US Airways Compliment - Way to take care of a customer
I had a flight out a small airport in New Haven on Wednesday, 7/13. My flight was leaving at 11:40 am with a change of planes in Philadelphia and on to Dallas. Arriving around 4:40 pm.
As I was on my way to the airport at 9:45, I received a text message from Orbitz of an issue with my flight. A minute later I had an automated call on my cell phone from US Air that my flight out was delayed until 3:00 pm.
Since I was almost at the airport, I went ahead and stopped to find out about my flight. This is a very small airport, one gate, one ticket counter, only US Air Express/Piedmont Air.
I mentioned to the ticket agent that I had just received the notice about the flight, and I was worried about my connecting flight. She immediate looked into available flights to see what she could do for me.
She was able to find me a seat on American Airlines out of Hartford, about 45 miles away, that would arrive in Dallas at 4:00 pm. She booked me on this flight, while refunding my upgrade and luggage fees I had prepaid online when I checked in.
She had a vouchered taxi cab waiting in front of the airport to take me to Hartford so I could leave my car in the lot at Tweed, since my return flight would be coming back to Tweed. I did share the cab with a person who was trying to get to Charlotte, who also had been reticketed out of Hartford, though she was still on a US Air flight.
The AA flight was almost full, but I was given an exit row seat. Since US Air had purchased my ticket, I was not charged any luggage fees, and the flight was direct, so I arrived earlier than I would have on my original flight.
Kudos to US Air for not just meeting, but exceeding my expectation. This type of customer service seems almost unheard of.