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America West Complaint - Poor service - poor customer service
poor customer service - Complaint
PHOENIX, ARIZONA -- This is a complaint in regard to a trip I took using America West Airlines.
On May 10th, 2003 I took flight 765 from JFK (NYC) to Phoenix. That
morning I called the Airline, to confirm the flight, and was told that everything
was scheduled to take off on time. I got up that morning at 4:00 am, to insure
that there would be no problem in taking the flight and going through security.
While on route, America West called me on my cell phone, to inform me that my connecting flight # 6104 from Phoenix to Palm Springs, CA was cancelled.
Obviously, I did not receive the message until after I arrived in Phoenix, since I could not have my cell phone turned on once we were air bound. I discovered that my flight was cancelled only after we landed in Phoenix and I began looking for my gate number on the monitor.
I spoke to someone at the customer service desk in Phoenix, Jon, (at the A gate) who put me on Flight 6110, which left me stranded at the airport for over 3 hours. I asked
him for an earlier flight and he said that he couldn’t help me and that I
should call the 800 number.
I called the 800 number and spoke to a woman who not only appeared to be new and uninformed, but she was apparently ill trained. I asked for a supervisor and spoke to
Sherry. Sherry was rude and did not appear to be concerned that I was upset.
She advised me that this happens all the time and told me that I was lucky that I was
able to get booked on the next flight out. I asked her if she could put me on a competitor’s flight as stated in their Customer’s First plan and she told me that she will not give America West customers away to another carrier. I asked her the
reason for the cancellation and she told me that it was due to maintenance problems.
When I asked her why I wasn’t notified sooner, so that I could make other arrangements
for that day, she was unable to answer me. I asked her for a partial rebate or refund for my inconvenience, as I no longer intend on taking another America West Flight again.
She replied that, that would not be possible but that she would send me a future discount plus voucher that would prorate my next flight with America West. When I told her
again that I no longer care to do business with America West, she basically told
me to take it or leave it – even when I told her that this is not what I wanted. I still do not intend to take America West and if and when I receive this voucher, I will give it away or throw it away.
I had this very same experience on May 18th, 2002 when I took a flight to Las
Vegas. At that time I had an 8:00 am flight and wound up leaving at 6:00 pm. I received a $300 voucher. That was the only reason I took America West this time. But I
will NEVER take America West again.
On either occasion I don’t believe there was a maintenance problem at all. I believe that due to financial problems and the fact that fewer people are traveling, the flights were cancelled because they could not be filled and that there was little regard for passengers comfort and sanity. Also, if in both instances (2002 and 2003), if there actually had been maintenance problems and I was lucky enough to be scheduled for both of those flights, then that tells me that the fleet is old and I still do not want to fly America West.
I will never forget the insensitive supervisor (Sherry) with whom I spoke. She noted my account, because I asked for a lunch voucher, which she arranged for me – she didn’t even offer me that much ! (That would be a $5.00 –FIVE Dollars- lunch voucher, which did not even cover lunch at Burger King). I am extremely disappointed with America West and would not recommend this airline to anyone !
On May 10th, 2003 I took flight 765 from JFK (NYC) to Phoenix. That
morning I called the Airline, to confirm the flight, and was told that everything
was scheduled to take off on time. I got up that morning at 4:00 am, to insure
that there would be no problem in taking the flight and going through security.
While on route, America West called me on my cell phone, to inform me that my connecting flight # 6104 from Phoenix to Palm Springs, CA was cancelled.
Obviously, I did not receive the message until after I arrived in Phoenix, since I could not have my cell phone turned on once we were air bound. I discovered that my flight was cancelled only after we landed in Phoenix and I began looking for my gate number on the monitor.
I spoke to someone at the customer service desk in Phoenix, Jon, (at the A gate) who put me on Flight 6110, which left me stranded at the airport for over 3 hours. I asked
him for an earlier flight and he said that he couldn’t help me and that I
should call the 800 number.
I called the 800 number and spoke to a woman who not only appeared to be new and uninformed, but she was apparently ill trained. I asked for a supervisor and spoke to
Sherry. Sherry was rude and did not appear to be concerned that I was upset.
