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 Worried by US Airways Disorganization and Lack of Communication
Posted Mon May 14, 2007 12:00 pm, by Lindsey M. written to US Airways
Write a Letter to this Company | Rate this Company
I flew home to Indiana on Saturday for Mother's Day weekend. My flight # was 4005 and it was scheduled to depart at 6:59am, but was delayed until 7:30am and then delayed until 8am. I would not have been so upset if they would not have have taken our boarding passes, put us on the shuttle to our plane, and then told us our plane was broke, so we need to go back to the gate and wait for the plane to get fixed. Where was the communication with the bus driver and the flight staff? There was a lack of communication and that scares me.
When we got on the new plane, the pilot announced the other plane was "broken". I was pleased to be on a working plane, but just surprised that they shuttled us out to the plane before communicating that it was a non-working plane. I arrived in Indiana an hour later than I was expecting. My mother and I were still able to unite together for Mother's Day weekend.
I would like to see more organization with the company and it's staff. The staff does not seem like they are aware of what is going on. I noticed this on the flight back to DCA today. There were gate changes and the staff did not seem aware of the proper gate changes. Also, on my flight back (3394 IND-DCA), there were people who had duplicate seat tickets. There were extra seats on the plane, but it makes people uncomfortable when they have the same seat assignment as someone else. I would like US Airways staff to say "I will find out and get back to you", instead of constantly saying, "I do not know what is going on". Disorganization and lack of communication worries me as a frequent flying customer.
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by pcw Posted Sat May 19, 2007 @ 10:46 AM
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The "broken" plane may not have been a case of disorganization.
Perhaps a warning light came on in the cockpit as they were preparing
for flight or something was spotted by the pilot and copilot as they
were boarding the plane. You may have been on the way already when
the problem arose. The most important part is the airlines work so
hard to keep thier passengers and employees safe in flight. You were
quite fortunate there was another plane available. Airlines cannot
have backup planes sitting around just in case one breaks. Planes are
quite expensive. The fact that your flight was given that plane may
mean that someone elses plane was late if your broken plane wasn't
fixed in time. I can understand you being upset, but next time try to
look at the whole picture instead of just how a small part is
affected.
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by PC Posted Fri May 18, 2007 @ 3:41 PM
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Lindsey,
I 100% agree with you on your misberable service with USAirways! And
just think, they made a hostile takeover bid for Delta Air Lines! And
I'm so happy that Delta didn't cave in! Because according to your
letter, Delta would be just as screwed up as USAirways! I have never
liked that airline, from the moment they bought out Piedmont Airlines!
I just wish that the USGoverment would take over USAirways! Er....
Wait a minute, that would be worst!!! Nevermind!
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by Bill R Posted Tue May 15, 2007 @ 10:01 AM
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Linsey,
I see your point but in these days of "change" and quick change at
that it is impossible to keep up.
I think the best you could expect to hear is " I don't know but I will
attempt to find out ".
As far as the plane being "broken" I am sure that that was the pilot's
attempt at making light of the situation.
In re-reading your letter I notice you were an hour later than you
were expecting.
Looks like they must have figured something out to get you there.
Next time you fly you might just want to bring a good book and try to
enjoy the adventure.
Bill R.
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SHARED LETTERS 
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