http://www.usairways.com
4000 E. Sky Harbor Blvd
Phoenix, AZ 85034
(866) 523-5333
(480) 693-2341
(480) 693-2196
Central baggage resolution (for bags missing more than 5 days) (866) 874-3931
How to get through to an operator
Press 4 and 1
Overview
This isn’t the same US Airways you might remember from a few years ago. You know, the one that was in and out of bankruptcy, with chronic customer service complaints. At least it’s not supposed to be. The new US Airways is essentially America West (it merged with US Airways in 2005) flying under the US Airways name. When it comes to customer service, you are left with the impression that it is trying hard to shed its old, “couldn’t-care-less” image that US Airways worked years to develop. How is it working? Only time will tell.
If you have a customer complaint, please read this before contacting the company.
Customer service resources
Contract of carriage
Customer service main page
Email form
Primary e-mail
customer.relations@usairways.com
(Note: Some readers have found that their requests are expedited by emailing the executive office at executive.office@usairways.com — however, I advise that you try the customer care address first.)
Primary contact
John Romantic
Director, customer relations
4000 E. Sky Harbor Boulevard
Phoenix, AZ 85034
480-693-2341
john.romantic@usairways.com
Secondary contact (*)
Robert Isom
Chief operating officer
(480) 693-6775
robert.isom@usairways.com
Chief executive (*)
Doug Parker
Chairman, president and chief executive officer
(480) 693-6775
douglas.parker@usairways.com
What others have to say about US Airways
Aviation Consumer Protection Division Air Travel Consumer Report
Consumeraffairs.com
Epinions.com
Airline Quality Rating
This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.
* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.
✓ Get the latest travel news, tips and commentary from Elliott’s E-Mail, the subversive newsletter from industry gadfly Christopher Elliott. You’ll travel like a pro. Sign up here. It’s free.
Sign up for my 
{ 39 comments… read them below or add one }
I had been trying for weeks now to get some feedback from US Airways re: a change that they made to my itinerary for a future flight from Ft. Lauderdale to Maui. Amazingly today (after sending emails this morning to the names that you’d listed to contact at US Airways), I received a very apologetic call back and they told me that they would do everything that they could to resolve the issue.
Thank you for your help…I’m a believer!
Two comments:
1. CustomerCare@usairways.com is no longer a valid email address. I received a delivery failure report.
2. Ms. Henri (pronounced “on-ree”; French name) Dawes personally phoned me within 15 minutes (!!) of sending an email with her name as the courtesy copy. She corrected my issue promptly and to my complete satisfaction. (Thank you, Henri!) My issue may have been considered easy or minor in the big pond of airline customer complaints, but she handled it with such personal attention and care, I’m truly just floored.
3. Thank you, Elliott, for providing contact information for airlines and tips to make it easier for consumers to direct their issues in an effective way.
Jill Janson
FYI, contacting US Airwarys via (866) 523-5333 and pressing 3 or 4 (aka the customer relations department) is only open from 5am to 6pm Mountain Standard Time Monday through Friday!
Ms. Janson is correct. After sending a slew of emails after one month of a missing bag. Ms. Dawes came to the rescue within a couple hours time. Not personally like Ms. Janson, but with a well qualified associate. Thank you Ms. Dawes
Good morning,
I’m glad to see that others have had such a positive experience after contacting Ms. Dawes. After hearing back from her within 1 1/2 hours via email, she promised that she would get back to me in 2 days (due to her being out of the office the following day).
That was on a Wednesday evening, I was to hear from her on Friday. Well Friday came and went, as did Saturday and Sunday.
Monday I emailed her and stated the following:
“Good morning Ms. Dawes,
I just wanted to touch base with you in hopes that no personal emergencies have arisen.
I look forward to hearing from you at your earliest convenience. “”
Yesterday (Tuesday) upon returning home from work, still nothing from Ms. Dawes. However, an EMAIL from the Dividend Miles Service Center stating the following:
“”
Dear Mrs. W-
Thank you for contacting the executive offices of US Airways regarding the Dividend Miles program. Senior Management asks that we respond on their behalf.
