US Airways

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My wife had travelled to New York City for a business meeting two days before we were to fly with our two children to Zurich for a family vacation. Before making her return flight she got a phone call that her terminally ill brother in Bethlehem, PA was not expected to make it through the night (after an 8 month battle with brain cancer). She caught a bus to Bethlehem to be with him, but did not make it in time, she spent the next day making arrangements.

We planned for her to be driven to Philadelphia to meet us after our first leg of the trip (through Philly) - so I USAirways called to be sure that I would be able to get her bag on the flight without having to pay for a second bag. I was incorrectly told that the second bag was free because of the overseas flight, and that it would not be a problem. The person then informed me that I would have to pay a fee of $250 to change her flight - to which I replied, she isn't changing her flight, she is going to meet us in Philadelphia. He informed me also that because he was going to have to cancel and reissue the ticket, that we would have to pay that day's rate for the new ticket. So, in order for my wife to not fly from PHF to PHL, and then get on the same flight, at the same time, in the same seat she already had a ticket for cost us $486. When I complained that it was an absurd way of doing business, the person I was speaking to said "Sir, I am sorry you do not understand the policy under which you purchased the ticket, but if you do not pay the additional money, your wife will not be joining you on your flight to Zurich". To add insult to insult - when I showed up to check her bag with mine, I was informed that I would have to pay $100 for her bag as well. To add insult to injury, they resold her seat on the PHF to PHL leg (the flight was sold out)

I was told that if I sent the obituary information showing my wife's name as a survivor, we might get the $250 back (but not the remainder of the fees). In trying resolve this I spent 20 minutes on hold (never answered the phone, sent e-mail messages and I have filled out online forms, to no avail. I have not heard back from them, so I thought this might be a good place to post to let everyone know just how ridiculous it has gotten. This is not a service oriented business.

Anonymous 4/29/13 11:04AM

I have a different experience. I forgot my laptop on a flight and didn't realize that until hours later. At 2am I called and immediately got a real person. Within minutes, she had located my laptop and got folks to put it in a safe. The next morning, I called US airways again and they connected me with the office that had the computer. We retrieved it this afternoon. Every person I spoke with was fantastic, helpful, smart on the issue and their process. I couldn't ask for a better response.

Anonymous 3/30/13 12:44PM

I've noticed something: the attitudes of the flight attendants over all is nasty. What kind of power trip are these people on and why? The males are so much kinder and helpful than the females.
I was sitting next to the emergency exit on a flight from BWI to Vegas, reading something when I was accosted by this stewardess if I would be able to open the door and help others... First I didn't hear what she was saying. Secondly, I said respectfully, push it open myself ? I'm not sure.
I said this because I have Lupus and MS and can't always do what I used to. She about bit my head off, raised her voice that I should never have sat there! Everyone turned and watched.
These people are little more than sodas machines with wheels. PLEASE SOMEONE REMIND THESE STEWARDESSES THAT THIS IS A SERVICE INDUSTRY.
OH AND LET ME TELL YOU, THEY'VE EARNED THE REPUTATION THEY HAVE- THERE IS THE ONE STILL WORKING OUT OF PHILLY THAT GOOGLED MY HUSBAND'NAME AND THE AFFAIR BEGAN!! I GUESS IT IS A SERVICE INDUSTRY AFTER ALL.

Red flag 3/24/13 10:46AM

I was to be on a flight from Philadelphia, PA to Williamsport, PA on Tuesday, March 19, 2013. My seat was in zone 4 on the plane. Zone 4 was never called and there were no seats left. What a bunch of CRAP. I had this ticket for almost 3 months. I don't think the airline has a clue on what they're doing. I got a credit towards another flight... BIG DEAL. I don't know if I will be using US Air again. So I had to sit in Philadelphia airport for almost 9 hours.

