you do respond to the one for compliments they post that right away on the website.
I manage a call center and every time I get good customer service I make it a point to call the manager or the owner of a company and let them know. You can't even reach a manager or an owner at US Airways to let them know about the type of service you receive. Nobody wants to admit to being somebody of importance at that company. US Airways if you ever care to contact me my number is **. You have ruined my son's and I one vacation of a lifetime and cost me a thousand dollars. Extra thanks for the lack of consideration...
DO NOT FLY WITH US AIRWAYS! US Airways Flight 4427. Philadelphia to Baltimore. August 8th, 2013. Flight Cancelled. I was not late to my flight, I did not miss the date, I did everything correct. It was -your- airline that created the entire problem by overbooking all flights that came after our cancelled flight that day. The only resolution offered to us that would fly us directly to Baltimore would have been to take a flight leaving -11 HOURS- (9pm) after our originally scheduled flight (11am). That is not acceptable.
This was the answer I received from US Airways customer service employee **: “When a customer accepts accommodations to an alternate airport, the customer assumes responsibility for the additional expenses.” To note here, we did not “assume” the extra expenses. We were given no other choice if we wanted to reach Baltimore in time. We accepted a flight to DC because it was our only alternative that would get us close enough to take public transportation to Baltimore, and to meet our deadline.
I did ask if we could be provided a rental car so we could drive ourselves from Philadelphia, and that request was immediately denied. As it was, we had to spend our own money for all public transportation from DC to Baltimore so we could meet our group waiting for us in time. This is also not acceptable. It took us FOUR trains to get from DC to Baltimore in unfamiliar territory. Why should this cost be on us?
This was a second answer I received from US Airways customer service employee **: “There are no federal aviation regulations concerning what an airline must do to compensate passengers when the carrier delays or cancels a flight. This is true regardless of the reason for the delay/cancellation (e.g., weather, mechanical, crew availability, etc.).”
So basically because it is not ILLEGAL, they are not required to help their customers in any way. Beware if you are flying US Airways in the future, I would consider otherwise. I have flown on other airlines and I have always either been provided a hotel, food, direct compensation for a future flight or alternate transportation to my exact destination at no cost to myself. Keeping the money we paid for services you did not deliver upon is considered theft. Your airline is a poor excuse for a business, and we will never fly with you again.
HEADQTRS, PHOENIX AZ, ARIZONA -- First of all, after flying and being a Gold Preferred Member with this airlines for the past 20 years, I never thought I would be in such an insulting situation as I now am after almost a week of negotiations over a 12 hour grace period on a set of $2200.00 tickets reissuing process. Beware everyone, if you cancel a flight, you not only have to reissue your tickets within a year, you must complete all travel within that year as well. Which, I never had to worry about until this week. Had to cancel a trip for my daughter and me from PHL to SFO because our kids and grandkids got sick, tickets were first class and bought outright with no miles upgrades - paid entire fare.
When I went to reissue this week for us I was told that my travel had to be issued and completed within the week. You could have knocked me over with a feather. Now, only possibility was the wedding we are attending in Providence RI this weekend, June 29th 2013. So, wedding is at 5:00 pm and they are telling me that we can fly out on June 28th but have to be back on a flight to Philadelphia by midnight on June 29th.
I asked for a 12 hour grace period to get on noon flight on June 30th. NO WAY they said. Can't do it - breaking the rules. Now I ask you all, what kind of reward is this for all these years of flying business and pleasure with US Airways? By the way, you can only communicate via email and FAX. Customer Relations speaks to no one.
Are they just busting my chops or what? What is the big deal about 12 hours. We have a company outside of Philadelphia PA with 100 employees. They fly US Airways, and of course, we pay for our employees. We spent 100K, let me repeat, $100,000 with these clowns last year. What absolute idiots. Needless to say, they are not getting any more of our business. If my husband and I operated our business the way these numbskulls have operated in the past week, we would be out of business. Isn't amazing how comfortable they are with stealing our money?