We would like to begin by apologizing for the difficulties you’ve encountered. The experience you’ve described is certainly not characteristic of the superior standard of service we are striving to provide. The importance of professionalism and efficiency is continually stressed to our employees, as we realize the inconvenience any mishandling can create for our customers.
We have updated your account to reflect a start date for the “Trial Preferred Program” of 11/8/07 and an expiration date of 2/6/08. Any miles earned towards your status that had not posted will be manually adjusted. “”"”"”
However the “Trial Preferred Program” was NOT the only issue. Other issues included their representatives lack of training, Customer Service Representatives total RUDENESS to me the customer, ETC.
I took the time to write Mr. Christ a 2 1/2 PAGE letter on November 15, I faxed it as well as sent the letter through the dividend miles account comments. Which started the “automated” responses…
I have been a loyal customer with US Airways for several years now, to include flying as well as having their US Airways Mastercard… to say that I am TOTALLY DISGUSTED with the company they have become… is a true understatement!
I could go on and on… but I think you got my point!
Have a great day and happy holidays.
Thank you! I sent an email to Ms. Dawes regarding a problem I was having in getting consistent information about Trial Preferred program. I was beyond frustrated as I kept getting a different answer! I got a response from her within hours, and then someone from her team responded shortly after and perfectly handled the issue. MANY THANKS!!!!
Thank you. After some major difficulties experienced, I emailed the executive office address 1 day after our flight and had a response 3 business days later. The customer service address also replied “we will get to your case in 6~8 weeks.”
The executive office handled the situation very well and professionally, unlike the service staff we had to deal with.
However, I am not sure about using the travel vouchers given because that would mean having to fly with them again.
Thank you Ms. Harbodin
Thank You Elliot.
I sent my information to USAirways on Saturday and got a satisfactory result by the next Monday after waiting over 6 weeks of nothing. You ROCK!!! I am so impressed with your site.
Thanks again, I don’t know what I would have done without you after I have been ignored so long by the airline.
Question… doesn’t it make you wonder why US Airways employs people at the Dividend Miles Service Center level.. to HELP customers with the various issues.. yet they are unable to resolve or address ANYTHING?
If customers have to constantly go to the EXECUTIVE Office for resolution.. then why is US Airways paying that middle level of incompetent employees?
I hate to see people lose their jobs.. but come on.. DO YOUR JOB!
After contact with Mr. Elliott via email about a run-around problem I was given by “customer service” and the “dividend miles service center” at US Airways, I fired off an email to the Executivie Office’s Customer Relations and lo-and-behold received a response in under 12-hours (overnight).
The problem was corrected in about 2 hours from the time of initial contact with an additional good-will gesture of a travel voucher in addition to getting my correct miles refunded (which “customer service” said was against company policy after being assurred before taking my trip that it was possible).
FYI – The Executive Offices have a Dividend Miles Specialist who handled the case for me…Jan Harbodin who is listed as the Executive Liaison in the Office of the Chariman. (Sorry no direct email, but you can reach her via telephone at (480) 693-2341.)
Thanks Mr. Elliott!
Thank you for providing a place to contact airlines about problems we may have.
I was so appreciative as to the way US Airways Customer Service handled my problem in a very timely and fair way.
After hours of dealing with the incompetent booking and customer service agents to resolve my issue regarding use of a flight voucher they gave me months ago for giving up my seat, I emailed the above contacts. THE NEXT DAY I received a phone call from a customer service representative, who apologized and booked me the flight of my choice using the voucher within the next day. Thank you very much for this information. Without it, the voucher would surely have gone to waste!
I must say that my feelings for US Airways are mixed. My 6 year old son flies from Long Beach California to Phoenix Arizona two weekends a month to visit his mom. As an unaccompanied minor, there is additional paperwork and a $100 fee for this short 60 minute flight. Generally, the staff at the Long Beach airport are pleasant, and we have even become friendly with a few. However, far too regularly, flights are late, cancelled or overbooked and what should be a routine trip turns into a nightmare. The phone and email based customer service is a complete waste of time, and one of these days I may actually make a road-trip to US Airways headquarters in Phoenix. Thankfully, this web-site provided a means for me to contact senior management and have my problems solved. As a government employee I often here about how poorly our government is run on a daily basis, and if it was run like a business it would be more efficient. I feel it is safe to say that the only major industry that operates worse than our government is the Airline Industry. If we ran our country the way airlines were run we would all be speaking German or Japanese!