Anonymous 3/23/13 2:14PM

My girlfriend and I traveled on your airlines to Cabo San Lucas, Mx last april 23rd 2012, from reno ,nv. On the return flight#339 monday april 30, 2012 the flight was canceled at the last minute. Cynthia Malone and I Michael Jennings along with the other passengers spent the night in the airport waiting area the concessions closed. Early that morning we flew out to a different stop over, due to the fact customs were opened at that hour at that location. We were put up in a hotel for a few hours then shuttled back to the airport arriving back in Reno, Nv. at a later date. We are planning a return visit and felt you would consider a reparation for the delay and distress.hank you.

Anonymous 3/17/13 3:25PM

Unbelievable!!! I purchased a roundtrip ticket DIRECTLY on Usairways.com in January for a February flight for $830. Since it is March, I am already at my destination and was planning to return on April 9th. Today, I received an email stating that it had been changed. I find out that another airline (Avianca, which is another airline, however something which I had no control over when buying the ticket) has cancelled that leg of my flight. So USAirways tells me that they will have to refund me an UNDISCLOSED amount and I will have to get my own ticket - ONE WAY - on my own. How is this fair?!?! I explain that a one way ticket can cost just as much as round trip ticket ($830 at this time). So right now I am left in the cold buying another ticket for just as much as the original ticket. REAL PROFESSIONAL USAIRWAYS. What are my rights as a customer?????

Edgar 3/9/13 1:59PM

They should go under -- they are the worst in terms of customer service. You cannot even get a live person to talk to about a refund.

Anonymous 3/1/13 5:53AM

I waited less than 3 minutes to talk to a rep who answered my question about prohibited items. Her answer was clear, concise and courteous. A very satisfactory experience.

Psyber 1/16/13 4:17PM

First let me say that I travel every month for my work and use several different carriers when doing so and I am a very seasoned traveler..
US Airways not only lost all of my baggage for a full 3 days but then had me chasing said baggage down on the phone while I tried to stay close to my ailing fathers bedside in hospital.
I flew over 20 hours to make it to the hospital and when I received my baggage at 5.30 in the morning on day 3 it had been ransacked.Both bags...I spoke with over 6 "phone assistants"and was told a "Baggage Specialist"would sort it out..3 additional days later after over 9 calls when not in hospital I received a call and the "Specialist"told me to go back online and fill out a form THAT COULD NOT BE EMAILED BUT ONLY FAXED"and to write his name on top and that he would be in touch"I Never heard from him again",I then received a call from Cathy Hayashi at the "Resolution Center" who seemed more concerned in asking me about my family"as in the specifics of my wifes career" and the status of my career as in "Am I whom I claim to be?"she also was quite insulting by implying that although I am a pro. artist who has worked in well over 60 countries and counting that I might have been of"Less stature"thus not significant enough to warrant being compensated for the STOLEN PROPERTY..She insulted me and my wife and I asked her what that"My wifes job status" had to do with someone stealing things from my baggage while in US Airways care while it sat in NEWARK airport 3 days?
She never addressed my concerns fully and the air lines replaced far less than even half of the properties worth..I STILL DO NOT KNOW WHEN THE FUNDS WILL BE RELEASED TO MY ACCOUNT"As soon as I took issue with how she spoke to me,insulted my family and refused to give me specifics on how the funds would be transferred she refused to answer my calls and contacted me only thru email..The work of tracking down these people as well as sending the info,re calling,waiting for days to hear back as well as being put on the defensive after having ones property ransacked is just a sheer nightmare.Of course one might take out additional insurance but one should also feel safe checking in ones baggage at a known airline after paying for a ticket/tickets to fly with them thus giving them our money,time and belongings for safe care...It was one of the worst experiences I have had with any Airline in over 20 years of flying..Be warned and insure EVERYTHING IF YOU FLY WITH THIS AIRLINE"

Delay Kaye 1/16/13 7:25AM

My goodness you get a lot of grumpy people. I was fine with everthing. I just want to know who to contact about a wheel that came off my luggage. Do yo have somebody you like to suggest?

Holly Shaver

Anonymous 12/31/12 1:01PM