Comments on: US Airways customer service director: À la carte fees are the only way forward

By: Mary Jo Self Brackett

Mary Jo Self Brackett — Mon, 16 Nov 2009 17:39:40 +0000

Sir: If it were not for the care your wonderful employees gave me on 11/11/09, I would not have gotten to my connecting plane in Charlotte from Tri-Cities. I had such good attention at both airports, from the desk clerks to the cart driver. I especially commend the clerk in Tri-cities from 10am to 1pm at gate 4 attempting to board flight #4170. We think his name was Shawn Patton and he helped me very much. My flight up was a breeze, but the return flight was a challenge and the young man was a godsend. Thank you for making an old lady’s travel possible. Will fly Us Air again. MJB

By: Theodorus J.Brans

Theodorus J.Brans — Tue, 26 May 2009 17:20:03 +0000

My wife passed away December 3rd 2008,as a result she could not make the flight.
I was instructed to send you a death certificate,which I did.
The certificate was sent back to me by Ms. Sandy Williams -Ducument Control with a letter which was dated January the 21st 2009.
The letter said that the credit will show on the next 1 or 2 cycles.
So far I have not received anything or seen on my statement.
Could you please look into this,and email me with an answer.
Thank you.

RE: Ticket No: 0372323937029

Look forward to hearing from you.

Theodorus J. Brans

By: Sacha

Sacha — Fri, 15 May 2009 00:45:20 +0000

I flew to london all the way from toronto last week saturday completely excited because I was going to get my first taste of europe. I had planned to meet up with a friend i knew lived there and we were leavin the following day for mrbella spain for two days, then barrcelona spain for two days, paris for another two, then london and back home. Everything changed when i got off my flight that saturday to learn my bags could not be located…they had no clue if it did not make the connecting flight or even left toronto at all…Since they only have one flight to london everyday and I was leaving the following day I gave them the adress to the hotel i would be staying at in marbella for them to send it there…i figured they have three days to do this so I was not too worried…extremely annoyed and frustrated…but i figured i cud survive a few days until they delivered them…they also told me i had 25 US dollars to spend on their behalf if i needed anything which i found extremely insulting cause really and truly wat is that really going to get me….so my first day in london i tried to stay positive…my friend managed to find something i could wear so i could explore london without feeling like a total bum…then it was off to marbella in the same clothes i flew to london in…come to find out they had not sent my bags there and to make matters worse when i called them to check on the status they told me they had no new news to tell me about my bags whereabouts….i cried of frustration for about minutes and decided wed spend some time shopping to get some stuff for me…little did i kno marbella has absolutely nothing I would wear except for a bathing suit plus nothing within my or Us airways budget…so i spent my two days in marbella reluctantly at the beach…my next stop was barcelona (same clothes i wore to london and marbella) but i was staying at a hostel…where things go missing all the time…knowing how irresponsible and incompetent us airways is I figured Id give them more time and have them send my bags to the place i was stayin in paris since my friend said barcelona shopping was decent…i didnt trust at all them dropping my stuff at a hostel and didnt trust theyd even have my bags by then so i stuck to thqt plan…I got into paris today and guess what…NO BAGS STILL!!!!!!! Im beyond pissed…honestly they have ruined my entire experience here…I call them and they told me they had brought it to paris the day before id arrived but i was not there so they sent it back to london and that i cud pick it up there….hahahaha…i think thats total bull…they probably did not come at all…I gave them all the dates of where I was going to be and when, so they were aware of the day id be arriving in paris…so now instead of spending the short day i have here tommorrow exploring the city…i have to go shopping for an outfit to wear to a club and something different to wear on the plane for once…I am 22 , i dont have money coming out my rear…i dont even enjoy shopping all that much…between shopping and the cost to call them to check up on my bags every other hour is getting ridiculous…and my trip is not over yet…I want to be refunded for my trip…no voucher since i will NEVER fly with them again…EVER…stress the capitals…i was wondering if that was possible and if i could sue them…cause honestly ive never felt so helpless and i could only imagine how many others have suffered at their incompetent hands….this is the most unproffessional business i have ever seen by a long shot…please someone help…i feel like if i just let it go that ill be letting them get away with the hell ive been put through this week and i refuse to go without a fight…im in awe at the fact that ive been without my stuff for a week now and that im basically getting it back when im headed home…and they feel no way about the inconveniences they have brought upon me …so please someone HELP!!!! and by the way i also had no shoes…since i flew with flip flops…so ive been wearing flip flops for the past week and it was raining today in paris…

