Friday, November 11, 2005

US Airways Sucks

Plain and simple. I met the CEO on a flight a few months back when he was dealing with all the BS, and he seemed like a nice guy, but our experience with them over the past few hours leaves no doubt that they just don't get it.

Kristie bought a couple of tickets on US Airways for us to go to her friend's wedding and we ended up changing flights and cancelling those tickets. So now I need to fly to DC and we just wanted to use the credit (about $600 less change fees) to buy the new ticket. On the phone with Orbitz, they wanted $130 change fee per ticket. We were just trying to buy the new ticket. They decided to release the ticket to US Airways, so we got on the phone with them. I am a gold member with US Airways, so there should not have been any problems really - seems straightforward right?

We just spent the last hour on the phone with them, most recently speaking with Hernalyn (ID #2HS), supposedly a supervisor in their customer service department. She seems to think that there is no one above her in that department, so she has the final say for the entire airline regarding their policy.

Here is the deal: The original trip we wanted credit on was booked for Kristie and I as 2 tickets. Kristie merely wanted to apply the credit from the money she spent on them to the purchase of my new flight, but they would only let us re-issue the one ticket that was made in my name and would not apply the credit from the other ticket. This would mean she was stuck with that credit for her prior ticket because she has no plans for any other travel which would use this. Regardless, to us it is very simple, we have a credit with the airline for tickets that were cancelled and we want to use it.

To them, this one transaction, on one credit card does not equal one credit, but 2 cancelled tickets that can only be used for 2 more tickets in the names of each people. So if Kristie and I were to break up (we're not) this would mean she would never be able to use the credit for the tickets. This is a silly policy and it is anti-consumer, perhaps even reason for a lawsuit.

At least now I understand why they are in bankruptcy and having such difficulty, apparently US Airways sucks so badly at understanding CUSTOMER SERVICE that they forget who the customer is and who they are supposed to be servicing. Why is it that most major corporations have customer service departments that are designed to frustrate their customers and prevent them from getting the monies they rightly deserve. I won't get into the problems we had with Cingular here, but it really does show why corporations are perceived in such a bad light and why customer service reps are getting a reputation that is actually lower than that of a used car salesman.

BTW - Hernalyn did not care that we were not satisifed at the end of the call, she did not care if we blogged about this to the world, she did not care if we ever flew US Airways again and she did not care if we influenced the businesses with which we were involved to never use US Airways either. In short, they don't care about keeping their customers in the customer service department, even though a large portion of their marketing budget is spent on keeping customers happy. So one phone call with a $20/hour supervisor ends up costing them a couple of thousand dollars a year from our lost business and even more from those people we know.

Not very smart. I predict they won't be around very much longer, so that gold status I have in the frequent flyer program means nothing. I guess I will just fly American or JetBlue now. So, if you are from US Airways and you are reading this, I have a goatse for you to look at...



199 Comments:

At Friday, November 11, 2005 1:26:00 PM, Anonymous Anonymous said...

I am here to look at goatse.

 
At Saturday, November 12, 2005 1:41:00 PM, Anonymous david said...

In a nutshell, that's why I always fly jetBlue. Great customer service, cheerful (without being obnoxiously so) staff, and their planes are clean too.

I was going to fly down to visit my folks in Florida and due to Wilma had to change the flights three times - no problem and never a charge.

 
At Friday, December 02, 2005 8:10:00 AM, Blogger Chris Heuer said...

Too funny - as an update, it seems that someone over at US Airways (probably Hernalyn, the sucky supposed supervisor we dealt with that provided horrible customer service) felt that the best way to deal with this issue was to personally insult me rather than deal with the issue properly. (she also did not realize we can delete comments other people make) Strangely enough I had left this alone for a while, but now I am going to pick up the torch again and let even more people now. She/He went as far as creating a new blog under the name PZ_log. Must have been created just for this because she (or whoever it was) does not have the balls to stand up and be responsible for their own words. I posted a screen shot of the user's new profile on Flickr http://www.flickr.com/photos/chrisheuer/69385525/

Guess this just goes back to my point that most people just don't understand how to properly present a point of view that is different to someone elses. Rather than dealing with the situation as a once valued customer who is now pissed off and trying to reason that the policy is a good one (its obviously not, so I dont suppose they could do that) she actually said to "stop crying like a little baby" because we "had bought the cheapest ticket and wanted to be treated like we had bought the most expensive". If you read the post this is not the point, this is not what we are mad about and the comment totally gives away the persons personal involvement in the matter.

The point is, take away the damn hundred bucks for the ticket (which really costs the airlines about $5 to rebook for the phone call) and let us use the money for the 2 tickets that were purchased by one person on one credit card to buy one new ticket.

 
At Friday, July 07, 2006 8:42:00 AM, Anonymous Anonymous said...

As a frequent flyer on all airlines since the late 80's, I just had the worst flying experience ever with US Airways and plan to begin spreading the "do not use" word as much as possible in hopes of putting them out of thier more than obvious misery ASAP!

Even using the words "customer service" in the same sentence with US Airways is just not right.

Leaving for a 10 day vacation with my 12 year old daughter out of Orlando with a connection at Washington Reagan, we were delayed about 2 hours prior to leaving as Washington Reagan was closed due to poor weather conditions. After circling for about 2 more hours upon reaching DC, we experienced an aborted landing attempt during a thunderstorm (Fun!) and were then diverted to Richmond where we ended up sitting on the tarmack for another 2 hours before going back to Washington Reagan once again.

Upon our arrival at about 3:30AM we were told by the agent that there are no rooms available and barely any conections the following day. When questioned, the gate agent said he didn't want to be here anymore that we did and preceeded to say "next" with total disregard for each passenger in line.

They then cleared the gate area of all stranded passengers and we were sent to the main terminal to spend the night on the marble floors until morning.

I plan to boycott US Airways and all associated travel partners and share this with as many professionals throughout my industry as possible.

I've also been considering having some "US Airways Sucks" t-shirts printed up so when I travel I wear them proudly in each airport.

Bankruptcy is was too easy for this $^%&* company!

 
At Monday, July 31, 2006 11:47:00 AM, Anonymous Anonymous said...

I just got home from a weekend vacation to the panhandle of Florida, which unfortunatley was completely messed up thanks to US Air and their crappy airline. I was flying BWI to charlotte to tallahassee friday evening and then the reverse comming home sunday evening, a standard weekend vacation. I'm like the rest of the population and work M-F 8-5 for a living hence why i was traveling over the weekend so I didn't have to take time off. This was a short vacation to visit my boyfriend who is stationed in Panama City for his birthday. Unfortunately due to US Airlines unability to follow through on getting you to your destination, I did not see my boyfriend on his birthday. He stayed in the hotel I had booked for us all by himself on his birthday while I stayed in Charlotte all by myself. It all started when the flight out of BWI was delayed from 7:35 to 9:15, not b/c of weather, but because of scheduled maintenance. They made an annoucement about the delay and told everyone go back out of the terminal (back to the other side of security) to wait at the desk to figure out what would happen since EVERYONE on the entire plane would be missing their connections. The two people working at the desk were slow and downright rude, the third person had left her line of 10 people just standing there b/c it was time for her break. They seemed to think everyone should just go tomorrow morning or afternoon instead, no big deal. Well if I wanted to get there SATURDAY I would have made my reservation for SATURDAY!! So then, my boyfriend is calling the 800 number and talking to some lady in Manila and I'm standing in the longest line ever. The lady at the desk is telling me go tommarrow morning and the foreigner on the phone is saying fly to charlotte b/c I will have 15 mintues to make the connection b/c the flight out of charlotte was also delayed. So I head back through security to the gate, where the US air guy there tells me I will be fine and didn't seem to get why I thought I would miss the flight (I think he had no idea what was going on). But somehow even though our plane arrived to BWI at 8:45, they didn't get us boarded and ready to take off until almost 10. My connecting flight was leaving from Charlotte at 11:13, and the flight from BWI to charlotte was scheduled to be in the air for just over an hour. Things were going to be close. I was in row 6 but asked the stewardess if i could be let off first, she told me that i was already in row 6, so that should be fast enough and she wasn't going to do anything to help. I then asked, once we had landed, if she could call my other flight, tell them I would be sprinting through the airport and to hold it for a minute or two, she infomed me they didn't have that communication. (which i think is a little BS). She also said they would hold the last flight of they day if they knew I was on my way. So then we finally get taxied to the gate and it takes the jetway driver 15 minutes to almost hook the thing up, but then had to get someone else to do it b/c he couldn't complete the task. (and I'm not exagerating, everyone on the plae was like 'what is the hold up! Let us off!')
So finally the slow people in first class get out of the way, I sprint the mile (charlotte airport is HUGE) to the gate of my next flight, to find the ground crew comming back into the airport and they inform me the plane just left. At this point, My exhausted, out of breath self breaks down, realizing I had been completely screwed and wasn't going to make it to my hotel in tallahasse or to celebrate my boyfriends birthday with him. I sulk, devistated and worn out from the whole commotion, to the US air help desk, where the guy tells me its not policy to hold planes (why did they tell me otherwise earlier and get my hopes up?? He gives me a hotel voucher, but says he's only doing it to be nice and a 5 dollar "breakfast" voucher... gee thanks! 5 whole dollars? I'm told to take the shuttle to the hotel, but he told me this at 11:30, the shuttles I come to find stop running at 11. So I had to cab it there and pay myself. I eventually make it to tallahassee the next day at 11:30 am. Hoping that this whole rediculous-ness is done, but I shoudld have known better since I was flying US Air home... Sunday evening, my flight was scheduled to leave at 7:30 getting to charlotte in time for my 9:30 connection.... needless to say there is another delay b/c of "maintenance" and my flight isn't scheduled to arrive in charlotte til 12:30, obvioulsy missing the connection again, by 3 hours. This time I choose to stay where I was (tallahassee), no sense going back to charlotte in the middle of the night. However, either way they earliest I can get to Baltimore is 11:30AM on Monday morning. Again they act like this isn't a big deal and issue me a hotel in tallahassee. But if i wanted to use another days worth of vacation, I would have booked my flight for Monday and hung out at the beach instead of driving the two hours to talahassee to catch the plane!!! At any rate, I have to use more vacation and call work at the last minute to tell them I can't make it. The point of this whole story is, the customer service at US Air was horrible. They held themselves completely unresponsible for the fact that I paid them good money to get me to my destination on the day I desired. Not get me there at their convience. Nobody seemed sympathetic or accomidating or that it was a huge favor to issue me a hotel in the cities they stranded me in. Everyone acted like it was out of their hands and "against company policy" to be helpful.

A tip for everyone... Do NOT fly US air! If I had been on Southwest NONE of this would of happened. In the 3 years i've been flying regularly (this was my first non southwest flight). I've never not gotten to my destination on the same day. There might have been a weather delay here or there. But this was completely UNEXCUSABLE and rediculous. They are a huge company and its absurd that they haven't figured out how to get people successfully to the city they have paid to go to. Beware if you fly US Air! From all this we did get a two hundred dollar voucher, for US Air. I'm not sure what I'm supposed to do with that, I'm definitely not chancing a further vacation on their airline, even if its free...

 
At Wednesday, August 02, 2006 9:40:00 PM, Anonymous Anonymous said...

I have one that tops them all. My father was in a very bad motercycle accident. I usually fly US air so I went online booked a ticket for the next day and flew out. Just getting there was a nightmare in it's self with the plane taking off late missing the connector and just rude people on the staff. But even still I was fine. So I get to my destenation go see my father who is in the ICU in serious condition. I booked to come back on a Thursday wich I had no Idea was going to happen with him. Well things did not work out with him quit as planned and Thursday rolled around and he was still in the ICU in serious but stable condition. The Doctor recomened that I should stay just a couple more days because my father was responding well to me being there. He said he would give me any paper work I would need and to call tha air line and they should move it for me. Wrong!!! I told them what was going on and they said that they do not do anything for that and it would cost me $495.00 to change my ticket to Sunday. I tried to explaine my situation agin and she said that was the policy and she could not change it. So I asked if there was a manager or somthing and she rudly said that no matter who I talked to it would not be changed. So I said that I can buy a one way ticket from another airline for cheaper and she said go ahead. So I simpliy asked her how it felt to be ripping somone off while there father was fighting for his life in the hospitle and her responce was to hang up on me. By the way I spent over $700.00 to buy the ticket last minute and was willind to pay a reasonable fee to change my ticket. I ended up buying a ticket from another company who gave me a big discount for my situation. So needless to say I will never gine US Air another dollar of my money and I am going to do evertyhing I can to tell everyone about my horrible experience and get as many people as possible to bouycot US Air. They can all go to hell as far as I am concerned.

 
At Friday, August 04, 2006 3:05:00 PM, Anonymous Anonymous said...

I just got off the phone with US Airways to cancel an award reservation. I knew a few weeks ago that I would probably be cancelling this trip, so I wanted to know how much they would want to rape me for when the time came. $75 bucks!!! Just to redeposit my miles back into my account. I spent the past few weeks giving thought as to whether or not I was willing to part with $75 to redeposit the miles back into my account, while knowing that the award program have made it next to impossible to use an aware ticket anymore. Reluctantly, I called today to cancel the reservation. During the cancellation, the agent (in India, of course) informed me that there would be a $100.00 CHARGE to redeposit the miles. I was floored! I could not believe my ears! After coming out of a state of shock, I informed the agent that I had called a few weeks ago and I was told the charge was $75. He didn't seem to care AT ALL! The only answer he would give was that the charge now is $100.00. Period, the end! I told him that was not an acceptable answer, and he just told me that it is going to have to be, because that is the charge. I didn't bother going the supervisor route, because I've been down that road before. They will say the same thing that the agent did, except you will probably have to wait on hold for a while before the supervisor answers the phone.
Someone mentioned in an earlier post that they would like to get some T-Shirts made up that say US Airways Sucks! I think that is a great idea, and I plan on doing just that. I, however will not limit wearing the shirt on flights, or in airports. I will wear them all the time. Thats right, them. I am going to have several made up.
I have flown Southwest many times, and I flew Jet Blue once. Both provided the exact experience that I would expect from an airline. The next time anyone needs to book air travel, I highly suggest checking with those airlines first, or even Airtran. But whatever you do, avoid US Airways!

 
At Wednesday, August 09, 2006 11:23:00 AM, Blogger David T said...

the degree to which they suck is astounding. check out my podcasted experience at www.catalogueofships.com. I'll gladly wear the shirt.

 
At Tuesday, August 29, 2006 2:37:00 PM, Anonymous Anonymous said...

I used to work for this crappy compay(no, I wasnt fired, I quit) This is the worst airline to fly or work for, they dont care about anyone, they get tons of complaints, give no service, dont care about employees at all, etc. etc. etc. Dont fly US Airways make them go away!!

 
At Friday, September 01, 2006 1:26:00 PM, Anonymous Anonymous said...

I'm currently having "fun" with US Airways now. We were issued 4 RT flight credits within the continental US because of a cancelled flight. Good luck trying to find a "free" flight to use them for. I was told by a specialist to look for flights that were cheap and then I "maybe" could find an allotment for a flight credit. The odds of finding 4 allotments for the same flight for my family would be like hitting the lottery. So now I'm trying to apply the credit amount ($200) towards places I need to go to like Chicago except that US Airways don't operate nonstops to O'Hare, United does but US Airways does have its own flight number for them and US Airways won't apply the credit towards them. US Airways makes it so difficult to cash in flight credits that it's a scam. They and any other airlines who operate this way should be sued for false advertising.

 
At Saturday, October 14, 2006 7:10:00 AM, Blogger Rob said...

Oh yeay, they suck. After accumulating 60K miles I decided to use them to upgrade to 1st class on a 10 year anniversary trip. The first time I tried the upgrade, I was told they were unavailable, but try back tomorrow (I guess availability is a day to day thing?). The second time I was told there were no point upgrades available, but there were seats, try back a month before. Next time, same thing, but was told to wait 36 hrs before. Now I call, I'm told that 3 of the 4 flight are totally booked with nothing open. I start to change that flight (after being on the phone transfered here there and everywhere for AN HOUR) and get disconnected. I call back wait another half hour to be told by the agent that that flight is not available either. I say lets start the boycott usair campaign, set up a website, and get everyone to fly ANY OTHER CARRIER!

 
At Monday, November 06, 2006 1:06:00 PM, Anonymous Anonymous said...

Hi All,

I'm sitting in Las Vegas and cannot fly out on this piece of shit airline. I won't go in the details - they are all the same - delayed flight, missed connection etc. The only good thing is that I have never given them a penny - I used a credit card bonus miles to book the ticket, so I never flew on them before - I have already closed the card and after this disaster is over I'll never fly on them again, unless, of course, there is another credit card offer, when I can take a place of a paying passenger with my miles and deprive them from $$$ that would hopefully, move them closer to their well-deserved backruptcy.

 
At Saturday, November 11, 2006 4:18:00 PM, Anonymous Anonymous said...

It just took me over 30 minutes to print my online ticket. Their system either moved at a snales pace or errored out as I attempted to advance to each new screen.

I swore them off several years ago due to crappy service, and now a crappy website to boot! I told myself that perhaps they weren't as bad as I remember, but THEY ARE!

I too am a gold member with another airline and will use anyone else in the future!
NEVER AGAIN!!

 
At Tuesday, November 21, 2006 8:33:00 PM, Blogger AirMonkey said...

Here here! I concur with all. I've also found that they can sense when you're in a hurry in the same way dogs sense fear... and it only makes them move slower.

 
At Wednesday, November 22, 2006 5:06:00 PM, Anonymous Anonymous said...

They canceled my flight without notifying me saying they don't have my number b/c i booked online. But I gave them my number when i registered the dividend miles account.
Its amazing they are still in business.

 
At Monday, November 27, 2006 5:58:00 PM, Anonymous Helen said...

They are the worst. I booked a flight with US Air because of my father's failing health. Today the doctor told me that is may be terminal but he would know for sure tomorrow. I am schedule to fly back tomorrow am so I called them to try and change my flight by one day. They told me to change the date of my return leg would be $280. My complete round trip ticket purchase was only $220! Screw them. If I must pay full price again, it will be with another airline.

 
At Wednesday, January 03, 2007 6:08:00 PM, Anonymous Anonymous said...

More problems with US Air. I agree they suck. My 10 year old daughter spend her entire life accumulating frequent flier miles. US Air changed their policy without notification to fliers - no activity for 18 months and you lose your miles!!! I am pissed off.

 
At Sunday, January 07, 2007 8:41:00 AM, Anonymous Ticked off in Tuscon said...

Yup, I've got a similar story as well. Sorry for the length, its still fresh in my head...

Yesterday I had a flight on US Airways from Baltimore to Tuscon via Phoenix. Standing in line for the ticket counter to check in, we had to wait an hour while 2 people tried to service roughly a hundred passengers. There were 2 more agents at the "first class" area who would simply refuse to help anyone who wasn't first class regardless of whether there were actually any first class people there to be waited on(there wern't). Finally we made it to the counter because it was close to our flight time and they called us forward ahead of the 8 oclock flights. At this point we were told we had to get into line at America West for our flight. Nevermind I was holding a confirmation for our flight printed off of the US Airways website, they told us it was actually an America West flight and they had posted a sign out front explaining that. The sign turned out to be an 8.5"x11" peice of paper in the middle of that hundred people...

The America West agent was somewhat helpful. My brother was traveling with a handgun in his checked bag and she handled the paperwork on it. She did however forget to give me my connection boarding pass, and also hung onto my ID. So I had to run back from the security line to get my ID...

Flash forward to 7AM, after getting the Barney Fife treatment by TSA (got selected for an extended shakedown), we made it onto our plane with 5 minutes to spare only to find out they had not even fueled the plane! After an hour they told us the plane had a bad gasket on the main fuel fill nozzle and they could only fill the tanks from the top of the wing. They also said this meant they could not put enough fuel in the plane. Planes, especially large ones like a 737, automatically balance thier fuel load with a system of pumps that transfer gas from one tank to the next, so this was total bullshit. They proceeded to inform us that anyone with a connection in Pheonix would miss their flights so we had to exit the plane to make other arrangements. Nevermind that Pheonix is thier largest hub, with the most flights. (it would be easier to find additional connections for people in Pheonix than it would be at BWI) We informed them that we had a 4 hour layover in Pheonix and would not miss our connection even with the projected two hour delay. They told us that our bags had already been removed from the plane anyway and that we had to get off. Outside the jetway at the gate, we were informed to go back out to the main desk, outside the security checkpoint to find another flight. They said don't worry, the plane wasn't going to leave anytime soon and we would have enought time to sort it out and get back on. At the main counter we again said that our layover in Pheonix was long enough that we would not miss our connection to Tuscon and asked to please get on the plane. Then we were told that the plane had left 15 minutes earlier! So they asked us to step off the plane to the front counter so they could sneak the plane out to Pheonix with half a load of bags and passengers... When we asked about the location of our bags we were told to pick them up downstairs. Well my bags were there, but not my brother's (the bag with the GUN).

After informing us that the bag had been forwarded to Pheonix (not our final destination) without either of us, we were booked a flight on South west at 5 in the afternoon. When we spoke to the supervisor about our inconvenience and the bag situation, she offered us a $25 voucher and then lied to us and said the bag would be in Tuscon waiting for us even though the baggage manger downstairs had told us it was expedited to Pheonix.

Fast forward to 10PM in Tuscon, the bag containing a .40 caliber Glock was not there. When the baggage dept called Pheonix they didn't know anything about it either. There seems to be no trace of it in the system and by this time they were operating with a skeleton crew and could not even go look for it.

All anyone ever told us when we were trying to get answers out of them was that the computer systems between America West and US Airways has not yet been merged so due to the fact that US Airways sold us an America West flight they couldn't look up any information regarding our situation. Most of them were rude and indifferent to our circumstances. Finally we still don't know when they will be returning my brother's bag and handgun because they do not know where it is. Nevermind the fact that the supervisor in Baltimore promised us she knew exactly where it was, Tuscon.

US Airways is awful. I pray that nothing bad happens with the handgun that it now seems they have lost. I used to fly America West all the time, but now after merging with US Airways I will avoid both companies like the plauge.

I'll try to update in a day or two the status of the gun...

 
At Monday, January 29, 2007 2:51:00 PM, Anonymous Anonymous said...

Get this. So they're cancelling frequent flier miles on 1/31/07 if you haven't travelled in 18 months. But when you get on their website to book award travel, all the information on available flights is WRONG.

When I called to book my flight via a live person (who was at least polite), she was completely nonplussed that none of the information online was correct.