Do I love this site or what? Also, your weekly posts in the local newspaper are great.
Try and get a Departure Tax refund from St. Maarten’s airport (SXM) and it’s like you never existed. St. Maarten charges a $30 Departure tax on all persons who stay at least overnight on the island and $5 if you are Intransit. The airlines charge you up front by nature of St. Maarten forcing them to. We go to St. Barts every year and unfortunately have to go thru SXM first. When we got home I sent a long letter with copies of tickets and passport stamps showing we didn’t stay in SXM. That was 2 months ago. Then I got the email address of Ms. Dawes from this site and emailed her 2 weeks ago without response. Yesterday, I emailed the executive offices and today I got a response that my refund was approved and my credit card will be credited. Thank you so very much.
These addreses were so incredibly helpful! I’m been arguing with “customer relations” for almost a month now over a hotel bill they needed to reimburse me for. After a couple of “Nope, but Sorry” emails and a $50 airline credit (woooo…), I copied the Executive Office and the Director of Customer Relations…later that afternoon I got a very apologetic phone call from the Executive office…they were extremely nice and prompt. Thanks for the contact info!
I was just diagnosed with Cancer and ordered to have surgery next week. The same week I am supposed to fly to NYC. I purchased my tickets through expedia but Delta is the airline. They won’t refund anything even with a note from my Oncologist stating I must have this surgery next week. I also pre-paid my hotel. Both of them purchased months before I was diagnosed. Being 36 years old I didn’t anticipate missing my flight for Cancer and Surgery. I have called up as high as I could at Delta with no luck. And Hyatt is making me “rebook” my room for later in time but I am liable for all hotel increases.
I was glad to read this story and hope that I can still fight this but after spending 8 hours on the phone today I don’t see much happening in my favor.
If anyone has executive information for Delta or Hyatt I would love to try to see what I can do. Right now I am looking at a net loss of 3K and I could really use the money for the medical stuff I am paying out right now.
Thank you,
Susan
I want to thank you as well. I have spent the better part of 8 weeks trying to get answers from customer service on a bag lost from Maui to Detroit. The responses I had been receiving were uncaring and inaccurate. After finally speaking to someone in the executive department I have reached a financial settlement. It took all of 5 minutes.
I found this web-site purely by accident. What a godsend.
My daughter and her husband moved to Richmond Va. from Nashville 13 years ago. Two to three times a year I visit them and my grandchildren via USAirways basically because it is the closest route from Nashville. However, I do have a layover in Charlotte. On my way back Nov.10, I was in Charlotte waiting to depart. As always I got to my gate 30 minutes in advance only to see the plane backing away from the terminal. I was not the only one. After quite a bit of confussion over the time, which was clearly displayed on the clock behind the boarding desk, we were told there was nothing we could do but catch the next flight out @ 7:55 the following day. This was not the first time. Myself and 3 others had been left on a previous occassion as well as my son-in-law on occassion. We were then sent to speak to anyone who would actually pretend to care, never really looking at us while they poked on their keyboard for some odd results. Finally, I was given a voucher to stay over night at a hotel for a slightly lower price than normal. When I arrived at “said ” hotel I was informed they did not accept the “BLUE” vouchers, only the “WHITE” ones were applicable. Once again I tried to reach someone who could help me @ US and again “There was nothing they could do”. However, there is something I can do and that is to NEVER EVER TRAVEL USAIR AGAIN. FIVE hours at theLocal Holid
My daughter and her husband moved to Richmond 13 years ago. Two to three times a year I visit via usairways basically because it is the closest route from Nashville. However I do have to layover in Charlotte. On my way back Nov.10, I was in Charlotte waiting to depart. As always, I got to the gate 30 minutes in advance only to see the plane backing away from the terminal. This is not the first time I and others have been left in Charlotte when I was at the gate @ the required time. However,” It WILL BE THE LAST TIME ” they leave me stranded. I was not alone.The last time there were 3 of us.My son in law has been left by US as well. After some intense negotiations with anyone who even appeared to care or look at me directly and then accuse me of being late, I got a voucher to a hotel nearby that did not accept “BLUE” vouchers, only “WHITE” ones. FIVE hours @ the local Holiday Inn, $92.00. NEVER EVER flying USAirways again, PRICELESS ! Oh and by the way, if you guys find the handle to my vintage leather suitcase, I’d really like to be able to carry it on another airline via Omaha. C. Martin Nashville, TN.
