Christopher S. Penn's Awaken Your Superhero - Latest Comments in US Airways Customer Service Sucks

Re: US Airways Customer Service Sucks

Mark Levison — Sat, 05 Dec 2009 14:23:30 -0000

Ouch - bummer. Which airline do you use now?

Re: US Airways Customer Service Sucks

Jessica Sideways — Thu, 15 Oct 2009 02:21:00 -0000

My experience with US Airways was nothing short of horrid. I have only flown them once but it was a flight from Denver to Tampa to see my then boyfriend (we were in a Long Distance Relationship). After everyone was boarded on the plane, we had to wait 2 long hours before takeoff simply because someone fuelled the plane incorrectly and they did not tell us this or communicate it properly prior to takeoff.

Re: US Airways Customer Service Sucks

nolafilm — Sat, 10 Oct 2009 11:08:09 -0000

hey Chris - I just met you at IMS09 a couple days ago - I was the guy who asked the question about Justin's ROI and your awesome calculation methods. I'm sitting here waiting to board a US Air flight back to New Orleans wishing I'd read your post before booking my flight. Like a few other airlines they now charge $25 for the privilege of storing my suitcase in their luggage department.

But they encourage you to check your bags online first so you can save $5 off this ridiculous fee. Sure it's only $5 but I figured I'd give it a shot. Guess what? It doesn't work - multiple attempts result in unexpected errors and then when you try to log back in with your confirmation number there's no way to get to that page again.

A call to customer service about this resulted in a 10+ min wait time, and ultimately me bailing on the attempt. At the check-in gate, I overheard a woman next to me explaining that she was unable to check her bags in online, just like me. She even wrote down the error code the screen gave her. Both our gate agents were unapologetically unsympathetic.

While the $5 is not that big of a deal, the way they set me up and then let me down is lame.

My one-way flight back to New Orleans on US Air will now be 4x the cost of my one-way flight up here via JetBlue. And this will be the last time I fly US Air.

Also, you should be happy to know you rank #2 for "US Air sucks" on Google.

Re: US Airways Customer Service Sucks

uoiuofpweurjif — Thu, 27 Aug 2009 20:21:08 -0000

This is not just endemic to US Air but virtually ALL American customer services. Gone are well-paid vested factory jobs. -Poorly paid, low benefit clerks without a stake are the new norm. Companies in a country that fails to regulate or tax (we have the lowest rates of any developed country) makes for savage capitalism on steroids -poorly monitored money hungry corporations whose only concern is cutting costs (i.e. customer service job training programs) and serving the share holder. Americans -apolotical and powerless can only blog the frustration.

Re: US Airways Customer Service Sucks

Name — Thu, 30 Jul 2009 10:25:55 -0000

I tried to get a refund for a cancelled flight from US Airways for 6 months. I faxed, called & mailed all the info many times with no response at all. When you call they tell you your request is not in the system and they can't help you on the phone. You must re-submit your claim via fax, email or mail. This went on for 6 months until I put in a dispute with my credit card. US Airways never did respond.

Re: US Airways Customer Service Sucks

Dave G — Wed, 22 Apr 2009 07:40:48 -0000

I booked a direct flight with US air from Baltimore to Phoenix two months before I was supposed to leave. I showed up on the morning of my flight only to find that the flight had been canceled due to mechanical reasons. Nobody’s fault there, I assume. I was offered a flight the next morning but needed to get there ASAP so US Air changed my 5 hour direct flight to a 15 hour byzantine roundelay of connections through four airports — but I made it!

The flight back was more complicated; they overbooked, I was involuntarily bumped. The US Air agent, Amy Bullard, Employee # S17482 was obnoxious and rude in just about every way possible. It was obvious that she did NOT care about my predicament. She offered me a flight the next morning which was no good; I had to be at work then. Southwest Airlines had a flight going out in a couple of hours — which I would have to buy at the gate — for $500! Amy Bullard refused to pay for it. All I got was a refund for my ticked ($183) which I could apply to my new $500 ticket. It was Easter Sunday, Amy refused to let me talk to a supervisor (she said she was the highest ranking supervisor there) and I had NO CHOICE but to accept the refund or wait until tomorrow.

When I arrived to Baltimore at 1:00am, my bag was in lockup and all of the US air employees were gone for the day. When I called the next morning, to had my bag delivered, I was told by customer service (in India) that all claims for bags had to be made in person and that I would have to drive back to the airport (1 hour each way). I did, and whatever frozen food I had in the bag went bad by then.