COLUMBUS, OHIO -- We arrived in Charlotte, NC (3-24-2012) and found our flight delayed due to weather. The signage over the boarding area changed twice reflecting the delays with the last departure showing 8:17 pm to Columbus, OH. We waited at a nearby restaurant (only a few yards away) and periodically checked the signage board to see if there were any changes. When we arrived to board at 7:40 pm an employee stated “didn't you know the flight was cancelled?” My husband said we checked the sign and another employee stated “never trust the signs.” I received 2 voice mails reflecting the 2 delays but no voicemail stating the cancellation.
I immediately went to the service counter where I waited in line for an hour for a customer representative. One representative tried to get us on a connecting flight and we almost had a connection but due to our delay because of the failure of the signage not reflecting the actual flight status (cancelled) we missed that flight. We then were sent to the manager for “better arrangements”. The manager (after I again waited behind another couple for at least 20 minutes) then supposedly put us on a standby list for two (2) different flights and booked a flight for the following day.
We raced to the first airline where we were supposedly placed on standby to find we were not on the standby list and had to stand again at another service counter to again get on our original standby list. Time delays caused by the improper signage and the failure of the service personnel to put us in the computer for standby gave us no chance to obtain a flight until the next day.
US AIRWAYS refused to pay for overnight accommodations. We were told there is no reimbursement for weather related delays or cancellations. However the weather in this instance was only one factor compounded by US AIRWAYS employee's negligence. Received email from US Airways stating that we were not eligible for reimbursement because of the weather. Our position was the signage was incorrect and their customer service was substandard. Never fly their airlines again.
Another flight with US Airways during spring break also resulted in a negative experience. They overbooked to "insure their seats were at capacity" and I was bumped from a returning flight. Two strikes and you're out in my book.
BALTIMORE, MARYLAND -- Last evening I had the most horrible experience I can remember in recent times with any customer service department. I called about changing one leg of my upcoming round trip from the east coast to the west coast and back. Simply I asked that my return flight be changed from leaving from Ontario to leaving from Sacramento and changing to one day later. Still arriving back in Baltimore. This was apparently more than the customer service representative could do herself, so I asked for a supervisor.
The supervisor really was no better. In the end the supervisor said that my change was made and I hung up the phone (this took more than 1 hour on the phone). When I got the confirmation I saw the changed flight, but there was now no mention of my outbound flight from Baltimore to Ontario. When I called back the Customer service person that answered told me that I did not have an outbound flight. I move to a Supervisor and she told me that on the previous call they canceled my WHOLE Reservation and moved it to a ONE WAY! This was NEVER supposed to be done.
When I asked her to reinstate my outbound her attitude changed and she was very unpleasant. I immediately asked for her supervisor. When speaking to third person (**) I explained the situation and my complete displeasure with the now 2 + hours I have spent working on making a small change. She told me that my displeasure needed to be expressed on the website (usair.com in the contact us section) which I found absolutely upsetting.
Customer Service People are in sales, they are to sell the company and the company's product / services. I do not feel that the 5 people I spoke to did ether. By the end of the call I was told I would need to pay an additional $183 if I wanted to get my Outbound, which should never have been canceled in the first place, back.
The bottom line is that I spent well over 2 hours working on something that should have been 15 min. I spent 2 hours dealing with people that did not seem caring or interested in helping me with my issues even though I am the one spending my money to use their service. I have been a loyal customer of US AIRWAYS for years and I have walked away last night feeling that my loyalty is not desired, respected, or deserved.
PHILADELPHIA, PENNSYLVANIA -- Original return trip from St. Maarten on 7/26/08 to DFW through Philadelphia. Departing at 2:50 PM arriving at DFW at 11:46 pm. US Airways flight # 1036, T.O. Saint Maarten 2:50 pm, arrive Philadelphia 7:19 pm. We arrive at Airport at 12:00 pm as instructed by US Airways for International flight. At approximately 1:50- 2:00 pm started boarding flight- about 30 min early? At about 2:15 & everyone was boarded we were told that we were waiting on a few passengers who had left the gate area probably because boarding time was 2:20. 2:45 still waiting on these missing passengers?