My daughter and her husband moved to Richmond from Nashville, TN. 13 years ago. Two to three times a year I visit via USAirways basically because it is the closest route from Nashville. However,I do have to layover in Charlotte. On my way home Nov. 10/08, I was in Charlotte waiting to depart. As always, I made sure I was at the gate 30 minutes in advance only to see the plane backing away from the terminal. This is not the first time myself and others have been left in Charlotte. However, “IT WILL BE THE LAST TIME” they leave me. The last time there were 3 of us. My son-in-law has been left by USAir as well. After some intense negotiations with anyone who even appeared to care or look at me directly, they proceeded to tell me I was late, while the clock behind the boarding desk read 9:45 pm. My flight was scheduled for 10:15 pm. I was sent away with a (discount) “voucher” to stay at a local hotel. Upon arriving at said hotel, I was informed they did not accept a “BLUE” voucher, only a “WHITE” voucher. FIVE HOURS at the local Holiday Inn, $92.00. “NEVER EVER” traveling USAirways again, PRICELESS !! Oh bt the way, if you guys happen to find the handle to my vintage leather suitcase, I’d really like to be able to carry it on another airline. C. Martin Nashville, TN.
I am a long-term flyer with Us Airways with an Elite Gold member status. My company that I co-own (here in Phoenix) also spends about 1/2 million bucks a year flying this airline. I have watched this company go from one of the best (when they were America West) to the bottom of the barrel (after their merger with US Airways). What a shame. Read my story below and see what you think.
I booked a ticket for my mother from Phoenix to Charlotte through my US Airways account online (using my Dividend Preferred miles) and asked her to go to the ticket counter and ask for assistance. My mom has very severe osteoporosis, if she falls she could (and has) landed in the hospital for months. I trusted my frail mother with Us Airways, and made sure that I set her flight up through my account and requested a wheelchair and assistance for her.
When my mother got to the Phoenix ticket counter to check her bag in, the counter representative took her ticket, ripped it up and informed her that she was not a Gold member (her ticket was printed online from my Gold account), told her she had to pay the baggage fee of $15.00 and was quite rude. She issued her a new non-Gold ticket WITHOUT the wheel chair assist and sent her on her way. My mom was so flabbergasted that she didn’t ask for the wheelchair. She walked to the gate.
As she left Charlotte on her return flight, she again checked in with the counter representative for assistance, they issued her a Gold ticket at the desk – even after my mom explained to them of what happened in Phoenix. The Charlotte US Airways folks told her that she WAS entitled to the Gold status and DID NOT charge for her bags. They took great care of her there (thank you Charlotte).
When my mother gets back to Phoenix, she tells me the story. I call the Elite Gold member customer representative and told her what had transpired with my mother. The phone representative tells me the Phoenix counter representative was wrong (verifying the info given from the Charlotte folks). The Elite Gold member phone representative tells me to contact Customer Relations. She believed they would take good care of me. She tried to connect me, but I was directed to send an email via US Airways webs site.
As directed, I sent a very polite and honest email about what my mother had gone through. My points were as follows: a) your own reps don’t seem to know what your rules are when family members travel under an Elite Member’s account (charge for bags or not), gets Gold treatment or not; b) the representative was very rude and was more concerned about getting that $15.00 charge than treating my mother with service; c) they did not reissue the ticket for wheelchair assist and did not take the appropriate care as I requested when I booked the flight.
I received a polite response email, apologizing for the rude treatment, and they gave me some discount for future purchases (most of the email was the rules on how to use the discount) but they didn’t address the points that I made: there is not consistency with the counter reps as to the rules and the Phoenix counter representative didn’t assist my mother with a wheelchair as I had originally requested.
