US Airways Complaint - Terrible Service From US Air
PHILADELPHIA, PENNSYLVANIA -- Original return trip from St. Maartin on 7/26/08 to DFW through Philadelphia. Departing at 2:50 PM arriving at DFW at 11:46 pm.
US Air flight # 1036, T.O. Saint Maartin 2:50 pm, arrive Philadelphia 7:19 pm
We arrive at Airport at 12:00 pm as instructed by US Air for International flight.
At approximately 1:50- 2:00 pm started boarding flight- about 30 min early?
At about 2:15 & everyone was boarded we were told that we were waiting on a few passengers who had left the gate area probably because boarding time was 2:20.
2:45 still waiting on these missing passengers?
3:00 still waiting, captain over loud speaker explained that they must have went online & US Air showed our flight as 2 hours late because original incoming aircraft from Philadelphia had mech. problems, returned to gate and was switched out. He said there was a Charlotte fight departing about 2:45 and those people were bumped & we were given their plane.??? The other plane would not be arriving until approximately 5:00 pm. Problem now is the missing passengers have already checked in and have luggage on board and being an International flight we can’t leave without them unless we remove their luggage. As far as I know no luggage was ever removed and no one else boarded the plane.
Approximately 3:45 we took off. Captain then explained that we were going to Philadelphia after a stop over in Charlotte to change crews and refuel. What the heck is going on!!!
This is a 3 ½ to 4 hour flight and we were told that on returning flights there are no snack boxes, sandwiches etc. They did have 3-5 boxes left over from arriving flight which were given to first class passengers. We would not be allowed off the plane in Charlotte because we needed to clear customs.
You would think competent people might arrange to have the pantry restocked while they are refueling and changing crews. Flight crew updated connecting flights and for the most part assured us we would all be on our way home maybe on a different flight that evening. Other than that the crew seemed most interested in selling your duty free stuff which were well stocked even on returning flights and getting people to sign up for US Air Credit cards. We were not able to enjoy the movie “21” due to repeated interruptions by the male flight attendant hawking these items over the P.A.
About 7:15 landed in Charlotte and sat on the ground about 1 hour, took off for Philadelphia about 8:15 pm. The new crew was very short with passengers and just over all not friendly or helpful.
They explained since plane had not been restocked they would not be running the beverage cart, but, and I quote “ If anyone absolutely has to have something to drink press your call light and we will see what we can do” The flight attendant nearest us sat in his jump seat most of the flight. Near the end of this flight after no information or updates on connecting flights had been given we asked and were told first by the flight attendant and then by the captain that we would have to find out at the gate after clearing customs.
Landed little after 9:00 pm, picked up our luggage and discovered one of our large suitcases had been ruined. it appeared to have been crushed ruining the frame and now the wheels point different directions and the built in metal support across the back is hanging off. It now has to be carried as it no longer will roll, Thank God for the 50 lb. rule.
After clearing customs we were met at the ticket area by US Air reps who were very nice and gave us our new boarding passes for a 7:30 flight the next morning. It is now around 9:45 PM. she handed me several slips stapled together and thumbed thru them confirming there were 4 boarding passes, food vouchers and hotel voucher. We were then instructed to meet the Sheraton shuttle and to hurry as their restaurant would close by 10:00. We rushed quite aways (dragging the broken suitcase) ground transportation and just missed the shuttle. We had already been told it would come back every 20 minutes or so.
While we waited I looked thru the vouchers and discovered there were only 3 instead of 4. I rushed all the way back, had to go thru long explanation with a security agent & his supervisor to regain access to the international area. I was told by the US Air rep I would have to get my boarding pass at the gate the next morning. I requested they look thru there stack one more time and sure enough there was the missing boarding pass and vouchers. I rushed all the way back to ground transportation and we had missed the next couple shuttles but the driver assured my wife he would return for us which he did & all seemed to be looking up. It is now about 10:30 but the hotel is only a few minutes away.
