US Airways Informative - Complaint of US Airways - Onboard US Airways Flight and Customer Services
Onboard US Airways Flight and Customer Services
TEMPE -- I am Disabled and I take medication for my disability. I was booked on a flight from London Gatwick Airport, England, Uk going to Phoenix, Arizona, USA. I had to change at Charlotte, North Carolina, USA. I had pre-booked disabled help from London Gatwick Airport, all the way through to my final destination, Sky Harbour Phoenix International, Arizona, USA.
I got into an assisted wheelchair at LGW, however I was dumped in these seats in the departure lounge, I could not get to the toilet or even get a drink. I was given this bleeper and told to put it round my neck. Nothing like showing the world who is disabled. Anyway I nearly missed my flight, this was because I could mother from where I was dumper without a wheelchair and the departure gate. I thought that this would be a one off event. Well can you believe that this also happened at Charlotte airport and at Sky Harbour, Az. Can you believe it that this happened on my return to the UK. This time I flew from Sky Harbour Phoenix, Philidelphia Airport and at London HEATHROW Airport.. Now you may think that was bad enough service, however things get worse.
While I was traveling from London Gatwick to Charlotte, NC, USA I had to take on board my medication. Now on the whole, the medication I was taking with me was medication you could probably get over the counter. However I take a drug that is in the same class as Heroine and Cocaine. The medication was Morphine. Now the only persons who can carry these or deal in these are fully qualified Doctors, Head Licensed Pharmacists and obviously the patient. When I got on the plane I was given a bulk head seat as this gives you more legroom. Now I had on me my personal bag which included my medication. This is when things stated to go wrong. One of the cabin crew came to me and said that I had to put my bag with my medication in it above in one of the overhead lockers. I said to the person that I had a letter from a Doctor stating that I had to retain the bag with me due to he contents. Anyway at that point other people were now boarding the plain. Numerous people over heard the conversation between the cabin crew member and myself. All these people heard that I had Morphine Tablets in my personal bag. Well moving on, the cabin crew took away my personal bag with all my medication against my wishes. Now you would think that they would put the bag where I could keep an eye on it. But that was not the case. The cabin crew must of thought it funny that they put my personal bag half way down the plane. I could not see by bag at all. Now this is the only time that the bag was out of my sight.
When I eventually arrived at my final destination, I noticed that the bag with my medication had been turned over. Now at that point I thought that with traveling things may of moved. Not thinking any more about it until I came to opening a new box of my Morphine medication. Now that was just about three weeks later. I looked through my bag thoroughly, however over three weeks supply of my Morphine Medication had disappeared. My other medication was all there, it's just there was no Morphine Tablets. Now the only time that the bag was not with me or out of my sight was on the flight with US Airways travelling from London Gatwick (UK) to Charlotte, North Carolina (USA). Because I require this medication and the fact that I could not get any more from either the UK or the USA, the only thing I could do was to cut short my six week stay. I take the Morphine to ease the pain I get from having Degeration of my L3, L4, L5 of my Vertabrae. Without my medication the pain becomes unbearable however not LIFE THREATENING! Now I have had to pay for extra travel costs getting to and back to the airports. I had to pay for the change of flight time. In total I have lost around £300 ($450.00) in hotel charges etc... I have also had to pay £225 +($300-$350) for the change of flight to get back to the UK. The reservation staff told me that I would get back the cost of the flight and other money I had lost when I put in a compensation claim. Well I have sent two emails to the customer services team in which I received no response. I then found the Chief Executives contact information. I sent the full complaint with all the information to the Chief Executives Office. I was then contacted at 11:30 pm, a time that I am normally a sleep. I was again contacted by a representative of US Airways. I tried to discuss with her what had happened. She said to me that US Airways staff were allowed to carry any medication, I inquired and said that according to UK and USA law states that you need to be qualified to carry certain medication. This includes the likes of Herione, Cocaine and Morphine. The lady I spoke to said that all US Airways cabin crew were qualified to carry such substances. I asked for her to send to me the qualifications that the staff had passed. She then said that it was US Airlines policy to be able to carry any medication or even class 1 Narcotics. I again asked for this to be sent to me. I also asked for this qualifications that all cabin crew had to pass. Again she said that she was not allowed. Then she began to be very rude and obnoxious with me on the phone. Then I asked to speak to her manager, I was told that I was not allowed to speak to her manager. I asked to speak to another person as I wanted to escalate the complaint. I was told that US Airways do not escalate complaints. I then told her that I would be sending another email to the Chief Executive, she replied to this by saying " it's ok, if you make a further complaint, I would deal with that anyway". So apparently even if you make a complaint against the person you are talking to, that complaint would be dealt with by them anyway. So much for having a Good Customer Services. Anyway, I still sent another email to the Chief Executive. I was then sent an email from US Airways, this time offering $100.00 dollars. Now this was in a way of a voucher. This meant that you had to buy a full price ticket to get $100.00 dollars discount. Now this only works out to be around £60.00 I think that this is a joke, a complete and utter derisory offer. For the money I have lost and the extra charges I have been charged, I think it is a disgrace. To add to this all the stress an anxiety that this has caused. I feel fully aggrieved!
Now I was just about to send back an email when I received another call from US Airways. This time we went through what had fully happened. Then they tried to say that they had lost all my previous emails. Then after me saying that I can re-send them all of them. My emails re-appeared.... Now for some reason they could not find any fault with their service. Then I said that the disappearance of over three weeks of Morphine with a street value in the USA of around $3000 dollars, was according to them no big deal. I am sure the Federal Government in the USA would not take this stance.
Then I find that US Airways had changed their tack. They asked me to goto the tools management of US Airways baggage and luggage liabilities. They now claim that even though my medication was stolen while on board a US Airways flight, they were not liable. I asked them why, they said if you look at the exemptions, there is a part that US Airways will not pay for lost or stolen LIFE THREATENING MEDICATION. I told them that my medication was not taken for a life threatening condition. The US Airways representative then tried to claim that all medication was regarded as LIFE THREATENING. So if we take a headache tablet, that apparently is classed as LIFE THREATENING MEDICATION. I am sure that a court of law either in the USA or in the UK would disagree with US Airways definition of the words LIFE THREATENING MEDICATION. I use Morphine as a medication to ease the severe pains I have due to my disability.
All I want is to be treated fairly and to be reimbursed for the loss of three weeks of my vacation, the extra charges I incurred for changing my tickets and my additional travel costs. Also to be given as a gesture of good will some form of compensation for all the stress and anxiety that I have had.
Could some one tell me which organisation will look into the problems that I have had. I just want to get this situation sorted in an amicable way.