I sent yet another very polite email and asked for a more senior person to respond with a personal call. I did get a call from an “executive” representative who apologized to me, but didn’t seem interested in apologizing to my mother. She was very nice which I appreciated. But, in the end I never got my points addressed.
Okay, I am NOT done. Here is where I was truly disappointed. I got two letters from US Airways a few days later. I was thinking (hmm…. they sent an apology)…. NOPE, they sent a letter saying my Gold status account was audited… they reduced my earned miles by 30,000+, reduced my Gold status and accused me of trying to avoid baggage fees by having my mother and my wife occasionally fly under my account!
Well, I never received an “audited” statement of how they could have taken that many miles off of my account or reduce my status, but I do believe that this was plain and simple revenge for complaining. AND, I think it is corporate policy to find any way that they can to rip folks off. Charges for water or coffee on board, finding excuses to reduce your earned miles, charging baggage fees, etc., etc.
So, when you think about complaining to the “customer relations” department for bad service…. remember my story. Better yet, don’t fly US Airways. I won’t anymore.
In the end, there were consequences for me in trying to get through to them on how they need to improve their customer service. I lost mileage and preferred status. I am starting over with another airline. But when my company employees fly, US Airways will be the last resort. They just don’t get it.
Thank you for reading my post.
Steve
I am in the boat with other posters. NEVER WILL OUR FAMILY DO BUSINESS WITH US AIRWAYS AGAIN. December 08 my college aged daughter flying home for Christmas. flight canceled. after check in, after security, after sitting at the gate. Canceled. No issues with weather. Other airlines were flying out on time with no delays. UsAir ground personel basically told the passengers well good luck with that, telling passengers they might be able to accommodate them in maybe a day or two. RUDE, so rude. I was able to make arrangements for my daughter with another airline to fly home that day.
But now we have come to the latest debacle. AGain her flight canceled with out warning. Yet her bag was taken and flown to god only knows where. She is left, stranded, refused a refund with no bag. She was on her way to do service in the Domincan Republic. She needs that dang bag as it had her clothes, bedding and toiletry items needed to remain healthy in the conditions she is working.
She went to the US air bag control center. the woman told her, “you know what, I bet if your father was dying you wouldn’t care about your bag now would you?” and told her “I dont give a d*** about your f****** bag”.
My daughter catches a flight on another airline to JFK. makes her connection to the DR with 15 minutes to spare. Bag. who knows.
My husband the next day goes back to the original airport where my daughter left from, the USAir rep told him this was “all his fault”, for not booking a direct flight. He said “excuse me. you cancel her flight, you refuse her a refund, she is stranded and yet you take her bag”. and this is my fault. The woman said there was nothing she could do to help.
Luckily, he went to JetBlue which was the flight my daughter was able to catch to get her to JFK. They were actually able to find the bag at JFK. It never made it on the DR flight as USAir told us it would be on. Jet blue folks have been trying to help ever since. It has been one disaster after another. She is day 4 in the “jungle”, the bag, is nowhere to be found.
But hey, Us Air offered me a 75 dollar voucher for my next flight. With that I have begun an email campaign to every address on this wonderful site, to see, if I can get some resolution. And more importantly, an apology to my daughter for the way she has been treated.
Thanks for the chance to vent my frustration.
Betty
I just have to respond to Steven Addair’s comments above. It’s interesting that he criticizes the airline as having gone from top (when America West) to bottom (as a merged US Airways)… but his experiences would have all involved problems with former America West people.
The new airline is being run almost entirely by AWest people, including the CEO. PHX is staffed entirely with West crews. CLT is staffed entirely with East crews. None of us from the East Coast believe US Airways is perfect, but many of us feel that the airline has been severely damaged by the cheap, anti-customer mentality coming from Tempe. There’s no doubt that what he experienced in PHX and is seeing now with his DM account is a result of Tempe’s approach. It’s a shame.
Hi DC Mike,
Thanks for your comment. It is not my intention to infer that the US Airways folks from the east ruined America West. Instead, I document my experiences so that the company can improve and become a better airline.