It makes me wonder if they're deliberately trying to undermine the efforts of people to use the miles before they expire.

 
At Tuesday, January 30, 2007 2:18:00 PM, Anonymous Anonymous said...

US Air Sucks!!!

I spent (wasted) two hours this morning trying to book a reservation on their lame-ass website. I continually got error messages and after calling customer service, they told me that it was MY fault since I was using Firefox instead of Internet Explorer.

They told me I was "supposed to check the system requirements link on the bottom of the site." Notably, the error message that came up made no reference to browser issues. And why doesn't their site support firefox?

LAME!!!

 
At Wednesday, January 31, 2007 12:56:00 PM, Anonymous Ticked off in Tucson said...

Update, the Maryland Transportation Authority Police crawled up the ticket counter agents' and baggages handlers' asses with a flashlight. Apparently in Phoenix there is/was a pile of hundreds of unsorted and unaccounted for bags. No one at the company was willing to admit that a pile of such size could exist so they continued to lie to us or plead ignorance. The bag and gun have been returned...

 
At Thursday, February 22, 2007 4:40:00 PM, Anonymous Never again said...

My horror story doesn't match the others, but I'll put in my two cents anyway. Last weekend, I wanted to go from Houston to Oakland to visit my ailing Mom. I left Friday evening, and got through with no problems. The flight attendants and staff seemed friendly and courteous. However...
I was planning to leave Monday morning, taking one day of vacation. I planned to be back in Houston by 4:30pm. On Sunday, I got a call from US Airways saying my Phoenix-Houston segment had been canceled, and that I had been put on a later flight. Oh well, at least I could spend Monday morning with my Mom. I noticed that I only had about 45 minutes to connect, though.
The plane to Phoenix arrived about 20 minutes late (apparently, there were some thunderstorms in Phoenix). No problem, announced the gate agent, you all should be able to make your connections. We took off 20 minutes behind schedule, but we're told we'll be only 10 minutes late (6:40 instead of 6:30). I'm getting a little nervous, but I should have 30 minutes to get to the next gate. I can run reasonably fast for my age. I am sitting in the back of the plane, though.
We land at 6:45. OK, lets hurry up and get to the gate. The plane takes the long route to the gate. We get there at 6:55pm. The flight attendants were nice enough to ask everyone to let those of us with tight connections off the plane first, but we'd have to look at the monitors in order to get our gate information. I dash of the plane. 10 minutes to get to the gate. Oh gawd, the next gate is two concourses over. I do my best O.J. Simpson airport commercial impersonation, and get to the gate with 3 minutes to spare. The plane's still there! I head for the jetway. "Sorry" say the gate attendants. The flight is closed." WHAT? The plane is there, I'm there before departure time, but they won't let me on! I'm redirected to "customer service".
It turns out that US Airway's policy is to complete boarding 15 minutes before departure, and close the door 10 minutes before departure. So the departure time is a lie, especially for people making tight connections. They were unwilling to hold the last flight of the day, so that passengers won't get stranded. The agent in Oakland lied when she said there would be no problem making connections. So I lose another vacation day, because US Airways won't let last minute connecting passengers on planes that haven't departed yet. There was one person working at the customer service counter. I was 4th in the line of other screwed, pissed off passenger, and it took me an hour before I could be helped. I finally got home 24 hours later than I was originally scheduled. Fortunately, I had a friend in Phoenix who was able to put me up for the night.
I get the feeling that US Airways must use "management by fear" with their employees... it's as if they are afraid to do anything more than exactly what their job requires them to do. Heaven forbid that a customer might get something more than the minimum, like getting a little assistance in making connections. There is probably some mandate somewhere about getting flights out on time, with the unintended (?) consequence of angering passengers and driving away future business. At Southwest and Continental, employees are generally empowered to do things to keep the customer happy. Until US Airways changes their basic company culture, I'll be flying elsewhere.

 
At Friday, February 23, 2007 3:26:00 PM, Blogger Brian Miller said...

Meh, these experiences strike me as pretty unusual, and I say that as a regular US Airways flyer who is at Gold level in their FF program.

A lot of the complaints seem to be about price. Well, people are demanding super-super-cheap fares. That means low-paid staff, less investment in services, less flexibility in changing flights, etc. If you want a world-class customer service experience on any airline, you need to pay higher fares and fly more often.

I can post plenty of horror stories about Delta and NWA too.

I also don't agree that US Air's customer service is "the worst." I consistently find that I receive better, more responsive service from them than from NWA< Delta or AA.

I know, I know, YMMV, but all the cheerleading for Southwest doesn't make sense when one considers all the people they stranded for hours in planes in Las Vegas earlier this week (and their limited route network). And jetBlue -- after their 10-hours-on-the-runway event, things are bad for them too.

The reality of the situation is that you get what you pay for. If you want super-cheap fares, fly infrequently, and have very high expectations of your inflight experience, you're doomed to disappointment. That $399 round trip fare from SFO to New York isn't going to get you the same level of service that a British Airways $1,200 round trip from London to Paris will get you (oh, but BA will lose your luggage -- I speak from experience).

The airlines that provided the best customer service, like TWA and Pan Am, are gone. And for all the complaints about US, Southwest, and other low fare carriers, they're printing money -- highly profitable. People who are pissed off and angry certainly don't seem to be paying full fare on Delta or other carriers, who are losing billions.

Until you put your money where your mouth is by paying 3x as much for the same sector on another carrier, you're not really going to get many people upset enough to make a difference.

 
At Sunday, March 04, 2007 9:30:00 AM, Anonymous Anonymous said...

I travel well over 100,000 miles a year on various airlines and would second the prior poster's comments. US has plenty of problems, but they are hardly unique in that regard - try the 11 hours on the tarmac on Jet Blue for example. All the airlines have cut flights, filled planes, and removed almost any excess capacity, so now they have no cushion for the problems which inevitably arise.

If you don't like US, try DL, UA, WN, or any of the others...that's what competition is about. But you will have problems there as well I fear....

And, by the way - the original comments by Mr. Insytes shows his lack of understanding of the ticketing rules of EVERY airline. Credits can only be used by the person whose ticket they arise from. You cannot combine credits from two tickets toward the purchase of one ticket on any airline, so that is hardly grounds for a specific US rant....

 
At Sunday, March 04, 2007 11:20:00 AM, Anonymous Anonymous said...

US Airways is a joke! Gross incompetence to say the least. They simply cannot get their act together! While checking in at Port Columbus Intl Airport for Ft Lauderdale connecting in PIT, the back log of flights that should have already taken off for other destinations (DCA, PHL, LGA) obviously affected my flight in departing on time. At 9:30am we should have boarded yet the three previously flights mentioned that were scheduled to depart at 900 still had not completely boarded even at 9:45am. At 10:30am we finally boarded and then encountered an "overweight" issue. A passenger willing to give up his seat caused an additional 20 minute delay as we departed at 1100am, arrived PIT at 11:40 and missed my connection for FLL. They said they rebooked me on a flight from PIT to DCA to go back to PIT then on to FLL. They said "Wait, this doesn't make sense, I think you need to speak with SPecial Services" I go to special services, get a supervisor involved and asked what the 800 Custome Relations number was. The Supervisor asked his co-worker "Isn't it something like 800 and spells out a name? " "What's that word again?" as he asks the person he supposed to be supervising. Then they said the only flight was leaving direct from PIT at 6:00 pm. I had to wait 6 hours at PIT airport for the flight. Then at 5:30 (boarding time) a plane was at the gate with crew unaccounted for. The missing crew was supposed to ferry the plane out of there to DCA so as to make room for the arriving plane to depart at 6:00. Well that never happened. They had to do a gate change and that plane arrived PIT lat. We boarded at 6:30pm then had to de-ice and didn't depart PIT for FLL until 6:50pm and I arrived after 9:15pm that night. What a joke. There are no mechanicals or weather issues yet they cannot depart on time to save their life nor can they even account for missing crew. Then on the return from FLL back to Columbus the flight connecting in Charlotte, NC only after landing at Charlotte, the connection was delayed because of a missing flight attendant unaccounted for. At the last minute she's a "No show" and crew planning is looking to schedule another Flight attendant for the flight which was delayed over 90 minutes. I've experienced better service at a Greyhound bus station or McDonalds or Wal-Mart than I have with US AirWays. They simply do not have their act together and it is total chaos! I will never fly US Airways ever and wil be sure to tell everyone to do the same.

 
At Monday, March 12, 2007 6:35:00 PM, Anonymous Anonymous said...

Hi,

I am so happy to see that I am not the only one out there. I fly US Air all the time because I live in Phila and it's the cheapest airline to travel with the most direct flights. On Suday, March 4, when they had their big computer system mess up, I was told my a CSR at the Portland ME airport, when I asked when a certain flight would be landing, that she had had a tough day and she wanted me to just go away, so she said she was going to call the poice. She actually started to pick up the phone. I didn't know what to do...I am only 4 ft 11 inches tall and I had asked a simple question. I am not a threat to anyone! That pretty much sums up how little the airline cares. I walked away and talked to her supervisor who blamed her bad attitude on a hard day. I have had plenty of hard days, but never have I threatened anyone just because I didn't feel like dealing with them. Her name was Sarah and she works in Porland, ME airport and she should sign up for my customer service class.

From now on when I go to the airport I will wear a t-shirt that says "US Airways employees need my customer service class."

I don't know what else to do, and at least with all those employees I would be in business for the next 50 years.

 
At Wednesday, March 14, 2007 8:03:00 PM, Anonymous Anonymous said...

On March 2 I booked 3 tickets to Boston. I realized that I needed to change the date of one of them. We called, after spending an hour on hold, another hour changing the date, and $400 more we were all set. So I thought. Today,March 15th, I received email confirmation of the changes. The one ticket I need to change stayed the same, the two that were good they changed. I have now been on hold for 66 minutes and counting-and they want to charge me to change the tickets to what they were supposed to be in the beginning! Bankruptcy can't come soon enough for them.

 
At Thursday, March 15, 2007 12:16:00 PM, Anonymous Anonymous said...

Just this week usair managed to cancel 2 of my 4 flights and delay another 6 hours. When asked why?? they had no reason for the delay or cancelations. I have never waited so long to speak with someone as I did with their "customer service". I spent a total of 3 hrs on hold and they still managed to screw up my return ticket because I had to book another flight with another airline to get me where I needed to be since they canceled my flight. I now refer to them as unreliable airways!!!!! They also need to hire americans that SPEAK english as a first language to answer their phones. I don't want to speak to an indian guy who tries to tell me his name is "bob" I HATE USAIR WITH A PASSION!!!!!!!

 
At Friday, March 16, 2007 1:05:00 PM, Anonymous Anonymous said...

Nice to see you pimping for USAir on this blog, Brian.
My wife, project manager, software installer, shares this story about her USA trip Hartford to Barbados via Charlotte during the airline's computer hell of the last three weeks -- a hell brought upon itself by USA employees' complete unwillingness to learn America West's computer system.
Hartford to Charlotte on March 4 -- 90 minutes late due to football field-length line at check-in in Hartford, and thereby missed connection, the last one to the island for SIX DAYS. Staff suggested my wife return to Hartford [and blow off, one would presume, her job duties for the week in Barbados]. Finally booked to Barbados through Miami, and change of airlines to American. The trip from Hartford to Barbados lasts FIFTEEN HOURS, from 5:30AM at one airport to 8:30PM at the other. Upon arrival in Barbados -- no suitcase. American takes responsibility, but states USAir had to get bag to American to get it to Barbados. USAir's response -- It's American's problem. Further attempts at resolution there end at USAir's full voice mailbox.
I get involved on Tuesday after bag doesn't arrive Monday. Discourteous, barely intelligible customer service rep on other side of the planet [Keith -- what Sikh named a child "Keith" in the 1980s?] informs me it's American's problem, and to look up the bag with a World Tracer number that, in World Tracer's database, doesn't exist. Flatly refused access to supervisor; told that, "If you're going to use that attitude with me, we have nothing more to talk about." I agreed, adding that I hoped he picked a more suitable name, say, Fred, out of the hat tomorrow.
Turned to American customer service reps who work barely 30 miles from my house. At last, suitcase materializes in Barbados, late Wednesday, after American worker leaves his post in Charlotte, takes custody of bag that didn't make it out of the airport onto the flight to Miami and onward, and ferries it on to fuming wife. Fresh underwear, not washed out three times in hotel sink with shampoo bought locally, is a relief.
But comes Saturday and the return home. Departing hotel at noon, wife finds 4PM flight from Barbados to Charlotte will leave 90 minutes late. Upon arrival, herding through Customs, Immigration makes connection to Hartford impossible. Another football field-length line awaits, at the end of which is snotty worker who books wife on Delta flight first thing in the morning, books wife into Ramada to spend the night, forks over $5 food voucher. Shuttle to Ramada comes every half-hour, and 50 others are in line before her, so she takes a cab to hotel, which is FILTHY.
Returns barely five hours later, 5:30AM, to find Delta booking invalid, because USA worker upgraded her coach ticket to first class. Wife crashes ANOTHER football field-length line to ask USA worker for prompt help [or else another flight will leave without her] and is THREATENED WITH ARREST. So down to the other team's goalpost she goes to wait three hours in line to be booked Charlotte to Philadelphia to Hartford. Not evident, however, which departure gate to use, so she asks an agent at one gate -- who responds that she can't help my wife now. So she waits for a 2PM flight that leaves at 3 for a 6:30 connection in Philly. At last, she walks through her front door at 9:30PM, THIRTY-THREE HOURS after leaving her hotel in Barbados.
USA's response this week to all this? A $300 flight voucher [as though we'd rather fly this airline again than, say, walk over broken glass to a destination]. When informed that all members of the board of directors, the chairman and the chief executive officer were getting letters about this ordeal, my wife was told that those letters would be intercepted at corporate headquarters. "Not if they're mailed to the directors' places of business," my wife retorts, upon which she is put on hold and then given $50 more flight voucher money to sweeten the deal -- and also given this warning: Take the deal by April 15, or you get nothing. No word yet on compensation for clothing bought so a professional could go do sensitive work in a most professional settting looking like a professsional, and not in the same underwear, jeans and sweater she'd put on THREE DAYS EARLIER.
You may find this post on other blogs --- I've Googled "USAirways flying late stranded", and there are a lot of folks out there who are victims of this corporation. I will circulate this story as many times as I can until we hear "USAirways" and the phrase, "which went out of business in [fill in the date]" together in the same sentence.

 
At Monday, March 19, 2007 9:36:00 AM, Anonymous Anonymous said...

I agree with the other frequent travelers who, like me, have experienced horrors with all the airlines. But I have to say my experiences with USAir are worst than most. Their transition to new computer systems was totally botched. Can't print boarding passes, among other problems. And employees clearly received no training. I, too, have experienced the 100-person lines, with agents taking 30 minutes to process each customer. No excuse for that. Then they lose my bag. Okay. It happens. Every other airline that has lost my bag has gotten it back to me within 24 hours. But with USAir, 3 days later, no info in their online tracking system, no answer at the airport baggage office, voicemail is full, and it is impossible to even get in to queue at the national baggage office call center. That's just not acceptable. USAir sucks!

 
At Monday, March 19, 2007 8:05:00 PM, Anonymous Anonymous said...

My experience on Feb 22, 2007
US Airways is a joke! Gross incompetence to say the least. They simply cannot get their act together! While checking in at Port Columbus Intl Airport for Ft Lauderdale connecting in PIT, the back log of flights that should have already taken off for other destinations (DCA, PHL, LGA) obviously affected my flight in departing on time. At 9:30am we should have boarded yet the three previously flights mentioned that were scheduled to depart at 900 still had not completely boarded even at 9:45am. At 10:30am we finally boarded and then encountered an "overweight" issue. A passenger willing to give up his seat caused an additional 20 minute delay as we departed at 1100am, arrived PIT at 11:40 and missed my connection for FLL. They said they rebooked me on a flight from PIT to DCA to go back to PIT then on to FLL. They said "Wait, this doesn't make sense, I think you need to speak with SPecial Services" I go to special services, get a supervisor involved and asked what the 800 Customer Relations number was. The Supervisor asked his co-worker "Isn't it something like 800 and spells out a name? " "What's that word again?" as he asks the person he supposed to be supervising. Then they said the only flight was leaving direct from PIT at 6:00 pm. I had to wait 6 hours at PIT airport for the flight. Then at 5:30 (boarding time) a plane was at the gate with crew unaccounted for. The missing crew was supposed to ferry the plane out of there to DCA so as to make room for the arriving plane to depart at 6:00. Well that never happened. They had to do a gate change and that plane arrived PIT lat. We boarded at 6:30pm then had to de-ice and didn't depart PIT for FLL until 6:50pm and I arrived after 9:15pm that night. What a joke. There are no mechanicals or weather issues yet they cannot depart on time to save their life nor can they even account for missing crew. Then on the return from FLL back to Columbus the flight connecting in Charlotte, NC only after landing at Charlotte, the connection was delayed because of a missing flight attendant unaccounted for. At the last minute she's a "No show" and crew planning is looking to schedule another Flight attendant for the flight which was delayed over 90 minutes. I've experienced better service at a Greyhound bus station or McDonalds or Wal-Mart than I have with US Airways. They simply do not have their act together and it is total chaos! I will never fly US Airways ever and wil be sure to tell everyone to do the same.

Frank Peto
Columbus, Ohio

 
At Tuesday, March 20, 2007 12:48:00 PM, Anonymous Anonymous said...

I have to share my wife's horror story from this past weekend. Suffice it to say, US Airways doesn't have a clue when it comes to customer service.

My wife was returning Saturday to Colorado Springs from a conference in Las Vegas, with a change of planes in Phoenix. Flight out of Vegas was delayed over 90 minutes because a bird had flown into an engine and they had to check it out. (Better safe than sorry; that's how things go.) During the wait, US Air announces everyone on the flight was missing their connections and they only had rebooking options for two destinations because the storms on the East Coast were causing all sorts of problems. But, even though they had nothing for 99% of the people on the flight, they still wanted them all to leave Vegas and fly to Phoenix and have them sort things out there. That turned out to be a giant mistake.

The airport in Phoenix was overrun by pissed off travelers. After over an hour in line, a rude US Air worker tell my wife she won't make it home until TUESDAY! (This is Saturday afternoon, mind you.) My wife asks about flying into Denver instead of COS. Nope, no difference; Tuesday's the earliest you're going anywhere, she's told. And, US Air can't help her find a hotel room because all the hotels they deal with are full. My wife is told to find a room on her own, then submit the bill to US Air after she's back home so US Air can cover $100 of the room cost.

So, she goes to the board with hotel options and is fortunate because the guy in front of her tips her off to a Days Inn that was the only hotel out of 30 he'd called that had any vacancies. Lucky break; at least she won't have to sleep at the airport.

Then she goes to retrieve her luggage, but no luck after looking through a mountain of bags. Another rude worker says her luggage must be in the air, headed to Colorado Springs because policy is to route the bags to the final destination regardless of whether the passenger is on the flight or not. My wife explains that can't be the case, because the bags were on the plane with her from Vegas and there isn't another flight to COS for several hours. The worker can't grasp this concept and keeps insisting the bags have somehow left the airport. Finally, a supervisor comes over and asks why she looks so glum. After hearing the story, the supervisor manages to reunite my wife and her bag within a few minutes. (Finally, a worker who gives a damn!)

After getting to the hotel, my wife decides to try the US Air 800 number to see if Tuesday really is the best they could do. A very nice phone rep spends 45 minutes working on it and gets her on a flight Sunday to Denver! (Two good workers in the entire airline!) But, here's the kicker: While he's changing the flights around, he discovers the reps in Phoenix had made a huge mistake. They'd booked my wife (and a co-worker she was traveling with, too) on an 8 am flight Tuesday but inexplicably given them a printout saying the flight wasn't until 2 pm. So, had they decided to return Tuesday, they'd have arrived at the airport only to find their flight had left hours ago!

Well, after driving over an hour to DIA Sunday, I collected her and got her home, so that's the good news. But, she just spent an hour on the phone today because US Air is now fighting paying the $100 towards the hotel bill, claiming she was supposed to have taken care of that with customer service in Phoenix. What a bunch of losers.

 
At Wednesday, March 21, 2007 4:07:00 PM, Anonymous Anonymous said...

Read your comments about US Air and couldn't agree with you more, they lack a customer focus. I fly 1-3 weeks a month for my company. On Sunday, 18 Mar 07, I flew from Norfolk to Philly to Providence. I knew about the 2500 canceled East Coast flights that occured due to weather on the 16th and 17th so I set my flight up to have a three hour layover in Philly. I landed on time, taxied to a gate in concourse F and left on time from a gate in concourse F. During that 3 hour layover, US Airways could not seem to manage to get my one small checked bag onto my flight from Philly to Providence. It is Wednesday the 21st of March and I finally received my luggage. I was told by the customer service rep in baggage claims at Providence that the bags of customers who had been stranded on the 16th and 17th were of greater importance then myself and I just "needed to get over it and move on".

I have moved on and I am taking my wallet with me.

 
At Wednesday, March 21, 2007 7:41:00 PM, Anonymous celyn said...

Here's my experience, wherein my husband and I discover that US Airways has the worst luggage loss-rate of any major carrier and their Philadelphia operation has a loss-rate 4 times the airline's as a whole:
www.usairwayslostmycostume.com

 
At Saturday, March 24, 2007 2:14:00 PM, Anonymous Anonymous said...

My daughter recently flew on US Airways, and that experience was a nightmare. She was scheduled to fly between Lynchburg, Va and Orlando from 3/10/07 and return on 3/17/07. The flight to Orlando went without a hitch, but the return trip never happened because of the fiasco at the Orlando airport on 3/17/07. Her flight on the 17th was canceled while she waited on line for 5 hours to speak to a ticket agent. She arrived at 6:30 AM for a 8:35 AM flight. At that time, the line at the ticket counter stretched to outside the building, and inside was a solid mass of people.

When she finally was able to speak to a ticket agent (there were 4 agents servicing these hundreds if not thousands of people), she was told that she "might" be able to get a flight out on Tuesday the 20th. My daughter explained that this was not possible, she is a nursing student and needed to be back in school on Monday the 19th, the agent suggested that perhaps she could rent a car and drive to Virginia. She informed the agent that she was too young to rent a car, and that another solution needed to be found. The agent then told her that nothing else could be done, and gave her a scrap of paper stating that her flight that day had been canceled due to weather related problems, and put a handwritten note on it that she might have a flight on Tuesday. There was not time, or confirmation number for a flight written on this scrap of paper which I have .