NOW HERE IS SOME ADVICE: I paid for a direct flight both ways and US Air did not provide those services. After speaking to an attorney/friend I was told the following:

1) I paid for a direct flight to and from baltimore and phoenix. US Air failed to fulfill their end of the deal by providing me a direct flight in either direction.

2) Although accommodations were provided, those accommodations were NOT reasonable.

I called my credit card company (AMEX) and asked them to reverse the charges based on the above. We’ll see how that works. I’m determined not to pay for crap service and rudeness!!! I have no idea if it is going to work, but its worth a shot.

Re: US Airways Customer Service Sucks

memphismom — Wed, 01 Apr 2009 17:37:43 -0000

Usually I try to book my travel with American Express and when the bill comes in I dispute the charge. Let your card company fight it out with them, that is why you pay the annual fee. I am going to dispute my "extra good seat charge" that I paid for on a US Air flight that I never took because US Air gave my seat away.

Re: US Airways Customer Service Sucks

Parvez Gondal — Tue, 31 Mar 2009 23:05:44 -0000

@I am a Platinum member on Us Airways. I was invited by US Airways to call them and pay around one thousand bucks to upgrade my status to Chairman?s Preferred Status. I did not care to upgrade but when I looked at the benefits that I dont have to pay for changing or re depositing fees for my dividend mile tickets, I decided to call. I spoke to Becky at Dividend miles and told her that I had two tickets using my fiend?s miles and then proceeded to give her the record locator number. I asked her to make sure that the information she is giving me is the correct one. She put me on hold for about three minutes and came back and assured me that I will not be charged and thus I agrred to pay 1000 US Dollars to upgrade. A week later, I called US airways to asked them to cancel one of my tickets and re deposit the miles. The agent told me that I have to pay 250 dollars to do so. I told her the entire story and then she put me on hold for about ten minutes and came back and told me that there is nothing she can do to help me and that I should call Dividend miles and talk to them. I then called and spoke to a guy Dan. He was a cold and rude son of a bitch. Not only he told me that he could not help me , he tried to imply that i did not understand Becky. He acted like as an a** and a jerk. This is precisely the reason as to why none of the US Carriers will EVER make any money. They have no idea of customer service. They act like robots with no compassion and show no responsibilty for their action. I fly onec a month around the world in First Class and I am sure that I will never fly US Airways no matter what happens. I dont understand this. I hope that our Government NEVER bails them out and le them go out of business. They keep on filing bankruptcy and hurt people but never learn that by being responsible and courteosu, they may get more passengers and may start making money. I fily Cathay Pacific and Singapore Airlines and I can assure you that no one at those airline will ever act like Becky and Dan at US Airways. It just does not happen. I hope to GOD that US Airways will go bankrupt for ever and disappear from US like Pan American and other carriers. They are grossly incompetent. No. of times flown on this Airlines: No Comment Class flown most frequently: First Class Brian Johnson:

Re: US Airways Customer Service Sucks

mike — Tue, 24 Mar 2009 10:00:23 -0000

no longer a valid number as of March 24 2009, while trying to get my refund. Any other numbers out there???

Re: US Airways Customer Service Sucks

EAS — Tue, 24 Mar 2009 02:58:52 -0000

US Airways ruined my honeymoon! I had a credit and was told I had one year to use it. Well, guess what-I go to use my credit and book my honeymoon flight and am told I can't use the credit because I must complete the trip within one year (not just book the flight winthin one year)! So, because of their sticky policy language I am being screwed out of an $800 credit! Because of these terrible economic times my husband and I are only going in the US and I would only be using a small portion of my credit. What really hurts too is that I was soooo looking forward to my honeymoon, not just because it is my honeymoon, but my husband and I have had a most difficult year. I am 30 and both of my parents died from long battles with cancer before I was able to have my wedding ceremony. I was my parents main caretaker. Everything in life has been so difficult and then this happens and it is another huge disappointment. I emailed US Airways with my problem because customer service was unable to help me. So, I'm waiting to see what US Airways will do to help me. Based on all these posts though it sounds like they don't care about their customers. If I get no help from US Airways in being able to use my credit, then I will never use US Airways again because their harsh policies are too unfair and actually take advantage of their customers by the use of sticky policy language!!!!

