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173 Reviews & Complaints
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How is the He** Do They Stay in Business with Such Horrendous Customer Service
Posted by Celliott1988 on 06/26/2013
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 Phildelphia 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 they 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?

     
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Posted by trmn8r on 2013-06-26:
No, they aren't breaking your chops. It is obvious that they do not make exceptions to their policy (which sounds familiar). You talk about how they do business and that you are in business also. Imagine if they said "OK, we'll look the other way" on this. You tell 10 friends, they tell a bunch of people. This happens with multiple flyers, because if they did it for you surely they would do it for others. Soon thousands of customers expect them to make exceptions a year. It adds up. I don't agree that they did anything wrong here.
Posted by DisgustedNC traveler on 2013-06-28:
I agree with the writer not trmn8r as they have forced their loyal customers who keep them in business to say WTF and drive or take other airlines. They have gotten ridiculous with "policy". Guess they forgot who keeps them in business, and especially after 911.
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If You Are Disabled Don’t Fly Us Airways!
Posted by Yvettebacote on 06/06/2013
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!
     
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Posted by Ben There on 2013-06-06:
Airport wheelchair services are not actually managed by the airlines, but are private companies that tend to service all airlines at the airport.
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US Airways Costly Mis-Quoted Fare
Posted by Npurple9 on 04/18/2013
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.
     
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Refused Service/Travel
Posted by Sophiasharp1215 on 04/08/2013
ORLANDO, FLORIDA -- My daughter and I received the worst service I literally have ever experienced from an airline during our attempted trip home from spring break vacation. After returning our rental car, we proceeded to check in with 55 minutes to spare only to be told we were late, we had missed our flight (not true), needed more time than 55 minutes to check our bags (only had carry on luggage) and the next flight available was not until 7:50pm (original flight to leave at 5:15 am). The woman was rude, smug, not helpful in any way, shape or form and actually looked a bit pleased with the fact we were having trouble and had no options.

When we timed the actual process to enter security checks and ride the tram out to our gate, we would have had 15 minutes to spare. We ended up booking a flight with AirTran who acted horrified with what we had been through and worked diligently to help us at a discounted price for our trouble with another airline. Pathetic, no compassion, and borderline evil are terms I would use for this airline and I feel as if my hard-earned money has been stolen from me.

I will also be contacting consumer reports and the Better Business Bureau to file a complaint. I will also be telling anyone and everyone I know to fly AirTran Airways and avoid US Airways at all cost!

     
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Posted by TomSF on 2013-04-08:
You need to be at the ticket counter at least 1 1/2 hours before departure, most airlines recommend 2 hours. 55 minutes before a flight is really pushing it these days.
Posted by trmn8r on 2013-04-08:
What airport were you departing from and what was your destination?

"15 minutes to spare" would put you at the gate 5 minutes before they close the doors - tight, but still in time.

Did the ticket agent cite an airport or airline policy to back up her actions? There seems to be a disparity between US Airways' requirements and what I recall is suggested by the TSA - USAir has less stringent requirements, only 30 min for domestic and 60 minutes for international flights. An airport may require longer, I believe.
Posted by Obsfucation on 2013-04-08:
I think the discrepancy is in interpretation. USAir means you should be in the gate area 30 minutes prior to flight time, not on the tram heading to the terminal. This gets them off the hook. In effect they are saying, 'no matter what else, if you are at the loading gate 30 minutes prior to departure, we will get you on the plane. Whatever it takes for you to get there, is your own responsibility.
Posted by Ben There on 2013-04-08:
Orlando is known for having long lines at check in and security, and many airlines require more time to check in there than many other airports.

Next time, check in online or on your phone the day before. This way, you can skip at least some of the lines and head directly to security if you don't have bags.
Posted by BigAl on 2013-04-08:
I just hate it when airlines are sticklers to the rules and will not give me special treatment. Don't they realize that I write their pay checks? The nerve of them!
Posted by Ben There on 2013-04-08:
Both AirTran Airways and USAirways will cease to exist at some point in future - AirTran is being absorbed into Southwest Airlines, as USAirways is into American Airlines.
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US Airways Is Talented in the Art of Lying
Posted by Marielajm on 01/19/2013
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 where 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 Mariela, 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.
     
