US Airways Complaint - US Airways has disgruntled, incompetent employees
US Airways, Oct 15th 2009, 6:10AM flight from Reno NV, to Phoenix, AZ. continuing to Guadalajara, Mexico.
I arrived at at the ticket counter at 4:55 am to 2 different lines of people. One was international and mostly people getting checked in and ticketed for Mexico. This would understandably take longer than domestic as the checkers were dealing with passports ect..., but that line had 20 +/- people and was moving VERY slowly. The domestic line was moving faster and never had more than 4-8 people there at once. I was flying non rev and was told that I could not be issued a ticket until all of the other passengers had been cleared. Understandable. So I waited with 8 other non revers to the side of the counter. During that time, I witnessed the counter person (later identified as the Supervisor) throwing bags AS HARD AS SHE COULD against the back of the conveyor belt, while being uncommunicative and spiteful with passengers. I did not see a single passenger who checked in with her leave the counter happy. When the line had cleared, I approached her counter and asked if I could change my 9:30 listing to the 6:10 flight (it was now 5:45. Note: there was never more that 8 people in her line at once.) and she informed me that the ENTIRE line needed to be cleared, meaning the international line which was seemingly immobile. She then started working with the other gentleman on the international line and it started moving a little. During this time, a man, woman and toddler (who were now standing in the domestic line, and had been since before I got there) had been told to wait for her to "get to them" after she helped to clear the international line, which they did patiently. It was now 5:55. As soon as the international line was finally cleared, the gentleman who was working the international line looks to the family and says, "we're going to schedule you for a different flight". At that time both the man and the woman (who had been waiting patiently) erupted in disagreement saying, "We got here at 4:30...we booked this trip 8 months ago!...we're will miss all of our connections..." at which the gentleman at the counter said "Not my problem...talk to my supervisor!" (who was the angry woman standing beside him, violently throwing bags). She picked up the phone, and then hung it up, looked at them and said "its just too late to board the plane". It was 6:00 AM. While the family was having a meltdown, and the counter people were being unresponsive to that meltdown, I stepped up and checked in for the 9:30 flight and went to the gate. The gate was still open, but closing. After the plane left, I asked the gate personnel, "How many available seats were on the plane that just left for Phoenix?". The reply: "Over 20". OVER 20! The reason over 10 people missed that flight (as well as all of their connecting flights) was none other than the incompetence of the counter/bag personnel. Its no wonder US Airways ranks #1 in customer complaints. If American Capitalism works the way it is supposed to, hopefully, US Airways will go the way of Braniff and Eastern and rot along with the other companies who forgot the reason they were ever profitable in the first place: The Consumer.