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Customer Service Lacking!
Posted by on
Rating: 1/51
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 (Alita) 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 ( 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.
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Anonymous on 02/22/2012:
When you change one leg of your trip, it cancels the rest of the reservation. Did you mention that you wanted to keep your outbound flight the same?
dan gordon on 02/22/2012:
when you change a flight you pay a change fee plus the difference in the fare. That's why you were charged.
Karen W. on 02/22/2012:
littleshorty: when you change one leg it does not automatically cancel the whole reservation. They can change one leg and keep the balance of the reservation active. I fly more than 250,000 miles per year and I need to do things like this often, so I am very familiar with the process. The customer service people just don't know how to use their own system and they are not caring about the customers feelings.
Karen W. on 02/22/2012:
dan_gordon: I paid the $150 Change fee on the first call. I know there is a cost to change, please do not patronize me by trying to make "gotcha comments". Everyone knows there is a change fee. The point is that they charged to give me something back that I had never asked them to cancel and I had already paid for.
Anonymous on 02/22/2012:
I used to work for US Airways as a supervisor. When you change a city, it does cancel the other part of the trip. The agent has to basically book a new ticket.
SteveWiginowski on 02/22/2012:
What US Airways should have done is changed this a multi-stop trip going from Sacramento to Baltimore to Ontario instead of a RT from Ontario to Baltimore and back. There would have been only one change fee required.

Since US Airways allows people to book tickets this way, it shouldn't have been an issue. It sounds like there was a miscommunication of some sort, but I agree that US Airways should fix it. The only additional charges should be the change fee and any price difference in old flight to new flight.
Churro on 02/22/2012:
I've changed my return flight with US Airways many times and I never had my entire reservation canceled. That is after the change I still had the same departing flight as before the change. I don't know what goes on behind the scenes in the US airways computer system and quite frankly as a customer I don't give a fiddler's fart. Hey deliver the baby don't whine to me about the delivery pains.

In this case US Airways obviously dropped the ball. It's just that simple.

Good reply SteveWiginowski!
Anonymous on 02/22/2012:
I travel frequently for work and while I don't fly with US Airways, I've had to make changes plenty of times and never once have I had any portion of my flight cancelled.

This sounds like rep error followed by no accountability. Whether or not a new ticket needs to be generated is beside the point, the rep should have clarified that the OP wanted everything else to remain the same.
CowboyFan on 02/23/2012:
The OP was not seeking to buy a round trip ticket at this point. She said she was changing only "one leg" of the ticket. As I read it, she wanted to fly from Baltimore to Sacremental on the way out. She then wanted to fly from Ontario to Baltimore on the way back. This is not a round trip ticket.

If I had a round trip ticket from LA to New York, but then wanted to come back to LA from Miami (instead of New York), I would expect that my reservation would be cancelled and new tickets (perhaps one way) would be issued. (Remember the rule about have to use both parts of round trip tickets, so that people don't scam the airlines by buying cheap roundtrips, instead of one ways.)

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Denied us flight to final destination
Posted by on
DENIED us access to our final destination!!!! The WORST airline ever!!!!! Flew from New orleans to charlotte and was then supposed to continue to cancun. Upon checking into our international flight they were asking for volunteers to give up their seats because they OVER BOOKED the flight. Us having the worst timing ever walked up so they could check our passports at which point US airways employee Debie, told us that one of our passports was in unacceptable condition for travel (bent in the bottom left hand corner, not torn, faded, or suspicious looking) and it was her call whether or not to allow us to board the flight and she "would say no". We've been traveling internationally frequently for the last four years, our last trip was in April 2010, and had never previously had ANY problems. She scanned the passport (which was perfectly legible) and said that because one number was coming up as a "z" instead of a 2, she could not allow us to board our flight.

We were told that we would have to be re routed back to New Orleans and would be issued a full refund (not that our hotel would give us one since we were cancelling with less than 24 notice) and told we would be put on standby. we waited 3 hours for the first flight to n. o. and approached the desk to be told we weren't put on standby... waited another 2 hours for the next flight to find out they split up our names and only one of us could board that flight... waited another 3 hours to finally board. Tim, the international supervisor at charlotte wrote up an absolutely USELESS report for us to give the hotel saying that the passport was in "unacceptable travel condition and would not scan.... WHICH IT WOULD.

The report suggested that the passport was in horrible condition and that we shouldve known better. There is NO ONE to speak with about getting a refund... you have to submit an e-mail and wait for the airway to get back to you at their leisure. They must be the only company in the world that doesn't have a PERSON TO TALK TO in customer relations which might explain why it's such a horrible airline. They didn't offer us any resoultion, not a voucher, not airline miles, couldn't even put us on standby! Spending the day at the airport I heard complaint after complaint to the special services desk where sat a man who could only offer unhappy travelers shoulder shrugs and unsimpathetic apologies.

Over the course of they day I heard four other travelers being denied the flight they purchased tickets for, for one reason or another. I will NEVER fly US airways again and I strongly advise others to avoid their airline at ALL costs.
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trmn8r on 04/02/2011:
I have to believe that the USA rep truly felt that the passport was not acceptable.

I felt that the implication was that USA put you through all this misery simply because they had overbooked the flight. That seems highly unlikely.
Anonymous on 04/03/2011:
It may seem the airline was particularly stringent with the passport check but that is because they are subject to heavy govt. fines (termination to employees) if they allow anyone to fly international without correct documents - a non machine readable passport constitutes that.
momsey on 04/03/2011:
Did the passport scan properly or not? You first said a 2 was coming up as a z, but then said it was scanning properly.

Overbooking is not unusual in either the airline or the hotel world. Usually they get people to allow themselves to be bumped with incentives. I really don't believe an airline would go through so much (fully refunding your tickets?!?) because of overbooking.
Anonymous on 04/03/2011:
That's such a shame that you missed your trip. But I don't think they would do this just to make more room on an overbooked flight. The airlines have to be very careful, and if your passport did not scan correct, this would be the reason why they turned you away.
Ben There on 04/03/2011:
If the passport was indeed messed up, USAirways never should have let the OP check in in New Orleans and fly to Charlotte.
Anonymous on 04/03/2011:
I DEFINITELY think US air owes this OP something. Free flight or something. It sounds to me they were just LOOKINg for something to deny their flight since its THEIR fault they overbooked. I's be pretty POed too if I was this OP. And Ben is right. Why weren't they denied their flight from New Orleans?
momsey on 04/03/2011:
Maybe they didn't show their passport for the NO to Charlotte leg?
Ben There on 04/03/2011:
Passports are normally checked on the first flight of an international journey, even if it is just a domestic flight connecting to an international journey.
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Bully Flight Attendant
Posted by on
I really feel thankful that I listened to that "little voice"in my head, just shut up! before you get thrown off this plane.