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Posted by madconsumer on 2013-01-19:
whenever i have flown, i am annoyed by the other flyer's that cram an obviously too large carry-on into the overhead compartment. the airlines have been addressing this as of late.

did the carry-on bag fit into the bag verification measure guide at the gate desk?
Posted by trmn8r on 2013-01-19:
The reason *behind* your complaint is understandable - you've boarded with that bag before, so you are used to that convenience. However, the critical question is, was the bag over the size limit?
Posted by Dryer Lint on 2013-01-19:
With bags having expanding zippers its easy to go from compliant sized to non compliant.
As far as the bins being empty this is based on a guesstimate by the agents. It wastes a lot of time if the bins are full and you have passengers trying to make their way forward when others are going down the aircraft to gate check their bags.

A bunch of what you posted is incorrect. Overbooking occurs to keep aircraft full due to no shows - this keeps costs down to consumers.
You claim there is little regulation which is false, its higher regulated than the food and drug industry.
Posted by hate us airways on 2013-08-31:
The exact same thing just happened to me from BWI to IAH connecting in CLT. Passenger familiar with the lies simply removed the baggagr tags from their bags and boarded the plane....the overhead bins were completely empty when i boarded. This airline is awful, but thr death knell has tolled...
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The Worst Traveling Experience Of My Life
Posted by Jerren.creak on 07/31/2012
WASHINGTON,DC/ CHARLOTTE,NC/CORPORATE, NORTH CAROLINA -- I was treated horrible by every person I spoke to with US Airways from their call centers, corporate relations, ticket agents, EVERYONE. They do not care about their customers and have done nothing to resolve any of the concerns, problems, complaints, or refunds. I would avoid this company for travel if possible. You are a nobody to each person that works there, its all about your money. Believe me it can be used at another airline that will appreciate it and treat you like a human being.
     
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Posted by Ben There on 2012-07-31:
Wow, what happened?
Posted by Kris10 on 2012-08-01:
I can't decide if this is a good review without first having some details about what US Air did so wrong. Please come back and fill in the blanks, OP!
Posted by Silent Bob Jerkero on 2012-08-09:
That was very wrong what the airline did. Airlines are terrible.
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Flight Canceled, vacation ruined
Posted by Ramosl1 on 07/08/2012
SEATTLE, WASHINGTON -- Because US Airways canceled my flight I will get to Lisbon on Wednesday instead of Monday, I will have an extra stop, and instead of having a 56 minute layover, I now have a 14-hour layover. And for the same price I paid originally...My advice to you is stay away from US Airways. I will never fly with them again. I have taken many flights and never went through this nightmare. Thanks for destroying my vacation US Airways.
     
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Posted by trmn8r on 2012-07-08:
I wonder if airlines are cancelling/consolidating flights to save money by not flying planes that are partially booked. I think others may be doing the same thing.
Posted by JISCal2 on 2012-07-08:
If the airlines are the ones canceling the flight they should offer a refund and allow you the option to see if another airline can get you to your destination in the time frame that YOU select.
Posted by Ben There on 2012-07-08:
Planes to Europe are packed these days, and a lot of flights have been cancelled this weekend because of storms... This could have happened on any airline unfortunately.
Posted by dan gordon on 2012-07-09:
all airlines cancel flights. Sort of depends on why the flight was cancelled.
Posted by Ben There on 2012-07-09:
As nice as 56 minute connections are, you might want to consider taking a much earlier flight to your connection city next time... especially if you are going to a place like Lisbon that may only have 1 flight a day. This gives more room for error with weather delays and mechanicals, and if something does go belly up, there is more time to be switched to another airline.
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US Airways Motto: Show Me the Money!
Posted by Complaints27 on 05/14/2012
US Airways is a most heartless embodiment of corporate greed, use and abuse. Customer service staff is deceitful and rude. I requested to be transferred to a manager, yet I was transferred to customer service representative's peer. I requested the operator at the company headquarters to transfer me to a decision maker and, instead, on 12 occasions I was connected into a voice mail system to leave a message. In fact, no matter what I asked (i.e. for specific policies, name of supervisor, etc.) I kept being transferred into voice mail. Sometimes I got transferred even before I got to finish my sentence and the operator hung up on me as well. Beware of doing business with US Airways!

     
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Posted by SteveWiginowski on 2012-05-15:
What happened that had you calling them?
Posted by whythelongfaces on 2012-05-15:
So why were you calling?
Posted by trmn8r on 2012-05-15:
There are a lot of allegations here, which may or may not be true.

