Comments on: US Airways Customer Service Sucks

By: Melissa

Melissa — Sun, 14 Feb 2010 16:48:07 +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.

By: Mark Levison

Mark Levison — Sat, 05 Dec 2009 16:23:30 +0000

Ouch – bummer. Which airline do you use now?

By: Mark Levison

Mark Levison — Sat, 05 Dec 2009 16:23:30 +0000

Ouch – bummer. Which airline do you use now?

By: Jessica Sideways

Jessica Sideways — Thu, 15 Oct 2009 04:21:00 +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.

By: Jessica Sideways

Jessica Sideways — Thu, 15 Oct 2009 04:21:00 +0000

By: nolafilm

nolafilm — Sat, 10 Oct 2009 13:08:09 +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.

By: nolafilm

nolafilm — Sat, 10 Oct 2009 13:08:09 +0000

By: uoiuofpweurjif

uoiuofpweurjif — Thu, 27 Aug 2009 22:21:08 +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.

By: uoiuofpweurjif

uoiuofpweurjif — Thu, 27 Aug 2009 22:21:08 +0000

By: Name

Name — Thu, 30 Jul 2009 12:25:55 +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.

By: Name

Name — Thu, 30 Jul 2009 12:25:55 +0000

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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.

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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. Nobodyâ€™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 â€” 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 â€” which I would have to buy at the gate â€” 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. Weâ€™ll see how that works. Iâ€™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.

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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. Nobodyâ€™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 â€” 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 â€” which I would have to buy at the gate â€” 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. Weâ€™ll see how that works. Iâ€™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.

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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. Nobodyâ€™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 â€” 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 â€” which I would have to buy at the gate â€” 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. Weâ€™ll see how that works. Iâ€™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.

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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. Nobodyâ€™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 â€” 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 â€” which I would have to buy at the gate â€” 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. Weâ€™ll see how that works. Iâ€™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.

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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. Nobodyâ€™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 â€” 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 â€” which I would have to buy at the gate â€” 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. Weâ€™ll see how that works. Iâ€™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.

By: Dave G

Dave G — Wed, 22 Apr 2009 09:40:48 +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. Nobodyâ€™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 â€” 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 â€” which I would have to buy at the gate â€” 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. Weâ€™ll see how that works. Iâ€™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.

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +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.

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +0000

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +0000

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +0000

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +0000

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +0000

By: memphismom

memphismom — Wed, 01 Apr 2009 19:37:43 +0000

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +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:

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +0000

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +0000

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +0000

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +0000

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +0000

By: Parvez Gondal

Parvez Gondal — Wed, 01 Apr 2009 01:05:44 +0000

By: mike