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

Re: US Airways Customer Service Sucks

Max — Fri, 21 Sep 2012 23:24:44 -0000

I gave up on US Airways years ago for much less then you all have experienced. I used to fly them regularly from RSW to IND via Charlotte. Every stinking time my flight from Fort Myers would be delayed which would cause me to run in Charlotte to catch my flight to Indianapolis...which ultimatly was also delayed... 2 hours...because the crew was arriving late on another flight. After this happened three times in one year I say NO MORE. I use AIRTRAN mostly but I will fly any other carrier but never again with US Airways.

Re: US Airways Customer Service Sucks

amiles — Mon, 25 Jun 2012 11:49:29 -0000

Customer service has not improved over the years.

I recently had to change a flight due to a problem with US Airways scheduling (they had only two agents working at SeaTac airport with 3 flights trying to board), and the lines were horrendously long and slow. Panicked people all around me kept checking their watches, one family decided to upgrade themselves to first class at the last minute just so they could stand in a shorter line, and people end up missing their flights right and left.
When I finally got to the counter I was told to call Reservations to reschedule my flight because the desk agents were too busy to reschedule me. THAT was a mistake. Reservations charged me $492 to change two tickets (mine and my fiance's). I've sent several emails trying to get a refund, and have even spoken with a customer service representative a few times, but the company won't issue a refund.

I wonder how the company can survive when they seem so oblivious to what it takes to build customer loyalty.

Re: US Airways Customer Service Sucks

Abel Mebratu — Mon, 04 Jun 2012 13:10:37 -0000

On my flight from DC to Chicago via connection in Charlotte, I witnessed several incidents of bad customer service. This happened yesterday June 3rd, 2012, so it's fair to say their customer service still sucks. It's strange that this airline is still in business. I will avoid US Airways as much as possible.

Re: US Airways Customer Service Sucks

Gruffdae — Tue, 03 Apr 2012 20:30:07 -0000

I would absolutely have to agree. Do not fly this airline if at all possible. I hope we enlightenedaboutthishitairline are not the only ones reading this page though.

Re: US Airways Customer Service Sucks

CMB — Fri, 10 Feb 2012 10:24:37 -0000

So sorry for your loss and I do hope that things started looking up for you after you posted.

Re: US Airways Customer Service Sucks

Kelly Van Ginkel — Mon, 06 Feb 2012 11:56:09 -0000

US Airways has listened...good 4 them!!!

Your story is from 2007 and in 2011 I can say that my #lostbaggage story with them was the total opposite of yours. It started out like a typical airlines mishap that fell through a black hole. But after tweeting to them I found that #UnitedAirlines had a team of people "listening" who followed-up and surpassed all expectations in delivering GREAT CUSTOMER SERVICE as well as delivering our #lostbaggage to our front door. Truly impressive effort and follow-through on their part!

This 2007 rant of yours has caught my attention. Could it be that your one post played a role in turning US Airways customer service around for the better? I'd like to see a follow-up conversation between you and their CEO and Social Media Manager.

Also, check out DJ Waldow's recent post about his H & R Block experience and their customer service. I think you guys are on to something...

Re: US Airways Customer Service Sucks

Clay — Mon, 26 Dec 2011 01:25:34 -0000

My name is Clay Jeppsen, I have yet to hear back from Rosa Perez, I am getting
extremely irritated at US Airways inability to resolve a customer situatiion.
Since October 9th, I have been trying to ger restitution for my camera that was
stolen by your staff on my flight from Phoenix to Puerto Rico. You said there
was not room in the overhead compartments and said you'd have to check my carry
on bag. You took it from us immediately a slapped a sticker on it. When we
arrived in Purto Rico our $900 camera was gone, not missing - STOLEN! You send
me a snail mail letter saying sorry, we're not responsible. It's like telling me
you'll need to hold my wallet for a few hours and then giving it back with no
money and then saying you're not responsible. NOT COOL! You ARE responsible -
you run a multi-billion dollar airline company.....GROW UP and OWN UP! I filled
out all the claim work, sent you the reciept now please resolve this the right
way. Own your integrity and don't hide behind your "We're not accountable"
losing attitude. Please give me real contact info for Rosa Perez, I'm tired of
sending in a fax ever other day to her with no response, a phone call or email
would be nice.

Clay Jeppsen
mleko@cox.net

Re: US Airways Customer Service Sucks

Japeters1 — Thu, 25 Aug 2011 00:17:27 -0000

US AIRWAYS MUST DIE.....is what i would say if that weren't the kind of thing that could get someone in trouble these days. Their customer service is so bad, that they literally don't have any! I mean seriously, you can't get transferred to a customer service agent! You might say "well, then how do you book a ticket by phone?" The answer is, you talk to a RESERVATIONS agent...not a customer service agent. (what a diabolically clever distinction).