She advised me that this happens all the time and told me that I was lucky that I was
able to get booked on the next flight out. I asked her if she could put me on a competitor’s flight as stated in their Customer’s First plan and she told me that she will not give America West customers away to another carrier. I asked her the
reason for the cancellation and she told me that it was due to maintenance problems.
When I asked her why I wasn’t notified sooner, so that I could make other arrangements
for that day, she was unable to answer me. I asked her for a partial rebate or refund for my inconvenience, as I no longer intend on taking another America West Flight again.
She replied that, that would not be possible but that she would send me a future discount plus voucher that would prorate my next flight with America West. When I told her
again that I no longer care to do business with America West, she basically told
me to take it or leave it – even when I told her that this is not what I wanted. I still do not intend to take America West and if and when I receive this voucher, I will give it away or throw it away.
I had this very same experience on May 18th, 2002 when I took a flight to Las
Vegas. At that time I had an 8:00 am flight and wound up leaving at 6:00 pm. I received a $300 voucher. That was the only reason I took America West this time. But I
will NEVER take America West again.
On either occasion I don’t believe there was a maintenance problem at all. I believe that due to financial problems and the fact that fewer people are traveling, the flights were cancelled because they could not be filled and that there was little regard for passengers comfort and sanity. Also, if in both instances (2002 and 2003), if there actually had been maintenance problems and I was lucky enough to be scheduled for both of those flights, then that tells me that the fleet is old and I still do not want to fly America West.
I will never forget the insensitive supervisor (Sherry) with whom I spoke. She noted my account, because I asked for a lunch voucher, which she arranged for me – she didn’t even offer me that much ! (That would be a $5.00 –FIVE Dollars- lunch voucher, which did not even cover lunch at Burger King). I am extremely disappointed with America West and would not recommend this airline to anyone !
Comments:
Posted by Anonymous on 2003-11-10:
This kind of thing happens all the time and is not America West's problem. Get over it and be lucky they gave you anything, you freak.
Posted by Anonymous on 2003-11-11:
Gee, that sounds like a moronic comment from someone who works for an airline. Almost the identical thing happened to me with American Airlines, and they worked hard to get me back home even though it meant booking me first class.
Posted by carrier quals on 2005-07-14:
my wife called America West for price qoutes for a berevement flight,her mother died. They gave her a quote, she checked other airlines for prices.#1 She called Amer. West to purchase tickets.She was told the price was $200. higher than the 1st quote and it was firm. She needed to get to Oklahoma so she purchased the tickets.#2 we checked in at the ticket counter, the agent checked our tickets and said we were all set.We were almost to the gate which was a long way from the ticket counter,I was paged to return to the counter, I got back to the counter and saw our baggage set aside.I asked why I was called back the agent said I left before she put the tags on the baggage. I told her she said we were all set, she called security, her supervisor told her to put the tags on the bags, the supervisor told security that they weren't needed.#3 On the plane the captain said we were freto remove our seat belts and move about the cabin, I got up to go to the rest room, one of thed flight attendents told me I couldn't get out of my seat that the seat belt light was on I told him what the captain said he said to return to my seat. As I sat down other people were moving about the cabin.#4when they served coffee my wife was asked if she wanted cream and sugar, she said yes.
When she was served she asked if she could have artificial sweetener instead.The attendent said well"yuo asked for sugar and he had a real angry expression on his face. I almost came out of my seat and light into the guy, no one talks to my wife that way. Then I remebered they can call security and have you arrested when the plane lands. It seems America West staff can be rude and have security protect them. I will NEVER fly Amer. West again.
When she was served she asked if she could have artificial sweetener instead.The attendent said well"yuo asked for sugar and he had a real angry expression on his face. I almost came out of my seat and light into the guy, no one talks to my wife that way. Then I remebered they can call security and have you arrested when the plane lands. It seems America West staff can be rude and have security protect them. I will NEVER fly Amer. West again.
Posted by ladylove on 2007-05-29:
America west/ US Airways. I feel the same way you do, and I don't blame you, they suck. different name same service. thinks for the review it really helps, I have to stop going places without looking at my3cents.
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