Re: US Airways Customer Service Sucks

Jonathan Kamens — Tue, 17 Mar 2009 13:39:07 -0000

Wow, lots of complaints about US Airways. No surprise there! You can read the details about mine on my blog. In a nutshell, my wife was too sick too fly (both for her and for the other passengers), and US Airways wanted to charge us $1,250, well over half the original cost of the trip, to change her and the kids' tickets to the next day. I talked them down to $500 after arguing with them all day, but that's $500 more than I should have had to pay. They're forcing people to fly while sick, and thereby endangering public health and public safety. It's a disgrace.

Re: US Airways Customer Service Sucks

Mile — Fri, 23 Jan 2009 20:04:25 -0000

I'm suiting in a US Airways terminal in Charlotte NC. They made me 40 minutes late to arrive hete for transfer. I could have made the flight if they saw fit to hpld the connector for us for 3 lousy minutes. Getting rebooked on a much later flight was handled with the most campus attitude. And surprisingly, surly is EXACTLY the word I've been using about these people since I left ok this trip last week. It's been a week since one of their jets landed in the Hudson River. You would think they would be trying REAL hard to KEEP customers!

I hope they end up in bankruptcy because lord knows they deserve it!

Re: US Airways Customer Service Sucks

Rocco Sierra — Fri, 09 Jan 2009 23:00:13 -0000

I also feel your pain. I had a f***ing nightmare with US Airways that involved me spending my X-Mas in the Philly Airport (the worst) where the people there are soo rude, completely insensitive and unprofessional (One person specifically...her name is MARIBEL she's a fattish, hispanic woman with little spectacles, she works in the A gates). I am currently trying to get a hotel refund after a weather delay caused me to miss my connecting flight. And they didn't give me a hotel voucher after I specifically requested one. All they could do was give me 10 dollars off a 115 dollar room. They are ridiculous. Mother F***ers.

Re: US Airways Customer Service Sucks

Jerdie — Sun, 04 Jan 2009 12:42:19 -0000

I had the SAME experience at Denver International Airport today! I was booked on a 6:45 flight from Denver to Boston (for a 9am meeting tomorrow morning). It snowed last night and the roads were bad driving to the airport, I arrived there at 5:45. The lines both inside and out were long, and by the time I got to the front of the outside check in line, it was 6:02 and I was told I was being bumped off my flight. The outside check in guy was a rude &%@hole. Once I got to the gate, the gate agent was also, rude, surly and totally unhelpful. Long story short, I am re-booked on a flight TOMORROW, God knows where my luggage is right now. I have NEVER EVER EVER experienced service like this? I can't believe with all the negitive posts I've seen about US Air that they're still in business

Re: US Airways Customer Service Sucks

GREG KUZMICKI — Fri, 02 Jan 2009 01:31:07 -0000

OUR FLIGHT FROM SF TO PHOENIX WAS LATE BY 4 HOURS SO WE MISSED CONNECTING FLIGHT TO CANCUN ON DEC 22, 08.
NEXT DAY WE WERE ON THE PLANE AND BEFORE TAKEOFF EVERYONE HAD TO DEPLANE, PROBLEM WITH AIR PESSURE. AFTER WAITING 4HRS.WE WERE TOLD EVERYTHING WAS FIXED, AGAIN ALL PASSENGERS WERE IN AND 45 MINUTES LATER IT WAS THE SAME STORY. AFTER BEING ON THE PLANE FOR 2HR WE WERE TOLD TO GET OUT AGAIN. AFTER WAITING AT THE GATE AREA THEY OFFERED EVERYONE $5 FOOD VOUCHERS. PLEASE BELIVE ME I SWEAR ON MY TWO YOUNG CHILDREN. AFTER 2 MORE HOURS THE FLIGHT WAS CANCELLED. BACK TO THE HOTEL AGAIN FOR 2ND NIGHT. TO ADD MORE INSULT THE BUS SHUTTLE DRIVER LOCKED HIS KEY INSIDE AND WE HAD TO WAIT FOR AAA TO OPEN THE VAN. NEXT 3RD. DAY WE LEFT FOR CANCUN 1HR. LATE ON A DIFFERENT US AIR PLANE. FLIGHT 315 FROM HELL. WE WERE THE LUCKY ONES WE HAD 10 DAYS AT A RESORT SO WE STILL HAD 7 GOOD DAYS, BUT THERE WERE FAMILIES WITH SMALL KIDS GOING FOR 5 DAYS SO IT WAS 3 DAYS IN PHONIX AND 1 DAY IN CANCUN, ONE DAY TO RETURN. WHEN WE GOT TO THE RESORT WE WERE TOLD THEY GAVE OUR ROOM TO SOMEONE ELSE AND IN THE TIME THEY WERE RESOLVING MY ISSUES I WAS APPROACHED BY A HOTEL REPRESENTATIVE WHO WAS TRYING TO HELP US BUT HE WAS A CLOSET KGB TYPE TIME SHARE AGENT.
THE RESORT NAME IS HOTEL MARINA EL CID IN RIVIERA MAYA, WE GOT IT THROUGH COSTCO TRAVEL, POOL WAS HUGE BUT ONLY 3 TO 4 FT DEEP.
BUT OVERALL IT WAS A NICE PLACE, BUT THERE ARE BETTER.