I was flying back from a wonderful 5 days in Vegas, I did not return w/money but Bellagio treated me like royalty and the Lady GaGa concert was fabulous. How could US Air ruin this great moment but they did within minutes ! I had seat 33c flying from Phonix to Charlotte, great the last seat, the potty seat. I was one of the last entering the plane, we had already been warned no overhead space so I had crammed everything in my one bag. I had my other carry on taken on the first leg of the flight. I wasn't at my seat for a second when Ms. Bully said "that will not fit under the seat, put it in the overhead" I said " it will fit, I just need to get my lunch and sweater out" .Ms. Bully tried to be funny and say that we(US AIR) love these people, pointing to seat A+B. I must have looked shocked, "what do you not understand" I said "I don't understand how this bag fit on the last US Air flight I just got off of" she said" WELL, Someone wasn't doing their job!"

I'm a 53yr. old southern white women, I'm a teacher and self employed. I haven't seen this kind of bullying since I taught at a 6th grade center and that was with kids and it wasn't directed to me. I told me children when someone makes fun of you, they don't feel good about themselves so they have to make fun you so they feel better! So.... I bit my lip...and put my pocketbook in the overhead...lucky for me! It seems if any body "talks back" gets arrested.

I've reported Ms. Bully, sadly I don't think anything will come from it. I'd love to volunteer to become a US Air secret flier that can pass out termination notices to employees like Ms. Bully because she doesn't like herself, customers or her company. She's probably wishing I had said something and still laughing that the company will not do ANYTHING!!
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Awful Customer Service
Posted by on
PHILADELPHIA, PENNSYLVANIA -- I can't emphasize enough how rude the people who work for US Airways in the Philadelphia airport are. As a matter of fact, I have never encountered souch lousy customer service in any consumer experience in my life. I arrived at the Minnesota/St. Paul airport at 10 AM for a 12:30 flight to Philadelphia where I would then connect on to Hartford. I was told my flight would be delayed because of storms in Philadelphia and the airport had shut down. At 1:10 they loaded us on the airplane and we taxied out to a spot on the runway and sat their until 3pm. They said the airport in Philadelphia wasn't open because of the weather so they took us back to the terminal so we could get off the plane, stretch our legs and get a snack since they couldn't provide everybody on the plane with one.

At 3:30 they loaded us on the plane again and pulled up to spot near the runway to wait for takeoff then the pilots immediately turned the plane engines off because we couldn't take off yet with the situation still a mess in Philadelphia. We sat on the plane until 6pm and the pilots informed us the weather was easing up and we would be taking off shortly. Why did they load us on the plane and make us sit there all this time if the airport we were flying to was closed like they had been telling us? We finally leave and land in Philadelphia at 9:15PM and sat on the runway until 11 pm because they said there were no gates available.

I looked out the window and saw gates open on other concourses which had US Air planes at the gates next to them but I guess they didn't care about that and they were determined to use concourse B no matter how uncomfortable it was for us after sitting on this plane for so long in Minnesota and Philadelphia. When we were finally allowed to escape this plane they had us sit on for almost 6 hours, we get off the plane to find out if we will be lucky enough to make our connection to Hartford and came across a rude counter person who just said to go to customer service at the check in counter. There was a couple in front of me that spoke very little English and were trying to find out where get they should go to for their flight to Frankfort, Germany. The US Airways agent just said go to the check in counter for help. He didn't seem to concerned with helping these people that told her they spoke very little English.

As my fiance and I were going to the customer service counter because no more flights were going out at this point in the evening, we tried to help them and had them follow us to customer service. The line was long because so many people were being re-booked because so many flights were canceled because the weather closed the airport for a long period of time. A supervisor came out of the back and told us the bad news that because so many flights were canceled, all hotels in the area were full and we probably would be stuck in the airport for the night. I was in line for an hour and then decided to use my cell phone and called the toll free number for the US Airways to rebook my flight, and after an hour of sitting on hold, a was finally able to speak with somebody and rebook another flight to Hartford.

If I stayed in line with the other travelers, I would have waited even longer because when midnight came, most of the agents were done with their shift and only a few people were working for the airline despite a line that had several hundred people waiting in it to have their flight rebooked. Before I left this long line, my fiance and I didn't want to leave the German people alone because they didn't speak English and were going to be stuck overnight in an airport. I then realized I should have checked their tickets to see if they were continuing on with USAir back to Germany. They showed me their tickets and if the attendant who was waiting for us after we got off the airplane took a few seconds to check their tickets instead of telling them to go to customer service, they could have made their connecting flight to Germany. Great Customer service US Airways!

We then spoke to a supervisor and asked him if anybody working in international travels would be able to translate or help out these people and explained how they spoke very little English. Showing very little interest in their problem, he said there wasn't anything he could do and told us to tell them to keep waiting in line. Thanks a lot buddy. I then decided to call the toll-free number and connected with international travel within 5 minutes and asked them if they had somebody that could speak German that would be able to help these stranded travelers and they did. I guess that nighttime supervisor felt it was more important to drink his cup of coffee and talk with a security guard rather than to try to help these foreign travelers in need of assistance. After sleeping in the airport all night with my fiance and 10 year old daughter, the next day is even worse when it came to customer service from US Airways. I went to the self service check in and I print up my tickets only to find out there is nobody their to tag my bags and check my ID so we can go to the gate. I, along with several other travelers that used the self service check-in were waiting for service, asked a US Air agent if there is anybody working this area and all she said was "I don't work it".

We waited and looked for somebody else to help us but nobody appeared so we asked her if she could get somebody to help us and all she said was "talk to somebody down there". We walked about 40 feet to the US Air customer service agent that was standing next to the self service check-in terminal in that area and asked for assistance but she said "that's not my job, go talk to her" and she pointed to the woman that had sent us to see here. We told her that the woman she told us to see was the one that told us to see her and she rudely said" I don't work there, go see that woman and stop being so rude". All we wanted was our bags checked so we could escape the LOUSY treatment we have been receiving from US Air employees at every encounter we had with them. When we finally got our bags checked and went through security, the topic among many passengers was how rude the US Air employees were and a regular business traveler from the Philadelphia area told us they are always rude.

