Monday, April 03, 2006

See, US Airways does Suck

I don't want this blog to become a place that only complains about crappy customer service, but after reading this article about an annual survey on the airline industry, I wanted to share the bad news with you. While there were not major revelations in the survey, this particular nugget was satisfying at least, because it shows I am not alone in being treated poorly by them.
Southwest Airlines had the lowest rate of complaints, 0.18 per 100,000 passengers, while US Airways had the highest, 1.86.

JetBlue was of course the favorite (and I agree), but I was a little surprised to hear that AirTran was one notch ahead of Southwest. In the past, I have purposefully avoided AirTran, even when they were cheaper because I had thought they were not up to par. In the future, I will at least consider them, though my loyalty is now clearly to JetBlue, with American close behind because of my gold status and membership in their Admirals Club.

Unfortunately, this weekend I am flying US Airways for my Boston trip (actually America West planes). We need to be more budget conscious, and I had to use the $190 credit we had leftover from that little incident I wrote about back in November. I was grandfathered into gold status with them last year before our problems with them, so perhaps the experience won't be so bad after all.


At Friday, November 17, 2006 1:32:00 PM, Anonymous Anonymous said...

I just spent 45 minutes trying to use a voucher that I got last May because they screwed up...A bigger collection of dumb asses I've never encountered...If they buy Delta, that will drive the last nail in the coffin for them both...good riddance...btw, I'm flying AirTran...

At Saturday, December 09, 2006 11:03:00 AM, Anonymous Anonymous said...

This comment has been removed by a blog administrator.

At Sunday, December 24, 2006 6:38:00 AM, Anonymous Anonymous said...

Air Tran SUCKS. I was charged $65 for having too big a bag, not overweight, just too big across. This was my first experience with air tran. Instead of it being my last, I plan to fly again, but this time with bags just under the max size, and always 2 of them whether or not I need the second. They will each weigh just under the 50 pound limit. I plan to use brick or heavy books to add to the weight. That will teach those bastards. Anyone care to join me in this protest?

At Friday, February 23, 2007 3:36:00 PM, Blogger Brian Miller said...

Again, you get what you pay for.

Baggage limits make sense because heavy cargo uses fuel, and that $199 round trip via Atlanta isn't very profitable (and Airtran and most other carriers also carry cargo in the extra space to make a bit of cash).

US Airways is now a low cost carrier, and still going through some operational problems related to their merger with America West. Hopefully those will be resolved soon -- but my experience has been that every time I fly them, I get decent service and when they screw up, they make it right for me. I spend quite a bit on corporate travel on them too, which makes a difference, but remain content in my decision to switch to them from American years ago.

People complaining about baggage restrictions, change fees, etc. *do* have choices. A full fare ticket has no change fee. A business class/first class seat has much higher luggage limits. Both also cost 3x to 7x more than that super-cheap fare.

You get what you pay for. Americans have said they want cheap flights and in an era of $60 a barrel oil and high labor costs, that means cutting basic corners to make ends meet. I guarantee that if you spend $2K a month on US Airways, you'll get better service than you get on that $199 restricted ticket. But you've gotta pay -- and there's nothing unfair with that. The era of "something for nothing" service where cheap ticket, non-frequent travelers got the same service as frequent high-fare travelers is over for good.

At Saturday, June 09, 2007 1:02:00 AM, Anonymous Anonymous said...

Unfortunately, Mr. Miller would appear to be correct. Why should a healthy person showing up for the first time at an emergency room expect the same level of service as a chronically ill patient? However, my own experience validates Consumer Reports' recent ranking regarding where US Airways stands in terms of customer service.

At Sunday, July 01, 2007 1:33:00 PM, Anonymous Anonymous said...

Last month I booked online three round trips on US Airways/America West for my wife and me from Washington to Phoenix and for me from Phoenix to Las Vegas. Despite the reservation site crashing several times, I was able to complete the transactions and get our seat assignments. I made the mistake of not checking carefully the confirmation e-mails. The day before we were to leave I discovered that the reservations were scrambled - my wife's reservations had completely disappeared and I was booked to return to Washington on the flight my wife was to use and 15 minutes before I was ticketed to leave from Phoenix for Las Vegas. To make a long story short, the US Airways reprentative I contacted said tough luck, I should have caught the errors earlier. They wanted $1,600 to fly my wife to Phoenix and back on our originally scheduled flights (plus $10 for talking to her over the telephone) and an additional $901 to return me to Washington from Phoenix on my originally scheduled date. I was told that US Airways policy was to make no accommodation. I told her that I had some options. I booked my wife's flight on American Airlines and I notified US Airways CEO that I had issued a new policy for my company - no one is allowed to use US Airways or America West. I'm sure that US Airways couldn't care less about losing our business. If only it happened frequent enough to get them to give a hoot about their customers.

At Thursday, July 26, 2007 5:41:00 PM, Blogger Melisa said...

Yes, i agree! i've been trying to find blogs on US Airways/America West being a sucky airlines and trying to rally some support on the myspace I created.

Yes, I have a life but they pissed me off so much that YES, its worth my time! bastards!