Since the merger of US Airways and America West, I have spoken with other fliers who were loyal America West customers who have similar opinions that the quality of customer service of the newly merged airline has deteriorated significantly. I have no opinion as to why this has happened. Just that it has. I never flew the pre-merger US Airways, so I have no reference point as to the quality of service offered by that airline previous to the merger.
DC Mike, perhaps you are right that “the airline has been severely damaged by the cheap, anti-customer mentality coming from Tempe”. Most likely there are other reasons as well. I suspect one major challenge is a deep and injurious divide between the pre-merger US Airways employees and the pre-merger America West employees. As a frequent flier, I hear a lot of grumbling amongst the various crews that suggest that the “new” US Airways is having issues with integrating its workforce.
Perhaps if frequent travelers like myself document these types of events enough, someone will eventually act positively towards correcting the problems and stop the finger pointing.
It is true that ALL of the rude & discourteous behavior I document has come from workers based out of Phoenix. Clearly, the folks out of Charlotte stepped up to the plate. I thank them and ALL US Airways employees who work so hard on the flying public’s behalf.
Thank you and best regards,
Steve
I am looking for any US Airways customers that got stuck in the Reagan Airport (DCA) Jan 21st or 22nd due to the lack of staff at the check-in counter. I am looking to pool resources (documentation, pictures, video, witnesses) to pursue legal action against US Airways for reimbursement. Please email me at dmchagnon-usairwaysproblem@yahoo.com
I arrived at 7:50am for my 10:40am flight, stood in line for check-in until 11:40am (1 hour after my flight took off) and never even got close to the counter. Through this I called Customer Service 3 times and was told each time I would have to pay $150 to change my flight and the difference in price for the new flight. I ended up walking over to another airline (none of which had any lines) and got right onto a flight and then breezed through security.
Their lack of staff and preparation literally made it impossible for me to get onto my US Airways flight. This wasn’t due to weather (sunny skies). This wasn’t due to overbooking (according to an airport official flights were leaving that morning virtually empty). This wasn’t because people were arriving late (I arrived nearly 3 hours before my flight). This was simply because they did know how to deal with the volume of people that would have to utilize the check-in counter due to luggage and lack of internet access.
I called the girl that was behind me in line that day and she stood there until 2:30pm before getting to the check-in counter – Nearly 7 hours after she got in line! She was forced to fly standby and did not get out of DC until 8pm Thursday night.
trying to get a letter from you saying that you extended my aug 18/08 flight from toronto canada to orlando because of the storm there so we flew on aug 23/08im trying to get back my hotel deposit i lost when we had to re book for aug 23/08 still on the disney grounds.
i faxed 3 times phoned 4 times and this is my 3 rd e mail.
i just wrote a similar letter on the customer .relations@usairways.com website
my insurance wants this letter in order to give me back my deposit i lost which is around 600.00
please send me the letter, before my claim expires.
thanks, eileen turk
Thank you for this very important information on contacting the execs at U.S. Airways! Just this past week I had my first run-in with this company’s customer service “issues”. Here’s a new one for you.
I was flying on, what they call, an “Employee Guest Pass” from Dallas/Ft. Worth to Las Vegas via through my uncle that works with U.S. Airways. It’s a stand-by reservation so you get what you get if seating is available and if there are no “high-priority” stand-by travelers.
I was unable to the first flight because it was sold out and all full paying customers showed up, no cancellations. The next possible flight was the next morning and I spent the night at the terminal.
Next morning’s flight wasn’t full but I didn’t get seated supposedly due to higher priority stand-by ticket holders. This is where it gets interesting. What’s supposed to happen is one or both gate employees are supposed to stay and print out new boarding passes for the next available flight for those that don’t get on. The first passed us off to the second and the second passed us off the the front ticket counter, outside of security.
When I got there I stated that I was on an Employee Guest Pass and needed the pass changed to the next available flight. The employee refused because all of the later flights were sold out. After stating that my one suitcase was already in Las Vegas, that I’d been at the terminal for 16+ hours and pleading for her to change it to something later and her refusing each time, I asked for a refund and canceled the trip.