When a customer from the Philadelphia area is so critical of the airline and states their employees are always rude, it shows you this is not a one time event. I forgot to mention, we got at the airport at 10 AM the morning of our flight to Philadelphia, passengers were loaded up on the plane at a little after 1pm and 2 of our 3 bags got lost. It took 3 days to finally get them back from US Air. US Airways was by far the worst airline experience I have ever encountered in all my years of flying. Never mind how many hours I sat on a runway without a chance to take takeoff because the airport I was flying into was closed because of storms(why load if the airport you are going to is closed), it didn't matter that I sat on the runway for almost 2 hours after landing in Philadelphia waiting for a gate to open so I could finally get off the plane and move on to my connecting flight, the one thing I will remember from this trip was HOW RUDE AND UNHELPFUL THE EMPLOYEES OF US AIRWAYS WERE.
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Anonymous on 09/07/2007:
I don't' want to be an apologist for US Airways (not an employee) but I am a commercial pilot. Pilots are often given conflicting information and we simply pass what is given to us.... this information is not generated by the company with respect to airport closings etc. As far as being on the aircraft for so long... no one likes it, including the crew but you can't simply pull up to any open gate (ownership ie, rivals gate, scheduling, etc) With respect to departure... one can lose a departure slot if you aren't pushed from the gate.
The German couple etc....very kind of you to help. LODO's (langu. of dest.) employees are not all that common....
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Denied Boarding, but Should Not Have Been
Posted by on
LONDON -- Dear Mr Parker

I have addressed this letter to you because I feel that, as Chairman and Chief Executive Officer, you will be as concerned about my recent experience as I was.

I am a Silver Preferred Dividend Miles member, # ******* and US Lawful Permanent Resident, and I undertook an Envoy Class trip to the UK by US Airways, leaving the US on Thurs, July 26, 2007, with return flight booked for Weds, Aug 15, 2007.

On Weds, Aug 15, 2007, I arrived at US Airways check-in at Gatwick Airport, London, to check-in for my return flight to the US, 733 to Charlotte, NC, with onward connecting flight 4446 to Lynchburg, VA. My Flight Confirmation number was ******.

At pre-check-in screening, I presented my UK passport and my US Green Card to an ICTS employee named Jemma. I pointed out that my Green Card had expired and I produced the required I-797 Notice of Action (Receipt Notice) extending my Green Card for one year beyond its expiration. I had been assured by the US Citizenship & Immigration Service (USCIS) prior to leaving the US that that receipt, coupled with my expired Green Card, is all that is needed to allow me to re-enter the US. Indeed, that I-797 states that, ‘Your conditional resident status is extended for a period of one year from date of expiration on your form I-551, conditional resident card (green card). During the one-year extension, you are authorized employment and travel.'

Jemma informed me that I would not be permitted to fly with an expired Green Card. I pointed to the above paragraph on my I-797 and explained what I had also been told by the US Citizenship & Immigration Service, and Jemma said she would call the US Embassy to confirm that.

She asked me to return to the US Airways service desk in 15 mins and, when I did so, she told me that she had called the Embassy and they had told her I could not fly.

A US Airways employee at the service desk then offered to call the Embassy and explain to them what other documents I had. She called them in my presence but failed to explain that I had my I-797 with me. She told me that the Embassy had said I could not travel, and that I would need to go to the US Embassy in London to request a Letter of Transportation.

My flight was cancelled and I was then booked on the same flight the next day, Aug 16, 2007. I had to book into a hotel and make my way 30 miles to the US Embassy in Central London.

On arrival at the Embassy, I was refused entry because I did not have an appointment. I pointed out that US Airways at Gatwick Airport had sent me, but was told by security that they had repeatedly told US Airways at Gatwick to stop sending people to the Embassy as they would not be admitted without an appointment.

When I asked at Embassy security how I could arrange an appointment, I was given the phone number of the US Embassy Appointment Line, and I called from a payphone opposite the Embassy.

The first available appointment was on Tues, Aug 21st, 2007, i.e. 6 days hence. That meant that I was effectively stranded, and I called my wife in the US to ask her to approach our Congressman's office for assistance.

My wife emailed the Embassy and in response to that email I was granted an appointment at the Embassy at 9am the next day, Thurs, Aug 16th, 2007. Because I had been booked onto flight 733 on Aug 16th, I again had to cancel my flight.

I attended at an interview at the Embassy with two officers from the Department for Homeland Security, who asked for my Green Card and any other documents. When I produced the I-797, i.e. the same document I had presented at Gatwick Airport the previous day, the officers asked me why US Airways had refused me permission to fly.
I told them that Jemma claimed to have spoken to the DHS at the Embassy, but the officers were adamant that no one had spoken to them. Further, they confirmed that my documents were perfectly adequate and acceptable for travel and that US Airways was incorrect in refusing me permission to fly.

They went on to say that US Airways had clearly not read the Carrier Guidelines issued by the DHS, or they would have known the documents were acceptable, and that US Airways routinely referred anyone with questionable documents to the Embassy, despite being repeatedly instructed not to do so, in order to avoid any possibility of incurring fines.

The officers agreed to issue a Letter of Transportation to avoid any further problems with US Airways and, because my documents were in order and I should not have been refused permission to travel, they even went so far as to waive the $165 fee normally charged for the letter.

I called US Airways that afternoon and rebooked for flight 733 the next day, Friday, Aug 17th, 2007, and attended at the US Airways check-in desk the next morning.

Jemma was again on duty, and asked whether I now had the proper documentation to allow me to fly. I explained that the documents I had presented previously were perfectly acceptable, according to the US Embassy, but I produced the newly-acquired Letter of Transportation anyway.

I asked Jemma for her last name, and told her that I intended to pursue the matter on my return to the US, but she refused to identify herself, and simply referred me to the US Airways service desk.

I went to the service desk and asked them for Jemma's last name, but the three US Airways employees on duty claimed not to know it, though they work with her daily. They told me that Jemma works for ICTS, not for US Airways, but when I pointed out that she was manning a US Airways desk, they agreed and confirmed that ICTS is employed by US Airways to vet passengers.

