US Airways Complaint - US Airways Nightmare
PHILADELPHIA, PENNSYLVANIA -- I will describe in the detail the nightmare I experienced with US Airways just recently.
On August 16, 2008, I booked my flight to Miami with US Airways. On November 16, 2008 I received Schedule Change Notification email regarding a change to my itinerary. Instead of departing from Philadelphia on 12/28/08 at 7:40 AM and arriving to Miami 12/28/08 at 10:46 AM, my departure time from Philadelphia was changed to 12:15 PM and arriving time to Miami - to 3:03 PM.
I called and explained to the representative (her name was Audrey) that this change cannot be accepted, because I have to be at Miami airport preferably by 12 PM: my cruise ship will be leaving Port of Miami 12/28/2008 at 4:00 PM sharp and I’ve been instructed to be at the cruise terminal on time in order to go through the appropriate pre-cruse procedures.
Audrey said that she is sorry, that all earlier flights are full and there is nothing she can do. I was in disbelief. I started to complain about how I booked it in advance, and about such short notice and how hard it is going to get good ticket price now, at this time of the year, and the terrible inconvenience, etc. She asked me to hold. After I had been on hold for several minutes, Audrey came on the line only to confirm that there are no earliest flights available for me, unless I’d like to fly to Miami a week earlier (?!.).
Then I was on hold again. When Audrey was back, she informed me that my options are the same. If they are not for me, she said she can process the refund.
I asked Audrey to let me speak to her supervisor and received the following response: “You are going to hear the same from her.” I insisted. After being on hold, I heard supervisor to come on line to only tell me that this particular flight was taken out of the roster, to say that I don’t want to understand that she could not help me and to repeat all the same I previously heard from Audrey.
Needless to say, I was quite frustrated. I basically was given no other option, but to request a refund, which I reluctantly did.
This call took place between 12:20 PM and 12:50 PM. At 1:00 PM I had a meeting to attend to. When I came back from the meeting, I started to look for the new ticked online. Right away I saw US Airways flight departing Philadelphia at about the same time as my previously booked flight and arriving to Fort Lauderdale instead of Miami at about the same time as my previously booked one. I realized that I was entitled to be given such an option. I was entitled to hear the nearby airport names, approximate distance between them & original one, flight schedules to those nearby airports, maybe even help with the arranging flight with another airline.
I immediately called US Airways customer service, was put on hold again and again was told that there is nothing they can do to help me, since request for my refund was already in processing.
It was outrageous experience, which made me feel helpless, tricked, used and abused. I’m sure I was not the only one.
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