US Airways Complaint - Wrong Advice That I'm Paying For
WASHINGTON, DISTRICT OF COLUMBIA -- I booked a flight from DCA to FLL with USAir. In the middle of the flight, I called USAir to change my return by one day. I talked with Roy, an outsourced reservation clerk in El Salvador, who assured me twice that there would be no fee attached to changing my return flight. I would have to buy the new leg and take a credit for the previously purchased leg. Roy told me the credit could only be used by me for an identical itinerary. I asked him again if there was a fee and he said NO. He proceeded to rebook me.
In trying to use the credit, I am told there is a $100 fee, a fee Roy assured me would not be applied. The agent in El Salvador checked with her supervisor, Roy, who said the fee would have to be applied. In an email from D. Cannon-Bush with USAir customer services, she skirted the issue that their agent either was wrong or lied and recited USAir policy that the fee would apply. If USAir had given me the correct advice that there was a $100 fee associated with this change, I would not have made the change.
I don't know if Roy was just poorly trained by USAir or if he was trained to lie in order to make a sale, but I find the lack of care for its customers to allow an agent to provide the wrong advice and not take responsibility for it inexcusable.
This may be way USAir is in financial trouble. If they would have accepted my full voucher, I would have booked a flight on USAir rather than go to a competitor whose flight for this route was much cheaper.
BTW, I was on a Southwest flight last summer that was delayed 2.5 hrs on the runway due to weather. They sent everyone on that plan a $60 credit voucher for a future flight telling us that although they don't control the weather, they do control how they feel about their customers. I'm a loyal Southwest flight. This may be why they are the only airline making money.