In summary, then, these are the salient points:

1) I was refused permission to fly because my documents were supposedly not in order, although they were in order, as confirmed by the DHS at the US Embassy, London

2) It would appear that Jemma did not call the Embassy, despite her claim to have done so.

3) I was sent to the US Embassy despite US Airways having been repeatedly instructed not to send refused passengers there without an appointment

4) I incurred extraordinary expenses, c.$2000, because of US Airways' error in refusing me permission to fly

5) On asking an ICTS/US Airways employee to identify herself, that employee, and her colleagues, declined to do so

Prior to me taking any further action, I would appreciate receiving your proposal for dealing with this frustrating and costly experience in a satisfactory manner.
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Timboss on 08/23/2007:
Jemma was wrong. You should have really pushed at customer service until you got someone who could comprehend English well enough to read the documents. In retrospect when USAir called the Embassy you should have insisted on talking to them to make sure they understood you had all your documents. I am not a 'pusher' either and I think in this case I would have kept trying the first day. Not quite sure how you spent c.$2000 in expenses for 2 days and I am quite confident you will get no compensation. Please keep us posted.
nelsonswalker on 08/23/2007:
Hi Timboss! Thanks for the comment.

Pushing achieved nothing, just a closing of ranks, and Jemma insisted the call had to made from a secure area away from the counter, so I couldn't be present.

When other US Airways employee called Embassy, she refused to hand phone to me when I asked.

If you've ever been to London, you'll understand the expenses..!

Hotel was $350 per night for 2 nights (NOT a luxury hotel!)

Rebooking fee charged by US Airways was $1050

Buses/trains/taxis from hotel to Embassy twice was another $80 each time, total $160

International phone calls & internet access cost another $150

One call to Embassy Appointment Line, charged at $2.50 per minute, cost me $27.50..!

Add food (NOT in hotel, I ate fast food to limit costs) another $30.

Other incidentals not included here, were about another $150, total almost $2000 for 2 days.

If no satisfaction forthcoming from US Airways, I'll be seeing my attorney.
Timboss on 08/23/2007:
It seems at least you should get the rebooking fee. Keep at it and make sure you document everything - it sounds like you have. The airlines are bad enough anymore without having to put up with incompetence too. Just out of curiosity, why couldn't you have just shown your passport to her? Did it have some kind of work visa in it?
Anonymous on 08/23/2007:
What a horrible experience--and quite expensive too. I hope you receive everything you are asking for.
Anonymous on 08/23/2007:
Wow, what a nightmare. My question would be why not put you on the plane and let U.S. Customs / Immigration deal with you when you land in the USA? Why is US Air playing Immigration Agents when they have no idea how to even run an airline?
Anonymous on 08/23/2007:
I think your grievance is with ICTS as its very commonplace in Europe for many airlines that have a single daily flight or less to hire contracted service with possibly 1 actual company employee on duty.
nelsonswalker on 08/23/2007:
Hi again Tim! I did show my passport, but it was my expired green card that was the problem. I need no visa as I am a US Lawful Permanent Resident and my expired green card with the form I-797 I possess is proof of US entry eligibility.

nelsonswalker on 08/23/2007:
Hi Dianec! Thanks for the comment, I hope US Airways sees sense...
nelsonswalker on 08/23/2007:
Hi VF-213! ICTS refused me permission to pass pre-check-in screening, but it was the US Airways service desk that cancelled my flight after calling the Embassy. Besides, ICTS are employed by US Airways and, as such, are their agents.
Timboss on 08/23/2007:
I don't know if the US works this way, but if you show up in some countries without a valid visa you are sent on the next plane out - no matter where it is going - and the airline you flew in on is fined. So the airline has a legitimate reason for not letting a passenger fly but this case is stupid (on the airlines part).
nelsonswalker on 08/23/2007:
Hi Superbowl! Thanks for the comment. US Airways wouldn't let me, or anyone else with what US Airways consider to be questionable documents, board a flight for fear of being fined by the USCIS or DHS on the passenger's arrival in the US. Of course, they have Carrier Guidelines from the Department for Homeland Secuiry that spell out exactly how US Airways should respond in any given sitaution, but they don't apply them as they can be misinterpreted and result in a fine State-side.
nelsonswalker on 08/23/2007:
Hi Tim. I have no need of a visa, I am a US Lawful Permanent Resident with right of abode in the US. My wife is a US citizen and I have lived in the US since 2003.
Starlord on 08/23/2007:
Nelson, I certainly hope you ccan get some satisfaction from US Airways. You indeed were wronged, and someone's head should roll on account of it. Could you enlighten someone who is unaware, what is ICTS? Keep on my friend, don't let them get you down.
nelsonswalker on 08/23/2007:
Hi Starlord! Thank you for your comment. For info, ICTS is International Consultants on Targeted Security, a private contractor employed by a number of large airlines to perform pre-check-in screening.
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US Air's failure as an airline
Posted by on
US Air lost another 2 customers. Our flight from Washington, D.C.'s National/Reagan Airport to Fresno via Phoenix was delayed for hours, causing us to miss our connection (a US Air flight) in Phoenix and to also miss the first day of our vacation. After waiting for a long time on line at the US Air Customer Service desk, we were given a voucher to stay at a hotel near the Phoenix airport that night, but the hotel said they clearly told US Air they were not accepting vouchers. The vouchers were worthless and US Air knew it when they gave them to us. Furthermore, the hotel had no available rooms.

We returned to the US Air service counter for assistance in locating a hotel with available rooms, but found it closed. US Air left its passengers stranded at the airport. This same scenario happened to other passengers, as well, they told us.

Another passenger on the flight said he read on the internet that this flight is delayed 60% of the time. The stewardess confirmed that it was usually late, and the reason was because the plane comes from Hawaii and not enough time is scheduled for turnaround. Day after day, this flight is chronically late, and the cause is known, but the problem is not corrected. Instead, passengers are given false information and are greatly inconvenienced.

US Air had scheduled us for a connecting flight in Phoenix that departed just 25 minutes after the flight from Washington was supposed to arrive, assuring us that would represent no problem as the gates were close together. US Air KNOWS the flight originating from DCA will probably not depart on time, and knows that 25 minutes is not enough time to get from one flight to the other if there is the smallest delay, yet schedules passengers this way, knowing they will miss their connections.

A US Air pilot told us there have been tremendous infrastructure difficulties since America West took over US Air two years ago. They have had 2 years to correct the problems, but have not succeeded, and the problems just seem to be worsening by the day.

