US Airways Complaint - Purchase a new ticket!?, It's Canceled!?, My luggage Didn't Make It!? Oh My!
HUNTSVILLE, ALABAMA -- Our flight from Huntsville Alabama to Nassau Bahamas was booked on Feb 16’ 05, with the plan of being married before we went, we booked it in the name that I was supposed to have after the marriage; well plans changed the day after. We knew that it took Boeing Travel 24 hours to process our tickets, and upon receiving our confirmation information we called the US Airways customer service Feb 18' 05, and told the representative of the situation at hand. She said don't worry this happens all the time, just bring your license that verifies that your name is in fact Brandy ***** and not Brandy *****. My fiance and I were both on the phone and we asked TWICE if all we needed was a DRIVERS LICENSE with the name on it and she answered YES, BOTH TIMES. I called the day before just to make sure and sure enough we were told the opposite of what was originally told to us. In the representatives notes she did not specify what license she told us to have. Obviously if we were told that we needed a marriage license we would've gotten this well in advance as we booked our tickets in February and our vacation was in April. The supervisor at the customer service department was worse than the representative. She made comments like "how do you plan on getting married in the Bahamas with out a marriage license," (F.Y.I. you cant use a US marriage license in the Bahamas, in fact you can only use a marriage license from the actual state that you get it in.) After this, we decided to go to the airport and talk face to face with them. The supervisor at the Huntsville ticket counter (who goes by the name of Richard) said "ya know, what are ya gonna do... nothing... and you want to know why we do it, because we can; If you want to go somewhere you will always come back." A supervisor of all people should NEVER say something like that to a customer; he is a direct representation of the company. Ultimately we had to purchase another ticket with the correct name on it for $1145.15 the night before we were set to leave, when we arrive at the airport at 515AM our flight was delayed by 3 hours and 5 minutes, and our itinerary was changed by a representative at the gate and instead of getting the itinerary that I paid for the night before ($1145.15) we got the itinerary that I could've purchased the same night for $547.00. We get to Charlotte and had a 2 hr layover, which happens when you get a $547.00 itinerary. We finally fly into Ft. Lauderdale and our flight is cancelled. So we had to drive 30 min to Miami for our flight, and finally arrived in Nassau at 830pm. (What makes this even worse is that my sister was meeting us in Nassau and she arrived without a problem through another airline and had to sit in the Nassau Airport for 8 Hours.
Returning from Nassau, our flight is 40 min late in getting us to our destination, making us RUN to our gate and our luggage didn't make it, so now everything we have is in Charlotte.
The most angering thing beyond the messed up flights is that their represenative gave us the wrong information and caused us to be out money that we didn't have. We actually had to come back early because we couldn't afford the hotel.
Ps. I know that the Patriot Act is a big part of the problem that I exerienced with the name issue...but they need to look at the name of the person who purchased the ticket, and the person requesting the change. There will probably be many changes to the Patriot Act in the future; and rightly so, not everything is cut and dry.
WE FAXED A LETTER TO THE CONSUMER AFFAIRS DEPT. AT US AIRWAYS AND THE CORPORATE HOME OFFICE (NUMBERS AND ADRESSES PROVIDED BELOW) AND THIS IS THE ORIGINAL LETTER WRITTEN IN RESPONSE TO OURS.
Dear Mr. ********:
Thank you for taking the time to contact our office. I appreciate being given the opportunity to respond on behalf of US Airways.
The ticket that you purchased through ****** Travel was a nonrefundable ticket that did not allow for name changes. If your travel agency was notified of this error within the first 24 hours of booking, they could have refunded the nonrefundable ticket and issued you a new ticket in the correct name.
The misunderstanding our reservation agent caused and the Huntsville
supervisor's handling of your situation are both inexcusable. I have
voided your original ticket for $366.15 and I am refunding the ticket that was purchased in Huntsville on April 5 for $1,145.15. This refund will be processed by our Passenger Refund Department.
In reference to the delay of US Airways Express flight 2930, I apologize for any inconvenience that was caused. Although I am unable to comply with your request to adjust the cost of your ticket due to this delay, I am sending each of you a voucher that can be used to discount your next ticket purchases on US Airways. The vouchers are valid for one year and can be exchanged at any US Airways ticketing facility or travel agency.
Again, thank you for taking the time to contact our office.
Congratulations on your upcoming wedding. We look forward to welcoming you aboard your next flight.
Katharine M. Lang
US Airways Office of Consumer Affairs
Although we appreciate this beyond what words can express...we will never travel with US Airways again; in fact we will probably never fly again. We are taking a trip to Disney World in Florida and guess what...we are driving.
I hope this story helps and I hope everyone can get the justice that they deserve.
ALWAYS SEND CERTIFIED WHEN MAILING AND REQUEST A RETURN RECEIPT THAT SHOWS THE NAME OF THE PERSON THAT ACCEPTED YOUR LETTER.
Consumer Affairs 866-523-5333 (fax) 336-661-8031
2345 Crystal Drive
Arlington, VA 22227