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 Outrageous Treatment by US Airways Employee
Posted Tue February 26, 2008 12:00 pm, by Veronica C. S. written to US Airways
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How do I begin to tell my consternation with the treatment I received during a recent trip with your airline? To begin, it was not a single event that made the situation unbearable but a series of problems and confrontations with ill-mannered employees that made the entire journey with your airlines a horrendous experience.
On the day of our flight, we arrived on time at the Oakland airport, made our way through the check in, through security, and upon arrival at the gate; we were informed that our flight had been cancelled due to mechanical problems. We were rebooked on a flight at the San Francisco International Airport. We were given a shuttle to the airport along with other displaced passengers. Upon our arrival at SFO, we went to the check in, through security, went to the gate and we finally boarded. However, there was a long delay on board over 1 hour. Once the long flight delay lapsed, we made our way to Phoenix only to discover that the delay in SFO caused us to miss our connecting flight to Telluride. The airport staff immediately rebooked our flight for the next day and apologized for the delay in our journey. We booked a room, at our expense. We had to pay taxi fare both to and from the hotel ($20.00 each way).
The next day we arrived at the Phoenix airport for our next adventure. We checked in, received our boarding passes and noticed that my boarding pass was incorrect; I had been issued a boarding pass in someone else's name! We promptly brought this to the clerk's attention, as I would not be able to make it through security with that pass. The clerk promptly corrected the miss-printed boarding pass, we made our way to the gate, and we boarded the plane. Finally, we were on our way!
Our joy was, however, short lived, as just before closing the plane door the ticket agent boarded the plane and announced that the plane was a thousand pounds overweight and the last persons to register for the flight are to get off the plane immediately. She began to call names, and mine was among them, but my husband's name was not called. We attempted to explain, in front of the whole plane, that I did not just register for the flight and that I had been rescheduled the day before, and that my boarding pass was wrong and was reprinted, she said to me in a demeaning tone and with a rude attitude: "You GET OFF and He Can Stay"! Once more, I attempted to explain and she said: "Get off or I am Calling Security to GET YOU OFF"! She marched off the plane.
Humiliated and embarrassed by her discourteous and gross mistreatment of us in front of a plane full of people, my husband and I disembarked with the other victimized couple who were also treated atrociously and are going to write a compliant. As my medications were in my checked luggage and I could not be without them, we asked the baggage clerk if we could get our luggage, as we would have to stay yet another night in Phoenix. The clerk attempted to get our names and baggage numbers so that she could retrieve our luggage. However, the retrieval was stopped as the ticket agent angrily yelled that we should get back inside the terminal "RIGHT NOW! Once in the terminal, we asked her if we could receive compensation for the delay, as this is our second delay in our journey. She said: "NO! You do not get anything because you did not volunteer to get off the plane. You Get Nothing"!
By this time, security had arrived and the ticket agent told them that we were so irate that the Pilot himself had to remove us from the plane a bold faced lie, since we had never even seen a Pilot nor had we spoken with a Pilot or anything that even resembled a Pilot. As we, me, my husband, and the other couple were explaining what had happened and how it happened a witness to the entire event spoke up and said that we were telling the truth. He was immediately told to: "Mind his own business"!
By this time the customer service manager arrived and we began to explain what was going on. He was about as unapologetic as one can get and offered no consolation or sympathy. We asked if we could get a refund for the portion of the flight we could not take, i.e. Phoenix to Telluride, as we were not interested in continuing the flight the next day as we would only spend one night in Telluride and then fly home again! He explained he could do nothing, and that all refunds must come from the Customer Service Center. I asked once again if we could receive compensation for the mishap. He told me once again that all refunds and compensation must come from the customer service center. Finally, after my asking again, he said all that he could do was give us a voucher for $400 dollars.
I should be reimbursed for the entire flight, hotel, taxi, and my 4 lost days of vacation. I would like to receive a personal letter from U.S. Airways and from the ticket agent apologizing for the agonizing experience. I also want proof that she has had to attend a proper customer service-training seminar to insure that this does not happen to anyone else.
I also want to receive compensation for the mental anguish that my husband and I suffered at the hands of your employees - I would like this compensation given in the form of as contribution to a charity of my choice.
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by Daniel F. Posted Sun May 25, 2008 @ 1:38 PM
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If it was a flight from Phoenix to Telluride, it's possible that it
wasn't even a US Airways employee. It was more likely an employee of
Mesa Airlines, who runs the express service. Also, DOT regulations do
not require an airline to reimburse you for hotel expenses when you
miss a connection due to a weather related delay. If the flight to
Phoenix was late because of weather, they owe you nothing.
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by geekgirl00 Posted Wed February 27, 2008 @ 12:43 AM
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One thing I'm curious about. If you have medication you need why on
earth was it checked in with your luggage? What would happen if your
luggage was delayed and or lost? I think the mental anguish part is
slightly dramatic as well.
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by Chris&RyansMama Posted Tue February 26, 2008 @ 9:15 PM
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While I do agree with you that the ticket agent acted inappropriately
and you were inconvienienced, I don't think you are gonna get all your
reimbursement requests. I do think they owe you the cost of the
flight, hotel, and taxi. I don't think you will get anything for 4
days lost vacation. Mental anguish? No way. You will definately not
get proof that anybody took any seminar. That is a personnel issue,
and really isn't anybody's business how they decide to discipline
their employees.
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by BigShot Posted Tue February 26, 2008 @ 8:32 PM
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It sounds like you had a series of unfortunate random events
(mechanical problems, missed flight connection, wrong boarding pass
name etc.) I don't blame you for being frustrated. As for them
asking you to get off because of the weight limit (BTW don't they
usually ask for volunteers before kicking somebody off? Did they do
that?) you have to understand this from the airline's point of view.
They HAD to kick somebody off, they knew somebody was going to be
pissed and unfortunately that somebody was you. Their job is to make
sure the flights go smoothly and take off as close to "on
time" as possible. They probably wanted to pick out the pour
souls and get them off and get it over with. I know it sucks, but
that's how the air industry is these days. Nothing is guaranteed. As
for your compensation request, you should be reimbursed for the hotel
and taxi and you may get it for the flight but you won't get proof
about the employees attending customer service seminars. That's a
ridiculous request. You also won't get reimbursement from mental
anguish. If your account is accurate, the employees should not have
been so rude to you. I have to ask though, if they had been nicer
would the situation have been any better? I somehow doubt it.
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by Adam D Posted Tue February 26, 2008 @ 7:44 PM
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Well, I guess I will not be doing business with US airways if this is
how they treat their passengers!
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US Airways
by Jason F. Thu March 13, 2008 @ 12:27 PM
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SHARED LETTERS 
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