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U.S. Airways US Airways When is a Refund not a Refund? national Nationwide
We believe we are entitled to what we were promised -- a refund of roughly $460. That amount does not even begin to compensate us for the additional amount of aggravation and time we have had to put into pursuing this complaint with US Airways at what is (as you might imagine) a busy time in our lives. At minimum, we should not be out of pocket for the money it took us to get home Sunday night, and we believe we are due flight vouchers to compensate for the fact that US Airways did not make good on its promise to us -- either to get us from Quebec City to DC or to provide us the promised refund.
- On May 1st we spent $931.18 USD in order to fly back and forth to Canada.
We were scheduled to fly US Airways Flight 3786 to Toronto from DCA Gate 35A at 9pm on June 28th. Past 9pm, our flight was listed as "on time" at the US Airways gate despite the fact that we had not yet even been instructed to go downstairs, let alone board the bus to take us to the plane to board. Needless to say, the understaffed gate agents had a huge, slowly moving line of people to deal with, and we could not get any accurate information with which to keep our friend who was picking us up in Toronto informed.Thankfully, we did get to Toronto that night (late), and decided to consider ourselves lucky and forget about it. Until...- On Sunday, July 7th we were set to fly from Quebec City to Washington, DC, connecting through Philadelphia. When we landed at Philadelphia, the flight was listed as on time in the main terminal; by the time we got through Customs and made our way through Security again (which was deeply unpleasant because, as noted, I am pregnant and did not want to be exposed to needless radiation and so was required to undergo a full pat down), the nearest monitor had no information on the flight.
- My husband I went through security and saw the US Airways gate sign saying the flight was on time as my husband was receiving emails that the flight was delayed--then cancelled. He went up to the gate to ask what was going on; the gate agents refused to convey any information other than to instruct us to go across the terminal to F32. They would not even provide directions to F32; we had to get those from airport security.
- At F32, there were 3 or 4 overwhelmed US Airways staffers for well more than 50 people whose flight had just been cancelled. We called the 1-800 # while waiting on line. At that time, we were told quite clearly that either we could be rebooked to a flight that was likely to be cancelled (it was an 8:30 p.m. flight that was already delayed until 11:30) or wait on line to arrange a flight for the next day. Alternatively, we could get a "full refund" if we could figure out a way to get home on our own.
- We then took a $35 cab from the airport to the train station and paid $148 for two one-way tickets to DC Union Station, requiring a $17 cab ride to get home.
- I was then shocked to see a refund of only $90 on my credit card. US Airways had not flown me back from Quebec City to Washington DC, a flight for which my husband and I had paid at least half of the $931.18 USD. Of course, as you well know, one could never purchase a one-way ticket from Philadelphia to DC for $45; such tickets cost over $300 each per your webpage.
- When we called the 1-800 number we were provided with the cancellation info, we were forced to spend roughly an hour on the phone (first with one representative and then her supervisor) before being told that we _could_ receive additional compensation, but they could not provide it, and we would have to use the US Airways webpage. Given that, that conversation was a complete waste of time, and if your representatives are not able to provide full support on the phone, they should tell customers that at the outset of any call.
US Airways by email then refused to make the situation right, or justify in any way the tiny amount of refund we received, other than to say that it was the value of the "unflown segment." But on page 16 of US Airways' Contract of Carriage, you provide that "[i]f a portion of the ticket has been used, the refund will be: – The amount equal to the lowest applicable one-way fare (50% of published round-trip fares) from the airport of interruption to the destination, based on the fare type used." This Contract of Carriage is available at: http://www.usairways.com/pv_obj_cache/pv_obj_id_BA78440826CB19F26B9112FC16A94847F3F31000/filename/US_contract_of_carriage.pdf. Coach, non-refundable tickets between PHL (airport of interruption) and DCA (destination) are all north of $300, which means that by the terms of your own contract, we were entitled to over $150 per ticket, not the $45 we received. I would appreciate an explanation of why we did not receive that amount and a specific justification for the $46 each that we did receive.As far as I am concerned, US Airways is in breach of a contract it made with me on July 7 when I agreed to cancel my return flight in consideration for a refund of the ticket price.