At Tuesday, September 18, 2007 5:21:00 PM, Anonymous Anonymous said...

MY name is Danny and I work for US Airways in a small airport in the midwest. We only do connections to Kansas City and that is a nightmare. MCI is probably the worst airport for losing baggage. We send passengers up there with perfectly good flight schedules and we always get called that MCI has cancelled their reservations.

On top of all that, our flight schedules have changed. Unfortunatly, online travel agencies like Orbitz and Expedia haven't been notified by Us Airways. So they continue to book flights for passengers at times we dont fly at. The flight #'s remain the same but the times are different. So passengers show up here at 11:00 to check in for a flight they believe to be leaving at noon...but actually took off at 10:45. It is truly a bad air carrier. Im disappointed that my badge says Customer Service Agent, since I can't do anything myself to change the mess ups of our corporate leadership. Thats our policy. If Expedia messed up, they have to fix it, even if its our fault they don't have the right times.

At Thursday, September 20, 2007 12:15:00 AM, Anonymous Anonymous said...

These folks don't appear to care about their customers at all. I fly every week with my job, and sometimes I finish an assignment early. I'd like to come home early, but no matter what, they want to charge $100 to change my reservation from Flagstaff to Seattle via Phoenix. I told them I'd forego flying out of Flagstaff if I could apply the unused fare towards my change fee for the Phoenix to Seattle leg, but they said their policy doesn't allow it. (I guess they just really need my hundred bucks). Well, their policy stinks, their customer service stinks, well, and their whole airline stinks. When I get home, I'll be sure NEVER to book with them again. And I'll send this message to our in house travel agent. Hopefully more people in our large corporation of some 50,000 people, will stop flying with them, too.

At Sunday, September 30, 2007 7:54:00 AM, Blogger Cena Jr. said...

I have been an America West flyer my whole life. At least 10 flights nonstop with perfect service, smooth landings, and very nice pilots and stuartists. Now that U.S. Airways took over everything, I hate U.S. Airways! U.S. Airways is now firing the pilots of America West and repainting all of their special liveries! Even the America West Arena has been changed to the U.S. Airways Center!!! Does anyone agree with me that U.S. Airways sucks???!!!

At Saturday, October 11, 2008 6:28:00 PM, Anonymous Anonymous said...

Airline traveler BEWARE! Check your own baggage weight carefully before checking in at the airline.Air Tran baggage scales were FIVE POUNDS off recently. My bag weighed 34-35 pounds on my home scale. When I got to the baggage check-in counter, I noted that my bag was now 40 pounds! Hmmm...gained weight on the Metro ride over to the airport?!?

I didn't think anything of it until I did some research after a maintenance delay of my flight caused me to miss my connecting flight. I found many complaints about overweight baggage fees at Air Tran in particular!How could such a thing be proven? BINGO! My bag was delayed, too, and had to be sent to me via Fed. Ex. two days later. Looked on the Fed. Ex. tag attached to my bag when it arrived. There it was---WEIGHT: 35 lbs. PROOF that my bag had not gained any weight after all---there was a problem with the Air Tran baggage scale!

Let's see...a charge of $39 is possible if your bag is over the 50 pound weight limit and $79 if the bag is over 70 pounds. Fortunately, I did check out the fine print on the Air Tran web site before I packed up for my trip. I wanted to make sure that I wasn't even close to the limit. BUT, are others so inclined? OR, do most people get socked by surprise by this additionally imposed fee?

I suspect that the latter is the case. I ponder---how much money would Air Tran be expected to take in with those miscalibrated scales???? No fuzzy math here---they could rake in quite a bit of pocket change this way!

Now...the real question is does Air Tran do this knowingly? Isn't this FRAUD, if so? Tell me that they allow the scales to be miscalibrated like that for days on end...and I'll tell you that I think this is fraudulent!

Let your experiences be known!

At Monday, January 03, 2011 12:24:00 AM, Anonymous Anonymous said...

I boarded a flight on us air on 1/2, to Dallas from NY. The flight had major delays by the airline. Late check in that completed almost one hour after boarding time. Two prisoners which they did not know what to do and created more delays. Overbooking the flight which caused more delays. As a result of the delays connecting flights were missed. I thought since the airline was at fault they would made accommodations for the passengers. When I got to Philadelphia I was told that it was weather conditions that were documented from Newburgh that caused the delay. I inform customer service that this was not true. The weather was sunny, 50 degrees, no fog, no rain, no snow. Us air refuse to provide accommodations for hotel and stated that I have to sleep at the airport for the night since the next flight out is at 935a the next day. Because of the documentation, they did not have to provide accommodations. I informed the us air manager (Kendall Wright) that I have a medical condition and that it would be too much for me to stay at the airport since it was their fault that the flight was delayed, I should not have to pay for accommodations. She handed me her card and stated, I can call paramedics for you to go to the hospital since I have medical problems and that I can stay at the hospital for the night. I told her no thank you, I am not dying I was just informing her of my situation and she left. NO ONE SHOULD BE TEATED THIS WAY BY AN AIRLINE, BECAUSE THEY DONT WANT TO PAY FOR ACCOMODATIONS

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