On the return flight, the scenario was the same - a morning flight from Fresno that was supposed to meet a connecting flight in Phoenix was delayed for hours, causing the connecting flight to be missed or cancelled. The entire day was taken up waiting at the airport in a huge crowd of other inconvenienced passengers. We were not able to depart Phoenix until after midnight, and instead of a direct flight to Washington, which is what we booked, we were rounted through Las Vegas and made to wait in Las Vegas for yet another flight. We arrived only the following day in Washington. PASSENGERS WERE DEPRIVED OF SLEEP FOR AN ENTIRE NIGHT, arriving exhausted and once again, losing an entire day of work or vacation.

On the plane, there were no pillows and only a few blankets, which the stewardess asked passengers to share. Use your blanket to warm up and then give it to another passenger, she suggested, saying US Air does not provide enough blankets for each passenger to have their own. No meals were served on the 4 hour flight and no movies shown. We were told we should feel fortunate because we got the last 2 seats and other passengers were even more inconvenienced.

US Air tells passengers their flights are delayed or cancelled due to weather (so they don't have to pay for their hotels that night) or to mechanical problems, but no passenger we spoke to believed them because every flight, day after day, was delayed or cancelled and there was complete bedlam at all US Air departing gates. As a plane was supposedly about to board, passengers were told to go to another gate or that their plane had been switched or delayed or cancelled. Loud groans could be heard from a hundred inconvenienced passengers at a time.

This chronic chaos in every area will surely lead to safety problems. After we boarded, the pilot shut everything down, even turning out the lights, saying he had computer problems and had to do something with the circuit breakers before he could turn the plane on again and move forward. It does not make the passengers feel their flight will be a safe one.

At the US Air departure gates in Fresno, there were no staff members. Only when the hour for boarding arrived and still no representatives were there did another passenger tell us he had just come from the departure terminal and found out that our flight was delayed or cancelled. No announcement was made at the departure gate, so all passengers there were just left to wait and wonder what had happened and why their flight wasn't boarding. Their only other choice was to walk back through security to the departure area ticket counter, all the while worrying they might miss their flight. Only at the departures ticket counter - where there was a huge line - could they find out that the flight was delayed and cancelled and all seats on any plane out of that situation were already booked. The US Air representatives said they were so busy dealing with the cancellations and delays, they had no time to go to the departure gate to inform the passengers waiting thereof their fate. Left stranded again.

While at the departure gate, I used the counter phone to call US Air. While speaking to a US Air ticket agent, two US Air employees walked passed, and told me I was not allowed to use the phone without permission. I answered that there had been no one there to ask permission from and explained that I was on the line with a US Air representative who was in the midst of answering my question. I asked if I could just listen to her answer. They just pressed the button to hang up the phone, saying they would help me instead, but did not. Then left without another word and without providing help of any kind.

Concerned in advance that our flight from Fresno might be delayed, we asked if we could change our ticket to depart from Los Angeles airport, thinking that at least from that airport, we would have a better chance of finding another departing flight without an overnight delay. The answer was no. US Air does not permit a passenger to change their ticket to depart from a different airport than the one they originally book, while US Air is free to re-route passengers to any airport they please.

If you want to live a nightmare for two days on your outbound flight and another nightmare for two more days on your return flight, and maybe risk your life along with losing your work and vacation time, then by all means choose US Air. If you expect to be treated with respect and decency, and to get what you pay for, choose another airline. US Air is having so many difficulties functioning, perhaps the FAA should put it out of its misery. Hopefully, enough disgusted passengers will write to the FAA asking them to do this. If US Air is incapable of running an airline properly, they should turn their routes over to an airline that can.

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Anonymous on 06/28/2007:
I can't think of anything to say here.
Slimjim on 06/28/2007:
Look at the bright side pirate, now at least you won't be wrong again.
Anonymous on 06/28/2007:
Yes he will.
Slimjim on 06/28/2007:
ejack053824 on 06/28/2007:
That why I'm a pilot. I can fly myself whenever and where ever I want to.
Anonymous on 06/28/2007:
ejack053824 on 06/28/2007:
BRRRRRRRRRRRRRTTT...Flameout in the cockpit!! LOL!
Anonymous on 06/28/2007:
bigboxworker on 06/28/2007:
This was probably the least of your problems but unless you were flying first class, airlines no longer serve meals on four hour flights, nor to they provide enough blankets and pillows for every passegner in the non first class cabin.
Starlord on 06/29/2007:
No airline I know of provides meals on domestic flights, and haven't for several years. If lucky, you will be given a small package of peanuts or pretzels.
yoke on 06/29/2007:
The only way to get a meal on the airline is to fork over $8-10 dollars or bring your own.
Anonymous on 06/29/2007:
I agree with yoke and add only if you're in first class. It's still better to bring your own.
ejack053824 on 06/29/2007:
I eat a spam sandwich when I fly. That's my inflight meal when I fly the F-16.
Anonymous on 07/31/2007:
A merge between two major companies does not happen overnight. There are bound to be some problems that need smoothing over. And, why would you want to use the blankets and pillows on the plane? Do you know how rarely they get washed? EWWW!!
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Never again
Posted by on
I am taking this opportunity to inform you of the absolutely horrendous experience I had on your airline.
I fly for business on a regular basis (basically about once a month).I normally fly the so-called “bargain” airlines, usually Southwest. I had the opportunity to take my wife and 8 year-old son to Florida and decided to splurge and fly on an airline that had a better reputation for amenities, specifically assigned seating and more flexible travel routes.

How surprised was I when as we were leaving to return home that I was entering into a flight nightmare.