I had to go through customer service via telephone to get the refund and luckily my uncle works in luggage at McCarrin Airport and made sure by bag was set aside and returned. While on the phone the representative stated that my reservation had “automatically been changed to the next flight.” Which I knew and I told her I knew that but since I was directed to go back out through security I needed to have a updated pass with the new flight info to get back through it. I asked why I was denied an updated pass with the new flight information seeing I was flying on an “Employee Guest Pass”?
I got no answer and I got a generic response about the “Employee Guest Pass Policy” with a web link to it which I already knew and read about. Which does not mention reasons for denying updated passes for its “guest” flyers.
So, with much thanks to you, I able to get my complaint to the correct people that need to know the ordeal I went through as one of their “guests”.
How does your buddy pass system work and what additional fees are imposed on the one receiving the pass?
US Airways will never see another dime of my business as log as I shall live. After over two months of attempting to be refunded for a portion of my tickets that were cancelled due to “the airline deciding there were not enough passengers to constitute the flight” and going through the BBB the company will not even return my messages.
A shameful company run by dickless morons. Customers come first? Where???????????? Definitely not on US Airways.
NEVER AGAIN WILL I FLY US AIRWAYS….my husband, myself, my sister and brother-in-law booked a Vegas vacation through Orbitz and the airline was US Airways. In our travel documents, which I always read over very carefully, it stated we could check in online and that we had to pay for any checked bags but if we did it online when we checked in there was a discount.
So 24 hours before our flight we check in online and pay for our bags. I also read the “baggage” page of the US Airways website very carefully for weight, price etc….
We were to fly out at 7:30am, oh and mind you this was the day of my 40th birthday and we were meeting about 7 other couples in Vegas.
So we get to the airport around 6:25am and curbside checkin is empty so we go there and they inform us that there is an extra $2 charge, per bag, to do curbside and “gratuity is not included”. Hindsight is always better but we have already paid $20 per bag for the flight so we just say no, we’ll go inside.
There was a short line inside (maybe 15 ppl) and everyone is chatting as we wait, because there are only 2 workers, and we read this sign that says “baggage must be checked in 45mins prior to departure”. Hmmm…I never read that on the website, but we have already check our bags in online so no worries, right? WRONG…when we finally get to the counter the man tells us “the gate has closed the flight because we did not make the 45 min. baggage check in”. It was 6:55, 10 mins past the time we needed to check the bags in. Fine, then send our bags on the next flight and we’ll pick them up later. No says the agent you MUST fly with your bags. HUH? Really??? And before we can say anything else he has us booked on the next flight at 3:00pm…we are stuck at the airport for over 5 hours!! And not even an “I’m sorry”!!!!
When we got home I searched the US Airways website and finally found the 45 minute rule listed under airport/checkin. Well I’ve been traveling all my life I can tell you I know how to checkin at the airport so would NEVER have bothered reading that section.
You would think that a rule as crucial as this one would be posted in big bold letters in more than one area of the website, right?
So I email US Airways and state my complaint and ask them a few pointed questions like 1.Why didn’t curbside tell us this, we would have paid the $2, 2. Why wasn’t it posted in our travel documents? 3. Why were there only 2 counter workers? 4. Why didn’t they call the passengers for the 7:30 flight out of line and get them checked in like other airlines do if it’s getting close to cut off time? (mind you, they had to rebook at total of about 7-10 passengers that were on the same flight because of the baggage rule)
Well I got a nice little FORM EMAIL back stating the 45 min. baggage check in rule and all the “security reasons” for it. And they sincerely hoped I had a wonderful birthday in Vegas anyway. NEVER once were any of my questions answered. So thank you Elliot, I have now sent a reply email to them and other emails listed on this sight…we’ll see what happens.
I am usually a Southwest Airlines flier, being as I live in Dallas, but this Orbitz deal was too good to pass up. NEVER AGAIN….I’ll stick with SW from now on!!
I am very upset about the way that U S Air handled my “free round trip ticket”. The voucher was not for a free ticket, unless someone wanted to depart on a day in Jan and return in March when a date was open. For the most part, it was $200 off the highest round trip ticket, which is no deal. I will never give up my paid for seat on U S Air again.
I tried emailing executive.office@usairways.com today, and it seems to no longer be an in service email address. It bounces.