3:00 still waiting, captain over loudspeaker explained that they must have gone online & US Air showed our flight as 2 hours late because original incoming aircraft from Philadelphia had mechanical problems, returned to gate and was switched out. He said there was a Charlotte flight departing about 2:45 and those people were bumped & we were given their plane.??? The other plane would not be arriving until approximately 5:00 pm.
Problem now is the missing passengers have already checked in and have luggage on board and being an International flight we can't leave without them unless we remove their luggage. As far as I know no luggage was ever removed and no one else boarded the plane. Approximately 3:45 we took off. Captain then explained that we were going to Philadelphia after a stop over in Charlotte to change crews and refuel. What the heck is going on!!!
This is a 3 ½ to 4 hour flight and we were told that on returning flights there are no snack boxes, sandwiches etc. They did have 3-5 boxes left over from arriving flight which were given to first class passengers. We would not be allowed off the plane in Charlotte because we needed to clear customs.
You would think competent people might arrange to have the pantry restocked while they are refueling and changing crews. Flight crew updated connecting flights and for the most part assured us we would all be on our way home maybe on a different flight that evening. Other than that the crew seemed most interested in selling your duty free stuff which were well stocked even on returning flights and getting people to sign up for US Air Credit cards. We were not able to enjoy the movie "21" due to repeated interruptions by the male flight attendant hawking these items over the P.A.
About 7:15 landed in Charlotte and sat on the ground about 1 hour, took off for Philadelphia about 8:15 pm. The new crew was very short with passengers and just overall not friendly or helpful. They explained since plane had not been restocked they would not be running the beverage cart, but, and I quote "If anyone absolutely has to have something to drink press your call light and we will see what we can do."
The flight attendant nearest us sat in his jump seat most of the flight. Near the end of this flight after no information or updates on connecting flights had been given we asked and were told first by the flight attendant and then by the captain that we would have to find out at the gate after clearing customs.
Landed little after 9:00 pm, picked up our luggage and discovered one of our large suitcases had been ruined. it appeared to have been crushed ruining the frame and now the wheels point different directions and the built in metal support across the back is hanging off. It now has to be carried as it no longer will roll. Thank God for the 50 lb. rule.
After clearing customs we were met at the ticket area by US Airways reps who were very nice and gave us our new boarding passes for a 7:30 flight the next morning. It is now around 9:45 PM. She handed me several slips stapled together and thumbed through them confirming there were 4 boarding passes, food vouchers and hotel voucher. We were then instructed to meet the Sheraton shuttle and to hurry as their restaurant would close by 10:00. We rushed quite aways (dragging the broken suitcase) ground transportation and just missed the shuttle. We had already been told it would come back every 20 minutes or so.
While we waited I looked through the vouchers and discovered there were only 3 instead of 4. I rushed all the way back, had to go through long explanation with a security agent & his supervisor to regain access to the international area. I was told by the US Airways rep I would have to get my boarding pass at the gate the next morning. I requested they look through their stack one more time and sure enough there was the missing boarding pass and vouchers.
I rushed all the way back to ground transportation and we had missed the next couple shuttles but the driver assured my wife he would return for us which he did & all seemed to be looking up. It is now about 10:30 but the hotel is only a few minutes away.
We arrived in the hotel lobby at about 10:40 pm with our luggage in tow (no bellhops to assist) and were told restaurant closed at 11:00. My wife hurried off with our 4 vouchers to order us a sandwich while I got in line at check in desk. When I finally got to the clerk I was told the driver had dropped us at the wrong Sheraton. I was told we would have to take all of our luggage and walk across a parking lot to another Sheraton.