We arrived in the hotel lobby at about 10:40 pm with our luggage in tow (no bellhops to assist) and were told restaurant closed at 11:00. My wife hurried off with our 4 vouchers to order us a sandwich while I got in line at check in desk. When I finally got to the clerk I was told the driver had dropped us at the wrong Sheraton. I was told we would have to take all of our luggage and walk across a parking lot to another Sheraton. The shuttle driver walked in about now and I told him he had taken us to the wrong hotel, he debated with the clerk back and forth blaming each other and he left. (he was off duty now). The clerk explained to me there was nothing she could do as they had no rooms and as far as getting the luggage to the other hotel she didn’t know what to tell me. I pulled the luggage cart into the restaurant and parked it next to our table. Even though the restaurant is now closed we have ordered and our sandwiches were being prepared.
Because of the constant mistakes of the day my wife decided to walk to the other Sheraton and at least get us checked in while we waited on our food. About the time our food arrived she returned and informed me that they originally said they also had no rooms either and only after arguing with them were they able to come up with 1 room with 2 double beds. We were traveling with our 2 nearly grown sons (19 & 15) and had two room vouchers. Both boys and myself are over 6 foot and over 225 lbs. One of hotel vouchers was not honored.We finished eating about 11:30 and the bill for 4 sandwiches, chips and soft drinks (no alcohol) was 77.04 and with 20% tip came to 93.04. Our 4 meal vouchers from US Air = 40.00.
We now left and walked across the parking lot in a strange town at almost midnight carrying and dragging suitcases etc. from a weeklong trip for four adults and went to bed. One son had to sleep on the floor.
We were in bed by 12:30 am exhausted and we had to be up at 4:30 am to catch the 5:40 am shuttle to catch the 7:30 am flight.
At the airport and checked in by 6:30 am all looking good. Spent another 40-50 on breakfast at the airport. No vouchers.
At 7:05 boarding time gate agent explained we would board in just a moment that they were missing one flight attendant. This message was repeated a few times over next 30 minutes. At 7:35 departure time agent said attendant was checked in at the airport and on her way to the gate. This was repeated a couple more times for next 20-30 minutes. At around 8 said they had located attendant and she was
not at the airport but about 45 minutes away???? We were finally boarded by attendants not assigned to our flight waiting on this one to arrive around 9:00. When the attendant did arrive she said it was her day off and US Air had asked her to come in for this awol attendant. We finally took off I believe around 9:30. Also during the entire trip we had to keep rearranging our scheduled transportation back home.
We finally arrived at DFW right at 24 hours after we arrived at the airport for 2 flights with a combined flight time of about 6-7 hours.
Tuesday morning 7-29 at 11:15 I called the customer service # (1-800-428-4322) listed on our confirmation. I first spoke to Sandy who said the only way to file a complaint is to go online to your website. I asked what would I do if I did not have access to the internet? Sandy repeated the previous statement. Up until now I have kept my temper and have been polite to every person I have dealt with but I am now out of patience with US Air. I then explained to her that I did not wish to go online that I called the # US Air provided me for customer service and now that they were on the line I wished to speak with a human. I asked that she transfer me to a supervisor rather than arguing with her. Before she could transfer me she needed our confirmation info which she confirmed a few times and then asked the nature of my complaint. Finally she transferred me to Supervisor Jay.
I started explaining why I was unhappy and Jay stopped me about half way thru and said he couldn’t help me and again said I had to go online to file a complaint. I told him I did not wish to go on line and what would I do if internet service was not available? He then offered me a phone # to another US Air customer service. 866-523-5333. I now asked him why it took 20 minutes for anyone to offer that #. Sandy should have done that in the first minute of the call when she was telling me my only option was to go online.
I called this # and it went to an automated message saying “due to high call volume US Air will not be able to take my call and please visit our website and fill out a form. Now I know why they didn’t give me the #, because no one answers it.
So here I am online where I did not wish to be and I am completely put out with US Air and it’s policies. Your company is no where near as good as it used to be. And I still would like to talk to a human.
This was submitted and confirmed electronically 7/29/08
8/15/08 11:00 am resubmitted
Have never heard from US Air. Tried calling again and was told the only people I can talk to at US Air are the reservation clerks and the lost baggage people. Neither of these could help me.