US Airways Informative - Appalling Treatment & Staff-Deceitful Business
My new husband and I had an absolute nightmare experience dealing with US Airways. We left for Las Vegas for a short wedding weekend and flew out on American with NO problems...they were wonderful. When returning, we unfortunately were flying US Airways. We had no clue how horrible of an experience we would be dealt and the lack of respect or concern on the part of the airline was beyond appalling.
We arrived at the Las Vegas airport 3 hours prior to our flight and were the second and third persons to check in and get to the gate. We were told the flight was overbooked by several people and offered first class seats if we transferred to the later flight, leaving at 7PM. Since the later flight was direct we would have made it home sooner than the one with the layonver so we said we would be glad to do that and were told to confirm an hour prior to departure. When we went to confirm, a VERY rude and snide male with dark, scruffy facial hair (I only give this description b/c I didn't get his name); told us there was no way he would be putting us in first class on any flight and this one was not overbooked. He made it sound as though we had asked for the transfer when in fact they had asked us! Obviously, someone at US Air thought lying and misleading us was okay, and he felt comfortable treating us like second class citizens.
When we finally boarded the plane, we walked to the back and the flight was full. My assigned seat was being occupied by another person who did not budge or blink an eye when I told the flight attendant about the error. The flight attendant had no problem moving me to the last row and seating me next to strangers even though I had a RESERVED seat that was paid for, next to my brand new spouse. She did not even ask to check the man's ticket who was in my seat and did not give one single thought to honoring what we had PAID for and purchased! Meanwhile the man and his girlfriend made out the entire flight and relished in their new seats next to each other. The unprofessionalism on the part of the airline was over the top.
Now the story gets even better (insert sarcasm). We pulled out onto the runway...(each of us seated apart), when the pilot said "we are number 45 in line to leave". What??? Turns out there was only one lane open for the planes at the airport. The flight itself was horrendous with many passengers certain it was going to crash-an obviously untrained pilot that added physical terror to the emotional battering we were already experiencing.
By the time we landed in Phoenix our connecting flight was in the final stages of the boarding call...on the OTHER side of the airport. Again, the attendants did not even consider rising to the occasion and no priority was given to those on the plane to depart first if they had a connecting flight. They even commented on the overhead that many would be missing their connections. Of course, they did not offer an apology for this. We ran to the gate and got there just as they were closing the door. We were told we would be separated again and they were going to check our bags and that's just how it was. We said "NO" because everything up to this point was at the fault and inconsideration of the airline and it's staff. We were certainly not going to give them the opportunity to screw up another matter.
When we walked down the jetway leading to the plane yet another rude staff member promptly told us our luggage had to be checked and began taking my husbands luggage out of his hand. I told her (an African/Jamaican woman with a thick accent) that we were not checking our luggage as it was the airlines fault we were late and mistreated up until this point. I got on the plane and was physically shaking with a red face and almost in tears because of the flight attendants we had already encountered. At this point I was offered a glass of water and the first decent gentleman attendant said he would make room for the bags...which he did. I was back on the jetway waiting with my spouse when the woman took my husbands luggage from his hand, handed it to the man on the ground and said "IT WILL BE CHECKED"!! Right after, the male flight attendant came and asked for our luggage to which we told him she had taken it anyway and had completely disregarded our wishes and his statement that he had made room. She did not care at all and continued giving an ugly look with a sense of satisfaction that her mission had been accomplished...and that was the last straw.
When I sat in my AGAIN newly appointed seat on the last row, I was placed next to a gentleman with horrible body odor and a woman who was sick with the flu. The point again is that I was never to be in this seat placement anyway. When we finally arrived in DFW after midnight, my husband's luggage was the last bag off even though it was the last one put under the plane so abruptly. Not one apology was made during the entire course of our experience with US Airways and not one individual cared that we had been misled, given false information, had our money virtually stolen and our honeymoon trip home absolutely ruined. These are experiences I wish upon no one.
FROM MY NOTE TO US AIRWAYS: I am an avid flier and have NEVER witnessed anything of this magnitude. While you may think we do not matter and our business is small in comparison to how many customers you have, we will do our part in informing everyone we know not to ever utilize this airline. A repsonse acknowledging the many errors and rude treatment given would be appreciated as well as a refund or something this airline deems appropriate for the situation. The response we receive will be taken into play as far as our next step goes. We will not stop here if nothing is done and the company where we purchased our tickets from will also be notified.
You can contact us at the phone number or the address provided. We hope this matter will be given serious attention. Please note that with the state of our economy the way it is, one would think a company would be concerned with their reputation and ability to maintain customer care and retention. How sad it is that so many businesses operating under a model of integrity are failing while a company with such poor service and rude employees is still surviving. What a terrible shame.
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