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 Failure of Communication Between USAirways and Customers
Posted Sun July 1, 2007 12:00 pm, by Beth C. written to US Airways
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On Thursday, June 21, 2007, I was completing the final leg of a round trip, flying home to Rochester, NY from Philadelphia, PA. My flight was scheduled to depart Philadelphia at 8:10 p.m., and although I knew when I booked that this particular flight had an on-time rate of only 20-30%, I was hopeful of a good outcome when I arrived at the airport and saw that the flight was listed on the monitors as being "on time."
As I waited at the gate, all monitors continued to show the flight as "on time" even as the 8:10 p.m. scheduled departure time came and went. At no point did USAirways staff inform the large crowd of customers waiting of any delays; we were just left to our own devices. Finally, at around 8:25 p.m. (note that this was already 15 minutes after the scheduled DEPARTURE time of this flight), the USAirways representative at the gate noted that we would begin boarding; she neither mentioned nor apologized for the delay.
Luckily, the boarding itself went smoothly, and we were on the plane and read to take off only about 30 minutes late. Unfortunately, we were then exoerienced an additional delay for takeoff, although we sat on the plane for another 20 minutes or so before the captain deigned to announce that there was a runway backup. So, by the time the flight actually took off, it was over an hour past our original departure time. Unfortunately, the USAirway system was never updated to reflect the delay, which means that my husband wound up sitting at the Rochester airport for over an hour waiting for me to arrive. Before he left our home, he had contacted the USAirways automated phone line, which gave him the erroneous information that the flight was still on time.
Although I travel by air several times per year and am very understanding of the fact that unavoidable delays may occur, what I do NOT understand is why USAirways did not handle this situation in a more professional manner. First of all, the representatives at the gate should have IMMEDIATELY informed their customers once boarding was delayed. In addition, all USAirways systems--including in-airport monitors and phone hotlines--should have been updated to reflect the delayed flight time rather than falsely persisting in portraying the flight as "on time." Finally, it would have been nice if a USAirways representative had actually APOLOGIZED for the delay up front (rather than belatedly, which the pilot did for the first time just before we landed in Rochester).
I really hope that USAirways will make greater efforts to keep its customers apprised of any flight time changes in the future. No one likes being inconvenienced, but the average person is much more likely to react in an understanding manner when explanations are offered promptly and courteously. I have been a loyal USAirways customer/frequent flier for many years, but I rarely have felt respected and appreciated by your company. Therefore, I hope that you will offer me a gesture of your good faith, perhaps in the form of bonus frequent flier miles and/or a voucher for future travel on your airline.
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by BellaSera Posted Mon July 2, 2007 @ 10:49 AM
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I agree with everyone else. My husband and I flew U.S. Airways both to
and from Europe. In each case, there were delays, but the airline
staff was good at letting the passengers know what was going on and
why. I don't think it's too much to ask the staff do just that.
However, you were delayed by only 30 minutes, and your husband waited
over an hour for you. That's not much. Yes, it was an inconvenience,
but it is not an inconvenience that is worth you getting bonus
frequent flier miles and/or a voucher for future travel.
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by TwinkleToes Posted Mon July 2, 2007 @ 10:30 AM
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While I don't think it is too much to ask that an airline inform their
passengers of delays, I do think that your grab for mils or a voucher
is a bit much. Delays happen ALL the time. It is a part of flying.
And if you have "rarely felt respected and appreciated" why do you
continue to fly with them?
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by Firebrat Tracy Posted Mon July 2, 2007 @ 9:19 AM
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OMG - what a freakin' drama queen!!!!
CLEARLY you need to do some reading up on the recent headlines in the
media that detail the reports of people who were stranded on runways,
INSIDE THE PLANE for hours...yes, HOURS. NOT 30 minutes...HOURS.
Grow up and GET OVER YOURSELF!!!
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by Sava Posted Mon July 2, 2007 @ 9:06 AM
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What? You think they should have "IMMEDIATELY" informed passengers
that the flight was running late - when it was only 15 minutes behind?
That isn't all that much, especially considering that, by your own
admission, that flight is rarely on time anyway. Your husband waited
for an hour in Rochester? Again, not all that much. I can't tell you
how many times I've waited at an airport to pick someone up, and the
flight is listed on time, but it's not. It happens - and if you fly
often enough, you must know that, and your husband should as well.
Why would you get freebies for the plane being that little bit late?
I agree perhaps they should have updated their systems to show the
flight was delayed, but does that mean you get a free ride? Not even
close!
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by Peregrina Posted Sun July 1, 2007 @ 7:06 PM
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I agree with BillR. I was reading this letter, impressed as all get
out by the calm, understanding nature of it all...until the plea for
freebies hopped in. Killed my admiration dead in the water.
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by PaintedLady Posted Sun July 1, 2007 @ 7:04 PM
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I'm not sure I understand; you booked a flight that is delayed roughly
75% of the time hoping for the best, but want freebies because you are
upset it was delayed 30 minutes (it's not like the airline had any
control over the runway backup, take that up w/ the airport) and you
weren't apologized to?
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by Bill R Posted Sun July 1, 2007 @ 6:47 PM
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Beth C.,
I was right with you until the end when you started Jonsing for
freebies.
You got to your destination.
No harm. No foul.
BillR.
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