The shuttle driver walked in about now and I told him he had taken us to the wrong hotel, he debated with the clerk back and forth blaming each other and he left. (he was off duty now). The clerk explained to me there was nothing she could do as they had no rooms and as far as getting the luggage to the other hotel she didn't know what to tell me. I pulled the luggage cart into the restaurant and parked it next to our table. Even though the restaurant is now closed we have ordered and our sandwiches were being prepared.
Because of the constant mistakes of the day my wife decided to walk to the other Sheraton and at least get us checked in while we waited on our food. About the time our food arrived she returned and informed me that they originally said they also had no rooms either and only after arguing with them were they able to come up with 1 room with 2 double beds. We were traveling with our 2 nearly grown sons (19 & 15) and had two room vouchers. Both boys and myself are over 6 foot and over 225 lbs. One of hotel vouchers was not honored.
We finished eating about 11:30 and the bill for 4 sandwiches, chips and soft drinks (no alcohol) was 77.04 and with 20% tip came to 93.04. Our 4 meal vouchers from US Air = 40.00. We now left and walked across the parking lot in a strange town at almost midnight carrying and dragging suitcases etc. from a weeklong trip for four adults and went to bed. One son had to sleep on the floor. We were in bed by 12:30 am exhausted and we had to be up at 4:30 am to catch the 5:40 am shuttle to catch the 7:30 am flight.
At the airport and checked in by 6:30 am all looking good. Spent another 40-50 on breakfast at the airport. No vouchers. At 7:05 boarding time gate agent explained we would board in just a moment that they were missing one flight attendant. This message was repeated a few times over next 30 minutes. At 7:35 departure time agent said attendant was checked in at the airport and on her way to the gate. This was repeated a couple more times for next 20-30 minutes.
At around 8 said they had located attendant and she was not at the airport but about 45 minutes away??? We were finally boarded by attendants not assigned to our flight waiting on this one to arrive around 9:00. When the attendant did arrive she said it was her day off and US Airways had asked her to come in for this awol attendant. We finally took off I believe around 9:30. Also during the entire trip we had to keep rearranging our scheduled transportation back home. We finally arrived at DFW right at 24 hours after we arrived at the airport for 2 flights with a combined flight time of about 6-7 hours.
Tuesday morning 7-29 at 11:15 I called the customer service # (1-800-428-4322) listed on our confirmation. I first spoke to ** who said the only way to file a complaint is to go online to your website. I asked what would I do if I did not have access to the internet? ** repeated the previous statement.
Until now I have kept my temper and have been polite to every person I have dealt with but I am now out of patience with US Airways. I then explained to her that I did not wish to go online that I called the # US Airways provided me for customer service and now that they were on the line I wished to speak with a human. I asked that she transfer me to a supervisor rather than arguing with her. Before she could transfer me she needed our confirmation info which she confirmed a few times and then asked the nature of my complaint. Finally she transferred me to Supervisor **.
I started explaining why I was unhappy and ** stopped me about half way through and said he couldn't help me and again said I had to go online to file a complaint. I told him I did not wish to go online and what would I do if internet service was not available? He then offered me a phone # to another US Airways customer service. 866-523-5333. I now asked him why it took 20 minutes for anyone to offer that #. ** should have done that in the first minute of the call when she was telling me my only option was to go online.
I called this # and it went to an automated message saying "Due to high call volume US Airways will not be able to take my call and please visit our website and fill out a form." Now I know why they didn't give me the #, because no one answers it.
So here I am online where I did not wish to be and I am completely put out with US Airways and it's policies. Your company is nowhere near as good as it used to be. And I still would like to talk to a human. This was submitted and confirmed electronically 7/29/08. 8/15/08 11:00 am resubmitted. Have never heard from US Airways. Tried calling again and was told the only people I can talk to at US Airways are the reservation clerks and the lost baggage people. Neither of these could help me.