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  • Report:  #1157024

Complaint Review: US Airways

US Airways Totally unacceptable Customer Service Nationwide

  • Reported By:
    C.L. Sparks — Cincinnati Ohio
  • Submitted:
    Tue, June 24, 2014
  • Updated:
    Tue, June 24, 2014

 

Please read the emails sent to US Airways in regard to a $48.00 hotel stay I’m asking for reimbursement for.  Caused by their plane having repair problems and me not making it to my destination.  Also it was less than a 24 notice which the hotel requires for a cancellation.  I am totally frustrated with US Airways and find their customer relations subpar.

Thank you,

Cathy S

 

US Airway Customer Service Dept.,

 I find your reply to this matter totally unacceptable. I will have to take this matter to the BBB and report your company and the lack of and confusing customer service that you have provided.

I understand that you are trying to keep a customer, but on the other hand my daughter paid $414.00 for the ticket and on top of that I had to shell out another $96.14 of unnecessary expenses. This was due to NOT ONE FLIGHT BEING DELAYED AND causing me to miss my connecting flight BUT TWO FLIGHTS.  Both delays were caused by US AIRWAYS. Not weather, not me,  but completely US AIRWAYS.

I was told at the departing gate counter by your employees,” that I would be reimbursed for the Hotel that I had reservations for that evening”  All I had to do was email the receipt for the hotel  to refunds @ US Airways. I DID NOT STAY IN the Hotel I had reservations for on the 24th of May. This was caused when  in Cincinnati that  24th of May, Flight #2896 was delayed causing me to miss my connecting flight in Charlotte and I had to come back the next day to take flight #2898. This was because, I was told By the same employees of US Airways, “there were no other flights to Charlotte leaving for the rest of that day.”

So are you now telling me that your employees are lying and telling customers false information?  This just makes me NOT want to fly with your airlines even more.  So I will never use your $75.00 E-TUV.

I really gave US Airways the benefit of the doubt and figured that they might not pay for the other reimbursements I asked for but at the very least pay for the Hotel room I paid for and  I DIDN’T STAY IN.

I would like to pose a question to you; If you made reservations at a hotel for a date that your flight was to arrive, and  your flight was cancelled (no fault of the weather or you personally) and it was less than 24hrs and were unable to cancel, wouldn’t you want to hold the airline responsible for reimbursing you?  I really think that you would. I also think US Airways should understand the customers point of view and be reasonable.

I really hope that when American Airline’s take over your company completely  the customer  service gets tremendously better.

 Totally frustrated,

 CL S

 

SENT: June 20th 2014

 

Good Morning,

I’m writing you to express my major disappointment with US Airways flights, and the customer relations that ensued after I had two of my flights delayed causing me to miss connecting flights. This was a mother’s day gift from my daughter and her husband, so that I could see my other daughter who had a baby the day before. My daughter emailed you about this because she felt bad about the gift she had given me turned out so terrible.  But US Airways wouldn’t even speak to her and told her that I had to write them.

I am so unimpressed with US Airways customer service, And this is why…..

On May 24th I had reservations to depart CVG at 5:52pm flight # 2896. After we boarded the plane we were informed there were plane issues which had to be repaired before we could take off.  This delayed the plane departure so that my connecting Flight #4529 departing Charlotte NC at 8:36 pm to Gulfport MS would be missed and there were no other flights going out of Charlotte NC that evening to Gulfport MS (my final Destination).  I was told the only thing they could do is to get me on the Flight tomorrow, that there were no other carriers flying out of CVG with connecting flights to Gulfport for the rest of the day. Much to my dismay this caused me to call someone to pick me back up from CVG airport and bring me back the next morning at 5:00 AM to catch Flight # 2898. This is  57.2  mile round trip  from my home to the airport, and to top it all off, I had a hotel booked for that evening and since it was less than a 24hr notice I had to pay for a hotel that I didn’t even stay in. US Airways personnel offed me a travel voucher and told me I could submit my hotel receipt to be reimbursed. US Airways did move back my return flight from the 31st to June 1st at no charge. This is the least they could have done since I already was a day late arriving to my destination.

You would think that this would be the end of my travel problems with US Airways but it wasn’t.  On June 1st I arrived at the Gulfport airport to catch my flight #4570 to Charlotte at 6:00 am, only to board the plane  once again be told that there are problems with the plane, and our flight will be delayed another hour to hour and forty five minutes . We had to deplane and stand at the desk and wait to make other arrangements because AGAIN I would be missing my connecting flight to Cincinnati. .  The desk at the gate’s computer went down and they again were not able to get me on another carrier’s flight. There was a Delta Flight leaving Gulfport to Atlanta with a connecting flight to Cincinnati with a few seats left .  Due to the computers being “down” I wasn’t able to get on the flight. I had a family function to attend that day at 2pm that is why I booked the early flight out of Gulfport.  Well I was rerouted on the next Flight to Charlotte arriving there @ 10:30 am, which we did.  However I did not get on the flight that they booked me on standby .  The flight I was booked on was FLT# 4564 arriving in Cincinnati at 1:03.  This Flight was OVERBOOKED and (which they were well aware of at the time of the booking they were just patronizing me ) there were  no  extra seats. SO AGAIN I missed another flight and had to wait in Charlotte’s Airport from 10:30am until 4:00pm… 5 ½ hours!! Not to mention missing the function that I was expected to be at.  No one ever offered me a food voucher or any type, or any type of reimbursement or travel voucher for the inconvenience this caused me.