We left Orlando Int’l airport at 6:45pm on Friday June 8th. We landed in Charlotte, North Carolina at around 8:15pm. We had just enough time to run to our connecting flight (the flight out of Orlando was late). When we arrived at the gate that our connector was leaving from, we were informed that the flight to Columbus was cancelled. Now, I understand that there will always be interruptions in schedules, and I am sympathetic to that fact. We were told to go to the Customer Special Services desk at another gate. Fine, I thought, they’ll get this straightened out and we’ll be on our way. No problem. We arrived at the desk to find a line of around 250 other travelers who had also been “inconvenienced”. There were exactly two people working the desk. After standing in line for the better part of an hour, and seeing no more than 10 people make it past the desk, one of your associates came out and made an announcement: “Sorry, folks there are no more flights out tonight so you will have to find a hotel and wait for tomorrow”. Understandable, it was late and I realized that the routes couldn’t be adjusted quickly enough to absorb all of us. I asked the woman what hotel they were going to put us up in and she said “The cancellation wasn’t our fault; you are on your own to find a hotel”. Excuse me? I am in a strange city, at 10pm at night, traveling with my family and you are not going to even give us a voucher for food and/or a hotel room?
We then asked where we could pick up our luggage so that we could go to the hotel. “You can find them in baggage claim” was the very rude reply. “Exactly where in baggage claim?” my wife asked. “IN BAGGAGE CLAIM” came the same reply. So, off we headed to baggage claim. After standing in another line for almost an hour, where we met a lovely couple who had saved up for a trip to Paris that US Airways had “interrupted for at least three days”, another of your associates made an announcement: “Sorry folks, your luggage is already being re-routed to the next flight. “Can we get it “unre-routed so that we can change our clothes and get our toothbrushes?” “If you’d like to wait, we MAY be able to get it to you in 2 or 3 hours, but I wouldn’t count on it”. Great, just great.
We found a hotel off of the airport, spent $20 for a cab to get there (sans luggage) as none of the shuttles were running that late, paid $100 for the room, $30 for dinner and we went to sleep hoping tomorrow would be a better day.

DAY 2:
We woke up on Saturday in a hotel room (we had expected to be waking up in our own beds this morning). I went down to the business center in the hotel to print out my boarding passes. No luck, there was an “error in the process”. No big deal, we’ll get them at the airport. We arrived at the Charlotte Airport at 11:30 am for a 1:15pm flight (another $20 cab ride). We stood in another long line where there were, again, two people working behind the counter (do you have some rule about that?). After standing in line and being kept on hold on your “Customer Help Line” they got the error fixed so I could use the check–in kiosk. I finally printed my boarding passes with about a half hour to rush through security and race to the gate. Sorry, wrong gate. So we headed across the airport to the new departure gate. We finally make it to Philadelphia to catch our connector to Columbus. Once again, after several gate changes we made it to the departure gate. Sorry, flight’s been cancelled. We ran to the customer service counter to beat out the 100 or so other people to see if we could get on another flight. Understand that it is now around 6:00pm, I have been wearing the same clothes for over a day and a half and I have an 8 year-old in tow who is getting cranky and wants to get home. We make it to the counter before everyone else and are told that there is an 8:15 flight to Columbus. BOOK IT! Oops, sorry not quick enough (total elapsed time 7.8 seconds). I ask to see the manager. Wait 15 minutes while other passengers are booked on the 1:40 pm flight on Sunday. I wanted to see the manager to request a refund. There were several passengers who were willing to pitch in for a rental van to drive the eight hours to Columbus (funny aside – had I decided to drive at that point, I would have gotten home only an hour and a half later than I ended up getting there). Wait another 15 or 20 minutes for the manager. At this point I am LIVID. If you’ll recall from the top of my letter, I fly quite often for business. Guess what I do for a living – Customer Service Manager! I have never seen such inattention to customer’s needs in all my life. Just as the passengers were about to mutiny, due in no small part to the fact that it was discovered that, once again, the cancellation was not your fault and all expenses would be borne by the traveler, the ticketing agent pulled me aside and gave me 3 seats on the plane that was supposedly full not 25 minutes earlier. Not only did he give me three seats, but they were 3 in a row. The agent all but told me that I was riling up the other customers with my story of the previous cancelled flights and he was giving me the tickets to get rid of me. Fine by me. The flight was delayed (big surprise) because we did not have a flight crew. Almost an hour after the scheduled departure time the crew showed up. A big sigh of relief and a standing ovation greeted their arrival. We went wheels up just before 10 pm (this was for an 8:15pm flight). We arrived home over 24 hours late.
Sir, I can appreciate the fact that things don’t always go according to plan. It happens. What I cannot tolerate is the way that we were treated throughout this ordeal. We were shuffled around to multiple gates to find out that the flights were cancelled. We were treated rudely by US Airways employees time and again. We were surrounded by dozens of other people who were in the same position we were in.
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marsh on 06/11/2007:
I had a very similar situation as you. You should at the very least receive 3 free round trip tickets for your trouble. My suggestion would be to write to the BBB and include your letter. I did and received 2 round trip tickets. Good Luck!
FoggyOne on 06/12/2007:
Agree with marsh - keep complaining. I've used USAir quite a bit and never had a problem but what happened to you is really inappropriate. Keep complaining.
jktshff1 on 06/12/2007:
good post, thanks
former USair traveler on 06/26/2007:
I find it interesting that tickets for you did materialize when you started to trigger a "mutiny" or what I would call an "I'm Spartacus" moment! Perhaps we all need to do that. Collectively we allow the industry to intimdate us, we are anxious about security issues, don't want to make a public fuss, etc., afraid somehow we might get "flagged" by security and detained or delayed. If, when this type of situation unfolds, a hundred or more standing in line for hours while only one or two service people are behind the gates, if we the people asserted ourselves as a group, protested loudly as a group, worked together to create a public scene, in short publicly backlashed against incompetent management rather than meekly walk off to find our own hotels and silently endure delays, maybe that might start something. The squeeking wheel does get the oil. I am not advocating harassing the poor souls behind the counters, who are stuck being the fronts for lousy administration, just that we demand loudly and together fair treatment. Imagine if on a regular basis a hundred or more stranded passengers staged a protest in the airport, then called a local television station to report on it. Just pull out your cellphones and call information for a local news station, I think you'd have a camera crew over there in short order if enough called. Do that across the country a few dozen times and I think it'd start something! Vox Populi.

I'm Spartacus!
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The worst airline I've flown
Posted by on
I've been flying a long time and airline travel has been going downhill since deregulation. An avid traveler for work and pleasure, flying is regularly the worst part of any trip -- something to be endured rather than enjoyed.

Yesterday, 7 of us were travelling back from Providenciales where we enjoyed several days in the sun and the wedding of a great couple. We were scheduled to fly out of Provo at 3:15 pm, and connect in Charlotte for a 7:25 pm flight to Minneapolis -- a comfortable 1.5 hour layover to clear customs). Our Provo outbound flight was delayed because of mechanical problems with the inbound aircraft. when they got to Provo they found out that the island had no fuel so they didn't have enough fuel to get the 757 back to Charlotte (who flies to a destination island expecting to refuel without verifying the availability?).