I question whether this flight and SO MANY OTHERS were canceled due to weather issues. We ( my husband and I) were supposed to travel that same da7 (3/17/07) to Boston on JetBlue with a group. We did not make it because of my daughter; but our group flew to Boston with no problems, and were on time. There was a snow and ice storm in the northeast on 3/16/07, but my daughter's destination was Charlotte, NC and Lynchburg, VA, which cities only had rain.

We were fortunate, and still had our rental car, so were able to extend the rental on our car in order to drive our daughter to school in Virginia. The rental car agency (Alamo) said that if we had not still had the car, they could not have rented us another one because they HAD NO MORE CARS.

We later heard on the news that the Orlando airport ran out of soap, toilet paper and food because of the extreme numbers of passengers that had been ABANDONED by US AIRWAYS that day.

unfortunately, this was not the end of the story. I called US Airways 3/20/07, after we finally got home from "the trip from hell" to get a refund on the unused portion of my daughter's ticket. I spoke to a "Patrick Mann" (this is what he calls himself, but I doubt it is his name because his accent was Indian and I don't know any Indians with Irish names). He informed me that since my daughter was a "no show" on her "mythical flight" on 3/20/07 she was not eligible for a refund. I explained that she was not given a confirmation number or a flight time or number so how could she have been scheduled to fly out on the 20th. At that point I was "mysteriously" disconnected from my conversation with "Patrick". I spent several hours trying to get reconnected, and failed.

I did write a letter to the CEO, customer relations, refunds, FCC, BBB, my Congressman and I will post this info on blogs.

During this insanity, we spoke to another couple who had their college age daughter in tow also. She (the daughter) was supposed to fly out of West Palm Beach on 3/16/07. They went to the West Palm airport, which was a disaster area, and were told that there were no flights out of West Palm that day, but if they drove to Orlando, they (US Air) could fly the daughter back to school. The parents said that they made it to Orlando, and as they were parking their car (5-6 hour drive) they got a call from US Air saying that the daughter's flight had been canceled. I think everyone there at Orlando had a story to tell.

None of the other airlines had problems that day in Orlando. It took my husband 15 minutes at the Jet Blue counter to change our flight from Orlando to Boston to Richmond to Boston. The hall in front of US Air was a solid mass of people. CHAOS REIGNS AT US AIRWAYS!

 
At Sunday, March 25, 2007 3:59:00 AM, Anonymous Anonymous said...

The saga of the above story continues... US Airways customer service "sucks". The next day I spent several hours on the phone again, trying to access a real person to help me. I finally got through to an agent in Manilla. When I realized, that I was having the same conversation that I had with "Patrick Mann", and was getting nowhere, I asked to speak to a supervisor. This agent agreed to put me through to a supervisor, but would not give me a phone number. I explained that every time I was "transferred", they managed to "lose" my call. This agent assured me that he would stay with me during the "transfer" process. WELL GUESS WHAT !! MY CALL WAS DROPPED AGAIN. NOT ONLY DOES US AIRWAYS SUCK BUT THEIR PHONE IN MANILLA SUCKS TOO. I may not be able to get my money back from this company, BUT I WILL GET MY POUND OF FLESH, BY POSTING MY STORY ALL OVER THE INTERNET AND WARNING ANYONE WHO WILL LISTEN TO NEVER EVER FLY US AIRWAYS.

 
At Monday, April 02, 2007 8:47:00 AM, Anonymous Anonymous said...

As A flight attendant .... thanks to all of you for taking you misery out on the inflight crews!And those who are looking for a CHEAP ticket you wont care who you fly on....CIAO!

 
At Monday, April 02, 2007 9:41:00 AM, Anonymous Anonymous said...

My experience with US Airways seems to be on par with every other comment show here. I booked a little vacation for my wife and stepson to go to Florida over Easter vacation. My stepson had another engagement and can not make the trip. After repeated calls to the customer service department trying to get an answer as to what my options are they pretty much told me that I was out of luck. Their standard answers were that the ticket could be re-used for up to one year. That may be great for an adult, but after explaining to them that he is a minor and that the ticket would probably never be used, their response was sorry. I also asked them if the ticket could be put under my name since I was the purchaser of the ticket and again they said sorry, it can only be used by the original user of the ticket. So in a nut shell the ticket will go unused they have $300.00 of my money. I guess that’s how they stay in business by taking money for services un-rendered.

 
At Friday, April 13, 2007 6:35:00 AM, Anonymous Anonymous said...

My experience yesterday at Providence airport. . . .

I am writing regarding the date of 4/12 and your irritated or incompetent (I doubt) staff at the Providence airport during the hours of 3:00 PM and 9:00 PM.

Weather – yes there were weather delays, up to 1-2 hours –expected and acceptable.

Let me begin with the 5+ hour check in line (only 82 customers in front of me, I counted). I stood in line with my 3 year old son and 6 year old daughter at 3:00 PM for flight 961 scheduled for 6:05 PM flight from PVD to PHL, and did not get to see a USAIR staff until 8:30.

In addition to my check in difficulties, there was another group of travelers who stayed for 4 hours only to learn that their flight had departed without them.

The scene was near mob-like. I honestly thought there would be a riot of sorts.

Flight 961 was delayed and did not depart until 7:48 PM. The flight board and the staff continued to tell those who approached them that the flight was still delayed until well after 8:20PM!

Because the line was moving so slowly, I phoned USAIR to find out my options and spoke with Vicky, then Tammy, then with a representative named Brian (this is in my flight info on your computer) – While still waiting for flight 961 (around 7:50, Brian informed me that flight 961 had already departed. He stated that I would not make my connection in PHL en route RSW (Ft. Meyers), that I would be better off flying on flight 1790 at 8:15 PM to PHL and staying the night, and to be booked on flight 1129 at 7:35 AM for my connection the next day.

Brian explained, that dad I got on flight 961, I would have made my original connection in PHL to RSW because it too was delayed. Because I could not cut my way in front of the line, Brian talked to his supervisor who approved a hotel voucher for PHL. I felt this was reasonable and eventually got on flight 1790 which was delayed about 1.5 hours to 9:35 PM.

When I got to the USAIR attendant, who had been dealing with dozens of very angry mob-like customers, he was very irritated at us because my 3-year-old son was running around a bit. He rudely let me know that there was no voucher mentioned in the computer, and when we angrily voiced our concern (no profanity was ever used, there were 2 armed policeman within 20 feet), he decided that it would be a good time for a bathroom break and left us at the counter. He eventually came back and checked us in, the two parties did not exchange another word.

My husband chose to take care of the voucher issue on the phone with USAIR rather than dealing with this unfriendly and rude attendant.

Countless others in line for flight 961, missed that flight.

Your staff at no time tried to prioritize the line to get people waiting for flight 961 on board and this flight departed at 7:48 without the dozens of customers waiting for hours in line. Apparently, the weather caused a 1.5 delay but how can you explain the 5+ hour line and the non-actions of your staff? There were no USAIR representatives in the PVD airport other than those at the check-in desks. Where was the staff to help customers that were waiting in line? With 1 or 2 representatives giving accurate information, many people in line would have simply made alternative, more convenient travel arrangements and USAIR could have avoided the black eye.

My husband eventually called USAIR about the voucher issue and spoke with James (USAIR handler RW out of Tempe AZ office). James had to talk to his superior and eventually secured the voucher issue and told my husband to instruct me to go to the PHL ticket counter where a supervisor would issue the voucher. When I got to the ticket counter at 12:30 AM the supervisor was extremely rude and said that he did not have any voucher to give me. I can’t tell you how frustrating this was, because I had to walk with my daughter, carry my son and drag ALL of our luggage to the ticket counter. Then, in the midst of waiting on me, this supervisor decided to go and wait on some other line. I waited 15 minutes and then asked her what was happening and she rudely referred me to another USAIR staff member! This new person looked into my flight information and read about the voucher approval. She then issued me a voucher explicitly for the Wyndham Hotel which was completely sold out! My husband learned this already and had secured reservations at a Marriot Courtyard. The attendant stated that the voucher was not good at the Marriot and promptly voided the voucher and whisked me on my way.

I would like to speak to a member of management.

I realize that my business alone is not going to impact USAIR, but if this mismanagement continues – the fate of USAIR is certainly in jeopardy.

 
At Friday, April 20, 2007 1:16:00 PM, Blogger Bill said...

My tale of horror with US Aiways begins with a mile long line at 6 am Monday morning. After making my way to a kiosk, since I wasn't checking bags, it only prints the first of my 2 bourding passes. The girl at he counter, swimming in a sea of irate early morning travelers, tells me she's be with me in a minute. In US Airways time, a minute is a half hour. Well I make the flight with a comfortable 10 minutes to spare and make it to my destination. Leaving Charlston, SC Friday. 7:20 flight, get there at 6:00 am go to the US Airways kiosk and the flight is cancelled. They are ever so sorry but they didn't have a flight crew. Who would have known you needed a flight crew to fly the damn plane. So I guess I can't blame them. they promise to get me on an 11:40 flight to Philly and it's only a short walk to Manchester, NH from there right? I tell them, Just get me to an airport where Southwest flys. Well that proved difficult. The 11:40 flight turned into a 12:30 flight and then they couldn't get the plane started. Had to wheel over the crank box and at 1:30 we were int he air. Missed my Southwest flight by minutes because TSA noticed I had TOOTHPASTE in my bag!!! I know, I'll be on a watch list now. Anyway, sitting here in Philly, on a standby list and just had to tell someone my tale of horror with US Airways. My first flight with them and last.

 
At Monday, April 23, 2007 3:09:00 PM, Anonymous Anonymous said...

Our experience with US Airways was similar - They suck - Their customer reps do not have simeple adidtion subtraction skills and pose a 100$ charge as as 660$ charge - When we brought the incorrect charge to their notice - they didnt get it - of course - we spoke to 4 managers who promise dthings were taken care of - but guess what they werent taken care of - We spent 6 hours on a Sunday - dealing with US airways "DUMB" reps.

 
At Sunday, May 06, 2007 1:22:00 PM, Anonymous Anonymous said...

US Air does not even know which of their numbers are working and valid. It's taken me four weeks to get a proper refund. Supervisors have given me three bogus or defunct numbers!

 
At Monday, May 07, 2007 5:42:00 PM, Anonymous Anonymous said...

Want to here the shit us airways pulled with me? First when i went to check in for the flight the guy told me my connector flight from DC to NY was canceled so he put me on a different flight at the same time, and the guy also forgot to confirm my connector flight from NY to Boston, so if security diddnt send me back down cause i had shampoo in my carryon i would of been stuck in Ny without a boarding pass. It gets better. When i get to NY, i run to the gate my other flight was leaving from, except it left 10 minutes ago. The idiot that checked me in and gave me my boarding passes put me on a flight that got into NY 10 minutes after my other connector flight was suppose to leave. Not only that the customer service guys laughed at me right to my face. I am NEVER flying with US airways again, thank god i got onto a different flight i almost diddnt get on. Be warned, they'll screw you hard core.

 
At Monday, May 07, 2007 5:45:00 PM, Anonymous Anonymous said...

They do suck! Customer service reminiscent of Stalin's gulag. I hope they go out of business and never disgrace the skies again! Worst airline ever!

 
At Thursday, May 10, 2007 1:48:00 PM, Blogger Joe said...

Need to add my two cents. My wife had a last minute trip to visit her sick father. She wanted to change her flight back to Sunday. US Airways said it would cost $400 to change the ticket!

(Even more insulting: I email customer service, they said it would cost only $100. Yet, the system is computerized so I seriously doubt the customer service rep just made up the $400. On top of that, the price listed online hasn't changed so the price difference excuse doesn't hold water either.)

 
At Saturday, May 19, 2007 1:14:00 PM, Anonymous Anonymous said...

How is this airline still in business I will never understand! After being transferred around and asked to call multiple different numbers for 2 days I got so stressed out and fed up I stopped even trying. I am absolutely sickened that this airline unfairly got $207 of my precious dollars.

My husband got injured and could not fly, so he got credit to use for up to a year. When we went to rebook they wanted to charge us that infamous $100 rebooking fee. Are you kidding me, that is absolutely ABSURD! Every representative I talked to had the "I don't give a shit what your needs are" attitude and it seems like they already had their dukes up before I even started talking...especially the supervisors! There was no budging in waiving that fee that they should not even have in the first place.

I just had an issue with Southwest that was actually my own fault. They were more than happy to issue me a new flight credit...no hassles, no problems, and no fees involved and not to mention awesome customer service!

 
At Tuesday, May 22, 2007 10:27:00 PM, Anonymous Anonymous said...

To say “US Airways Sucks” is a compliment for this airline. On a recent flight, the flight attendants spent the majority of their time in the forward galley talking and laughing like they were having a party. Several people rang their call buttons and they just ignored them! It is a good thing nobody on this flight had a medical emergency. When a flight attendant finally walked by, I asked for help and she rudely refused to help me. I was shocked!! I have been flying for close to 30 years, often internationally, and never have I seen flight attendants act like this on a flight. Even the worst airlines in China that I have flown had better service. To add insult to injury, US Airways lost by luggage. Don’t bother calling the phone number they give you, nobody will answer. And don’t bother leaving a message, nobody will call back. Do yourself a favor, DON’T FLY ON THIS AIRLINE!! Where can I get a “US Airways Sucks” T-shirt?

 
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At Thursday, June 07, 2007 12:53:00 PM, Anonymous Anonymous said...

Us Airways frequent flyer program is mileading and unfair. I can always buy a first classs ticket on the flight I want, but I can never upgrade using miles as I was told I could when I got their Credit card and signed up for their program. I am now a Silver member in their program and flew the required 25 legs last year to qualify and have well over 100,000 miles on my account. I know they are dishonest I just wonder if there is anything illegal about their business practices.

 
At Monday, June 11, 2007 2:37:00 PM, Anonymous Anonymous said...

so here the deal now. One loser airline ..USairways, merges with another loser airline, America West, to create one really big loser airline. I'm a travel agent. I avoid USAirways like the plague. Their customer service is awlful and their planes are alwyas late.

I put my clients on USAirways only as a last resort.

 
At Monday, June 25, 2007 4:06:00 PM, Anonymous Anonymous said...

Trying to get a refund!

In April I got up at 3:30 a.m. to catch a flight to the Bay area for a meeting. I got to Pheonix only to find out that I couldn't get any further, hence my meeting went on without me.

Then just wanting to go home, they puit me on a flight back to Dallas that was delayed for 6 hours!!!

The customer service person issued me a refund and as of today I still have not received it. When I call, they tell me to call another number or check online.

The "live chat" service does NOT work.

As I travel alot for work, I will NEVER fly this airline again and will probably NEVER receive my refund!

 
At Tuesday, June 26, 2007 8:40:00 AM, Blogger laureli said...

I think this story, which just happened to my friend Mary,
follows along with yours:

Date: 6/21/07

To: US Airways

Customer Relations

Attention: EXEC



Reference: File Number 2085691A

On 6/21/07 I spoke with Manny in the US Airways customer relations department. He asked me to capture the details of my mistreatment in a letter.

On 6/25/07 I spoke with Cheryl Love, an executive in the department of customer relations. She told me she was unable to comply with my requests for rectification, but nonetheless, “we are taking this situation very seriously.” (In fact, she “took this whole situation so seriously” that she mis-read my statement of events: she thought this seating “incident” involved my mother, not I). Ms. Love said she could NOT give me a first class, round trip ticket because “the flight attendants have a right to change seats at any time and seats are not guaranteed.” Ms. Love extenuated the seriousness of the situation, thereby invalidating my entire experience not just once, but several times during the conversation. Given the “seriousness” of the situation and the manner in which US Airways has handled this injustice, I do not believe sufficient “internal action” will be taken. Because US Airways staff is unable to provide me a letter of apology, I requested a letter from an authority figure in customer relations, which she granted. Ms. Love will however provide me a $200 voucher, which does not cover the cost of my flight. This simply is not good enough.

Please feel free to call Ms. Love and express discontent no my behalf. MS. CHERYL LOVE’S DIRECT LINE IS: 480-693-2314. She works M-F from 7A-3:30P. Or email customer relations at: http://www.usairways.com/awa/content/contact/customer_relationsform.aspx

Any support would be tremendously appreciated. US Airways might actually take “spam” more seriously than a real person. It is all about quantity.

On 6/14/07 at approximately 11:27 p.m., I boarded flight 49 from Las Vegas, NV to Washington, DC. I complied with US Airways procedure and boarded by zone. I was one of the first persons of my zone (6) to arrive at my assigned seat, 11C (aisle). At this point, seats in row 10 had not been boarded. I placed my belongings in the closest available overhead baggage compartment and hurried to the restroom. Upon returning from the restroom, I found a middle aged, caucasian man sitting in my seat. Apparently, the “gate keeper” had just “assigned” this man to my seat while I was in the bathroom, as his row 10 seat had been triple booked. There were 4 vacant, “middle” seats on the plane. US Airways had taken my seat away from me while I was in the bathroom and given it to a man simply because he did not want to sit in a non-aisle seat.

I told the flight attendant that a man was sitting in my pre-assigned, reserved seat and asked her to have him move. She responded by attempting to stop the gate keeper, who frustrated, dismissed us with a wave, and rushed off the plane. The flight attendant told me--in a tone that implied she was doing me a favor--there were 4 other empty seats available on the plane, all of which were “middle” seats. She said I would have to sit in one of these seats. I asked her why I could not sit in my assigned seat. The flight attendant responded, “I understand, I’m sorry, we only have these 4 empty seats left.” I asked her why the man who was sitting in my assigned seat could not move to an empty middle seat, as the seating conflict did not involve me and therefore I should not have to experience its consequences. When I raised these questions, the man in my seat said in the most condescending tone, “We’ve already been through this,” indicating I should just sit down in my new middle seat and not complain. Apparently, I was too insignificant to be included in the “we.”

Initially, the flight attendant could only find 2 seats. I chose not to sit in the first because it was located in close proximity to the passenger who had so brazenly stolen my seat and belittled me. I sat down in my new middle seat, next to a very kind and overweight woman. We were unable to place an armrest between us due to her size. Incensed, I got up and spoke to another flight attendant. He told me I would have to sit down and said he “understood” the injustice of the situation. I again asked him how I could be displaced from my seat as I went to the bathroom. Why did I have to suffer the consequences of someone else’s overbooked seating situation? He called a supervisor, who did not even allow me to explain my situation, but did give me two options: I could either sit in the middle seat or take the flight the following morning. I did not understand why these options were presented to me, rather than to the man who displaced me from my seat. I sat down in the middle seat. I told the initial flight attendant who “understood” the situation so completely that taking the next flight would not be an option, as my reason for flying to DC was to aid my sister, who was shot in Iraq and in a fragile state at Walter Reed Hospital. She patronized me once more, saying she “understood” and said she could do nothing about my seating situation, as the “gate keeper” had told the man to sit in my seat. We established that she had the power to override that decision, but she would NOT exercise that power.

Another flight attendant ultimately acquiesced to my demands and provided me with a customer service number, which turned out to be for all intents and purposes, non-functional. The primary flight attendant said there was “some form, I don’t know, you sign the bottom or something and you can fill that out.” She did not know how to procure the form nor was she willing to find out and therefore could not provide me with alternative recourse. I told her I could not help feeling that race and gender bias were factors influencing the trajectory and outcome of this egregiously unjust situation. She told me she “understood” again and offered me a “clean pillow, because you might as well try to get some rest on this flight.” Throughout the interaction, the flight attendants treated me as if I were a 12 year old child. This was a classic bullying situation infused with bigoted overtones. The staff exploited and degraded me because they simply could.

Multiple aspects of this flagrantly outrageous situation greatly disturb me. First and foremost, how could I be displaced from my assigned seat simply because another passenger did not want to sit in a non-aisle seat? How is it possible that this man’s “preference” was able to override my “right?” Why were my options those of a customer in an overbooked seat? Why was I offered no viable alternative recourse? Why were the flight attendants and passenger unable to relate to my righteous indignation? Why did the flight attendants and passenger patronize, degrade, and disrespect me? Why were all my concerns simply discounted and dismissed? Given the flight attendants were without a doubt aware of my extenuating circumstances and my extreme duress their actions—or lack thereof—were particularly unconscionable.

This shameless refusal to demonstrate baseline human respect and complete lack of regard for an individual’s rights is disgusting. Given the particular, shocking, audacious, and blatant arbitrariness of the flight attendants’ decisions, I am unable to dismiss the possibility that racism, gender bias, and age may have motivated their attitudes, responses, and refusal to rectify the situation. (All participants were white with my exception and I obviously do not embrace a conventional conception of femininity. And let’s face it; the gripes of 40 year old, white men have always been taken more seriously than 24 year old, biracial females). Upon sharing these observations and conclusions with the initial flight attendant, she looked at me as if I had introduced the concept of bigotry to her for the first time in her life.

On my 5 hour return flight, I did not use the bathroom in fear of getting displaced from my seat. On 6/15/07 my father and I called customer service multiple times, but management was unable to provide assistance.

Appropriate action must be taken so US Airways staff can make changes in their practice and understand that their actions and attitudes are highly unacceptable and will not be tolerated. Minimally, a written reprimand must be placed in the active participants’ personnel files. I expect a written apology from US Airways to accompany a complimentary first class, round trip ticket.

 
At Thursday, June 28, 2007 8:46:00 AM, Anonymous Anonymous said...

Dear US Airways,

I am writing to express my concerns over my recent experiences while traveling on your airline. (Trip locator BAVLNH.)

As usual when traveling with your Airline my flights were extremely delayed. Additionally, according to US Airways policy updated flight information is to be provided at the gat every 15 minutes and in this case the policy was not followed. My flight 1709 from Charlotte to Orlando FL was to depart on 06/13/2007 at 4:10 pm, however flight 1709 on 06/13/2007 did not depart the airport until 8:00pm! Weather in Charlotte and or Orlando was not the issue. The issue was that the plane did not even arrive at the gat until nearly 7:00pm on 06/13/2007.

My entire office was traveling with me to attend an awards dinner that we promptly were unable to attend due to the tardiness in management of your airlines flight schedules. Traveling with me were the following individuals: Shannon Eckard, Scott Wesolowsky, Dale Pangborn, Casey Ryon, Wendy Antonich, Jeremy Ordan, Jason Osborne, Kenyon Allen, Princess Witherspoon, Quinn Lacy, Dawn Lee, Linda Jones, Aliya Degeneste, Jeremy Fitzjerald, Marlo Prioleau, Paxton Reed, Steve Bergen, Thomas Headen, Dallas Womack, Jesse Thomas.