The reservation agents (in india) can't (or won't) give you, transfer you to, or acknowledge the existence of a phone number for you to call to actually talk to a customer service agent. They say you have to send an email (which from this post, you can see is not going to help if you have only two days to fix your problem before your flight departure). US Airways has taken $534 from me, and I've received NOTHING in return so far. My departure flight? They left 10 minutes early...without me, causing me to incur a $256 additional charge to take Southwest (a truly excellent company; the best in the air as far as i'm concerned) to my destination.

My return flight? Oh...well, let's see: The "Manage My Account" page online shows that my Thursday August 26th, 2010 flight has been voided. (today is August 24th, 2011...I am supposed to be flying out in two days, Friday the 26th. So right away, something looks really bad here...). I call up a reservation agent, and she can't help me because my ticket has no value, and it was voided because I missed my departure flight and didn't call to explain why (even though I was sitting there working with the agents at the gate for 20 minutes after missing my original flight, and when i did call, i waited on hold for an hour before giving up). Why my reservation date online shows the wrong year is not something she can explain, nor did she care to try. "you need to email customer service" is all i get out of her.

I'm speechless. I'm the most tolerant and business-forgiving individual on the planet, having been a business owner and entrepreneur my whole life and seeing everything through the eyes of a company much more than through those of a consumer. But this experience is so appalling that I'm considering campaigning for the acquisition of US Airways by ANY other airline on the planet. I will not stop here...but if the FAA, the Senate committee that deals with large merger approvals, and any other airline is reading this: PLEASE CONSIDER/ALLOW/APPROVE THE ACQUISITION OF US AIR IMMEDIATELY, to rid the public of this nuisance-organization whose very framework seems clearly geared toward intentional customer dis-satisfaction.

Re: US Airways Customer Service Sucks

lojosol — Tue, 19 Jul 2011 20:51:44 -0000

actually, e-mail or written letter is the preferred form of communication for comments and complaints that you wish to convey to US Airways. they should have at least directed you to the e-mail address on USAirways.com or given you the direct mailing address.

Re: US Airways Customer Service Sucks

lojosol — Tue, 19 Jul 2011 18:10:34 -0000

Did you file a Complaint at the airport once you arrived in Charlotte? its amazing how few people do this (not saying that you didnt), and just going up to the ticket counter and asking for a supervisor will usually be the best method to gain a resolution in a type of situation like that. Flight Attendants acting like that should be reported, and the sooner the better.

Re: US Airways Customer Service Sucks

Bee — Tue, 05 Jul 2011 10:00:56 -0000

The problem is that Useless Air, and most other majors have union thugs masquerading as gate agents, customer service and brand ambassadors...

Re: US Airways Customer Service Sucks

I_knew_things_once — Mon, 04 Jul 2011 14:00:09 -0000

I am at the airport across from my us airways gate where I have been sitting for the last 16 hours. When I ran from my last flight to my connecting, they closed the doors in my face. The customer service reps said it was not their fault and would not offer to pay for a hotel ( since the next flight wasn't until the next day). Customer service saw that I was sweating and crying from running and didn't care that I did not have money for a hotel. The guy at the desk would not even look at me in the eyes when he told me that there was nothing He could do. I'm upset because us airways only allowed me 14 minutes to get to off one flight to the other as I did not know how big the airport was. Then they acted like they didn't care and as if I was crazy, not them. I'm done with us airways!

Re: US Airways Customer Service Sucks

Hueyown — Tue, 31 May 2011 09:03:27 -0000

I Agree with this man 100% They swrewed us on Friday 27,may,2011 in CLT,NC We were coming back from the Philippines. Phillip Ownbey,Asheville,NC

Re: US Airways Customer Service Sucks

Customerrelations — Fri, 22 Oct 2010 12:17:16 -0000

Hi,

My name is Shalon from the Orbitz Customer Relations Team in Chicago. I saw your post, and would like to see if I can assist. Can you please email to me your Orbitz record locator, and I will review and respond back to you. Our email address is customerrelations@orbitz.com. Please include your user name and the blog name you posted on. Also, put attention to Shalon in the subject line of the email.

I look forward to hearing back from you.

Sincerely,

Shalon
Orbitz Customer Relations
Chicago, IL

Re: US Airways Customer Service Sucks

Vehicle Warranties — Fri, 22 Oct 2010 09:18:49 -0000

I had a bad experience with Orbitz and US Airways, the worst airline ever in my book. I have credits I want to apply toward a reservation but Orbitz does not allow me to do that online (I found this out the hard way, after booking another flight). So in order to book a reservation I have to call Orbitz directly, which I did recently. I spent hours on the phone on hold because they kept transferring me to customer service (which ironically, was the number I had called) and no one ever came on the line.