We finally board and the pilot tells us we need to go to Ft. Lauderdale to refuel before continuing on to Charlotte. The pilot spoke as though it was information that we clearly should have gotten from the ground crew, which of course we hadn't. This will add 30 minutes to our flight time, seriously jeopardizing our connection time as well the connection time of everyone else on the airplane. The flight attendants then get on the PA system to tell all of us that it simply is not possible for them to have any information on connections.

Adding to the confidence in this entire flight crew, the pilot then comes on the PA to tell us we're about to leave a location other than "Providenciales". The murmuring among the passengers that the pilot doesn't even "know where the hell he is" was audible.

The flight to Ft. Laudredale is uneventful. The refueling goes well but takes about 15 minutes longer than had been promised. Leaving Ft. Lauderdale it is still "not possible to have any information on the status of connections".

As we approach Charlotte there's essentially no chance that our connection will be made, but hope comes when the pilot tells us that other planes have been circling because of some rain that occurred earlier, but we're cleared to proceed to land. Those of us sitting by the window had no difficulty identifying that we circled 6 times before landing an hour later. Who do they think they're kidding?

Baggage and immigrations performed brilliantly in Charlotte. We cleared both of them in less than 30 minutes. The same can't be said for US Airways staff in Charlotte. They're probably good people, inadequately trained who know that their company has hung them out to dry. What a thankless job.

Luckily, because we cleared baggage and immigation quickly, we were one of the first to get to the ticket counter to figure out how we were going to get home.

A totally clueless ticketing agent was what we got. It's now about 9:15 pm. We're in Charlotte. We pretty much know we're not getting home this night. When this has happened to me on other airlines, the rebooking has been done by the time I got off the plane. The gate agent has been able to tell me what's happening. With US Airways in Charlotte, the fact that we had missed our connection from their own flight was a surprise to them.

For the next 2 hours, the groom who was trying to do a quick roundtrip (and get back to his honeymoon) to ensure his kids got home safely, spent coaching the ticket agent, her supervisor, and his supervisor how to do their jobs.

Their first plan was to book the party of 7 onto 5 different US Airways return flights (with further connections) the next day despite the fact that there were 3 minor travelers and one more than 85. When the groom suggested they check for availability on other airlines, the reaction was that they couldn't because all the other ticket counters were closed. He then suggested they call the 800 numbers for the other airlines which are open 24 hrs. The response was that they didn't know those numbers. So he spent the next 10 minutes calling 411 from his cell phone to get numbers for several other airlines with service from Charlotte to Minneapolis.

After messing up the itineraries in the computer so badly that they had to resort to paper coupons, we ended up being booked onto American Airlines leaving Charlotte at 7:45 the next morning. And the rest of the trip on American went flawlessly.

The groom's return flight to Provo on US Airways to continue his honeymoom was originally scheduled out of Minneapolis for the next morning. Since US Airways knew that wasn't going to happen they brilliantly rescheduled it for 2 days later.

He's booked a flight on another airline for this evening at an additional cost to him of $1500. He'll only lose an additional half day of his honeymoon. We're all praying for he and his bride that they'll be able to get back to Minneapolis in a week on the US Airways flight they booked months ago. He is desperately trying to rebook the return from the honeymoon on a different airline.

This complaint isn't about circumstances that happen. They happen. It's all about doing the right thing for your customer. None of this was about money.

US Airways is a lousy airline. They have lousy procedures. They have lousy training. Charlotte is a hub where you'd expect to have the best trained employees. I can't even blame it on the merger with America West. AW was a decent airline. They make the citizens of Charlotte look BAD. And this is all in comparison to a number of other airlines including Northwest (the primary airline of this gold elite status reviewer) which doesn't always get great reviews.

The best thing we can do is put US Airways out of our misery. There are at least 7 of us (and anyone we can get the message to) that will NEVER fly them again.

Join us!


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familytravel on 04/02/2007:
This sounds awful. My big complaint in travelling is when you are lies are told--for example, when you were circling and they said you weren't. A good travel tip, prior to your trip, program airline numbers into your cell phone. I have Delta, Continental, Northwest, and American all programed in and I like having those so I know I'm prepared. Efficiency has been a problem at US Airways mainly because of just as you said..undertraining. So many times gate agents and other people want to serve you the best they can, but with the lack of training they simply don't know how to.
2003m3 on 06/03/2009:
I had to fly with U.S. Air once to Charlotte recently. I had an around-the-world business class ticket bought from Singapore Airlines, I was catching a Lufthansa flight from Charlotte to Munich. Compared to the other carriers in that itinerary (Singapore Airlines, a 5-star airline, and Lufthansa, a 4-star airline), pooor old U.S. Air was definitely the weakest link :-/ They did not lose anything of mine, but I was definitely significantly happier when I got to Charlote and started dealing with Lufthansa.

One buys a $8000 business class ticket, and U.S. Air does not have the decency to help me hauling two 60-lb bags through the New Orleans airport at check-in.
Ms.Sunshine on 12/03/2009:
I only travel with US Airways if there is really absolute no other option. They are the worst!!!
My favorite is Lufthansa. It´s a difference like day and night.
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Purchase a new ticket!?, It's Canceled!?, My luggage Didn't Make It!? Oh My!
Posted by on
HUNTSVILLE, ALABAMA -- Our flight from Huntsville Alabama to Nassau Bahamas was booked on Feb 16’ 05, with the plan of being married before we went, we booked it in the name that I was supposed to have after the marriage; well plans changed the day after. We knew that it took Boeing Travel 24 hours to process our tickets, and upon receiving our confirmation information we called the US Airways customer service Feb 18' 05, and told the representative of the situation at hand. She said don't worry this happens all the time, just bring your license that verifies that your name is in fact Brandy ***** and not Brandy *****. My fiance and I were both on the phone and we asked TWICE if all we needed was a DRIVERS LICENSE with the name on it and she answered YES, BOTH TIMES. I called the day before just to make sure and sure enough we were told the opposite of what was originally told to us. In the representatives notes she did not specify what license she told us to have. Obviously if we were told that we needed a marriage license we would've gotten this well in advance as we booked our tickets in February and our vacation was in April. The supervisor at the customer service department was worse than the representative. She made comments like "how do you plan on getting married in the Bahamas without a marriage license," (F.Y.I. you cannot use a US marriage license in the Bahamas, in fact you can only use a marriage license from the actual state that you get it in.) After this, we decided to go to the airport and talk face to face with them. The supervisor at the Huntsville ticket counter (who goes by the name of Richard) said "ya know, what are ya going to do... nothing... and you want to know why we do it, because we can; If you want to go somewhere you will always come back." A supervisor of all people should NEVER say something like that to a customer; he is a direct representation of the company. Ultimately we had to purchase another ticket with the correct name on it for $1145.15 the night before we were set to leave, when we arrive at the airport at 515AM our flight was delayed by 3 hours and 5 minutes, and our itinerary was changed by a representative at the gate and instead of getting the itinerary that I paid for the night before ($1145.15) we got the itinerary that I could've purchased the same night for $547.00. We get to Charlotte and had a 2 hr layover, which happens when you get a $547.00 itinerary. We finally fly into Ft. Lauderdale and our flight is cancelled. So we had to drive 30 min to Miami for our flight, and finally arrived in Nassau at 830pm. (What makes this even worse is that my sister was meeting us in Nassau and she arrived without a problem through another airline and had to sit in the Nassau Airport for 8 Hours.
Returning from Nassau, our flight is 40 min late in getting us to our destination, making us RUN to our gate and our luggage didn't make it, so now everything we have is in Charlotte.
The most angering thing beyond the messed up flights is that their represenative gave us the wrong information and caused us to be out money that we didn't have. We actually had to come back early because we couldn't afford the hotel.