Furthermore, upon our return flight home we were once more delayed by the management of your airlines flight schedule when flight #1940 from Orlando to Charlotte on 06/15/2007 was delayed by over 2 hours for "traffic reasons". Mind you that all other flights from the same airports were running on time. Traffic issues became an all too obvious and convenient excuse.

This was the sixth flight in a row (all within the past 6 months) that I had the misfortune of being at the mercy of your poorly managed flight schedules.

This time I had absalutely had enough! I called you customer service telephone number (which routed me to India apparently) where I spoke to the rudest, most utterly apathetic and incompetent representative who goes by the name he gave me as Glen Viray. Not only was Mr. Viray unable to accommodate me on another flight, he saw fit to repeatedly place me on hold for no apparent reason for extended amounts of time. He would then return to the line and ask me to hold again so that he could do what he just told me that he was putting me on hold to do. Furthermore his extremely poor communication skills made it all but impossible to hold the necessary conversation. (He kept going silent and would not respond to verbal attempts to verify that he was still on the line sometimes waiting up to 30 to 40 seconds to reply "yes, I am still here." This went on my cell phone for nearly 35 minutes with absolutely no progress until Mr. Viray finally came back onto the line and explained that he was going to accommodate us on another carrier: United flight #2007 on 06/15/2007. Once again I was asked to hold two or three separate times while he supposedly attempted to get a United Airlines representative (Ian) on the line with us. Once he finally was successful in getting the United representative on the line Mr. Viray went silent again simply repeating to the United representative that he was calling from US Airways and to please hold on! Finally I started to beg Viray to please tell the United rep why we are calling him! He responded by laughing into the phone uncontrollably and continuing not to comply with both my and the United representatives attempt to get him to state the reason for the call. Finally I had to take the initiative to explain to United Airlines why we had ended up on the phone together on that day only to realize that United flight 2007 from Orlando to Charlotte on 06/15/2007 was actually YOUR FLIGHT! That is correct, after 45 minutes of being subjected to Mr. Viray's abuse I was worse off than when I picked up the phone to call your so called customer service line. And all Mr. Viray could do was remain silent or laugh. Both the United agent and I were extremely aggravated by this point and when I asked to speak with Mr. Viray's supervisor he called me a "whining brat"! I have retained the contact information of the United Airlines employee who was witness to this unnecessary verbal and slanderous attack! We then begged Mr. Viray to speak to his manager which at first he refused to comply. Finally he brought to the phone an individual who had to spell her name for me as (Czarinah emplyee ID UV). Czarinah was no help but at least apologetic for the actions of Mr. Viray and agreed to meticulously document the details of this situation in the notes of my call. I also told her that I would be requesting a full refund for myself as a passenger and that I was considering pursuing refunds on all of my employees as well. We could have driven back to Charlotte cheaper and faster with less stress than what your airline was providing. Czarinah assured me that upon my returning to Charlotte I could call customer relations at 866-523-5333 and pursue my refund. When I returned home and called the number I was not shocked to find out that your customer relations department does not accept calls. At this point being determined to hold your airline accountable for its failures I began skip tracing through the different prompts in attempt to get a live voice. Oddly enough when I pretended to be interested in purchasing additional travel I was connected right away to a live person. I then asked to speak with the manager and she brought on the line Michell emp Id# X1, who bounced me to Sheila UFMSD, who bounced me to Vergie who would not give an employee ID but preferred to simply refer to herself as "Reservations supervisor in Winston Salem". Vergie said that she could not help me and tried to refer me back to the 866-523-5333 number but instead of falling for that again she mentioned that I needed to go to your website to pursue my complaint.

I am requesting a full refund of $297.30 for my horrible experience and wasted time. Not only will I never travel with US Airways again, I will surely not subject my employee's to your abusive Airline. You can contact me directly at 704-806-5516 to make arrangements. If I do not hear back from you within 30 days of 06/27/2007 I will be forced to pursue action via a higher authority. If this goes that far I will also be pursuing refunds on behalf of all of my employees as well since I purchased all of their flights myself.

Sincerely,
Richard Chase
704-806-5516

 
At Friday, June 29, 2007 9:59:00 PM, Anonymous Anonymous said...

Some of these people are just too involved in themselves to understand what is true injustice, or what is simpley a fairly common experience that happens with all airlines. Take Laureli's complaint for instance. What, has she only flown twice in her sheltered life? She bought a seat, got to fly, and thinks she deserves a first class round trip ticket because she didn't get her prefered seat? Poor Laureli. She had to sit next to a fat person. Poor Laureli. I guess she didn't let the airline know she was better than everyone else on the plane - or at least better than the people that paid the SAME price she did -- if not more -- and had to sit in a middle seat! And then goes ON and ON about the injustice of it all. Everyone that flies more than a few times a year knows that you buy a seat on the plane, not a specific seat. There are people with confirmed reservations and seats that get left everyday in the airport because the flights are oversold; and this whiney, selfish complainer thinks she is entitled to a free flight. Lady, come back to earth. You can't even see how selfish you sound. Is appears from your story that the man that got "your" seat was also double-booked in another seat. So you are more entitled than he is to sit in the seat? Honey, you should fly Southwest Airlines sometimes to understand what you money buys you: a seat to your destination. Did you consider that he might have a disability? You are probably one of those people that wouldn't exchange your seat so that someone could sit next to their child, or sick partner. With all the real problems out there, it makes me sick to see annoying selfish posts like this.

 
At Thursday, July 12, 2007 8:58:00 PM, Blogger mike said...

Whow! I thought I was the only one to have problems with US Air. I cannot tell you the problems I had trying to use vouchers that US Air sent me as a goodwill jesture from previous problems. The customer service department overseas is uncaring, unknowledgeable and downright rude and have no idea what I am trying to do. So then I attempted to call Customer Relations, twice on hold once for 1 hour 27 minutes and next to 1 hour 52 minutes and never spoke to a soul. Making a long story short..I finally went to Sky Harbor airport to wait in line with all the travelers who needed to check in for their flight who took care of the situation. One week of a nightmare ended. I am using these vouchers and then will never fly US air again until such time that they get their problems solved.

 
At Wednesday, July 18, 2007 7:54:00 AM, Anonymous Anonymous said...

I'm very surprised that you seem to like the CEO of US Airways, but not the people working for him... The reason you had to jump through so many hoops is mainly because of him and the ENORMOUS manual he issues to employess (we're talking like 2500 small print pages) about what they aren't allowed to do. The lady you spoke to about your ticket was only acting the way she had been told to act by her supervisor and if she were to simply do what you asked of her, She Would Lose Her Job. And she probably Really wished she Could just do what you wanted, I'm sure she wishes it were that easy. Maybe next time you see the ceo you can take it up with him, perhaps you could also ask him why my mother was given a 75 cent check at christmas time after working a 7 day trip every week.

 
At Thursday, July 19, 2007 2:31:00 AM, Anonymous airway said...

Very good article, this article make some interesting points.

airway dir

 
At Friday, July 20, 2007 2:09:00 PM, Anonymous Anonymous said...

To all that reads these comments. I am a current employee with US Airways that worked with America West prior to being merged. I understand many of the people how has read and posted there experience on this website. I understand all your frustration as it is an equal frustration on our parts as well especially those who worked for a customer friendly company such as America West to a company that has basicly erased our identity to be the industry's most customer friendly airline to one that causes not only frustrations on our customers but also on the employees. I'm not in any of our overseas office I'm in Reno NV. I'm a supervior but I don't get paid $20 per hour I only get paid $10 per hour to try to assist with what I can. I try every day to come in and find a reason for continue to work with the company and put up with the verbal abuse that I get not only from the representive that I try to assist but also from passengers. I understand all your frustrations with delayed or cancel flights and I make it a priority when I get a call to assist with what I have availilbe to me. Which with any weather or air traffic control delays or cancellations I can't do much cause theses are issues that are beyond the airlines control. We don't control the weather going bad. It may not be at the airport you are at but it can be in the airport that you are going to or in route. I'm sorry to say we can't just fly around the weather. Just cause you see other airlines leaving the airport and taking off on time don't mean that, that particular flight is going in the same direction as you. As far as air traffic control again that is an airport decision that is determined by the air traffic control tower (which US Airways don't own) again just because you see a flight leaving don't mean that they have not experienced the same problems. As I'm a desk that tries to make exceptions do to certain circumstates doesn't mean that I can make those exceptions. Lately it has been difficult to reacommodate passengers on other airlines cause they are sold out or have their own delays. I have worked in the Travel Industy for 10 years as a travel agent prior to working for America West now US Airways over 5 years ago. I can tell you cancellations, delays and schedule changes is not limited to just US Airways, EVERY airline has them. I understand all of your experience has been unpleasent and I apologize as an employee on your all your experiences you have had. We are a business and you must understand the reason we have our policies in place as a much larger airline compare to Southwest and Jet Blue is we offer you more service to more destination. We have change fees on our tickets to make the fare low for you to travel on ex:CLTMCO our lowest fare round trip with a 7 day advance purchase and restricted times and dates as of 7/20/07 is going for $138 plus tax. This is a non refundable ticket with is non transferable and you would pay a change fee of $100 for any changes plus and additional cost if the new fare is higher then your original ticket. If you don't want to pay the fee you can get it refundable changeable ticket with no advance purchase the lowest fare on that one is going $1062 plus tax. So if you think of it by us offering lower restricted fares you pay only $238 for your ticket and to do a change you save as a consumer $824.00. People what it all they want flexiblity and low fares well if we do that, that means we will have to offer you less service, such as no seating assignment at all, no first class and those international destinations you can kiss them good bye as well. Do you know that Southwest don't have an ticketing agreement with any carrier. Which means if they have any flight irregular flight operations such as weather, air traffic control, crew or mechanical they can not protect you on another carrier. So if you want lower fares with more flexiblity look at what you would sacrafice. The options to go around the world, with US Airways or any coshare partners. Having first class options, and assign seating. I have to agree it was not right for the person that had an aisle seat and left during boarding to use the facilities on the flight and find when they got back the seat was given to someone else was wrong. I understand that individual being upset. For the way it was handle you have my apologizes. Still under our contract of carriage it only states that we will guarantee you a reservation not a seating assignment. Assigning seats prior to the day of travel is what makes our service better. So just think before you call complaining the fare is to much. Think of what you would give up as a customer if we did give all you want. Just to let you know reservation is not updated second by second on what happens at the airport. Usually we are the last to know. That's why if we refer you to the airport cause they have the must current information. But don't think that what a few individuals do to make your experience bad is standard. Most of us do care and that is why we are here. I would not be working for this company for $10 per hour listen to people verbally abuse me day in and day out for anywhere between 8-16hours a day if I was in it for just the money.

 
At Tuesday, July 24, 2007 5:32:00 AM, Anonymous Anonymous said...

I can understand how flights can be delayed due to weather or mechanical problems. Heck, I may even show some empathy towards dumb pilots docking the planes on a wrong gate.

However, what I don't understand is how US Airways has consistently f***ed up transporting luggages. Not only that, do they hire bunch of thieves to check the bags? Seriously, if I knew some voodoo spells, I'd put a hex on all of these f***ers!

 
At Tuesday, July 24, 2007 10:40:00 PM, Anonymous Anonymous said...

US Airways/America West is, by far, hands down, the SH*TTIEST airline ever! Just wanted to reiterate that, as if there are not enough bad comments on the airport, just goes to show, I guess.

can someone please start
www.americawestsucks.com
or
www.usairwayssucks.com

the domain
http://www.allstateinsurancesucks.com/
actually exists. If I were more comuter saavy I'd do it myself. Someone PLEASE start this, because they SUCK!!!!!!!!!!!

 
At Wednesday, July 25, 2007 5:42:00 PM, Anonymous Anonymous said...

US Airways is undoubtedly the worst airline to deal with. I go out of my way to not deal with them, I pray they go out of business. Truly a pathetic organization.

 
At Wednesday, July 25, 2007 5:47:00 PM, Anonymous Anonymous said...

Now I understand the term "Useless Airways"

 
At Wednesday, July 25, 2007 11:37:00 PM, Anonymous Anonymous said...

ok, so, yet again they have SCREWED ME!! thats THREE TIMES in ONE week!

in retaliation, I have started a myspace page on US AIRWAYS SUCKS!

join my myspace protest, my email address is:

usairwaysux@yahoo.com

You can search me on myspace. Thanks in advance for the support

 
At Sunday, July 29, 2007 6:54:00 PM, Anonymous Paul said...

I've been flying with this company for many years. The price of their vacation packages can't be beat, although you get what you pay for. Long delays, missed connections, overbooking, etc.

This week I received a call from a company rep stating that my non-stop flight back from Vegas at 11pm had been cancelled, but they were putting me on another flight 12 hours earlier. I stated that was not acceptable. They then offered to book me on a flight leaving at 11pm, with a layover in Philly. I queried what option I had, and was told I could receive a refund (my vacation is 2 weeks away). I stated I had paid a premium for a non-stop flight and expected a refund for the difference. I was told this vacation package was now worth $500 more than what I booked for. While I appreciate the cost has gone up, I booked this flight 4 months ago, sorry about the inflation. Not receiving any courtesy I asked for a supervisor. The rep laughed at me and said she will just tell you the same thing.

20 minutes on hold I spoke to a supervisor who parroted the same response, and was overly eager to cancel the trip. She was arrogant and extremely rude.

You get what you pay for, and obviously customer service is not included in the fare.

 
At Tuesday, July 31, 2007 8:56:00 AM, Blogger Troy said...

Wow. Here I sit at the Airport in Calgary Canada, waiting to see if I can get on another flight to Denver today. Why am I waiting you ask? Well, it seems that US Airways' gate agents saw fit to leave the check-in counter before I had a chance to check-in, even though I arrived at the airport a full hour before takeoff.

Im not going into details because I am exhausted at this point, but long story short, the customer service rep bounced me back to my Travel agent and stated that their policy is 3hrs check-in prior to international travel. Funny - that's not what they're policy says on the web...The agent refused to give me her name, refused to refer me to a supervisor and eventually would not speak to me (she wouldn't hang up though - what a trooper!) US Airways basically told me no refunds, no help, go away. My Travel agent then spent a tireless amount of effort to ensure that I had the privilege of paying $100 to change the flight. Will I ever fly US Airways again? HELL NO. See you in Chapter 11.

 
At Wednesday, August 01, 2007 7:51:00 PM, Anonymous Anonymous said...

A truly pathetic airline. I travel frequently. I chose to take a trip with my two young children 9yrs and 1 yrs old to Canada for one week from Dallas. I had a three hour layover in Philly.Before I caught a connecting flight to buffalo, NY and then on to Toronto, Canada. The flight in Philly was delayed for 1 hour then gates were changed at the last minute without any notice then delayed again another hour and finally canceled. I was stuck in Philly with two children and I checked all of our bags and car seat except for 1 diaper bag which now after 5 hours at the airport had 1 last diaper in it. I was not accomodated for a room I had to pay for my own hotel in addition I was not able to receive my bags back so I spent the night in the same clothes no toothbrush, no toiletries, and most importantly no diapers and no places in the airport that sold diapers. The next morning after shuttling with 2 little ones alone to the airport to catch a 9:20 to Buffallo we wre yet delayed again. Finally we were able to board and I was assured that our bags would end up on that flight never the less when we landed to no avail no bags.
In Buffalo I believe that I encountered the rudest man on the face of the earth his name was Mike S. After spending two days in the same clothes and paying for my own hotel. I just wanted to get to canada. But US Airways in truwe form had lost all of the bags so we had no clothes. Now I am in Canada on my third day with of course no clothes and still no bags. They are willing to reinburse me 25$ a day for incidentals where can you buty panties a bra pants and a shirt for 3 people under 25.00 dollars where are they getting this price structure. I still don't have any bags no make up but I managed to find a place in Canada with no diapers. US Airways is the most horrible airlines in the industry I can understand weather but all my flights were delayted and cancelled due to no staff with as many people that are looking for work now I find it so hard to believe that they can't find enough staff to run their airlines properly. All of the employees act like its the customers fault when things are jacked up with delays, cancellations and lost baggage. That the part that really burns. Whomever the CEO is he needs to be fired and board of directors need to appoint someone else. They suck I work for a large bank and I will tell everyone that I know persoanlly and professionally never in their lives to fly US Airways EVER.

 
At Sunday, August 05, 2007 9:40:00 AM, Anonymous Anonymous said...

True, US airways suck big time. I am writing this comment, sitting in CLT, waiting for my flight to take off, which is already delayed by 4 hours. (US 3285). I checked online and both CLT and ATL have clear weather, i see the plane that will take us to Atlanta has landed in CLT, but can not understand why these idiots are bumping take off time by 20-30 minutes each half an hour. I have started flying US airways since Jan 07 and have NEVER NEVER took off on time. I prey to God the US airways go in bankruptsy preety soon or should be taken over by Southwest. (BTW, southwest has no service to Charlotte. This could be very good opportunity for SWA to grab huge marketshare (they should fire all US airways employees after takeover)
Damn the US Airways! I hope they loose so much cash next week they are not able to operate a single flight.

 
At Sunday, August 05, 2007 9:46:00 AM, Anonymous Anonymous said...

US Airways:
- F#@$ing Fake Airlines
- Sh*tteiest
- Maglomaniacally Idiot
- Deserves to file Chapter 11
- wants to file bankruptsy\
- Devils equivalent of airlines
- No god believer should fly
- is an institute to make american terriorists who may bomb their empty planes just out of frustration

 
At Tuesday, August 07, 2007 4:11:00 PM, Anonymous Hannah said...

When US Airways royally screwed my husband and myself over last month, I read this blog and lost all hope of justice. They bumped us off a flight by putting 17 standby passengers on early, then couldn't get us another flight for 3 days on top of the usual 12 hours of fighting to get our bags back and rerouting our trip.

I was totally irate but wrote a pretty calm 4 page letter to all the customers service addresses I found from the I-HATE-USAIRWAYS sites I read.

Nine days later, I received a refund to my CC and two days after that, I got 2 $150 travel vouchers in the mail.

I was totally shocked of course because I read that they had an 8 month backlog of complaints. Anyway, I just wanted to let people know to keep complaining as it looks like at least someone over there is working.

BTW, I was flying out of Phoenix and I sent one of the letters to their CS center in Tempe, which is nearby. I assume that's the letter that got the response because it happened so quickly. Or it could have been the emails (the same text as the letter) I sent to everyone and their mother over there.

 
At Thursday, August 09, 2007 10:19:00 PM, Anonymous Anonymous said...

www.myspace.com/usairwaysucks

i see there is a lot of activity on this subject. possibly from all the summer travel, so i wanted to get that plug in one more time.

 
At Sunday, August 12, 2007 7:31:00 AM, Anonymous W N said...

US Airways Doe's Suck!
My mom only traveled from Albany NY to Atlanta GA,

They Lost here luggage. they were rude to her on the plane and during the Pittsburgh transfer point,

And still 24 hours later there is NO luggage

My mom is 67 years old and US Air sure don't know how to treat older adults

Just me venting from
Schenectady NY

 
At Monday, August 13, 2007 8:42:00 PM, Anonymous US AIR SUCKS said...

US AIR SUCKS!

I just found out that the frequent flyer miles I accumulated over the last twenty years were gone. When I called and asked why I suddenly had no miles I was told that I hadn't booked a flight on the airline in the last 18 months. I was never told that my miles were going to expire or be forfeited. The lady on the phone told me that I could give them $345. to reinstate my miles, sign up for their credit card that has an outrageous interest rate or book a full fare first class ticket. I am well aware that the person on the other end of the phone cannot do anything about my problem. I was told to call customer service. When I expressed my deep anger at having my supposedly "forever" miles taken away, she said "I understand." That phrase sends me into orbit. I told her that she really doesn't understand or she would go out and get a real, honest job as stripper or some other more reputable job than working for America's worst airline. It is shocking that the airline can simply take away your miles and then have the balls to try and force their customers to agree to high interest credit offers or to simply extort money out of them like a mafioso. I stand with all Americans that declare never again to fly with such a horrible, rotten to the core, lying, weasely (is that a word?), piece of crap, decrepit, smelly, rude, unAmerican, unpatriotic, hater of children, puppy killing, cat stomping, low life, scuzzy, waste of metal airline!!!!

I will drink a beer in celebration when (not if) that airline goes bankrupt. No business has more earned the scorn and hate of their customers than US Airways.

I will not waste my time calling their stupid Customer Service.

I hope they get sued over this!

 
At Monday, August 13, 2007 8:47:00 PM, Anonymous US AIR SUCKS said...

Oh yeah, one other thing that is simply hilarious and very revealing about USELESS Airways. All of their reservations and other lines are 24hrs. The only line that is 8 to 5 m-f is their CUSTOMER SERVICE line. Can an airline get anymore naked in their dislike and contempt for their CUSTOMERS?????

 
At Friday, August 17, 2007 11:55:00 AM, Anonymous Anonymous said...

I also got really poor customer service from US Airways. My flight was delayed an entire day, and I was not even given reimbursement for a hotel. I did receive a voucher for a discount off a future flight, but I really don't want to fly with US Airways again (this was my first time flying with them)! All my connecting flights with them for the same trip were also delayed at least an hour. It was the worst airline experience I've ever had!

 
At Saturday, August 18, 2007 6:16:00 AM, Anonymous Anonymous said...

I am out 489.60 because of US Airways mistake. Back in Feb. my original flight through United was canceled due to weather conditions in Chicago. Desperate to get home, my wife and I purchased two tickets from US Airways on our own, we had our 2 year old daughter with us and figured we would have her sit on our lap. I then called United to accept credit on unused portion of original trip. United tells me they can book three tickets for me on the same US Airways flight I just bought two tickets on (some sort of agreement between airlines).

I accept the United offer and immediately call US Airways back to cancel tickets I purchased and willing to accept credit for future travel with US Airways. They grant me the credit, or so I thought.

Now five months later I try to purchase new tickets from US Airways and use the credit of 489.60 that is owed to me. Problem is they have no record of a credit due to me. They are saying I used the tickets, which I did not, I used the tickets United purchased for me. Somewhere along the way somebody screwed up and I am left paying for it. I have spent hours on the phone with US Airways trying to explain to them how they screwed up to no avail.

They can't seem to understand that I purchased two tickets my own then United purchased three for me. I then canceled the two tickets I purchased for credit with them and used the tickets United purchased for me.

ARGGHHH, I am done with US Airways at this point. What makes matters worse is they are telling me I am wrong, they can't seem to accept or be willing to search for their mistake.

