Flag US Airways Customer Service Review

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My day from hell at Reagan National Airport started with me finding that although my ticket said American Airlines, I was actually flying US Airways -- and had to walk to another gate. Then, my name wasn't in the computer, so I had to wait for 1/2 hour to get my ticket -- 2 people ahead of me. When I got to my gate, I found that the flight was delayed 2 1/2 hours; could have gotten something to eat before going through TSA.

Now, this is when the fun begins -- as we reached time for the flight, it was delayed again and again -- until 12 hours after the originally scheduled time (noon flight), it was cancelled. But, the US Airways employees forgot to tell the passengers -- when one asked, he was ridiculed because, as the employee said, "that was cancelled a long time ago -- that flight is ancient history." At that point, I had been in line for an hour to find out what was going on and, now that I found the flight was cancelled, just wanted my ticket cancelled and refunded.

What did this genius do? He told everyone to leave and go to Customer Services (which had no less than 250 people in line) and wait because he had to check-in some passengers. He refused to allow anyone who had waited in line to wait for the other flight to finish checking in. An hour later, his station was shut down and I still had two hours to wait before finally reaching the Customer Service desk at about 1:00 am. The Customer Services folks were good and told me where to (attempt to) get my luggage.

I went to Baggage Claim and found several hundred bags throughout the floor. I couldn't find mine, so I waited for another 1/2 hour to talk to a clerk -- she typed my info into the computer and gave me a printout of what I told her. I thought the slip was my receipt -- after another hour, another person asked for that and told me that they're using those printouts to look for the luggage. After another hour went by, I was told my luggage was not onboard the plane that I was supposed to be on -- keep in mind that there were only 30 passengers and few checked baggage.

So, at about 2:00am I left. This morning I logged into their check baggage site to see that my luggage WAS onboard that plane and transferred to another -- and sent to NYC even though their computer system shows that I cancelled my flight and asked for my luggage. As I type this, it has been sitting in the baggage area for four hours before taken to the baggage office, where it remains -- another four hours later. I can't get in touch with any human being at the airlines because the baggage claim phone is 100% computerized with NO human interaction.

I'll NEVER fly US Airways OR American Airlines again!!!


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