Re: US Airways Customer Service Sucks

CHASMAN — Tue, 23 Dec 2008 21:14:18 -0000

US Airways at it again...I finally gave up and got the Better Business Bureau involved. I encourage everyone else to do so. They have lost my one bag on 3 straight non-stop flights. No connectors or anything, could it be that hard? The first 2 times, they were actually okay about it and delivered the bag the next day. This time I wait over an hour (mind you, I am the first person in line) to even begin the process. So, the next day I call the airport (the suitcase is full of christmas presents for my family, so Im anxious). they tell me "we got it, gonna drop it off", so to make it even easier I make sure they have my phone number and I sit at my parent's house and wait for the phone all day (we are up to 2 mostly wasted days in my one week a year that my family is all together) since I want to have gifts for everyone, not to mention more that one pair of boxers for the week. No call, no bag. So, Im peeved and I call the 800 number we all know is worthless. A real sweet lady (SURE) named Rebecca informs me my case is "open" and thanks for flying US Airways. WHAT??? So, I stop her from hanging up and tell her that 1) they said my bag was located and would be there today and now the airport folks are no longer answering the phone and 2) I need a little more than "its open" to go on here. She says "Open means there is an open file obviously and thank you for flying US Airways". I ask what can be done, she says nothing. So, I blurt out that while I understand how they cant move 1 bag on a non-stop flight, I dont understand why they need to pretend they are going to deliver it when they wont. Response "OK, well, thanks for your call". I thanked her for making my $1,000 plus flight horrible and she said "You're welcome" and hung up. I get that I shouldnt have taken out my frustration on her and sarcastically thanked her, but couldnt these people act like they care? Do they not understand that everyone would be happier if they even pretended to care about the customers at least 1/10th as much as when their next smoking break or something is? US Airways is not only the worst airline, it is the worst single company I have ever done business with. They will not be getting another penny from me ever, thats about $6,000 a year at least...and all they had to do to keep it coming in was to be civil and honest. Continental and Delta have both been decent, and I will drive the extra 45 minutes to another airport that they have more flights out of in the future just to avoid Useless Airways.

Re: US Airways Customer Service Sucks

CW — Sat, 20 Dec 2008 12:38:46 -0000

They still suck! Yesterday my flight to Chicago with a layover in NYC got cancelled. Their plane had problems and couldn't take off on time, and by the time they got it fixed the snow moved in.

To make matters worse we had to stay in NYC last night, but before leaving LGA they rebooked our tickets. This morning when I get on the plane I have seat 26 and there are only 22 rows on the plane. The idiots changed equipment and didn't bother to tell me.

Now they tell me they can't get me to Chicago today, perhaps on Sunday but only if I go via Charlotte, NC.

All I can say is THEY SUCK and deserve to be out of business! They don't have a clue how to run an airlines.

Re: US Airways Customer Service Sucks

Pissed — Thu, 18 Dec 2008 23:30:23 -0000

I have a good one to add to this list of horror stories! I arrived at the airport agent desk exactly 29 mins before my flight and asked if they could print a replacement boarding pass for me since mine got destroyed by the weather outside and was unreadable by security. Since I was under the 30 min prior to flight "check-in" policy, they REFUSED to print me a first class boarding pass. I was already checked-in and just needed to get the boarding pass replaced so I could walk through security to get on the plane. I just spoke to 5 different customer service reps; 3 of the 5 claimed that she should have printed me a new boarding pass and 2 said that it was against policy to do so. Even her supervisor at the airport gave me no reason why she couldn't print me a boarding pass and said she was at fault. The kicker? They want $150 to change the flight now since I missed it and it was not due to "their issue". Hmmm. I think when I get to Phoenix a stop into the corporate office is in order!!!