 
At Thursday, August 23, 2007 7:02:00 AM, Anonymous Humanfactor said...

I recently had the worst flying experience in my life with U.S. Airways. They mistakenly canceled our family's flight to Europe a week ago, then corrected the mistake by placing us on stand-by (which we barely made). The same problem played out on the return trip as they over-booked the flight. They have absolutely the worst personnel working their service in Lisbon, Portugal. My colleagues at work have also experienced problems with US Airways, as both their flights were canceled from Boston to Philly. Oh, they also canceled our return flight from Philly to Boston (last lag of our European trip coming home). They have the worst customer service and are terribly organized on the ground. This is such a loser airline. I really hope they go out of business asap.

 
At Thursday, August 23, 2007 1:17:00 PM, Anonymous Anonymous said...

They are known for losing bags. Even the taxi driver know about US Airways and lost bags stories from othe the passengers. Do not bother to select your seat assignment on -line as it will be changed by someone mysteriously and they do not honor it anyway. We have requested to seat together as a family and sure enough we were dispersed all over the plan and given the worst seat - the middle seat.

We wasted 7 hours in transit in Philadelphia and it was a chaos. We will never fly this airline again -

 
At Tuesday, August 28, 2007 6:57:00 AM, Blogger avocadoinparadise said...

I won't fly them again because they have tvs blaring constantly on the flights. Not just for the intro & movie, but the WHOLE TIME! I can't take that level of tv intrusion into my book reading or sleep. The earphones make it so I hear the volume from all around. They play lots of commercials & then a stupid trivia game. WHY??!?!

 
At Sunday, September 02, 2007 10:44:00 AM, Blogger hans.wright said...

I booked a round trip for two on 8/18 with US Airways from Sacramento to Las Vegas and paid $426 for a business trip. Something changed with my schedule and I needed to move my return flight (only) on 9/23 to a later time that same day. US Airways wants to charge me $500 ($250 per person) to simply change seats from a 9am flight to a 4pm flight on the same day. Costs them probably $20 administrative work to simply change these available seats... yet they want to literally charge me $500. That's more money than I paid for the entire original round-trip. Here I choose to want to do business with US Airways, and they turn around and want to gouge me in order to remain being their customer. What a crock. How can anyone have a conscience and work for this company and this industry with policies like this? Where is the caring for the customer, and customer retention policies? No wonder they cannot be profitable. They suck and do not care. Period and exclamation point.

 
At Sunday, September 09, 2007 8:15:00 AM, Anonymous Anonymous said...

Dear Customer Relations:
I want to inform you of a problem I have encountered with your website and your technical support team. On June 6th, I signed up for a promotion advertising a 50% preferred mileage bonus for flights booked as Y or B class. At the time, I was debating on whether to book a business trip to Orlando with US Airways or Southwest. This promotion prompted me to book with your company since, with the bonus, I calculated I could qualify for Preferred Status by 12/31/07.
While I have always booked my airline tickets online, I had no experience with booking a specific class fare. I called the technical support line to see if it was possible to book a Y Class ticket online. I was told that I needed to book my ticket as a full-fare, unrestricted coach class ticket. I booked tickets for myself and my spouse. I spent about $275 more per ticket than I had planned, but I justified the excess cost by the fact that I would receive the bonus miles. During, my flight there were no first class seats available so I didn’t realize that I wouldn’t have received one anyways.
After my Orlando trip, I also booked a one-way ticket from Las Vegas using the same method in hopes of receiving the bonus miles. When I arrived at the Las Vegas airport yesterday, I inquired about an upgrade, and that’s when I learned that I had not booked a Y class ticket at all. Of course, I was very upset when I learned this. I asked if I could get a complimentary upgrade, but all they offered was an apology and directed my concerns to customer relations.
I would like Customers Relations to take responsibility for the egregious misinformation from technical support and vague, poorly-worded promotional email that I received (enclosed). I don’t expect a refund of the excess costs incurred from incorrectly booking the tickets, but I feel I am entitled to the bonus miles that I that I expected to receive. If I receive these miles, I will continue to pursue Preferred Status and book my flights through US Airways. If I do not receive any miles, I will not be flying US Airways again, and I will cancel both my US Airways VISA and Mastercard. I hope the latter is not the route chosen because I am a valuable customer to this company. I travel to conferences 4-5 times annually, and I will also be traveling monthly through for consulting activities. It would be a shame for US Airways to lose my business to Southwest.

 
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At Thursday, September 27, 2007 4:19:00 PM, Anonymous Anonymous said...

http://wantonwonton.blogspot.com/2007/09/when-did-lying-become-norm-in-customer.html

my homeward bound flight on u.s. airways was delayed then cancelled. basically it turned a 15 hour hour trip home into a hellish 42 hours. with travel in general i always try to carry with me the philosophy that stuff happens with flights and it is just best to roll with it and make the best of it, i.e. bring lots of snacks and water that you can use as dinner or breakfast substitutes. what my problem with u.s. airways was in the matter of having their employees lie to my face. repeatedly. from the "your flight was never delayed" (although the website, the boards at the airport AND the phone call FROM their office said otherwise) to "it's too late, that alternate flight has already left" (right after a previous person asked if i had any baggage to check on the alternate flight). so i write them a letter telling them how lying is so not cool and how heads should roll....only to get a response which was basically here's a travel voucher for less than your trouble (and can't pay for any trip anywhere on their carrier in its entirety), now run along....computer generated form letter goodness. livid, i tell you, livid. so the employees are at liberty to lie to you repeatedly at u.s. airways. remember that kids. the worst part is that i usually pay more to fly u.s. airways than the cheaper options because of all of that customer loyalty frequent flyer bullsh**. why should i continue to be loyal to a company who apparently doesn't give a flying f*** about how they treat me? i refuse to be in this unequal relationship any more.

 
At Sunday, September 30, 2007 8:53:00 PM, Blogger elrio said...

PHOENIX -- A 45-year-old woman who was in police custody after being arrested for disorderly conduct in a Phoenix airport terminal died in a holding room while apparently struggling with her handcuffs, police said, according to KPHO-TV.
Carol Ann Gotbaum, 45, left alone in the room, was possibly trying to break free from the handcuffs when she got them entangled around her neck, said Sgt. Andy Hill of the Phoenix Police Department.
Hill said a medical examiner will have to make a final determination as to the manner and cause of death.

Gotbaum is the daughter-in-law of New York City Public Advocate Betsy Gotbaum, the Daily News reported in Sunday editions.
"We are extraordinarily upset," said Betsy Gotbaum.
She added that her daughter-in-law had three young children.
Betsy Gotbaum spoke briefly to media across the street from her Manhattan building on Sunday.
"It's obviously very, very difficult for us, we are dealing with it as best we can. My number one focus is those children and my stepson. I hope the press will consider our feelings and please, please, please don't ask us any more questions," she said.
The flier went into medical distress and lost consciousness, Hill said.
Officers administered CPR and firefighters joined in when they arrived at Terminal 4, but their sustained efforts could not revive her.
According to witnesses, Friday afternoon's incident at Sky Harbor International Airport began when Carol Gotbaum was unable to board her flight and started arguing with a gate attendant, Hill said.
Carol Gotbaum was denied entry to a US Airways Express flight headed to Tucson, Ariz., because she was late arriving at the gate and the plane was already preparing to depart, US Airways spokesman Derek Hanna said Saturday.
She was rebooked on the next flight, but "she became extremely irate, apparently running up and down the gate area," Hanna said.
A number of witnesses told officers they observed Carol Gotbaum yelling and screaming while running through the terminal, according to Hill.
Two officers who initially responded approached her as she was going past the security checkpoint area back into the terminal, Hill said.
The officers were not able to calm Gotbaum and eventually arrested her for disorderly conduct, Hill said.
Woman Enraged, Witnesses Say

Gotbaum initially resisted being handcuffed, but she was finally taken into custody near the security checkpoint, according to Hill.
The woman was whisked to a police holding room office in Terminal 4.
A number of police employees were in the room at the time, Hill said. Gotbaum was placed in an individual holding room by herself in handcuffs.
When officers outside the door did not hear her voice, they went in to check on her and found her unconscious.
Second Airport Scare In Two Days

On Thursday, firefighters and police officers revived a 68-year-old woman who collapsed at Sky Harbor as she waited for a shuttle bus.
Airport spokeswoman Julie Rodriguez said the woman was unresponsive and not breathing after she collapsed.
Officers at the scene began chest compressions and rescue breathing and used an automated external defibrillator that had been on a wall.
When firefighters arrived, they used the defibrillator again, and that's when the woman's pulse returned.
She was the 17th person to be saved by an automated external defibrillator since the devices were installed at the airport in late 2000.

 
At Thursday, October 18, 2007 3:09:00 PM, Blogger Stivel Velasquez said...

The likely problem, though it's no excuse since we arrived so early, is that we checked in at the US Airways terminal (B), but our flight ended up leaving from terminal F. We checked them in and hiked the long way to F, and still had more than an hour before the flight left -- plenty of time for any sleepy US Airways drone to get the bags to F.sportsbook When we arrived at RDU around midnight, we watched ominously as each person came and retrieved their bag, and we sat there bleary eyed tired as the bags stopped coming out. We filed a claim -- the attendant said the bags would arrive on the next flight and they would deliver the bags, so we went home.
http://www.enterbet.com

 
At Friday, November 09, 2007 12:44:00 PM, Anonymous Anonymous said...

My wife booked us on the US Air flight direct to Kona for a vacation from Phoenix. This was actually my request (I like direct flights) my wife did remind me of all the terrible experiences we have had since the US Air/America West merger. Cancelled flights late night from Phoenix to Tucson after waiting 3 hrs. A staff that makes you feel like a criminal for using a frequent flyer ticket and of course the un availability of first class upgrades because they are being held up to the last minute incase someone will buy them.

On the way to the airport with our bags packed we received a call at 7:50 AM that our flight to Kona was cancelled. When we arrived at the airport we asked to be put on the Hawaiian flight from Phoenix to Honolulu however our flight from Tucson that we were confirmed on at 9:30 was oversold and the agent said we were supposed to be on the 8:10 “ we should have received a phone call”!

We left the airport pretty upset and called reservations and are now booked on the flight tomorrow however we will miss our cruse that was leaving Kona so we are going to Honolulu. The reservations agent said we should call customer service however after being directed to two different numbers there is no one there.

My upset wife says that "I should have known she is always right", well she does have a point.

 
At Friday, November 23, 2007 12:07:00 PM, Anonymous Anonymous said...

I just got off the phone with these guys and am equally disapointed. Same deal - all errors are my fault and cost more money. The kicker is this: I purchased their "insurance" against cancellations and when I tried to cite that, they kept referring to it as "my insurance" and that I would have to call them. This was purchased online through their website and they refuse to acknowledge it. Also, when I cancelled simply to keep only one leg of the trip, they also charged me a 100 dollar fee that I could not use the excess I was charged from my original fare against. What a complete RIPOFF! If someone from US air is reading this - my entire company and I will swear off your services. You CANNOT treat people like this and get to continue to take their money.

 
At Tuesday, November 27, 2007 4:34:00 PM, Anonymous Anonymous said...

How about a class action lawsuit against their policies on cancellation of trips? I've been scorched by them twice, and am SO fed up!!

 
At Wednesday, November 28, 2007 4:18:00 PM, Anonymous Anonymous said...

US Airways should just change their name to Useless Airways.
They should be put into Chapter 7.

 
At Tuesday, December 04, 2007 8:42:00 PM, Anonymous Anonymous said...

My story is really just a repeat of the same stories many of you have posted so I won't bore you with the details. Gross incompetence. Lack of empowerment to take any minimal step to improve the customer's experience. "Discount" does not have to equal complete lack of respect for clients- take for example West Jet, who generally offer the cheapest flights combined with the friendliest ticket agents, accomodating check-in agents, and most energetic flight attendants in the business. Cheap flights can be combined with customer service, but it starts at the top. US Airways continues to suck. I'll never use them again.

 
At Friday, December 07, 2007 10:04:00 PM, Anonymous Anonymous said...

Below is a letter I recently wrote to Doug Parker. Like many of the letters provided on this site, it too will most likely fall on deaf ears. However, information is power and there is strength in numbers, regardless of how insignificant these blogs may first appear.

As a Mac user, I am in constant amazement with the dedication and cult like following Apple receives from its users. In a similar fashion, I find it equally impressive that just the opposite is true with US Airways. And quite frankly, I find it incredibly satisfying.

Furthermore, I can clearly hear the frustration in the voices of the employees who have added their comments to this site. Those that have been with America West since its inception have made the sacrifice through the years. They lost their stock when the company went bankrupt in the early 90's. They stuck it out when that moron Franks held the helm, and now their seeing all their hard work and the love for a company they built, fall into the hands of a thief. Parker is exploiting his employees and manipulating the City of Phoenix while lining his pockets with gold.

Mr. Parker's objective is no different than any other greedy bastard in his position. He's not interested in US Airways, and he could not care any less about the employees. I believe his mission is to drive the bottom line, cash out, then sit back and watch the fall of another airline empire.

I can clearly understand the admiration Parker receives from his board he's making them rich and they encourage his pathetic management style simply for their own greed. They know like any other savvy investor to watch for warnings of unrest, chinks in the armor and disparaging public opinions. If they correctly gage these warnings and get out on an up-tick, these investors are poised to do very well. However, if their passionate about their company, they will remove the tumor before it becomes malignant. I hope this site serves as one of those warnings. I hope this site can help bring about Mr. Parker's demise.

Doug Parker December 7, 2007
US Airways
Corporate Headquarters
4000 East Sky Harbor Blvd.
Phoenix, AZ 85034

Dear Mr. Parker,
Gordon Bethune of Continental Airlines seems to think you have "the balls" to do what other operations only dream of. Is this true or is this just another airline executive blowing smoke up someone's ass, anticipating that somehow the accolade will have some profound message to all of us frequent flyers, who in turn will indiscriminately follow you to the ends of the earth?

My hope is that Mr. Bethune is sincere in his comment and that you indeed possess some unique perspective. However, excellence in one segment certainly doesn't qualify anyone as a specialist in them all, particularly in the area of customer service. You purportedly have Ms. Eberwein to cover you there.

Unfortunately, the wretched communiqué that her organization provides to us, "the customer", is indicative of the lack of objectivity that has permeated your company for years. All of us mere mortals clearly understand the importance of investor relations and the significance of a higher pre-tax profit margin. However, it means little to the average "customer", and it certainly doesn’t obviate your fiduciary responsibility to support your revenue stream, "the customer", while lining your own pocket and that of your investors. It is the height of arrogance to presume that the paying customer will continue to support your apathetic performance record in this area much longer.

Southwest Airlines clearly understands customer relations, they have the best record in the business and it's apparent they also understand the importance of profit margin. Southwest more than doubled the pre-tax performance of US Airways in 2006. Is it too arrogant on my part to presume that the two may in some way be connected?

I personally have not flown Southwest in years, my loyalty has been with America West since the Ed Beauvais, Mike Conway days, resistant to the positive and powerful word-of-mouth opinions of Southwest Airline customers. Regrettably, my loyalty may soon need to change.

I too understand the struggle and the frustrations associated with running a company, I help run a successful biotech firm here in Phoenix where quality customer service and quality products are absolutely our number one goal. The by-product of that mentality is happy, repetitive customers and superior word-of-mouth marketing. I also understand the 70-80 hour work-week, so I trust you can appreciate how profoundly incensed I must be to spend another moment of my time, or that of my company's with your organization. However, I thought it was important to me and hopefully to you that another customer share their perspective with you.

So, while I literally waited on hold for more than one hour for your customer service department to answer the phone, subsequently having the system hang up on me, I decided to do some simple research and challenge both the US Airways and Southwest System and I would encourage you to do the same, Mr. Parker.

My first step was to simply Google the following two phrases: US Airways Customer Service and Southwest Airlines Customer Service.

The first thing that is so damn apparent, is the absolute 180° difference between the two pages. While the first 10 results for Southwest use words and phrases like "flying High" "Awesome", "Best customer service", and "Extraordinary Results". US Airways first 10 results used words like "Sucks", "Beware", "Will not fly anymore", "Tackle complaints", and "Airline may never fly right".

What I found most interesting in my inquiry was the second result for Southwest, "Contact Us", so I did. I literally was speaking with a customer service supervisor with 18 years experience with Southwest in less than five minutes, while in over a month of attempts and more than two hours on hold, I never have had the opportunity to speak with any customer service person at your airline.

Secondly, what I found most disturbing in my inquiry was what I read on Wikipedia. Once again, while Southwest Airlines is hailed as one of the "most admired" airlines in the business and Mr. Kelleher is recognized for his colorful personality, US Airway/America West Airlines is sighted for its poor customer service and your confirmed drinking problem.

So what's my point? Why am I ranting about US Airways instead of spending time with family or focusing on my own organization? What is it that US Airways has done to create such a response? The answer is Nothing! And there lies the problem, Mr. Parker.

On November 8th, 2007 I flew from Phoenix to San Francisco. My bag was checked in more than an hour and a half before my departure. When I arrived in SFO my luggage failed to arrive with me. I filed my claim instantly and was told they would deliver it to my hotel later that night. Today, December 5, 2007, I received my bag FedEx. The bag was clearly searched by the thieves in your baggage-handling department with the contents of my overnight bag poured out, and a significant amount of items missing, items your web site conveniently says it won't replace, including some electrical equipment and prescription drugs.

With this discovery, I called reservations with hopes of getting to baggage claim. Reservations graciously connected me. I asked the poorly English-speaking woman in baggage claim to please connect me to a supervisor. After asking kindly nine separate times to connect me, I asked her for her name and ID number. To my surprise our connection unexpectedly went bad, and she couldn't understand a word I was saying. Abruptly she hung up on me.

Fully beside myself at this point I called "Flight Fund" and asked for a supervisor. The supervisor was helpful and provided me with the following number to customer service: 866-523-5333.
I would encourage you to give this number a try, Mr. Parker, during regular business hours. Once queued, push number 3. Disregard the "Due to high call volume" and "Contact us by email" bullshit, which by the way is a blatant lie, and an insult to your customers. Now turn on your speakerphone and simply wait like I did.

Now try this next number during normal business hours: 214-792-4223. This is Southwest Airlines customer service number. Once queued press number 2. Big difference isn't it! You are actually speaking to a friendly, English speaking, helpful human being. An incredible concept in the field of customer service.

In summation, I am going to challenge Mr. Bethune's observation. I plan to see for myself whether you truly have what it takes or if my "blowing smoke" commentary is more in line with reality. I am challenging you to kindly instruct Ms. Eberwein to contact me personally to answer all my questions about my lost bag, and how US Airways can best handle my situation. I will be benevolent with her and would expect her to answer my questions in detail and to provide specific timelines for resolution to my situation.

I will expect a call from Ms. Eberwein in 45 days or less from the date of this letter. Until that time I will continue my loyalty and that of my company's to US Airways. If Ms. Eberwein contacts me and we are able to resolve all my issues, I will consider this problem rectified and my own personal observation of US Airway as erroneous.

However, If Ms. Eberwein fails to communicate with me during this time frame, I think it goes without saying that at a minimum, I will discontinue my business with US Airways. Furthermore, I will be forced to provide this letter to a variety of news agencies as well as a variety of public forums with the results of my challenge to you.

Mr. Parker, I don't believe my challenge is that unreasonable. This is a very simple request, and I am certain that eventually your team will right this thing, but you're losing us!

I would further encourage you to take a page from Mr. Kelleher's book and join me on my next flight with US Airways next week, or at least join me in the club lounge to speak rather candidly about your performance.

Thu. Dec. 13, 2007: Flight 586 departing PHX at 11:32 AM arriving GEG at 1:38 PM
Sat., Dec. 15, 2007: Flight 337 departing GEG at 8:25 AM arriving PHX at 12:07 PM

In years past, customers depended heavily upon US Airways and most were disappointed. Consequently, America West had to bail them out. To ask customers to depend on you again is not only irresponsible but also dangerous.

Why, one may ask, is it unreasonable to expect decent, even mediocre customer service and to assist those customers in a professional and meaningful way instead of alienating them? Why indeed…

 
At Wednesday, December 12, 2007 9:17:00 AM, Anonymous Anonymous said...

I believe everything here, after having a horrendous experience with a connecting flight in Vegas.
They made an excuse (probably lied) about computer problems and cancelled the connection just to save gas and wages and stuffed us on fewer planes (I understand that this is somewhat customary). Then they held our bags to prevent us from escaping by other means. The had the (very few) agents slow down to a crawl just to get rid of as many of us as they could. I lost an entire day, 8 hours late, had to drive the rest of the way anyway. That all makes me too angry to sit still and write a letter.

 
At Thursday, December 20, 2007 9:57:00 PM, Anonymous Anonymous said...

Wow,

I just had a less than acceptable "customer Service" experience. Of course I went online to see if my situation was an anomaly.

I guess not.

I fly Southwest as much as possible but my son is going to school in Paris, France and since Southwest does not fly there I bought a ticket for him on USAir. As it would turned out I needed him in Hawaii for a family function and flew him there, and on to home in Las Vegas.

I then sent him back to school and ended up with one extra leg of a two way flight.

No problem. I will just get a reasonable credit and apply it to our next flight which I will book through USAir. Seemed reasonable; apparently not to the "Customer Service" people that USAir hired straight out of the now defunct Soviet Union.

I get to apply it to a "credit" that I can use only for my son and only when he flys out of Charles DeGaule by next May. Its worth $687 but I can only apply it to a flight that costs $1800 and If I book him on almost any other airline I can do it at a lower cost than the $1100 difference.

I have a friend that just payed AT&T $1400 to get his family out of a contract with that company because their service was so bad that it was worth it to him. I could not understand his logic until now

I am out $687 because USAir is doing business in the 1960's.

It would appear that USAir is targeting a market that I don't fit into. Im not sure what market that is because its been my experience that the rest of the world caters to people in my economic demographic.

I guess USAir feels that they will make their next quarter EPS estimates based on the $687 they get to pocket without actually transporting anyone from point A to B for the money.

I wish them well and hope this business model works for them. As for me I will consider this tuition in the school of hard knocks and never do business with them again.

Seems like I am not alone.

 
At Saturday, December 29, 2007 1:31:00 PM, Anonymous Anonymous said...

