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.
LOS ANGELES, CALIFORNIA -- My note to US Airways while sitting stranded in Phoenix. You cancelled the flight I was to be on after I arrived at the connecting city of Phoenix. You can't put me on another flight and get me to my business meeting. Your staff provides no information and offers no explanation whatsoever. I'm now stuck in your terminal for 6 hours waiting to board a plane that may or may not fly to Washington DC. Upon calling your customer service phone number I get a message telling me that there are no agents available to talk to. Your counter people on the ground will not allow me access to your "exclusive" sky club for the day while I wait 6 hours.
You have the nerve to try to sell me a day membership for $75 after I already paid over $600 to miss my scheduled meeting. No offer to compensate your customers, no ability to assist, no food vouchers and you won't allow access to your sky club. One can only hope that your pilots are better at their jobs than your sales, marketing and customer service people are at theirs. I realize that situations occur that cause unforeseen circumstances but the way you choose to handle those circumstances is what makes the difference. You failed.
CHARLOTTE, NORTH CAROLINA -- Flight from Knoxville to Charlotte was running one hour behind schedule, informed by US air that I would have to take a detour to Philly and then to White Plains, NY because I would miss my connection in Charlotte. During my wait at the airport in Knoxville, US AIR announced that the flight to Charlotte was back on time and I would make my connection.
I flew to Charlotte and then sat in the terminal for 8 hours waiting on a flight to White Plains, NY. At 9:15 the flight was canceled and we were told to re-book with the agent for US Air. I went there and was told they could not get me to White Plains today, but would get me to LaGuardia and then I could get a rental car and drive to Danbury, CT where I was going for business.
When I got to LaGuardia I was informed that my checked bag was in White Plains, NY. It had my medicine/and clothes in it and I had to have it. By the time I drove to White Plains, the Airport was closed. So I went to the hotel in DANBURY, CT and waited until 05:00 the next morning and drove back to the airport in White Plains to get my Bag. This was one of the worst flights I have ever been on, AND WILL TRY MY BEST NOT TO FLY US AIR AGAIN.
PHOENIX, ARIZONA -- I am devastated financially and emotionally by my treatment by US Airlines. After months of planning, I booked a trip to AZ from JFK with my 2 sons. I specifically requested the bulkhead so that my sons would have room with their car seats.
Long story short, after pre-boarding and getting the kids settled for 30 minutes we were told we had to move. Flight attendants grabbed my son and his things which led to a tantrum and we got kicked off the flight!! A tantrum caused by their disorganization. My son stopped crying when we were told we would have to get off the plane, but we were told it was "too late." I given my money back for the used tickets, but to rebook the next day was twice as expensive per ticket!! Our vacation was ruined and US Airways customer relations refuses to do anything beyond a "sorry" email. I would encourage all mothers to choose a different airline if at all possible!
BOSTON, MASSACHUSETTS -- I made the biggest mistake booking a flight with US Airways! Never again… I do take responsibility booking a direct flight instead of a non-stop flight, that won't ever happen again. However, the flight was delayed over an hour in Philadelphia. I sat on the plane for an hour, not able to leave the plane to get some food due to the transporter had already left? I was supposed to be the last one off the plane I thought.
The flight attendant did offer me some water, apple juice, chips & salsa free of charge – I was still hungry. My flight left Boston at 11:30 and did not leave Philadelphia until 3 or later. When we finally arrived in Atlanta after 5, while waiting for the wheelchair service another woman was waiting with me. She stated her daughter was angry the flight was delayed and the flight attendant said in a snide tone, “She'll get over it, you made it here.” Unfortunately, the wheelchair service was terrible – I waited for service throughout the entire ordeal & inexperienced transporters not trained in pushing wheelchairs made it even worse! I was hungry and very disappointed!
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.
PHOENIX, ARIZONA -- On May 1, 2011, my significant other and I had a scheduled flight, US Airways flight #3429, from Washington Ronald Reagan National Airport (DCA) to Dallas/Fort Worth (DFW) departing at 7:45 PM EDT, which we missed due to unforeseen traffic delays. I called and was told there were no other non-stop flights out May 1st. That evening I called US Airways to see if we could be rescheduled for another flight the following day.
I was told by the US Airways representative, that we could switch to the next non-stop flight available the following afternoon for a charge of approximately $15.00 per ticket. I agreed to the charge thinking it was a very reasonable fee for the flight change. I was never told that this was an upgrade to first-class tickets, nor did I request or agree to an upgrade. I specifically noted that we were only interested in fares comparable to our original ones.
We originally booked our flights through CheapTickets.com, and were flexible in the times of the flight to ensure a reasonable price for the tickets. There were other return options available at the time for around $400 per person. We went with US Airways because we thought this would be the most economical choice. The next day we departed from DCA to DFW at 1:20 PM EDT via US Airways flight #3379. Our seats were 1A and 1C on board of an Embraer ERJ-170 jet operated by US Airways.
According to the seat plan of this jet, all seats on board this aircraft are coach seats. There was no difference between any of the seats on the entire aircraft, nor were there any of the typical first class amenities provided to anyone on board. To top it off, the stewardess was very rude, and our row was served drinks last, after everyone else on the plane was served. We believe that these are all obvious indicators that this was an all coach flight and not first-class.
Further, even when we were boarding, at no time did they call for first-class passengers to be seated first. There was nothing to indicate that this was a first-class ticket. After returning to DFW, I received my credit card statement and found that I had been charged $1,349.00 per ticket, a total of $2,698.00. I immediately contacted US Airways and was told that the $1,349 was the difference in fare. The representative also mentioned that there was an error in the transaction, because the normal $150.00 change of ticket fee was not included in the charge. Obviously there are discrepancies in the original transaction.
I filed a complaint online with the complaint department only to be quickly dismissed and told that I had purchased first-class tickets, with valid and non-refundable charges. This is contrary to what I was told over the phone by the US Airways representative. I would not have agreed to such an outrageous price considering our flexibility in our choices to maintain a rate comparable to our original one. At no time was this made clear that this was going to be an upgrade to a first-class ticket.
It was mentioned during the original call that the call would be recorded, so if someone from US Airways could review the recording of the phone recording of the ticket purchase, they could verify that I am correct in what I was told. I have since contacted US Airways on multiple occasions and have received responses amounting to "the charges were valid". Never was I offered an explanation of my discrepancies with not only the charges rendered, but also the services we never received.
I finally filed a complaint with the Better Business Bureau. The airline responded to my complaint with a slightly more in depth explanation, however it still fell significantly short of addressing my concerns. With their response, BBB has now closed my complaint although no resolution was found. This experience has left me with a first-hand account of how big business does truly not care about the everyday working individual. I feel taken advantage of and essentially feel like I have been robbed. I am trying to get my story out there so this doesn't happen to more people.
I feel US Airways should be held accountable for their mistake and that people should be aware of what type of company they are dealing with.
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 **, 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.
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 reasonable 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 pneumonia. 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 aisle 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 belligerent 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 problem. ** 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 ** 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 lavatories because 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.