Attached you will find receipts for items I wish to be reimbursed for .  US Airways desperately needs to take a refresher course on Customer relations.  I will never recommend anyone to fly with US Airways and I will do everything in my power not to fly with US Airways again.

I’m asking for the following reimbursements, which are attached in this email:

 

HOTEL STAY                                                        $  48.00

FOOD AT GULFORT                                         $    6.93

FOOD AT CHARLOTTE                                     $    9.18

MILEAGE FOR EXTRA TRIP TO CVG           $  32.02

TOTAL REIBURSEMENT REQUESTED         $ 96.14

 Please send the reimbursement check to:

CL S

(((REDACTED)))

 

From: Customer Relations [mailto:customer.relations@usairways.com]
Sent: Monday, June 23, 2014 5:52 PM
To: Cathy S
Subject: US Airways Customer Relations - US-14SPARKS-G73J05 - T2W

 

                                                                     
              
                             
       

Dear Mrs. S:

     

Thank       you for writing to US. I'm sorry your flight to Charlotte was delayed and       you missed your connecting flight.
     
      It is relatively easy to provide good customer service when an operation       is running smoothly. We know the test of quality service occurs when we       are faced with flight irregularities and problems such as you       experienced. We are truly sorry for the delay of Flight 2765 and the       inconvenience it caused. Your frustration with our failure to operate       this flight as scheduled is understandable. It is not our intent to       create difficulties for our customers and we make every effort to avoid       flight interruptions.
     
      Although I understand your travel experience wasn’t what you were       expecting, I cannot offer the hotel, meals or ground transportation you       are requesting. However, to reiterate my apology for the delay I've       issued one $75 Electronic Travel with US Voucher (E-TUV).
     
      Your E-TUV is valid toward the purchase of travel on US Airways. You       can’t book with the E-TUV online, and you must redeem it within one year       from the date of this correspondence. When you’re ready to book, please       call Reservations at 800-428-4322 and provide the E-TUV code listed       below. You will not be charged the customary ticketing fee. In addition,       please take a moment to read the terms and conditions listed below to       receive the full benefit of this compensation.
     
      The E-TUV code is:
      Cathy Sparks EZVVH6 $75.00
     
      Mrs. Sparks, we truly appreciate the time you took to share your thoughts       with us. We learn from our customers where we need to make changes to       improve our service. Your input is valuable. It is always our pleasure to       have an opportunity to serve you and hope you will look to US Airways for       your future travel needs.
     
      Sincerely,
     
     
      Cheryl Vine
      Representative Customer Relations
      US Airways Corporate Office
     
      Case: US-14SPARKS-G73J05-T2W
     
      ELECTRONIC TRAVEL WITH US VOUCHER
     
      How to Use
     
      1. May not be transferred, sold, or distributed through wholesale travel       agents.
      2. May be used toward the price of one ticket/one fare on US Airways, US       Airways Shuttle, and
      US Airways Express, as well as their codeshare partners. If the price of       the ticket is greater
      than the value of the voucher, you simply pay the difference. If the       discount exceeds the price
      of the ticket, no residual value will be given. Travel is eligible for       Dividend Miles credit.
      3. Travel must be via the most direct routing available.
      4. Travel dates must be determined prior to ticketing.
      5. Call US Airways Reservations if you have any questions about the use       of this voucher and/or
      to make your reservations. Inform them you will be using this Electronic       Transportation
      Voucher.
      6. Once a confirmed reservation is booked, you will be required to pay       the current fare and
      forfeit the voucher.
      7. Redeem this voucher by calling US Airways reservations at 800-428-4322       or at any
      US Airways ticketing location.
     
      Not Allowed
      1. No stopovers permitted.
      2. Cannot be combined with any other voucher or any other document.
      3. Not applicable toward service or penalty charges including excess baggage       fees or pet fees.
      4. Not applicable toward the reissue of a previously issued ticket.
      5. Prepaid Ticket Service (PTA) not permitted.
      6. Not applicable towards a US Airways Vacations package.
     
      Additional Information
      1. The voucher and subsequent tickets issued against an E-TUV are       non-refundable and have no
      cash value.
      2. Not replaceable if lost, stolen, or destroyed.
      3. May not be used on the Internet.
      4. Changes are subject to ticketing rules. All terms and conditions must       be met. A change fee
      may apply.
      5. All applicable taxes, surcharges, and fees are the responsibility of       the user and must be paid at
      the time of ticket issuance.
      6. Voucher must be redeemed within one year from date of issue.
      7. Terms and conditions of this voucher are subject to change without       notice.

     		  
   
   

        

   

    

 

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