Without a doubt US Air is the worst Airline on the face of the planet. They dont even deserve "US" in their company name. They should replace "US" with "failed" it would fit them best. I am going through a situation where "failed Air" I dont know what the hell I am doing, lost my bag and I cant get anywhere with customer service. Every person I speak to says something different regarding where my bag is and they always tell me I will get a call back but I never do. This is a text book example of a customer service black hole. It has been 6 days and my bag is no where to be found. In my opinion this is a company on a downward spiral of decay and failure. The people handling my baggage complaint cant even speak basic english. The only way I know how to fight is to contact the VP of Customer Service at US Airways.
This is what happens when you outsource your customer service department to high school dropouts.

 
At Saturday, December 29, 2007 4:21:00 PM, Anonymous Anonymous said...

US air is the worst airline in the business. we sat on a run way in hartford for na apparent reason. the pilot tells us our connecting flights will be delayed also not to worry. this is not the truth. even us customer service told us the pilot would not know this only the FAA. they just told us this to keep us content. When we got off in Philadelphia us representative was standing there with stand by tickets for the next flight to orland. Needless to say my party of 6 didn't get on. Our cruise ship left port canaveral without us. We have to fly to cozumel to meet our ship, pay for all our food and hotels and hope we will get reimbursed from us Air. let's see. US are Liars and they have not customer service. all they wanted to do was get rid of us. they didn't care. they have the most miserable personel I have ever seen. I know why I should have stayed away from them. Next time I'll book my own flights and leave US air out.

 
At Wednesday, January 02, 2008 1:00:00 PM, Anonymous shlord said...

We just had a heinous experience flying us airways to France to get married. They lost all of our bags for three days! We had to bribe the delivery service to get my husband's tux to us in time for our wedding. Customer service was useless and rude. They really ruined what was an already fairly stressful time and could have been very happy for us. I am writing a letter to the CEO. Does anyone know if it does any good? Thanks!

 
At Wednesday, January 02, 2008 1:29:00 PM, Blogger GREE said...

My wife (Shlord), forgot to mention that they also lost some of our bags on our return flight to the US. Priceless.

 
At Wednesday, January 02, 2008 5:11:00 PM, Anonymous Barb said...

THANKS FOR HAVING THIS SITE. I CAN NEVER GET USAIR TO LET ME USE MY MILES AND NOW THEY HAVE FORFEITED THEM. THEY WANT ME TO PAY $400 TO GET THEM BACK OR GET A NEW $79 DECENT REWARDS CARD OR A FREE CRAPPY REWARDS CARD. EVERYONE I JUST SPOKE TO ON THE PHONE SAID THEY COULD DO ABSOLUTELY NOTHING FOR ME, NOR COULD ANYONE ELSE REGARDING WAIVING THE CARD FEE OR REINSTATING MY MILES, BUT THEY WERE WILLING TO TRANSFER ME AROUND TO OTHER PEOPLE WHO COULDN'T HELP. THEN AS I SAID OK, GIVE ME THE FREE CARD, I WAS DISCONNECTED! ABSOLUTELY CLUELESS!
BARB KATZ
CHERRY HILL, NJ

 
At Wednesday, January 02, 2008 5:12:00 PM, OpenID Barbrk said...

THANKS FOR HAVING THIS SITE. I CAN NEVER GET USAIR TO LET ME USE MY MILES AND NOW THEY HAVE FORFEITED THEM. THEY WANT ME TO PAY $400 TO GET THEM BACK OR GET A NEW $79 DECENT REWARDS CARD OR A FREE CRAPPY REWARDS CARD. EVERYONE I JUST SPOKE TO ON THE PHONE SAID THEY COULD DO ABSOLUTELY NOTHING FOR ME, NOR COULD ANYONE ELSE REGARDING WAIVING THE CARD FEE OR REINSTATING MY MILES, BUT THEY WERE WILLING TO TRANSFER ME AROUND TO OTHER PEOPLE WHO COULDN'T HELP. THEN AS I SAID OK, GIVE ME THE FREE CARD, I WAS DISCONNECTED! ABSOLUTELY CLUELESS!
BARB KATZ
CHERRY HILL, NJ

 
At Monday, January 07, 2008 2:22:00 PM, Anonymous Pryncesslayah said...

US AIRWAYS is no bueno. Good luck getting a hold of anyone at their
“customer relations” number 1-866-523-5333. I called for 3 hours
and kept getting disconnected as they are personally unavailable to
answer your call and suggest you try your call again later. After
googling for a while I found a number ( on someones blog) where a
live person should be able to help you. I believe it is US Airways
corporate number- ( not toll free) 1-480-693-2341 they were able to
assist me there although I did not get the desired voucher amount
that we deserved for our troubles. I will not ever fly with US
Airways again. I value companies that value their customers- this
company could care less about helping people with the problems they
encountered while flying with them.

 
At Wednesday, January 09, 2008 7:29:00 PM, Anonymous Anonymous said...

I can't believe how horrible this airline is. I had a major accident in OCT 2007 and was unable to walk. i had booked tickets with USair way before this happened. I called USair to find out what my options were since my doctor told me it woul dnot be agood idea to fly. USait told me I was out of luck and I loose my entire reservation. I had booked this from a voucher that I was given due to a refundable ticket I had purchased but my flight was cancelled due to a mechanical. I should have taken a refund. no one told me the ticket would be worthless eventually if i made any changes. I did not want to loose the value of the ticket so I attempted to travel. To make this short. I never got my wheelchair and was left in a seat by baggage service. I could not walk and had my crutches, roller and carry-on bag. I called USair 1 times which goes to the Philipines that I was at the airport and no one is assting me to get to the gate. They told me to actually run or I would miss my flight. I told them I can't walk how can i run. They told me to call the local directory assistance since they had no local airport counter or gate numbers. Of course the number I got was the same 1-800 number that the phillipines answer. I missed my flight and called back and was told I needed to pay $700.00 if I wanted to confirm myself on the next flight. I again said i am at the airport now and did not feel it was my fault that i was left behindand cannot walk. I was disconnected when they did not know what to do. I vertualy go some on eto pick me up and take me back home. I have sent 12 e-mails and wrote to customer service and have never got a response other tha I was told they are 2-3 monhs behind on customer complaints. Unbelievable. i am sure i will never se my $111.00 dollars again. I trully hope they go out of business soon. Employees will think twice when they are out of a job that they should have been a bit kinder to those that pay your salary. I dont see this airline surving by 2010.

 
At Friday, January 18, 2008 10:28:00 PM, Anonymous Anonymous said...

I just tried to use a voucher for a free ticket given to me by us air - this voucher was given in appreciation for accepting a bump to make room for a family with young children on an overbooked flight.
this voucher is useless.

do not accept a voucher from us air.

after telling me that they could only offer me a flight at 5:20 a.m. they suggested that I use the voucher to receive a $200 discount on a different flight.

no thanks. the flight they offered (with one stop along the way)
was more expensive even after the $200 off than a direct flight with southwest.

never again will I book with us air

 
At Friday, February 01, 2008 7:40:00 PM, Anonymous JDO said...

I wish I'd read your blog before scheduling my vacation to San Juan last year. We didn't take our flight due to Hurricane Dean and were issued "credits." Little did I know that these had to be used individually. Six months later, I need to go to take an emergency flight to Vegas and I cannot use my wifes portion of the "credit."

I wonder how this policy would be received by customers of other industries? My guess is, not well.

I agree with you...US Airways Sucks.

 
At Sunday, February 10, 2008 4:36:00 PM, Blogger Nalts said...

Nalts here. On a USAir flight that won't leave because the airline is such a damned mess. Googled USair sucks and found your blog. Giving me comfort as I cures this airline...

 
At Tuesday, February 12, 2008 10:21:00 AM, Anonymous dakattak said...

I just tried to use my frequesnt flyer miles and came across US Airs ridiculous policy that they charge the same amount of miles for a one way ticket as they do for a round trip.

My situation was that I had 25k miles and no saver mile tickets were available for the flights I wanted. So, I decided to buy a one way ticket and purchase the other one using my 25k miles.

NO CAN DO! even though web site says 25k "each way" when you try to book one way, they want to charge you 50k...well, if I had 50k I would have just booked the round trip idiots!

I can see no justification for charging 50k for a one way ticket when the round trip is also 50k. Its not like they charge more money for the one-way ticket if I paid cash...and what additional costs does the airline have for allowing this anyway.

POOR CUSTOMER SERVICE AND A MORALLY BANKRUPT POLICY!!!!

 
At Friday, February 15, 2008 10:07:00 PM, Anonymous Anonymous said...

One thing that people crib about most nowadays is hair loss. Be it the men or the women hair loss is a common trouble for all. Be it pollution, malnutrition, or heredity the number of people affected from hair loss is increasing continuously and at a rapid speed. Hair has from time immemorial been dubbed as an element of beauty especially for the women hence it is only normal that people panic at hair loss. But developing technology has now also made it possible that people have at least alternatives for hair loss.

 
At Tuesday, February 26, 2008 7:32:00 PM, Anonymous Laurie Morris said...

I hate US Airways they have screwed me one to many times. My husband and I both fly alot for business and pleasure and we have both at one point been Gold Preferred. Due to all the crap US Airways has put us through we have both decided to pay extra to go else where its just not worth it. Some companies just don't get where their bread and butter comes from. I guess they will have to learn the hard way.

 
At Sunday, March 09, 2008 6:48:00 AM, Anonymous Anonymous said...

I flew back from Europe last Friday and here it is Sunday morning and I still don't have my bags. Worse, nobody in their incompetent baggage claim department can tell me what country they're in let alone what airport they're in!

I spoke with one of their baggage claim "experts" last night and he told me the bags arrived at my local airport 4 hours earlier and he was surprised I hadn't been called. He tried to call the local baggage claim department but no answer. I told him I'd drive the 60 miles roundtrip to get the bags myself, so I headed out. I got to the airport and was told the bags aren't there and haven't arrived. In fact, it turns out the flight the guy on the phone said carried my bags doesn't even fly on weekends, so he was totally wrong.

I've spoken with 3 different people on their baggage claim number (1-800-371-4771). Keep in mind these people are located in Guatemala and English is not a primary language for any rep I spoke with. In fact, I found I had to end each slowly spoken sentence I said with "do you understand"? When you ask to speak with a manager you're always told "none are available -- they're all in a meeting." Interesting. Don't these managers have better things to do than sit in meetings all day? Like...say...how about dealing with customers?!

Next, and here's my favorite part, try calling USAir's Customer Relations number on a weekend (1-866-523-5333). Guess what? They're not open on weekends! That's right. A business that should have 24x7 customer support closes for the weekend! I guess they couldn't find enough poverty-stricken Guatemalans to staff their customer relations number *and* their baggage claim number.

I paid well over $3K for my roundtrip business class ticket and now I have no bags. I'm on hold with a reservations person who is trying to find some information. I was desperate to talk with someone who uses English as a primary language, hence the call to the reservations number.

I also see that if they've lost my bags they have numerous idiotic exceptions to their reimbursement coverage. For example, electronics. Well, I can't fit all my cables, chargers, etc., in my carry-on, so how do I get them to my destination? Also, they don't cover "optics", which I assume will mean the second pair of glasses I carry in my suitcase wouldn't be covered. Nice.

Do yourself a favor. If you've stumbled across this post because you searched for "US Airways Sucks" like I did, run to another airline as soon as you can! Don't do business with these idiots.

 
At Monday, March 24, 2008 5:54:00 AM, Anonymous Anonymous said...

I have read Chris Insytes' postings and have found them to be utter nonsence. Never before have I read such incorrect and factually defienient writings from anyone considered literate. Chris apparantly writes from emotion and doesn't bother with fact. I've always believed that if you are going to write about a subject then you should learn about the subject first. Chris has failed to do even the most basic research regarding USAirways. It is more likely that he writes out of frustration over a late arrival or lost bag but doesn't have the smarts to know that these things impact all airlines equally. In fact, USAirways was the leader of the entire industry in on-time-performace in 2007 and continues in 2008. Chris needs to get out more often. Or, at least write about only those things he knows. Stop inventing nonsence, Chris. It is very unbecoming.

Jim

 
At Wednesday, March 26, 2008 7:50:00 PM, Anonymous Anonymous said...

This is so validating to read, I just had the worst conversation with their Sustomer Service Supervisor Percy #LX. He was condescending, interrupted me, argued with me, called me names including "crazy," and was completely unhelpful and rigid. When I expressed concern that he was not providing good customer service, he became belligerant.

I called b/c I hadn't flown in 18 months, got a letter in the mail in 11/7saying if i didn't fly by 1/31/8 then i would forfeit my 70,000 miles. i have been a dividen miles member for almost 20 years!! I called 12/5 booked a flight, got walking pnemonia and had to cancel. I spoke wiht Kevin at their 1-800 # on 12/18 and he assured me, if I cancelled the flight, I would still get to keep my miles as long as I rescheduled it within 1 year and paid a $100 fee, plus the difference in the ticket price. When I called the first worker she was really rude kept saying "the policy states..." I asked for a supervisor and got Percy #LX. He was impossible, unprofessional and abusive. I am shocked! When I asked for the address where to send a complain letter, he told me to "look it up on the internet." I told him I had already been on the phone for 48 minutes and asked if he could please just give me the address, to which he said, "go to the library to look it up." Utterly poor customer service. Finally, he gave me the address.

I was so frustrated, I asked him how he slept at night. He had an ugly response. To which I just said, "oh that's right, your a corporation, you have all the rights and the customers have none," to which he said "yes, that is right!"

This is THE WORST airline second to DELTA. Terrible.

They should be ashamed.

 
At Friday, March 28, 2008 9:50:00 PM, Anonymous Anonymous said...

I had a credit for $69.40 on US Airways from a return leg I had to change. I was told I could only use it on that exact routing (Tampa to Burbank). Ok, restrictive, but rules are rules. So today, I went to book a flight from Tampa to Burbank, and surprise, surprise!, I had to pay a $100 change fee! So, to use my $69.40 credit, it would have COST me $31.60. What a way to run a business!

 
At Saturday, March 29, 2008 11:19:00 PM, Anonymous Anonymous said...

I am new to this...but US AIR does suck, based upon my experiences over the last 36 hours. (Believe me, ther will be more to follow!)--Dr. M

 
At Monday, March 31, 2008 12:15:00 AM, Anonymous Anonymous said...

I travel every week and I am not making excuses for any of the delays etc but do you really think these things do not happen with other airlines?

In listening to the way I hear most people talk to these airline employees it is amazing to me that they are shocked when their bags are missing etc... Does anyone remember that silly rule about not messing with the people at the fast food drive thru? Sometimes I think it wise to remember that even if you believe you are in the right, be careful how you treat the person who has control over where your bag ends up or is about to serve you that soda or bad airline food. I have a girlfriend who was a stewardess for 10 years and the things she would tell me would def make you rethink how you talk to someone! I do not think its right but let me tell you I never look at those stewards the same way again!! Anyone thinking of wearing those US AIR sucks shirts might reconsider unless of course you are not checking a bag and not planning on eating or drinking on the flight!

 
At Monday, March 31, 2008 1:49:00 PM, Anonymous Neveragain said...

I had join in: I do not know my frequent flyer number so called reservation, told them my situation and that I wanted to speak to a human(not sure if she new what I meant, her English was pretty bad). So she transferred me to their program and as you know, its a system that asks me for my FFlyer #. Great, so I call back to reservations (ANOTHER 20 Min. wait) and this guy finds a number that gets me to a human - Wrong, DISCONNECTED. Their website has no phone number for customer service, so I Google it because I am computer savvy and I can find anything on the internet. Like a pro, I find the number and call. "due to high call volume" blah,blah,blah, the recording refers be to their website,click!I feel real bad for people who don't have access to internet, this company is so clueless, still. Corporate America sucks, end of story.

 
At Sunday, April 06, 2008 7:41:00 AM, Blogger mav33win said...

If you have a choice between flying US Airways or crawling over broken glass to get to your destination, choose the option to crawl over broken glass. It will be far less painful than dealing with US Airways - worst airline with the worst customer service in the world!

 
At Sunday, April 06, 2008 8:14:00 AM, Blogger mav33win said...

...Charlotte hub during the March break of 2008... Now I know weather can create havoc with airline travel; but, there is a way to deal with everything. Reselling connecting seats (and leaving customers stranded), telling customers that you can fly them out 3 days later, are not exactly ways to endear customer loyalty. ......and an announcement that there are no hotel rooms in Charlotte because of the NCAA basketball tournament and US Airways will not be refunding any money or picking up any expenses is of great comfort. The message was "good luck, go away, and leave us alone". US Airways actually had ALL customers escorted away by the police......and this was not for crowd control --- this was purely “go away and leave us alone”!!!!!!!

Multiply this disaster across anything coming into and leaving the Charlotte US Airways hub (BRUTAL) and you get the picture - hundreds, if not thousands of desperate travelers. ...and 2 customer service people on duty - huh???????.........and they really didn't know how to use the system, so it was evident that we might spend the rest of our lives in Charlotte.

Never again US Airways. You had the laugh that night; but, there are thousands of people that will never darken your door again. I laugh like crazy when you advertise for me to "fly US Airways". I'm thrilled to see the stock price of your pitiful company fall like a rock. Good luck US Airways - you'll need it!

 
At Sunday, April 20, 2008 12:22:00 AM, Anonymous Anonymous said...

Wow what a relief, thought I was some how being singled out. These idiots would not let me fly out standby even with 50 empty seats on a flight leaving 24 hrs early than I booked. They insisted on charging me over $600 to make the change. I called several different times to the main # talking with supervisors to no avail. I was not going to get on the earlier flight period, without being screwed out of a lot of money. They truly do not care, and have absolutely no regard for customer service. I will NEVER fly US Airways again. To bankruptcy hell I say!

 
At Monday, April 28, 2008 9:53:00 AM, Anonymous Mad Max said...

This morning I call these morons to cancel, C-A-N-C-E-L, my flight from Las Vegas to Yuma at 11:59PM, I decided it was too late and I prefer a 5 hours drive and get earlier to my destination, but they force me to stay in Vegas till 11:59PM or I would lose my flight back to Orlando next week. This is like if in a restaurant they force you to eat your meal!!. I pay for a service and I’m force to use that service! This cost USAirways money, even if it is just the saving on fuel (220 pounds + luggage). The funny thing is I'm now seating in the airport and they are asking for volunteers because they overbook the flight. Please somebody explain me, please, please, please....

 
At Friday, May 16, 2008 2:23:00 PM, Blogger USAIRBOYCOTT said...

USAirlines…more aptly US APATHYlines. They have the worst policies in place for customer service; and then they actually try to claim Customers First. They run their rates up and up on their website, forcing folks to purchase out of fear of continuing heavenly ascent…only to in turn drastically cut their fares to fill the plane to capacity (truth be told, fill HALF the plane). They should join United in partnership both have the worse customer service and rates…YAPTA AND FAIR COMPARE OFFER VERY LITTLE PROTECTION…JUST BOYCOTT US APATHY..it’s your only protection against Skyway Robbery and their $150 stupid tax they charge you for believing in them in the first place…my prediction, rising fuel prices will force them and the other customer serviceless companies out of the market…afterall American’s are surely smarter than the marketing folks and will refuse to be taken advantage of in any circumstance…fool me once…shame on you…fool me twice…shame on me…Just Boycott USAIR…it’s your only SMART CHOICE!

 
At Thursday, May 29, 2008 2:08:00 PM, Anonymous Anonymous said...