I'd have to know what happened in order to make me reluctant to do business with them.
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US Airways is the Worst Airline
Posted by Travelinfo on 04/22/2012
PHILADELPHIA, PENNSYLVANIA -- US Airways is the worst airline in the world. They delayed a flight from Orlando to Philadelphia, connection to Hartford was missed by 10 minutes, and they refused to hold the connection even though it was the last flight out. The ground staff in Philadelphia was horrible, rude, and incompetent. They would not look at passengers and instead threw paperwork at them which showed the next flight we could take was in 3 DAYS!!! We ended up paying $200 for a rental car so we could get home.

US Airways should be shut down.
     
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Posted by Anonymous on 2012-04-22:
I doubt any other airline would have held the flight either. They aren't going to make all the other passengers late by waiting for a few people. They have a schedule that they need to follow.
Posted by ticia232 on 2012-04-22:
Why was the first flight delayed? Was it due to weather? The airline cannot control that.

If they had delayed the flight for 10 minutes then maybe more people would have missed their connections.

Posted by hold that thought on 2012-04-23:
they don't always hold connecting flights. why?

first off, some areas have laws regulating how late they can operate - so if they delay the flight too long they can't take off period.

second... they have other passengers to accommodate. it may cost them less to get one passenger mad, vs getting 50 other passengers mad.
Posted by yoke on 2012-04-23:
Since the flight was going onto Hartford there would be no connections for those on the flight. There was no reason not to hold the flight 10 minutes knowing the next flight out would be 3 days later. It was not the OPs fault they were late, it was USAirs.
Posted by Anonymous on 2012-04-23:
Yoke, airlines have guidelines that they have to follow. They have a percentage every month that they need to meet for departing on time. Also the flight crew cannot work more than 16 hours. This includes ground time. Waiting 10 more minutes could mean that the crew times out. Then the airline would have to delay the flight longer while they find a new crew. There is a lot that goes on behind the scenes that people aren't aware of when flying.
Posted by yoke on 2012-04-23:
I understand the guidelines, but since it was the airlines fault the OP missed the connecting flight they should have gotten them on the next flight, even if on another airline. For the OP to have to pay to rent a car to get home is wrong. USAir was 100% wrong in the way they treated the situation.
Posted by ticia232 on 2012-04-23:
But yoke, it still comes down to WHY the airline was delayed. If it was bad weather then the airline is NOT at fault for the flight being delayed. Even if you think the weather is not that bad, look up plane crash in the Potomac. They flew in a bad snowstorm and crashed. Or look up the child who was killed when the plane landed and couldn't brake and went across the highway.

That makes the entire thing for me. As there have been storms coming up to and going through Philadelphia dropping hail stones the size of golf balls. My brother has to replace his roof.
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Stolen items from carry on bag
Posted by Melissa.d.hooper on 04/18/2012
MIAMI, FLORIDA -- While returning from our cruise out of Miami we were told at the gate that it was a full flight and we would have to check in all carry on bags due to being in Zone 4 the last to board. We did this as a courteousy to everyone and when we arrived in Norfolk our bag was not at the gate when we got off the plane but came out on the conveyor belt. The next day when we unpacked our digital camera was missing from the carry on. I contacted US AIRWAYS and they sent me an email saying they werent responsible for electronics where in carry on bag or in checked bag that I would have to turn it in on my home owners insurance policy. I have sent a claim to the TSA but 2 months later I still haven't received any response and I faxed them EVERYTHING that was asked for on their paperwork. I don't understand how I can be forced to relinquish custody of my personal item, things get stolen from it, and I'm told nobody is being held responsible so I'm out the camera that cost me money but mainly we lost all of our vacation pictures that can't be replaced!
     
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Posted by CrystalSword on 2012-04-18:
That is why my digital camera is in my purse!
Posted by CowboyFan on 2012-04-18:
When one has to check carryon luggage, make sure to remove all prescription drugs, cameras, and everything else of value from the bag. One suggestion is to have a little pouch containing those items in the carryon, so that if this occurs, one need only remove the pouch instead of sorting through the entire carryon.
Posted by CowboyFan on 2012-04-18:
As an added suggestion, it might be smart to download the pictures onto a usb stick so that you have extra copies of the pictures, or remove the little memory card from the camera and keep that in your purse or on your person
Posted by trmn8r on 2012-04-18:
This is unfortunate. It sounds like Monday morning quarterbacking to say "take stuff out of your carry-on if they make you check it" but that is what you have to do with valuables - not let them out of your possession on a plane.

The question arises what if you have so many valuables that you can't take them all out. In that case I would simply tell them they can't take my bag, and why.
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