By: Leunam Aicrag

Leunam Aicrag — Tue, 12 May 2009 19:24:55 +0000

Even with all of the arguments and complaints above it really is funny how people complain about amenities which aren’t really a requirement for airlines to provide. When you purchase a ticket you and your bag should be transported anything addition should be paid. Why would I want to pay for someone elses cocktail or soda? Why would I want to pay extra in my fare for baggage transportation costs when I dont check luggage?
Think on this.. When you purchase a movie ticket you dont expect to get a free snacks and receive a preassigned seat in the theater as well, do you?
I think people are too hard on airlines when other services in the US are treated completely different.

By: Rob

Rob — Tue, 12 May 2009 02:11:03 +0000

TO DEVIN………Flight Attendants are not on the “work clock” during passenger boarding. During this time they are not required to assist anyone with their luggage. I have FA friends who will refuse to assist sometimes because if it’s found out that they injured themselves when they are “not on the clock” the airline can refuse to pay for their medical insurance and pay.

If a passenger can’t pick up their own luggage to place it in the overhead bin then they should check it. I have traveled for work for 11 years and whenever my bag is too heavy I check it. Even I won’t break my back to lift my bag.

By: JohnH

JohnH — Mon, 11 May 2009 00:15:04 +0000

One final comment, Gordon Bethune of Continental Airlines once said,
” You can made a pizza cheap enough that no one will eat it;”
US Airways is now that pizza.

By: JohnH

JohnH — Mon, 11 May 2009 00:12:12 +0000

Mr Romantic convienently excludes all the ways that his airline shafts people. For expample, I had 2 $200 vouchers. When I chose to use them i had to contact reservations by phone. By mere coincidence, the fare I was quoted by the agent on the phone was almost exactly $200 more than the fare I found on the US Airways website. US Airways changed my schedule that was unacceptable to me. They did change it back,but when I asked for a $100 change fee and the difference between fares to be refunded back to me, the agent was totally speechless. Mr. Romantic and his airline have given me absolutely no reason for me to ever fly them again. I live in Phoenix and Southwest is my choice. BTW, I worked for them for over 7 years.

By: Scott

Scott — Sun, 10 May 2009 23:51:52 +0000

So…why isn’t Mister Romantic on here responding to these complaints? Hmmmm

By: Joe Farrell

Joe Farrell — Sun, 10 May 2009 20:49:42 +0000

Dear USAirways:

As a customer, I wanted to let you know how much I enjoy being charged separately for everything except the lav. I wanted to pay your company $10 extra for the window seat, and $20 if I decide I need to bring a larger checked bag, and even $2 for the Diet Coke because thats my choice. Similarly, if I want to depart on the flight that is 1 hour earlier, so I have a chance at catching the earlier flight home after 3 16 hours days, and you have empty seats on that flight, I want to pay you $75 for the privilege of opening up a seat on that late afternoon flight that is always overbooked.

I wanted to thank USAirways for the rulebound employees, and the low seniority number flight attendants. I thank you for the ability to pay for everything separately; for $10 food paks that are truly horrible, for $6 beers and $8 cocktails and all the little things you do to generate a profit. Thank you for the fuel surcharge, despite fuel being cheaper than it was in 2007 when you did not have a fuel surcharge.

I thought as a passenger you truly would like to hear from your customer.

By: Van

Van — Sat, 09 May 2009 00:51:21 +0000

It’s amazing how much I truly can not stand US Airways….

Of course, we’ve known for years Doug Parker hates customers, hates VFFers and High Yield pax…and then he confirmed it, verbally last week….

Good luck US….God willing, my shadow will never darken the doorway of one of your airplanes…you couldn’t serve up a crappier product if you dreamed of new ways to do it.

Fix all you want Mr. Romantic…you work for Doug Parker and Scott Kirby…you can’t get past them and their hatred of customers.