Ps. I know that the Patriot Act is a big part of the problem that I exerienced with the name issue...but they need to look at the name of the person who purchased the ticket, and the person requesting the change. There will probably be many changes to the Patriot Act in the future; and rightly so, not everything is cut and dry.


Dear Mr. ********:

Thank you for taking the time to contact our office. I appreciate being given the opportunity to respond on behalf of US Airways.
The ticket that you purchased through ****** Travel was a nonrefundable ticket that did not allow for name changes. If your travel agency was notified of this error within the first 24 hours of booking, they could have refunded the nonrefundable ticket and issued you a new ticket in the correct name.
The misunderstanding our reservation agent caused and the Huntsville
supervisor's handling of your situation are both inexcusable. I have
voided your original ticket for $366.15 and I am refunding the ticket that was purchased in Huntsville on April 5 for $1,145.15. This refund will be processed by our Passenger Refund Department.
In reference to the delay of US Airways Express flight 2930, I apologize for any inconvenience that was caused. Although I am unable to comply with your request to adjust the cost of your ticket due to this delay, I am sending each of you a voucher that can be used to discount your next ticket purchases on US Airways. The vouchers are valid for one year and can be exchanged at any US Airways ticketing facility or travel agency.
Again, thank you for taking the time to contact our office.
Congratulations on your upcoming wedding. We look forward to welcoming you aboard your next flight.

Katharine M. Lang
Executive Staff
US Airways Office of Consumer Affairs

Although we appreciate this beyond what words can express...we will never travel with US Airways again; in fact we will probably never fly again. We are taking a trip to Disney World in Florida and guess what...we are driving.

I hope this story helps and I hope everyone can get the justice that they deserve.


Consumer Affairs 866-523-5333 (fax) 336-661-8031
Corporate Headquarters
US Airways
2345 Crystal Drive
Arlington, VA 22227

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tpebop on 04/11/2005:
problems like this are a result of the patriot act your I.D. must be current and correct as we must prevent terror at any cost. Bummer
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Posted by on
This airline has the worst customer service on the planet. My husband and I booked a trip to Bridgetown, Barbados on 10/23/09. We obtained a spectacular rate, and great flight times as well. There were several other carriers to choose from at similar prices booking that far in advance, however, US Airways had the best schedule to meet our needs. On January 7th, I called to confirm our flights. I was initially told it was a good thing I called as there had been some "minor" changes in our flight times. We were flying from Columbus, OH to Philly, then to Barbados. The customer service representative went through the first three flight changes, which were minor, then put me on hold. After quite sometime, she got back on the line to inform me that our "late night" return flight from Philly to Columbus had been discontinued. No weather issues. All US Airways. I was told that there was absolutely nothing they could do - we would have to leave our vacation a day early, offered to totally cancel our flights (tickets with other carriers now over $1200/ea) or offer a $64 refund for the Philly to Columbus portion of our ticket. Period. There is an American Airlines flight out of Barbados that would have got us home on schedule, however, US Airways refused to book it for us. Our only option is now to pay for an overnight hotel in Philly, and fly home the next day. US Airways sucks. Even if they could not do anything we suggested 1.) Pay for our overnight in Philly 2.) Purchase the American Airlines flight home or 3.) upgrade us to First Class, their customer service was not even remotely empathetic to our situation. It was basically that's the way it is. Unfortunately, America needs better legislation dealing with air passengers rights. Sadly, the airlines pretty much own us.
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Anonymous on 01/24/2010:
These things can happen with every airline. If a flight has not sold enough seats, if weather ANYWHERE on the travel path is bad, mechanical issues...EVERY airline has the potential for a canceled flight. You should ALWAYS confirm your flight plans a few times before you actually leave.
dan gordon on 01/24/2010:
I just flew home through PHX when the FAA closed PHX airport. US air booked on another carrier to get home the next day. When they cancelled the flt they normally 'protect' you on another airline. Booking you the next day was the easiest. If you read any newspaper you would know that airlines are reducing capacity, and cutting flights. When you book months in advance you tend to run that risk of having flt changed or cancelled.
Anonymous on 01/24/2010:
Simple fact is that an airline reserves the right to change their schedules for any reason. You agreed to this when you bought the ticket. I realize most people don't read the disclaimers but unfortunately for you it is in writing. That disclaimer of course gets US Airways out of having to pay a $1200 ticket on AA. That's why the disclaimer is in there.
let me see? on 01/24/2010:
So what you are saying is that a airline should never change its schedule. I find it interesting that you said "nothing they could do" what I really think is that you want them to change the schedule to make you happy. What dan gordon says is the best advise, when you book months ahead, things change.
Ytropious on 01/24/2010:
A single night in a hotel isn't exactly expensive either. If you can afford Barbados you can afford a quickie night in Motel 6 or better. It's a good thing they have a flight out the next day. Next day is reasonable. As others have pointed out, booking that far ahead has risks and rewards. You were rewarded with a low price, but it comes at a risk.
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