This “letter” is in answer to a message that I just read—I just found about Chris’ Insytes.com yesterday..I cut a few of his “comments” out of his message so I could refer to them in my “message” A person wrote the following on: Friday, July 20, 2007 2:09:00 PM, Anonymous said...
To all that reads these comments. I am a current employee with US Airways that worked with America West prior to being merged We are a business and you must understand the reason we have our policies in place as a much larger airline compare to Southwest and Jet Blue is we offer you more service to more destination.
Who wrote this? English grammer/structure is not very good, is it?
This is a long “message” so get a a cup of coffee, a coke or whatever and sit bqack and read…
I don’t know what he means by this except that, every time you turn around, they are charging for this and that…their fares may be lower, although I have compared and not found that much of a different in the fares…in fact, with all the additional charges for this and that, I would have been better off going with a higher priced fare and I would have received better service.
For my total round trip fare, departure being 7/19/08, the ORIGINAL PRICE WAS $972.14 AND THE RESERVATIONS WERE MADE 5/15/08 so I did make the reservations 7 days ahead. THE ENDING COST FOR ME, A 66 YEAR OLD ELDERLY PERSON, IS $1359.14. Oh, I forgot the $25. They charged me to make the reservation by telephone….So where are their “better service and lower prices?”
CHECK THIS OUT… I tried making the reservation online but the airlines DO NOT make reservations online for minors travelling alone. WHY?? Because my great granddaughter, 9 years old, could not travel by herself (minors used to be able to travel unaccompanied and the then stewardesses got them to their destination safely), her mother was going after her in Hawaii on 6/4/08 to come visit with us for part the summer. I was to take my great granddaughter back to Hawaii. MY 9-YEAR OLD GRANDDAUGHTER HAD TO PAY FULL ADULT PRICE FOR HER TICKET….oh, I forgot the $25. They charged me to make the reservation by telephone….
The 3rd reservation for my great granddaughter’s mother also had to be made by telephone because the airlines WILL NOT make reservations online for minors travelling alone AND HAS TO SHOW THE MINOR IS TRAVELLING WITH AN ADULT oh, I forgot the $25. They had to make each reservation separately and charged me to make this reservation by telephone, even though I was making all three (3) reservations all at the same time…total to make reservations @ $75. Even though it is their rule that they cannot make reservations for minors online..so there is no choice but to make the reservations by telephone and get charged $25. Per reservation.
I spent 4-1/2 hours (2 evenings after work) and talked to 7 different agents whom I could not understand therefore not able to get their names other than that they were located in the Phillipines, trying to make the reservations by telephone.
I told the many agents I spoke to what the situation was. Every time the agent I was talking to could not answer my inquiry, I got transferred to another person. I was told each person had to have separate reservations. I reminded them of their policy regarding minors. Okay, not a problem. I was asked, with all 7 agents, several times, on what the situation was. Not one of them put this information in their computer..each one said there was nothing in the “Notes” regarding the 9 year-old child.
With the first 4 agents on the first evening, they were not able to get approval on my credit card because the security code wasn’t correct. I told them that was correct and the only security number on my card..also because not only was it valid but there was enough money to cover the tickets..I had just used the card a couple of hours prior to talking to the agents. The agent said that every time he enters my information regarding the security code, I am charged $1.00. The only thing they could tell me was to call my bank and have the bank personnel call the agent..of course you never know which agent you are going to get. Anyway, I called my bank and they confirmed that the security code was correct. Of course the bank personnel aren’t allowed to do that…the agent still could not get the card approved. The agent told me to contact my bank and get back with the airlines within 24 hours..they would hold the ticket, at the current price, for the 24 hour period..
The next evening, I called the airlines again. Of course another agent…This time he said it was my address. My mailing address is a post office box. The agent said, after several tries for card approval, to call my bank because the address I gave him was not the one listed on the card. Again, I called my bank and they confirmed that the address was correct. The bank had the same address as I gave the airline agent. Again, the agent wanted my bank to call them to verify the address. I told the agent that the bank personnel were not allowed to do that. Of course I got transferred to another agent (3 agents this time).
After about 2 hours or so, the last agent, a female. After going over all the the information I gave her (and all the other agents), with departure date of 7/19/08 with a minor child, all she said was that there was nothing in the “Notes” regarding the 9 year-old child. I told her I gave all the same information to all the other 6 agents. Anyway, she kept going over the information and finally asked what my address was and I again told her the P.O. box. Then she says, “oh, it’s a P.O. box?” I told her I told all the other agents that I got my mail at a P.O. Box and al my bank statements, etc are mailed there..we have no mail delivery on an Indian Reservation.” Then the agent says, “Oh…I see where the problem is…whoever put this information from the beginning just put the box number in but not P.O. in front of it..let me enter it.” She entered The letters P.O. in front of the box number and the information and card approval went through immediately…HOWEVER, the departure date she must have entered was 6/19/08 instead of 7/19/08!!!
When I pulled up my itenarary on line, I noticed the error, called the airlines, again got another agent. No matter how I tried to explain the situation, especially THE NECESSITY OF DEPARTURE DATE THE SAME DATE AS MY GREAT GRANDDAUGHTER, WHICH I EMPHASIZED WITH EACH AGENT, DUE TO THEIR “NO UNACCOMPANIED MINORS” RULE, I still had to pay the $150. For change of date for my reservation plus the difference to my “low fare” and the current fare.
ON TOP OF EVERYTHING, THEY HAD TO CHARGE MY ACCOUNT, INDIVIDUALLY, FOR EACH TICKET AND $25. EACH TO MAKE THE RESERVATIONS BY TELEPHONE, PLUS $1.00 EACH TIME (A TOTAL OF 11 TIMES, ACCORDING TO MY BANK STATEMENT)THE AGENT TRIED TO GET APPROVAL FOR MY CARD. THEN…$150. TO CHANGE MY DATE OF DEPARTURE (WHICH WAS THEIR ERROR IN THE FIRST PLACE) PLUS THE DIFFERENCE OF THE COST FOR THE TICKET FROM THE ORIGINAL AMOUNT TO WHAT THE COST WAS ON THE DATE THEY FINALLY GOT IT RIGHT) AT $238., A GRAND TOTAL OF ..I PAID A TOTAL, FROM THE ORIGINAL COST OF $972.14 JUST FOR MY TICKET ALONE(I AM A 66 YEAR OLD ELDERLY PERSON) TO 1359.14, A DIFFERENCE OF $387.!!! MY 9-YEAR OLD GRANDDAUGHTER HAD TO PAY FULL ADULT PRICE FOR HER TICKET.
If I cancel a reservation, I will not be refunded the money paid. The Airways will only credit me, with the airlines, the cost of the ticket…not even the $25. I was told that I could use the credit on a ticket to the same place if I traveled by 5/19/09…IN ADDITION, I WOULD HAVE TO PAY THE $150. FOR CHANGE OF RESERVATION….Exercept from the person’s letter: “This is a non refundable ticket with is non transferable and you would pay a change fee of $100 for any changes plus and additional cost if the new fare is higher then your original ticket.” Now tell me…where is the “good service and low prices”?
I did write a letter of complaint to the Airways on, I believe, 5/17/08 but I have not received an answer as of today, 05/29/08..the only response I got from them was that someone would contact me 7day to 2 weeks..I believe 7 days ran out on 5/23/08 and the 2 weeks run out today…NO RESPONSE YET!!!
TOTALLY DISGRUNTED, DISGUSTED AND ONE DAY THE INJUSTICE OF THESE METHODS WILL COME BACK ON THE AIRLINES…Thanks for “listening”….cer

 
At Sunday, June 22, 2008 2:28:00 PM, Anonymous Anonymous said...

DITTO!!!!! TAMPA TO CHARLOTTE TO CHARLES DE GAULLE/////SOUNDS GOOD EXCEPT WHEN STOPPED IN PHILLY TO CNG PLANES AGAIN...WE GOT TO PARIS BUT NOT HOME TO TAMPA...HAD TO FLY TO ORLANDO AND RENT A CAR AND DRIVE AT 3am....ADD 6HRS TO THAT FOR TIME CHANGE ...NO REFUND NO CAR FARE NO HELP, NO NOTHIN~!

 
At Tuesday, July 01, 2008 9:01:00 PM, Blogger Sara said...

I think my story is a 'topper'. I booked and paid for a reservation for an infirm and elderly cousin who was - three days before the flight - diagnosed with cancer. When I went to cancel the reservation, I was told - despite the fact that I had paid for the ticket - I would not be able to 'use its value'. Of course a refund is out of the question.... and only my elderly, infirm and now very ill cousin - who will not likely fly again in her life - can use the ticket's value.
When I protested, one agent told me if I produced the death certificate within a year's time, then I could use the ticket value but she must die within that year's time or the ticket value would expire.
If I hadn't found this blog to post this on, I think I'd scream.

 
At Wednesday, July 09, 2008 9:15:00 PM, Anonymous Anonymous said...

Chris and all, here is the phone number to the top dog in U.S Airways customer Service chain of command: (480) 483-2117 I'm sure he would love to hear from all of us, his name is Doug and I think he is out of touch with the policy and operation of the airline. You see Doug is the CEO and I think he should be praised by all of the customers and shareholders he "serves". Oh congrats Doug I noticed you sold 12million dollars of your personal holdings in the airline before the price dropped from $45 per share to todays $2.47. And I'm confident that the business will recover Doug, and I can see your confidence in your personal holdings of YOUR airline. How much does Doug own? About $800,000 worth. So where did the other $11,000,000 go Doug? I bet you invested it in Southwest Airlines, I know I would.

 
At Tuesday, July 15, 2008 7:32:00 AM, Anonymous Anonymous said...

us airways really sucks bad.
check out my mini blogette. post, people. rant.

 
At Tuesday, July 15, 2008 7:33:00 AM, Blogger Rez Baller said...

usairwaysisapieceofshit.blogspot.com

 
At Friday, August 01, 2008 2:22:00 PM, Anonymous Anonymous said...

I am a business person flying USEless air for over 16 years. The srvice or lack of has steadily worsened. I have fianally sworn them off along with the 300,000 flyer points and given all business to Southwest after the final problem I had with USAir Manchester NH. USair sat us on a runway for 3 hours, brought us back and cancelled the flight. Cancelled the next and last flight but only after waitng to the very last second to do so at 10pm. I went to Southwest and the GLADLY took me, treated me nicely, extra snacks and smiles. Even said if I don't use ticket, it is fully refundable. No USair screw job. Their flight attendents were helping people stow luggage, something USair refuses to do. It is the difference between the Can Do attitude and the We Don't Care attitude.

USAir customer service does not care, doesn't want to care and believes they are the only game in town.
Hey USAir employees......good luck with the unemployement checks.

Ex Gold Member since 1992

 
At Saturday, August 09, 2008 1:10:00 PM, Anonymous Anonymous said...

I purchased tickets in January 2008 for my parents as part of a 30th anniversary cruise that we were buying for them in September 2008. They have never been on any real nice vacations because there were 7 of us and, well, enough said. I just found out that US Airways moved their return flight up to 8:00AM which is the same time their cruise ship is docking. Not going to work. I called their customer service and explained the whole situations (actually explained it 4 times to 4 different people over 30 minutes) and they said the next opening to move the return flight to is in December 2008 (their cruise returns in September 2008). There goes 200,000 frequent flier miles down the hole (seems like a truth in advertising violation). 30 minutes of time wasted, no real solutions or help offered, looks like they are just sticking it to their customers and do not really care about quality of service (and are not very concerned about liability exposure for these situations). This activity/behaviour should be illegal and in my opinion, is downright unamerican. Shame on you Mr. Doug Parker.

 
At Sunday, August 10, 2008 2:37:00 PM, Anonymous Anonymous said...

Wow! US Airways just called me after I posted the above complaint on their webpage. They fixed the flight back to the original departure and send me an email confirmation. My issue was resolved within 24 hours. I have to admit that I am a little impressed. Too bad I had to go throuh that call center that started all this but looks like the outcome is pretty good.

 
At Monday, August 11, 2008 4:02:00 AM, Anonymous Anonymous said...

USAirways does in fact SUCK ASS. I truly hope they go bankrupt, and I hope Southwest (the BEST airline in the U.S. in my experience of almost 900,000 air miles over the past 17 years of traveling) will take over their routes.

LOL, I'm sitting here 82 minutes (on hold) into a phone call with USAir trying to rebook a flight that they cancelled. They said I'd be on hold for 30 minutes when I originally dialed in. At 44 minutes they said it'd be 2 more minutes. THEY SUCK ASS! I pray for their bankrupcy. :)

 
At Monday, August 18, 2008 11:36:00 AM, Anonymous Anonymous said...

Agreed. They do suck! I just saw my flight fall $297 dollars but because it is for 2 travellers they will charge $300 for the cancellation of the first ticket (even though we are flying on the same times/planes). Hence, for $3 more I could "save" $297 dollars. Fucking assholes...I hope they go bankrupt...just need to cause $300 in damage on the flight...try cutting up their seats...or ripping out the electronics on the arm rest...fun!

 
At Friday, August 22, 2008 5:39:00 PM, Anonymous Anonymous said...

US Airways is the worst airline, I WILL NEVER FLY WITH THEM AGAIN.

The cargo loaders for US Airways broke into my suitcase and stole items out of it. My luggage arrived in baggage claim wrapped if ducktape. Can you believe this shit?! The luggage itself is totally damaged to the point that it cannot be used ever again. I am in the middle of a hefty law suit with them. I have lost all trust in airlines.
THIS IS YOUR WARNING, DO NOT FLY WITH THEM EVER.

 
At Saturday, August 23, 2008 10:05:00 PM, Anonymous Alan N said...

DON'T EVER VOLUNTEER TO GIVE UP YOUR SEAT ON US AIRWAYS!
I have just spent two hours on the phone with this lousy and dishonest airline trying to redeem the free round trip vouchers I received for giving up a seat so that a family could all fly home together. In return for my nine extra hours in the Charlotte NC airport, it looks like I will get nothing in return

I tried being flexible by 3 days on either end of my desired trip and even trying to fly into cities as far as 200 miles distant thinking I would drive on to Reno (my desired destination). It seems that US Airways simply does not make any seats available for the e-voucher class redemptions. This is plain and simply fraud.

Let me be clear about my overall feelings for the airlines. I don't cheer for any one of them and I do not expect them to fly me fromMiami to Alaska for $99. The airlines will never become stable and profitable businesses until they remind themselves that they are not charitable organizations. Not everyone can afford to fly coast to coast. When I was growing up, my family never even dreamed of flying anywhere as it was simply too expensive. We either drove for days in the family wagon or took the Greyhound Bus.

But they should not be promising a reward to well intended passenger to volunteer a seat if they do not intend to honor that promise.

 
At Tuesday, October 21, 2008 5:01:00 PM, Anonymous Anonymous said...

Just flew to Miami, US Airways is now charging 2$ for you to drink bottled water or soda on your flight. Want some apple juice? $2.

how crappy can this possibly become.

Avoid at all cost!

 
At Sunday, November 16, 2008 9:56:00 PM, Anonymous Anonymous said...

just took a round trip to Burbank from San Antonio w US airways. NEVER AGAIN. I reserved the flight on Travelocity, and what was supposed to be a non-stop flight took me to Phoenix, which wouldn't have been so bad except I chose a bulkhead window seat and they ended up putting way in the back where the seats don't recline, and next to the bathroom, where the door couldn't remain shut. I pleaded with the attendant to move me on the second leg and I was lucky that someone missed their flight and I was able to move. On the return flight, I was actually seated where I wanted to on the first leg, but had to sit further back on the second leg. The seat are the most uncomfortable seats I've ever experienced on a plane, and it didn't recline, and I was saddle-sore half-way through each leg of the trip. It was $15 dollars to check in one bag, and they charged $2 for non-alcoholic drinks, had nothing to snack on. I believe most domestic airlines have their problems, but their attitude seems to be "tough noogies" because most people need to fly when the time comes. I once flew to Korea on a foreign carrier and was simply amazed at the quality of service and people that represented them. If only we could allow foreign carriers to operate domestically here and create a little competition, perhaps then things wouldn't be so bad. Nevertheless, avoid US Airways at all costs unless you're a masochist.

 
At Tuesday, December 02, 2008 7:52:00 AM, Blogger Davide Formica said...

Extremely bad experience flying US Airways on 11/15/08. I was left out to stay overnight without my luggage and they wouldn’t cover ANY of my overnight expenses. Customer service was very unprofessional, I had to wait on the counter while they gentleman and the lady finished flirting with each other. I am NEVER flying US Airways again.

 
At Saturday, December 20, 2008 1:57:00 PM, Anonymous Anonymous said...

If you sell the tshirts I will buy them.

 
At Tuesday, December 23, 2008 5:04:00 PM, Anonymous Chasman said...

US Airways at it again...I finally gave up and got the Better Business Bureau involved. I encourage everyone else to do so. They have lost my one bag on 3 straight non-stop flights. No connectors or anything, could it be that hard? The first 2 times, they were actually okay about it and delivered the bag the next day. This time I wait over an hour (mind you, I am the first person in line) to even begin the process. So, the next day I call the airport (the suitcase is full of christmas presents for my family, so Im anxious). they tell me "we got it, gonna drop it off", so to make it even easier I make sure they have my phone number and I sit at my parent's house and wait for the phone all day (we are up to 2 mostly wasted days in my one week a year that my family is all together) since I want to have gifts for everyone, not to mention more that one pair of boxers for the week. No call, no bag. So, Im peeved and I call the 800 number we all know is worthless. A real sweet lady (SURE) named Rebecca informs me my case is "open" and thanks for flying US Airways. WHAT??? So, I stop her from hanging up and tell her that 1) they said my bag was located and would be there today and now the airport folks are no longer answering the phone and 2) I need a little more than "its open" to go on here. She says "Open means there is an open file obviously and thank you for flying US Airways". I ask what can be done, she says nothing. So, I blurt out that while I understand how they cant move 1 bag on a non-stop flight, I dont understand why they need to pretend they are going to deliver it when they wont. Response "OK, well, thanks for your call". I thanked her for making my $1,000 plus flight horrible and she said "You're welcome" and hung up. I get that I shouldnt have taken out my frustration on her and sarcastically thanked her, but couldnt these people act like they care? Do they not understand that everyone would be happier if they even pretended to care about the customers at least 1/10th as much as when their next smoking break or something is? US Airways is not only the worst airline, it is the worst single company I have ever done business with. They will not be getting another penny from me ever, thats about $6,000 a year at least...and all they had to do to keep it coming in was to be civil and honest. Continental and Delta have both been decent, and I will drive the extra 45 minutes to another airport that they have more flights out of in the future just to avoid Useless Airways.

 
At Sunday, December 28, 2008 4:17:00 PM, Anonymous Anonymous said...

I just flew with them yesterday. I HAVE NEVER BEEN PUT THROUGH SOOO MUCH HELL in my life. First of all ALL their flights ran late due to dealays. They over booked their seats, so those that missed their connections were left over screwed. I missed my connection flight because the initial flight came in late. I had to wait in the airport for OVER EIGHT HOURS. They also could not find me a ticket straight to my destination so they found another route where i had to stop yet agaain. The customer service people at the terminals were useless, rude and full of attitude. They were not understanding or nice at ALL. They gave me the run around. I spoke to alteast fifteen different us airways employees out of them all ONE was nice the rest were straight up rude and kept giving me the runaround. After waiting eight hours at the airport, something went wrong when we got on the plane. Their was a misbalance or something like that according to the pilot and the cargo had to be redistrubeted. We were yet again delayed, this time instead of sitting in the airport we had to sit in the plain for an extra two hours. This flight in itself from was 6.5 hours, with the delay we were in the plain for 8.5 hours. When i got to the next destination they told me flight to my final destination was delayed yet again. I went to the customer service rep, and she said theres nothing she can do and to wait (again in a very rudde manner, I asked if they could find me another airline because i was supposed to be in L.A. 12 hours ago!) The lady completey ignored me and said she is dealing with another city right now and the "L.A crew wont come in till another hour or so". So i called the customer service line using my cell phone. The first time I called the customer service rep transferred me to their "specialist customer service rep" who got down my information and put me on hold for almost half n hour, and ended up HANGING UP ON ME AFTER I WAITED ON HOLD FOR 30mins! So i called again this time furious and asked to speak with a supervisor, they transferred me to a guy named Aaron. By thier accents you could tell they were outsourced employees in the phillipines or something like that. THIS GUY COULD BARELY SPEAK ENGLISH. Well when he came on the phone I asked him to look for an earlier flight to my final destianation because i alredy had an eight hour delay and when i get to vegas, after an 8.5 hour flight im told my flight to l.a was yet again delayed by another three hours. the customer service rep was rude, BARELY spoke english (i think they outsource from the phillipines) and gave me a confirmation number. I was like whats this number for he said the refund sshould show up online in seven to ten business days...in his thick accent. I said refund? so i said I wont have to pay for my flight? and he said he cancelled my ticket! and i told HIM I NEVER ASKED YOU TO CANCEL MY TICKET. So on top of my delayed flight to la I no longer even had a ticket anymore. The guy kept repeating himself and coudlnt speak english clearly so i hung up on him in frustration stormed to the lady working aht teh terminal told her waht just happened and she asked to let me see my boarding card, well she took it and RIPPED IT and said i have to BUY ANOTHER TICKET!!!!
I wanted to slap her! i broke down crying and she was rude and unhelpful. so only choice i was to rebuy another ticket. I paid 200 dollars ONE WAY FROM VEGAS TO LA (an hour flight) on top of the 400 dollars i already spent. They did not compensate me at all! Were not helpful at all. On top of that i got sick on the plane and asked for water, thier cheap asses could not even give me a water for free. All their drinks were two dollars, even for water, and you have to pay 15 dollars for every baggage you check in. I flew air trans that same weekend and AIR TRANS WAS AMAZING! first off they did not charge anything for drinks. they gave free snacks. thier crew was freindly, even the employees working at the terminals were nice. NEVER EVER FLY US AIRWAYS. WORST AIRlINE IN HISTORY. BROUGHT ME TO TEARS. THEIR PLANES WERE NOT EVEN STURDY. They kept making crackling noises and thier flights were always soooo noisey. AIR TRANS IS THE WAY TO GO! BOYCOTT US AIRWAYS. I really do hope they shut down that airline soon. Curse that airline! Seriously never been put through so much hell. And the funny thing is, i was not the only one flying us airways that was brought to tears by their customer service. there was at least another 100 pple who missed the connecting flights due to us airways delays and were not even give a new boarding card. At least i was given a new boarding card using an alternate route. These other pple were told to wait on standby and were told taht they will most likely get a flight out the NEXT NIGHT!

 
At Thursday, January 08, 2009 4:06:00 PM, Anonymous Anonymous said...

Wah, Wah, Wah. Go greyhound. You want cheap tickets, you get cheap customer service. I love the complaint from the woman who thought the flight attendants should somehow have the ability to phone ahead to her connecting flight to let them know she was late. I'm sure all the other passengers on board would have liked the same service. Air travel used to be glamorous, now the aircraft are full of the Griswolds and the Clampetts. Many of the gripers on this site can't even spell. Case in point. :)

 
At Friday, January 09, 2009 7:16:00 AM, Blogger Davide Formica said...

Hey Wah guy. I am not speaking for anyone else here but based on my own experience. Most of the experiences shared are related to one thing; dissatisfaction and frustration with US Airways overall customer service. Now, some have a case and some may not. But regardless of whether you're a Clampett or a Griswold, when you're paying $500 bucks for a "cheap" ticket you expect little things like a manager following through on his word or a customer service rep to treat you with respect. I mean, you wanna spend 19 hours on a stinky old bus, good for you. If you are satisfied with being treated like a street dog then be it and don't pretend that everyone else should hang with you in the cold wet alleys when we can be at our warm and cozy single family home with the Griswolds family. All we're asking is for a smooth trip there...

 
At Friday, January 16, 2009 9:11:00 AM, Anonymous Anonymous said...

How about yesterday in the Hudson River for a "smooth" trip...referring to the last guy's post. For all you folks who wish USAirways would go out of business, this is how "real" professionals handle "real" problems and "real" emergencies. Phenomenal job USAirways pilots and flight attendants on flight 1549!!!

 
At Monday, January 19, 2009 4:05:00 AM, Anonymous Anonymous said...

I am about to board a 5 hour flight to be told that I have to pay $2 for a glass of water.

If this flight were a building, the zoning board would close it down for not having water available.

I fly foreign carriers regularly, and even within the EU, the difference in service is UNBELIEVABLE

No baggage fees, snacks and drinks on all flights unless you fly something really cheap like Ryan Air and for a $20 fare, you don't expect anything.

I'm paying these bozos $600 for the same level of nothing.

 
At Friday, February 13, 2009 12:44:00 PM, Anonymous Anonymous said...

US Airways is completely horrible!

I paid a $270 "change fee" to chage a flight into and out of West Palm Beach from Florida. THEN US AIRWAYS PROCEEDS TO CANCEL BOTH MY FLIGHT INTO AND OUT OF WEST PALM BEACH!

The "Customer Service" rep I spoke to actually threatened me - she told me that if I didn't improve my attitude with HER that she wouldn't get me back to Boston until the following day.

I wrote and complained to Travelocity and US Airways. I got a $100 voucher from Travelocity and an apolology. I got a $50 voucher and an e-mail about the importance of customer service from US Airways.

What BS. I'm still in the process of attempting to get my change fee refunded. This makes my blood boil.

 
At Tuesday, February 24, 2009 4:19:00 AM, Anonymous Anonymous said...

I'm willing to pay more NOT to fly on US Airways. Their service is horrible and staff rude. I actually hope that US Airways goes out of business so that it clears the way for other better companies out there.