Re: US Airways Customer Service Sucks

Joe Jennings — Wed, 03 Dec 2008 08:49:51 -0000

US Airways flight yesterday out of Saint Louis Lambert Airport. Flight from Saint Louis to Phoenix at 7:30 am. Flight heads down runway and just about to hit the air and the slam on the breaks. Engine failure need to go back to airport. Tell us it will be two hours then they cancel the flight. Put us on standby all day and keep bumping people back. At 5:45 PM they cancel a 7:00 PM flight and leave everyone stranded in Saint Louis trying to get to Phoenix. Would not put us on other airlines all day long. These folks could have cared less. This airline sucks.

Re: US Airways Customer Service Sucks

Davide — Tue, 02 Dec 2008 10:54:00 -0000

Extremely bad experience flying US Airways on 11/15/08. I was left out to stay overnight without my luggage and they wouldn’t cover ANY of my overnight expenses. Customer service was very unprofessional, I had to wait on the counter while they gentleman and the lady finished flirting with each other. I am NEVER flying US Airways again.

Re: US Airways Customer Service Sucks

yg — Mon, 17 Nov 2008 13:59:56 -0000

I'm assuming you used a credit card to book the flight. The credit card company should be able to give you a refund.

Re: US Airways Customer Service Sucks

Anonymous — Thu, 23 Oct 2008 12:26:52 -0000

I too used the phone number found in an earlier entry (480-693-2341) and it turned out to be the Executive Office at US Airways. A lady picked up the phone on the first ring and resolved my problem in less than 5 minutes. Thanks!

Re: US Airways Customer Service Sucks

ila — Sun, 28 Sep 2008 13:36:55 -0000

My brother lives up in New England and decided instead of vacationing in Maine this year,he would come down south to Myrtle Beach, S.C . Let me just say to the blog owner, I FEEL YOUR PAIN~ about US airways!!!!! the flight down went fine but going back, US airways TRIED to leave my brother & three women stranded in Florence S.C. One woman was trying to get to her brother's funeral in LA. Her brother died in iraq ( I think ) because I saw the dog tags around her neck :( Anyways! there was NO supervisor and just one young girl working the desk. I called the customer service number and it sounded like the guy was in India because he could barely speak english and he kept telling me it was SUNDAY! when it was Saturday, Sept. 27th,2008. After screaming & going crazy, I finally got the half ass US airways to drive these poor souls down to the Myrtle beach airport and get them home, NO MATTER WHAT!

Please avoid US airways and to our govt. I say > STOP BAILING OUT these big businesses that ruin people's lives like this! I am tired of my tax dollars paying for corps. that do business like this! it's freaking illegal to steal from consumers like this-

Re: US Airways Customer Service Sucks

Caroline Kelner — Fri, 05 Sep 2008 19:05:32 -0000

US AIRWAYS STINKS!!!
US Airways refused my daughter passage because she didn't have the specific identification the gate attendent demanded. My daughter had the required identification specified on current USA Government websites. My daughter was stranded in an airport and her checked luggage flew on without her!... (by the way a FAA & TSA violation). US Airways customer service for despute resolution and reimbusement is non-existent. I continued to get the same repeated email messages from them. When I requested the name and contact number of a supervisor, I received a message stating my case was closed. I am having to take US Airways to court. My suggestion to all air travelers; AVOID FLYING ON US AIRWAYS AT ALL COSTS!!!

Re: US Airways Customer Service Sucks

Zeke — Thu, 21 Aug 2008 18:51:31 -0000

I'm pretty much forced to fly with US Airways (formerly America West - aka America's Worst). The best thing to do is to send at least 2 pretty harsh emails about the way you've been treated to customer relations. They always ignore my first email, but the second one they typically respond and I get an E-Voucher. The vouchers are a joke of their own. To use them, you have to call them, and pay a slightly higher ticker price than the website, and pay an extra $25-50 for booking fees. How great is that? I'm pretty sick of this airline and i've been putting up with them for about 6 years (lack of airlines out of Tucson). But now I'm starting to fly Southwest which is a lot better. Actually, I would suggest that you call your credit card company and get the refund that way.