U.S. Airways Complaint - Lost Baggage
If you are expecting any semblance of customer service from US Airways, look elsewhere. Leaving for Chicago from Richmond, my luggage was properly tagged for O'Hare airport, with ample time (one hour) to be loaded on the plane. Of course, upon arrival in O'Hare no luggage. I filed my lost luggage claim with US Airways at O'Hare airport, and was told a search would ensue to find my luggage. I was given a nice claim form with a toll free number to check on the status of the lost luggage. The toll free number was busy throughout the day for three days. I also utilized the internet to check status, as they suggested, and for four days the only comment shown was "trace in progress"
As a courtesy, US Airways allows $25 per day to replace the business suits, ties, and shoes that were needed for business meetings. Of course, I could front this expense with the promise of being reimbursed in the future by US Airways.
Having travelled from Chicago, then to Cleveland, to Detroit, then Toledo, to Philadelphia, and then finally back to Richmond, I received a message on my voicemail that my luggage would be arriving at 4pm. With their typical sense of urgency for customer service, I received a call from the US Airways representative at 8:30pm. This agent asked if they could have my luggage delivered to my home late at night. I asked "How late?". The reply was some time after midnight. I responded that I would probably be asleep at that time. His response was to ask if he could leave the luggage outside? This of course was a night where it was raining. I ended up driving to the airport to get the luggage.
The best way to deal with lost luggage on US Airways....Fly Southwest, or one of the other carriers that understand that good customer service is more than a verbal "We're really sorry". Actions speak more loudly than words.
More Reviews on U.S. Airways: