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America West Complaint - My flight was cancelled with out notice
Complaint
SANTA ANA, CALIFORNIA -- I had purchased my ticket online I have never flown with America West before. I printed my itinerary and was also e-mailed my reminder through the ticket agency on my itinerary it stated that I did not need to confirm the e-mail reminder was my confirmation and America West had my reserved seat. I was to arrive at the airport 1 hour early which I did 5:30 am. I had approached an A.W. employee outside the airport and asked if he could check me in and he looked at my paperwork and said no I can't help you your flight has been cancelled. I was so upset, I said are you kidding me! he was so rude he said do I look like I'm kidding.I said now what am I supposed to do? he said you see that long line inside you have to wait and get rescheduled onto another flight. So I went in got in line waited 45 minutes and when I got to the front of the line I stood there not knowing what to do nobody was available to help me and now days it's all automated check in yourself, and finally a woman said miss can I help you/ and I said yes I need to be rescheduled my flight was cancelled she said "you will need to go to the back of the line and wait your turn" I then said in a very upset voice, I waited in that line already, "she said I'm sorry if you need some help you will have to wait like everybody else. I went back to the end of the line and just a few minutes later she came over and apologized she said she didn't hear me and the lady in front of me told her I had been waiting. In the meantime I'm standing there not knowing what I was going to tell my best friend who was coming to see me all the way from Iowa, we had not seen each other in almost 3 years, her brother was getting married the next day, and her dad is really sick not doing very well. All these thoughts were going through my head and I was crying so hard at the thought of not getting to see my friend we had this trip planned for a year, and I had taken the day off work etc.The gal at the ticket counter told me they had 1 flight going out that evening at 5:00 it was only 6:15am by this time and I would have to take a shuttle to LAX which I only had 20.00 on me at that moment, and then the plane would fly me into Phoenix which is 2 and 1/2 hours each way from my friends house nobody to pick me up at the airport It just got worse and worse as the morning went on. I decided to get a full refund on my money and to just forget the whole thing, it just was not meant to be for me to fly that weekend. Then I went to the pay phone I don't have a cell phone can't afford one, so I called my home collect hoping maybe my younger son would still be home and not left for school and he could call his brother at work to come get me but the operator said there was no answer. I hung up, just a little more upset than I already was and walked outside to see if I could get some help, and they told me to carry my bags and walk across the street and take a taxi I only had 20.00 on me and for the ride home it cost me 25.00 luckily I had my bank card and was able to use that. I never did find out why my flight was cancelled. I called America West customer service number and tried to tell someone of my experience and they transferred me and I was put on hold for over 30 minutes never got through and no one ever contacted me after that, and doesn't seem like any one was concerned at all,a very bad experience. I had also purchased another ticket at the same time to go see my brother in April to North Carolina, and I'm so worried about being dissapointed about that trip. I will be seeing my parents, my sister, and my brother, on this trip. And I just want it to go smoothly, but I have great concerns about it "The fear that the same thing will happen". I feel I should be compensated for atleast my cab fare of 25.00. I recieved no help, no concern, no compassion, no care from any of the staff members of this airline,I was not treated very well.
Comments:
Posted by Noneill on 2007-03-04:
Usually when a flight is canceled, an airline will help you get listed onto another flight. Unfortunately, the place you were flying from and to did not have many scheduled flights. I have a lot of sympathy for you having been in a similar situation trying to get from VA to Tucson for a funeral. My only advice is, if you have to get somewhere use an airline that has multiple (the more the better) flights going where you want to be. That way if a cancellation occurs, you have a good chance at getting on the next flight.
Posted by familytravel on 2007-03-04:
I'm really sorry about the bad experience. I know the lady may have been rude at check-in, but she did appologize to you. Sometimes airports are loud and it IS hard to hear, so it's good that she came up to you. I too recommend checking on the airlines website to make sure that you would have other flights after the one you are on, just in case. In terms of the shuttle, I have had a similar experience. I too had a cancelled flight (with American I believe) and I was told that I would have to take a shuttle to a different airport. I had the money, but I decided that really I shouldn't have to pay the money for transfering because the airline cancellation was caused by the airline for technical issues with computers, not weather or mechanical related. I explained this to customer service and they actually gave me a free shuttle over to the other airport. If this ever happens to you again I would try that. Good luck!
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