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 Horrible Customer Service
Posted Thu December 28, 2006 2:10 pm, by Michael G. written to US Airways
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On Friday, Dec 22, my wife and I arriived at DFW US Airways terminal at 5:30 AM to check-in for Flight 1210 leaving at 6:20 AM - nonstop to Philadelphia. After standing in line for 10 minutes athe outdoor check-in we were called to the front of the line and told we had to go to the main check-in inside to check our baggage. After going upstairs we (and 23 other passengers) were told that we had missed the 45 minute cut-off for baggage check-in and would not be allowed to board our flight. We were put on stand-by for the next flight which was scheduled to leave at 7:00 AM - and was routed through Charlotte NC. After going checking in and going through security we arrived at our new flights gate at 6:10 AM - a FULL 10 minutes BEFORE our original flight was scheduled to leave.
At 7:10 AM, my wife and I were told that only one of us could board the 7:00 flight and that we had a "better" chance of reaching our destination if we traveled separately. We agreed to do this but it was certainly a lousy way to start our honeymoon. The 7:00 AM flight finally left at 7:40 AM after being held for another passanger who arrived left and who was subsequently not even allowed on the flight. I was furious that they could hold this flight for 40 minutes for a late passenger but wouldn't allow us to board our original flight that we were on time for.
I was bumped to the next flight and then the next flight after that. I finally boarded a flight and arrived in Charlotte NC where the stand-by bumping started all over again, finally arriving in Philadelphia at 7:30 PM, SIX HOURS AFTER my wife arrived there and nine HOURS AFTER our original flight. This caused us to miss the entire first day of our honeymoon plans while we wasted time in the airport.
But US Airways horrible customer service did not end there. The previous week I had called and cancelled the second leg (to Allentown - Flight 3644) and had rented a rental car becasue our flight schedule had changed and we would have had a 4 hour layover in Philadelphia and it's less than an hours drive to Allentown. At that time I was told I would receive a credit for the cancelled portion of the flight and that I could call on Dec 25 to cancel the first leg (Flight 4551) of my return trip for a credit as well. The rental car, of course, had to be returned to Philadelphia so on Dec 25 I called US Airways and spoke to a Customer Service (sic) representative who rudely refused to help me insisting that I would have to pay an additional $599 per person to cancel the Flight 4551 portion of our tickets. I asked to speak to a supervisor and was passed off to Jose Mangaliman, who also rudely insited that I would have to pay the additional $1198 to cancel. Jose was very rude, implying that I was lying about what I was told the week prior when I had called to cancel Flight 3644. I was not asking for a refund and US Airways would have lost nothing by simply cancelling Flight 4551 and allowing us to continue on Flight 1239. As it turned out I now had to pay an additional $400 for the rental car for returning it to Allentown rather than Philadelphia.
What makes this so much worse is that my wife and I arrived at the airport in Allentown at 5:45 AM on Dec 26, checked in and got to our gate at 6:10 and then found out that our flight was delayed until 9:20 AM, causing us to miss our connecting flight (1239). Of course it is obvious that if Jose and US Airways had cooperated the previous day that my wife and I would have driven to Philadelphia and would have made the flight to DFW which departed as scheduled. We finally left Allentown at 10:30 and arrived in Philadelphia where we were once again placed on the stand-by list for each flight to DFW. We finally boarded at 5:45 PM and arrived in DFW at 8:30 PM. Of course we had now missed our entire Christmas celebration with our kids and other family which we had planned to do earlier that day since the kids were all with other parents on Christmas Day.
Thanks to US Airways horrible customer service (more accurately customer disservice) we missed the entire first day of our honeymoon and our Christmas celebration. Just a small amount of consideration for us (and the other 23 passengers on the first day) would have resulted in a much more pleasant flying experience for all concerned.
I'm not interested in hearing how this was my fault, God's fault, the weather's fault or federal regulation's fault. US Airways simply failed to do their job and subsequently caused us (and others) to have TWO MISERABLE days of flying.
I would like a full refund of the tickets - $868.40 AND a refund of the additional rental car cost for having to drop it off in the wrong location - $399.20. This makes a total refund of $1267.60. This is the LEAST that US Airways could do in order to cause less damage to their reputation than they already have.
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by PFBSUCKS Posted Sun December 31, 2006 @ 12:59 PM
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blah blah blah i want i want i want
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by KamenRiderOsaka Posted Fri December 29, 2006 @ 8:38 PM
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First of all, it was around Christmas. You should always get the the
airport with extra time to spare for such things encase something
happens. Here where I'm at, check in closes 45 minutes before the
flight leaves, so you guys would have been outta luck! We arrived to
the airport 2 hours before our flight left on the 26th and we almost
missed it because of the long lines at check in, something unexpected
happening (My ticket couldn't be found, so I had to wait in a never
ending, no moving line) and then security was a nightmare. This was at
5:15 in the morning with our plan leaving at 7am. 50 minutes just
doesn't cut it anymore because of terror alerts, security being
tighter, etc.
Now, as for refunds. I do not think you will get any money back.
Especially for your car rental. You chose to cancel that yourself. As
for airfare...its possible, but very unlikely you will see anything
more than $200/ticket back in the form of a voucher. I'm being very
realistic here. I've flown planes all my life, and have considered
employment with a few airlines, and know that it's rare for a airline
customer to get a full refund. You are assessed a fee when canceling
because you cost the airline money for a seat that isn't filled. Often
times, its more than what your ticket costs because they have to eat
the cost of a ticket, plus the cost of a ticket for another flight if
a standby passenger is chosen to fill that seat. It screws things up
for the airlines.
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Hmmmmmm
by JohnF225 Fri December 29, 2006 @ 7:23 PM
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by JohnF225 Posted Thu December 28, 2006 @ 3:38 PM
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Let's see, you arrive 50 minutes prior to flight time, knowing that
you were going to have to stand in line to check in, and you're mad at
USAirways for not letting you board the flight?
Why do you think that you are exempt from the rules stating that you
MUST be checked in 45 minutes prior to scheduled departure time? And
don't give me anything about the flight leaving late, the rules state
that you MUST be checked in 45 minutes prior to SCHEDULED departure
time. You blew it.
As to the second part of your complaint, as a travel agent I can tell
you that the first person that allowed you to cancel without penalty
was incorrect, and that the second set of people you dealt with were
following USAirways policy. Again, not their fault that you decided
to rent a car and drive to Allentown.
In my book, you're out of luck.
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Michael..
by Firebrat Tracy Thu December 28, 2006 @ 6:41 PM
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SHARED LETTERS 
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