 
At Saturday, February 28, 2009 8:26:00 AM, Blogger Myke said...

I am from Canada traveling through the US to our holiday home in Mexico. I write this email from the airport as i am waiting 8h for the next flight out...why am i waiting you ask? Because US airways, who is extremely understaffed here in Edmonton, closed up shop at the ticket counter over an hour before our flights departure leaving several passengers (who had already stood in line for over an hour) stranded in Edmonton???? Why you ask?? because some "empowered" employee decided it was time to close up and head for what i assume was her break.......this is my first and last time flying with US airways...i would rather fly air canada (if any of you are from canada you will know how bad they are)

 
At Monday, March 02, 2009 3:11:00 PM, Blogger Andi said...

Hey Chris, I met you in Honolulu last October for Geek Week / SMM Camp. I flew there on US Airways, and canceled my return ticket back to the mainland.

When I canceled they said that I would have a credit for the return ticket value of $272.24 less a $150 change fee).

Today I went to use that credit on the same R/T itinerary I had flown originally in October.

The cost for ABQ-HNL: $362 ($181 each way). On the phone with usairway now for 49 minutes and 20 seconds the first time, and 19 minutes so far and counting now.

Get this! They want to charge me $1,000 to use my $120 credit on this $362 fare. I've been through Operator Bless (U0), Supervisor Nikki (who would not give an operator ID or last name), and now operator Arlo, who keeps repeating that this credit can only be used for a ticket from HNL-ABQ. Explaining that I'm *FLYING* from HNL-ABQ just like last time is lost on him (or her, I can't tell).

Someone really needs to explain basic math to these people. I'm so disgusted I'll be blogging and tweeting about this experience for years to come.

 
At Monday, March 02, 2009 3:16:00 PM, Blogger Andi said...

P.S. I forgot to say...

USAIRWAYS SUCKS

 
At Monday, March 02, 2009 3:43:00 PM, Blogger Andi said...

Ok, you know what they say 3's a charm.

After 2 hours on the phone with various US Airways operators, I got Lakisha, a supervisor. She got the job done. You should see the ridiculous stuff she had to do to this ticket to make it work, but I got my credit and even though I wasted a lot of time on the telephone, am satisfied with the outcome.

Still don't know that I'll ever book another flight with them unless I have to again, though. Just too much hassle.

 
At Monday, March 09, 2009 4:01:00 PM, Anonymous Anonymous said...

US Airways really does suck.
I just did a bit of an informal study after having another irritating round with their online customer "service".
Anyway, my study is typing in the following in Google:
54,200 results come up when typing JetBlue airline sucks.
94,400 results for Southwest airlines sucks.
161,000 results come up for American Airline sucks.
BUT! 4,730,000 results come up for US Air sucks.
We can't all be wrong.

 
At Tuesday, March 17, 2009 10:33:00 AM, Blogger Jonathan Kamens said...

Wow, lots of complaints about US Airways. No surprise there! You can read the details about mine on my blog. In a nutshell, my wife was too sick too fly (both for her and for the other passengers), and US Airways wanted to charge us $1,250, well over half the original cost of the trip, to change her and the kids' tickets to the next day. I talked them down to $500 after arguing with them all day, but that's $500 more than I should have had to pay. They're forcing people to fly while sick, and thereby endangering public health and public safety. It's a disgrace.

 
At Tuesday, March 31, 2009 7:57:00 PM, Anonymous Anonymous said...

@I am a Platinum member on Us Airways. I was invited by US Airways to call them and pay around one thousand bucks to upgrade my status to Chairman?s Preferred Status. I did not care to upgrade but when I looked at the benefits that I dont have to pay for changing or re depositing fees for my dividend mile tickets, I decided to call. I spoke to Becky at Dividend miles and told her that I had two tickets using my fiend?s miles and then proceeded to give her the record locator number. I asked her to make sure that the information she is giving me is the correct one. She put me on hold for about three minutes and came back and assured me that I will not be charged and thus I agrred to pay 1000 US Dollars to upgrade. A week later, I called US airways to asked them to cancel one of my tickets and re deposit the miles. The agent told me that I have to pay 250 dollars to do so. I told her the entire story and then she put me on hold for about ten minutes and came back and told me that there is nothing she can do to help me and that I should call Dividend miles and talk to them. I then called and spoke to a guy Dan. He was a cold and rude son of a bitch. Not only he told me that he could not help me , he tried to imply that i did not understand Becky. He acted like as an a** and a jerk. This is precisely the reason as to why none of the US Carriers will NEVER make any money. They have no idea of customer service. They act like robots with no compassion and show no responsibilty for their action. I fly onec a month around the world in First Class and I am sure that I will never fly US Airways no matter what happens. I dont understand this. I hope that our Government EVER bails them out and le them go out of business. They keep on filing bankruptcy and hurt people but never learn that by being responsible and courteosu, they may get more passengers and may start making money. I fily Cathay Pacific and Singapore Airlines and I can assure you that no one at those airline will ever act like Becky and Dan at US Airways. It just does not happen. I hope to GOD that US Airways will go bankrupt for ever and disappear from US like Pan American and other carriers. They are grossly incompetent. No. of times flown on this Airlines: No Comment Class flown most frequently: First Class Brian Johnson:

 
At Tuesday, March 31, 2009 7:59:00 PM, Anonymous Anonymous said...

@I am a Platinum member on Us Airways. I was invited by US Airways to call them and pay around one thousand bucks to upgrade my status to Chairman?s Preferred Status. I did not care to upgrade but when I looked at the benefits that I dont have to pay for changing or re depositing fees for my dividend mile tickets, I decided to call. I spoke to Becky at Dividend miles and told her that I had two tickets using my fiend?s miles and then proceeded to give her the record locator number. I asked her to make sure that the information she is giving me is the correct one. She put me on hold for about three minutes and came back and assured me that I will not be charged and thus I agrred to pay 1000 US Dollars to upgrade. A week later, I called US airways to asked them to cancel one of my tickets and re deposit the miles. The agent told me that I have to pay 250 dollars to do so. I told her the entire story and then she put me on hold for about ten minutes and came back and told me that there is nothing she can do to help me and that I should call Dividend miles and talk to them. I then called and spoke to a guy Dan. He was a cold and rude son of a bitch. Not only he told me that he could not help me , he tried to imply that i did not understand Becky. He acted like as an a** and a jerk. This is precisely the reason as to why none of the US Carriers will NEVER make any money. They have no idea of customer service. They act like robots with no compassion and show no responsibilty for their action. I fly onec a month around the world in First Class and I am sure that I will never fly US Airways no matter what happens. I dont understand this. I hope that our Government NEVER bails them out and le them go out of business. They keep on filing bankruptcy and hurt people but never learn that by being responsible and courteosu, they may get more passengers and may start making money. I fily Cathay Pacific and Singapore Airlines and I can assure you that no one at those airline will ever act like Becky and Dan at US Airways. It just does not happen. I hope to GOD that US Airways will go bankrupt for ever and disappear from US like Pan American and other carriers. They are grossly incompetent. No. of times flown on this Airlines: No Comment Class flown most frequently: First Class Brian Johnson:

 
At Friday, April 24, 2009 3:52:00 PM, Anonymous Anonymous said...

horrible service. had to deal with reps at DIA for a relative who was flying on US Airways. all the reps working at the check-in counter looked like they hated their job. from the skinny old bleached blonde to the overweight homely middle-aged lady, service was terrible. these reps treated the customers like it was such a hassle to be waiting on them. can't believe they are still in business!

most unhelpful and rude reps out of all the airlines.

 
At Wednesday, June 03, 2009 7:49:00 AM, Anonymous Mrs. Michelle Kennedy said...

I have my 181.00 credit that will cost me a 150.00 change fee to use story of my own but I won't waste my time after reading everyone else's horror stories on here!!! I think it is high time for a class action to put them into the long over-due bankruptcy they deserve!!!

 
At Friday, July 17, 2009 7:35:00 PM, Anonymous Anonymous said...

just sitting here on the laptop while I wait for my wife's flight from Phoenix, of course - it might be awhile because they forgot to book a pilot for the flight so are now actively "looking for one"..... US Airways truly does suck - and are getting worse by the minute....

 
At Sunday, August 23, 2009 11:23:00 AM, Anonymous Brittayn said...

USAirways is the worst! The $150 rebooking fee is a joke. Especially for my $200 flight. Come on! I called and spoke to Audrey who was about as unhelpful as it gets, despite the fact that their agent did NOT tell me about the fee when I called to cancel. I'm on twitter at @IHateUSAirways. Follow and I'll retweet your complaints.

 
At Saturday, September 19, 2009 9:39:00 PM, Anonymous Anonymous said...

All you people are a bunch of jokers... You have these whiny complaints that really arent complaints at all. Almost all airlines charge change fees, have inflexible rules, cancel flights, have weather delays, etc., etc. Thats how the airlines operate. They are in the business to make money and not cater to every single person's special situation or needs. Some of you really need to get informed on how airlines operate and stop complaining. And no I do not work for this or any airline.

 
At Wednesday, October 14, 2009 11:17:00 PM, Anonymous Jessica Sideways said...

My experience with US Airways was nothing short of horrid. I have only flown them once but it was a flight from Denver to Tampa to see my then boyfriend (we were in a Long Distance Relationship). After everyone was boarded on the plane, we had to wait 2 long hours before takeoff simply because someone fuelled the plane incorrectly and they did not tell us this or communicate it properly prior to takeoff.

 
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At Saturday, February 13, 2010 8:54:00 AM, Anonymous Anonymous said...

Attended a meeting in Philadelphia, Feb 8-11. I was notified by the meeting planners that my flight home had been cancelled on the morning of the scheduled departure, (11Feb10). Honestly, it was not a big surprise, the snow had stopped but the roads were still a mess and we had heard that the airport was not going to re-open until sometime late on Thursday morning. The problem was that the travel agency had been told by USAir that they could not re-book us on other flights without us calling directly, so there was a delay. I would like to mention that other airlines allowed the meeting planners and travel agents to make those changes quickly, so people who were traveling on other carriers did not have as bad a problem. There were four of us on the same direct flight back to Kansas City, so we huddled up and started calling to get a back up plan. I was the first one to get through to an agent, who told us that the seats on all other flights were full from people who called sooner. They would not move us to code share flights we could see online because, "we are trying to take care of our own passengers." The earliest option they offerred was two days later, with 2 connections and a 7 hr layover. I realize that airlines are faced with a tough problem when weather hits like it id in PHL, but I think they are obligated to be as accommodating as possible. We ended up driving back from PHL. There were 55 people attending the meeting, only those on US Airways were dumped in this manner. I have had reservations on cancelled flights before and when I called the airline I was told which next flight my reservation had rolled to, and I could accept it or make other arrangements. Since this is the 3rd time in just over a year that I have had a ghastly experience with US Airways, I am vowing to never use them again. As a road warrior for the last 15 years, I have been on any number of cancelled flights. I think US Airways is in a class by themselves when it comes to total disrespect for thier customers. Sorry for going off on a rant, but I think people should know when faced with a decision which airline to travel what the ramifications may be if there are problems.

 
At Saturday, February 13, 2010 8:55:00 AM, Anonymous Anonymous said...

Attended a meeting in Philadelphia, Feb 8-11. I was notified by the meeting planners that my flight home had been cancelled on the morning of the scheduled departure, (11Feb10). Honestly, it was not a big surprise, the snow had stopped but the roads were still a mess and we had heard that the airport was not going to re-open until sometime late on Thursday morning. The problem was that the travel agency had been told by USAir that they could not re-book us on other flights without us calling directly, so there was a delay. I would like to mention that other airlines allowed the meeting planners and travel agents to make those changes quickly, so people who were traveling on other carriers did not have as bad a problem. There were four of us on the same direct flight back to Kansas City, so we huddled up and started calling to get a back up plan. I was the first one to get through to an agent, who told us that the seats on all other flights were full from people who called sooner. They would not move us to code share flights we could see online because, "we are trying to take care of our own passengers." The earliest option they offerred was two days later, with 2 connections and a 7 hr layover. I realize that airlines are faced with a tough problem when weather hits like it id in PHL, but I think they are obligated to be as accommodating as possible. We ended up driving back from PHL. There were 55 people attending the meeting, only those on US Airways were dumped in this manner. I have had reservations on cancelled flights before and when I called the airline I was told which next flight my reservation had rolled to, and I could accept it or make other arrangements. Since this is the 3rd time in just over a year that I have had a ghastly experience with US Airways, I am vowing to never use them again. As a road warrior for the last 15 years, I have been on any number of cancelled flights. I think US Airways is in a class by themselves when it comes to total disrespect for thier customers. Sorry for going off on a rant, but I think people should know when faced with a decision which airline to travel what the ramifications may be if there are problems.

 
At Saturday, February 13, 2010 8:55:00 AM, Anonymous Anonymous said...

Attended a meeting in Philadelphia, Feb 8-11. I was notified by the meeting planners that my flight home had been cancelled on the morning of the scheduled departure, (11Feb10). Honestly, it was not a big surprise, the snow had stopped but the roads were still a mess and we had heard that the airport was not going to re-open until sometime late on Thursday morning. The problem was that the travel agency had been told by USAir that they could not re-book us on other flights without us calling directly, so there was a delay. I would like to mention that other airlines allowed the meeting planners and travel agents to make those changes quickly, so people who were traveling on other carriers did not have as bad a problem. There were four of us on the same direct flight back to Kansas City, so we huddled up and started calling to get a back up plan. I was the first one to get through to an agent, who told us that the seats on all other flights were full from people who called sooner. They would not move us to code share flights we could see online because, "we are trying to take care of our own passengers." The earliest option they offerred was two days later, with 2 connections and a 7 hr layover. I realize that airlines are faced with a tough problem when weather hits like it id in PHL, but I think they are obligated to be as accommodating as possible. We ended up driving back from PHL. There were 55 people attending the meeting, only those on US Airways were dumped in this manner. I have had reservations on cancelled flights before and when I called the airline I was told which next flight my reservation had rolled to, and I could accept it or make other arrangements. Since this is the 3rd time in just over a year that I have had a ghastly experience with US Airways, I am vowing to never use them again. As a road warrior for the last 15 years, I have been on any number of cancelled flights. I think US Airways is in a class by themselves when it comes to total disrespect for thier customers. Sorry for going off on a rant, but I think people should know when faced with a decision which airline to travel what the ramifications may be if there are problems.

 
At Tuesday, March 09, 2010 8:25:00 PM, Anonymous Anonymous said...

US Airways SUCKS! I have a $646.19 credit....I want to use my credit towards a new flight that cost $300...they want me to pay an additional $150 on a credit card and forfiet the remaining balance. How does that make sense? Now I know why I prefer to fly on Southwest.

 
At Saturday, March 13, 2010 11:37:00 AM, Anonymous Anonymous said...

Read the terms of transportation for the airline prior to purchasing tickets. I avoid buying tickets on ANY airline from discounted search engines. The super cheap prices come with some hefty restrictions.

Southwest use to allow passengers to move flights and their ticket price was a credit and that is no longer the case. Notice if you want to change flights on WN you must pay the difference in the fares and a change fee

Air Tran does not book you on other airlines if they cancel like AA, US, UA, & CO

I love reading airline blogs by customers for all the airlines. I have flown over 112,000 miles in the past 10 months on various airlines and have had issues but by having a complete understanding of the rules you can win everytime.

Stop bitching because if it was illegal you would win but read the rules like me and you can catch the airlines within their own policies.... good luck

 
At Monday, March 22, 2010 11:21:00 AM, Anonymous Anonymous said...

So glad YOU read the fine print, Anonymous. That does not in any way account for the arbitrary rules and poor customer service displayed time and again by US Airways, the nation's poorest example of how to run an airline. I tried to make a reservation with them via Orbitz last year, and accidentally duplicated the reservation (poor web design on Orbitz part, and I'm just a dummy). But could not receive credit then for my mistake because I unintentionally changed the time of 1 departure on a multi-city ticket when I duplicated the res. OK, OK, after realizing I couldn't recuperate the purchase price, I resigned myself to paying the $150 change-ticket-fee and using the credit with a year. Today, when I tried to use my $526.33 "credit", within the correct timeline, and for the correct passenger, I discovered that it's only good for a flight originating from the same country as the original (which originated in Mexico - but I'm not there anymore.) AHa! US AIRWAYS GOTCHA! They Win Again. The Customer is Always Wrong and We'll Do Whatever We Have to To Screw Him or Her and Take His or Her Money Whether or Not We Provide Any Service. Why are they still in business, anyway??? I'm never flying US Airways again.

 
At Wednesday, March 24, 2010 7:33:00 AM, Anonymous Anonymous said...

My parents are flying usair today (never again!). Their flight arrived to Phoenix 45 minutes early. This gave them time to catch an earlier connection. Usair wants to charge them $50 each to get on an earlier flight. For Gods sake people, flying an airline is a sunk cost. If there are seats available, let them on. It's going to cost you more in the long run with the bad customer service than the measly $100 you would have made. I am a frequent flier, hardly use Usair. I will never use them now and I will advise all that I know to boycott them!

 
At Wednesday, March 24, 2010 7:33:00 AM, Anonymous Anonymous said...

My parents are flying usair today (never again!). Their flight arrived to Phoenix 45 minutes early. This gave them time to catch an earlier connection. Usair wants to charge them $50 each to get on an earlier flight. For Gods sake people, flying an airline is a sunk cost. If there are seats available, let them on. It's going to cost you more in the long run with the bad customer service than the measly $100 you would have made. I am a frequent flier, hardly use Usair. I will never use them now and I will advise all that I know to boycott them!

 
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At Thursday, May 06, 2010 6:14:00 PM, Anonymous Anonymous said...

I'm a frequent business flier and am stuck with USAir because my home airport is one of thier hubs. Thier staff are discourteous, act as if any request is a huge bother, and are generally mean and disagreeable. The only good staff I've encountered were 2 separate crews from Phoenix who it turned out were former America West employees. USAir does not hire or train thier employees in customer service.

 
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At Monday, July 12, 2010 9:53:00 PM, Anonymous Anonymous said...

US Airways Customer Service is real bad.
During cancellation they say the amount is refundable for a non-refundable ticket provided there is any medical condition; but while booking an other flight for the same amount they would say the amount is refundable only if the passenger is hospitalized. They believe the passenger cannot travel only when he/she is hospitalized, but remember a passenger who travels while he/she is sick (without being hospitalized) will eventually be hospitalized. Do you expect that to happen? Is this the way you treat the passengers

 
At Sunday, August 08, 2010 6:43:00 PM, Anonymous anne graham said...

US Airways Sucks in Canada Too!
Hey US Air, if you're monitoring social media mentions, maybe this will get your attention and get this resolved - you already have all the details. For readers, here's a summary. Booked a flight to Vegas from Vancouver and checked in online the night before but couldn't print boarding passes - the agent left his post before the time quoted on the website (knowing checked in passengers had not yet arrived), AND the automated machines shut down - we stood there for an hour paging him etc. and trying to get boarding passes with no luck, until the flight finally left and he came back. He said he'd heard the pages but didn't want to respond. His solution - too bad, pay for a 1 way flight with another carrier and catch the US Air flight home as planned. Only problem - his info was wrong (Canadians can't originate a 1-way flight in the US), and about 5 minutes after paying a horrendous amount to book 1-way to Vegas with another carrier, I got a panic call from my travel agent saying US Air had cancelled our return flights too!! So we had to book yet another horrendously expensive one-way flight home, when we could have just booked a less-expensive round trip (still paying twice thanks to US Airways error). Their fix? They'll let us use the US Air tickets later, with no extra charge. That still leaves me $2000 out of pocket because their agent screwed up on his information, which is clearly their responsibility. I had a nice phone call from a customer service agent 2 weeks ago after I responded to their email with their proposed "fix", mentioned that I thought more compensation was due, because of the agent error, and I haven't heard a word since. Hey US Air, are you listening? Make this right - NONE of this should have happened, you have a lousy uncaring gate agent in Vancouver who doesn't know his stuff.

 
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I used to fly US Airways until they kept losing my bags. Now my 8,500 Dividend Miles have expired. However, the nice folks at US Airways just sent me an e-mail that I can "renew" my miles - if I pay them $100 and take a flight with them within the next 10 weeks. Talk about chutzpah.

 
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At Monday, July 11, 2011 10:31:00 AM, Anonymous Anonymous said...

You're the fool! Sounds like you purchased a NON-REFUNDABLE, NON-TRANSFERRABLE ticket. There is no credit when you cancel your flights, since these are NON-REFUNDABLE tickets. And they cannot be transferred to someone else since they are NON-TRANSFERRABLE. Very simple. Each ticket can be applied to another ticket in that persons name, with fees, plus fare difference. If you think US Airways sucks because of this, you are a fool, because all airlines follow these basic rules. I know because I work at United Airlines. Next time, pay five times the price of the ticket, then you can get CREDIT back for your REFUNDABLE ticket. And don't expect to get your cheap non-refundable, non-transferrable ticket treated like a full fare ticket because you are crying to some supervisor on the phone for one hour. You knew the rules, if you listened, when you bought the ticket!

 
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At Thursday, March 15, 2012 11:31:00 AM, Blogger Flyer said...

I grew up flying America West, thought they were a good airline back then. I decided just a few months back I wanted to go work for the airlines again. Applied with US Airways and was offered a job inflight, due to some administrative mistake they resended my job offer. Tried aimlessly to speak with HR. Got a woman named Cherie Bond in Tempe. She was a complete(B)witch. I am 1000% convinced they are run my the devil himself. Unprofessional, would not know how to treat someone like a person if their life depended on it. Don't fly them, they suck!!!!!

 
At Wednesday, April 04, 2012 11:10:00 AM, Anonymous Anonymous said...

My itinerary made on USAirways.com got canceled by someone and USAir can't tell me who. Suspiciously when I rebook the itinerary it is $300 more. Sounds like too little money for USAir to do something so underhanded but this is USAir we're talking about. And who allows some anonymous Web user to cancel someone else's reservation in this day and age??

 
At Tuesday, May 29, 2012 7:25:00 PM, Anonymous Anonymous said...

Why is it that every time something goes wrong, the airline automatically sucks and cannot do this or that? Listen people: there are many people that you will have to work/deal with in your life. Just because one screwed up doesn't mean that the company in general sucks, it just means that either that person should get the boot, or their department as a whole should receive some disciplinary actions.

So please, before you go saying that airlines suck and such, just remember that what they do can be extremely stressful and time consuming, so if you encounter an issue, don't get worked up about it. Let the other person burn them self out.

 

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