Re: US Airways Customer Service Sucks

Hivalb — Sun, 15 Aug 2010 11:23:04 -0000

Eventually I got transferred to US Airways, who now wants to make a $300 profit from me. That is, they will only issue a ticket for the price of my original credit (confirmation code cjz4pk), which is quite high. Yet I see online I can get a ticket much cheaper. They will not give me any refund whatsoever either.

Now, after all this frustration, why would I want to use US Airways or Orbitz again?

Re: US Airways Customer Service Sucks

Djmorganrocks — Sun, 15 Aug 2010 05:14:56 -0000

Here is my story http://www.youtube.com/watc...

Re: US Airways Customer Service Sucks

Diana_bowker2003 — Wed, 21 Jul 2010 14:08:05 -0000

My son had a camera stolen out of his bag. US Airways won't do anything about it. You have to file forms is all I was told. The camera was his dad's who passed away in November, 2009. Now, what can he do. US Airways is the WORST!!!!!!!!!!!!!!!!!! Huntsville Airport doesn't even have a number to call them (US Airways). Think twice before booking with them.

Re: US Airways Customer Service Sucks

BB — Fri, 16 Jul 2010 17:43:30 -0000

My luggage was left behind in Madrid. When we arrived in SFO on 7/13/10, I was told by their employee at baggage claim that it has already made it to Philadelphia. She lied to me and our luggage was elsewhere in Europe. I was calm when I asked her and even said thank you. A simple straight forward answer would've been sufficient instead of flat out lying. We got my sister's backpack, which made a trip from Spain to Germany. That's how I found out she lied. My luggage, however, is still missing.

Re: US Airways Customer Service Sucks

David Isely — Mon, 21 Jun 2010 12:28:36 -0000

They lost my guitar when I checked it at the gate! WTF I will never cease to badmouth this airline.

Re: US Airways Customer Service Sucks

Bw8100 — Thu, 10 Jun 2010 09:09:07 -0000

I too had a horrible experience with a Flight Attendant on a flight out of Aruba to Charlotte. I had just been released from the hospital and was trying to get home when I explained to the angry, threatening elderly flight attendant that I was in pain and asked politely for a pillow or blanket to put behind my back to make me more comfortable. She told me they were only for First Class passengers and she couldn't bring one back to coach. I asked that given my unusual circumstances if she could make an exception. she said "How would you like it if I took away your blanket to give it it to someone else". I looked around her to see that there wasn't a single person in First Class using one. When I told her this, she started pointing her finger at me in a threatening gesture and threatened that if I said one more word she would have the plane go back to the gate and have me removed. I asked her why she was so angry and she immediately went to the phone and called the Captain. A minute or two later, another attendant came back to chastise me and asked me if I was going to cause any more trouble and treated me like a child. Moments later the Captain got on the intercom and embarassed me by saying that we had an unruly passenger and that they would not tolerate that type pf behavior and would remove any passenger that threatened the safety of others.

Did my asking for a pillow endanger others? I never raised my voice, used any threatening words or gestures or profanity. I just asked for a pillow and an explanation why she could help someone who was in discomfort. Then she wanted to sell me the blanked for $7. It was a money and power thing. I will never fly this airline again. What has this world come to.

Re: US Airways Customer Service Sucks

tachnyrus — Mon, 17 May 2010 16:40:42 -0000

The original story is 3 months out of date, but I'd like to post a video of our encounter with US Airways' (lack of) customer service. Our flight from Washington to Buffalo was cancelled due to them screwing up their crew scheduling - the crew did not arrive on their designated plane.

Enter US Airways' customer service lady of the year: http://www.youtube.com/watc....

Thanks to her outstanding service, we ended up driving through a district and three states overnight to reach Buffalo in the morning. Cheers US Airways.

Re: US Airways Customer Service Sucks

Melissa — Sun, 14 Feb 2010 14:48:07 -0000

I agree completely...US Air sucks big time. Gave our seats away as well...unfortuantely for us the next flight to the island we were trying to get to is 2 days away. Our luggage however, is happily on its way...breaking every FAA rule out there...5 pieces of unaccompanied luggage flying high above the carribean. Shame on you US Air...in this economy you should be going out of your way to make your customers (especially Gold Level) customers happy. This company WILL go under soon and when it does I certainly won't be crying. Good riddance.

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

JessicaSideways — 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.