US Airways Informative - Bait and Switch by US Airways---A Ghetto Operation
FT. LAUDERDALE, FLORIDA -- I booked direct flight Business class travel on US Airways for a round
trip from Ft. Lauderdale (FLL) to Stockholm, Sweden, for July 5, 2007 and returning approx. 10 days later. I was originally scheduled to fly to Stockholm on US Airways flt 0718 and then change to flt. 0752 in Philly. Upon my arrival at FLL on the morning of July 5, 2007, I was told that I had been shifted to one of US Airways' partners, Continental Airlines and that I was to check in with that airline. I proceeded to the Continental counter and was told at the Continental gate I was told that there was no Business class seating available for the flight from FLL to EWR (not Philly, as originally scheduled with US Airways), and that I would have to fly Coach. With no options available, I did so. Once in Newark, I was informed that, in order to fly Business class from Newark to Stockholm, I had to fly one plane to Amsterdam, change planes, and take another plane to Stockholm. Keep in mind that I had paid US Airways for Business passage/direct travel with no stops. I was forced to take one plane from Newark to Amsterdam, change planes in Amsterdam and take another plane to Stockholm.
On the trip back from Stockholm to Ft. Lauderdale, I rode in US Airways planes best described as "ghetto-looking" with bad food and old looking tv monitors. The person sitting next to me commented on how shoddy and horrible the food and plane were.
I attempted to contact US Airways after my return in order to be compensated for the Business class direct flights I did NOT get and I got the royal runaround. I first emailed their Customer Relations Section, which should be shut down, and was emailed the following by a customer service rep:
Thank you for contacting Customer Relations at US Airways. We appreciate
and welcome all inquiries, concerns, and compliments.
Since your ticket is on Delta ticket stock, it is necessary to refer you
to Delta Customer Relations 1-800-221-1212.
Your conf code is XXXXXX, and ticket number is:
We appreciate and value your business and look forward to serving you on
a future US Airways flight.
HOWEVER, I HAD NEVER EVEN LOOKED AT A DELTA PLANE DURING THIS WHOLE ORDEAL, MUCH LESS RODE IN ONE!!!
I contacted Delta and, yes, you guessed it, I was told that Delta would/could do nothing for me since this had nothing to do with their airline. The Delta rep stated that travel agencies (in my case, Expedia) somehow buy stock tickets from other airlines in order to get the cheapest tickets for other airlines. (I still have not figured this out!) The problem with that is obvious: in the case of a customer complaint, the airlines are able to give the customer the runaround to different airlines with the claim that they are not to blame for the problem. This is what Delta AND US Airways did to me. The Delta rep told me that, in the future, I should deal directly with the airlines and not with travel agencies when purchasing airline tickets. I was told to also determine from whose TICKET Stock my ticket is being purchased so as to be able to properly direct complaints.
US Airways, when I made phone calls to them, shifted me around to different entities of the same company. I even got shifted to a customer relations rep in the Philippines (I found this out by asking) who told me that in order to properly direct my call he would have to "...probe me some questions..." I finally told him that he would NOT be probing anything on me and to let me speak to someone with a better command of English. He put me on with a supervisor who passed me on to someone else who told me that they would have to pass me on to someone else. I ended up calling a number in Tempe, AZ where I was on hold for a while. I finally hung up and resolve to do the following: to NEVER EVER EVER book passage or accept passage on any of US Airways' ghetto looking planes again and to never utilize Expedia for airline travel. I have had trouble before with Expedia and they are a garbage company who can do nothing but take your money and charge you for every little thing without giving you any kind of service in the event that they screw up royally.