DEAR DOUGLAS PARKER,
YOU MADE A BAD DECISION BY DEFERING 54 AIRCRAFT FROM AIRBUS
THE AIRLINE NEEDS THE NEW AIRPLANES BADLY THAT IS NOT A WAY TO SAVE MONEY BY DEFERING 54 AIRCRAFT FROM AIRBUS PLEASE DO NOT DEFER ANYMORE AIRCRAFT ORDERS PLEASE SWITCH BACK THE 54 AIRCRAFT ORDERS FROM AIRBUS TO 2010 THRU 2012 SOON AS POSSIBLE. YOU WERE WRONG TO DEFER 54 AIRCRAFT FROM AIRBUS
THE AIRLINE NEEDS TO GET RID OF THE OLD AIRPLANES SOON AS POSSIBLE.
In response to Steven’s story and to enlighten future travellers:
You did not have to request wheelchair assistance through US Airways. In PHX (and many other locations) those services are provided by Prospect Airport Services. Just go to the wood podium near door door 23 at Terminal 4 and request wheelchair service as you enter the airport. The Prospect services staff will not only beable to assist you with wheelchair services, but our friendly and knowledgeable staff will be able to assist you in your dealings with US Airways staff (they behave better when we are around). Our services are always free, and if we make things easier, feel free to show your appreciation with a hearty thank you. We also accept tips.
I and many other Prospect employees work long hours assisting all sorts of special needs including the need to get past many of the heavy handed US Air customer services staff. We are happy to be of service to all who need us. Our company has its own liasons with US Airways and can often get bad customer service corrected and sometimes even compensated for while you are still in our airport.
In addition to requesting our services at our podium, you are also able to request wheelchair services at the curb, at any information booth, from and ticketing agent, or from any Prospect employee in the airport. Many of the restaurants also know how to call for our services.
I contacted Channel 12 For Action on 1/4/2010 regarding my inability to schedule a dividend miles flight for 10/1/2010 for myself & my wife. I spoke with Bill who advised me that he would contact a US Airways Rep. who would respond to my frustration. Well no reply as of 1/13/2010 and i spoke with Channel 12 on 1/11/2010 and was told that a Rick Simon was going to call me promptly. Why have i not received the curtesty of a response? Please call me at 623-398-4528.and i will enlighten you with my situation.
Thank you
Arthur Hoffman
US Airways willfully failed to honor their contract to safely transport my wife and myself to the contractually designated airport and has refused to take responsibility for the additional transportation costs that resulted from US Airways’ refusal to provide the contractual obligation they were paid to provide.
The December 30, 2009 departure flight (#1187) from Charlotte NC was diverted to San Juan, Puerto Rico due to windy conditions at the Saint Thomas airport. The decision to land in Puerto Rico that night was not and is not in dispute; my wife and I don’t question issues of safety when it comes to flying. The irresponsible and unprincipled conduct of US Airways after the diversion is what is in dispute.
After circling and finally diverting to San Juan, we waited for some time on the ground for conditions to improve. Eventually we were allowed to deplane. Rather than hold the aircraft overnight, and fly us to our destination the next morning (when it was predicted that the winds would have subsided), US Airways decided to return the plane to Charlotte. The airline personnel made no promise of re-flying us to AVI the next day, as the new years’ eve seats to AVI were already booked. Even with good weather, it was highly unlikely we would be on the next day’s flight or even a day after flight. When passengers on flight 1187 asked in San Juan how they could get to AVI the next day, they were told (rudely I might add) by a US Airways representative to “get a ticket.” This meant that for my wife and I had to pay Cape Air $318 that night for passage to AVI the following day.
This was done because US Airways would not assure us a seat on the following day’s flight from Charlotte, or simply hold the plane we were on overnight in San Juan. With US Airways assuming no responsibility for transporting us to our destination in a reasonable manner or reasonable timeframe, we were left with no choice but to purchase tickets on a Cape Air flight.
As it turned out, US Airways could have easily flown all of the passengers over to AVI the next morning (as predicted the night before), if the plane had simply stayed in San Juan that night. Indeed, there were no landing problems landing in Saint Thomas the next day.
If US Airways had assured us that seats to AVI would be made available from Charlotte the next day, that could have been considered a reasonable solution.
US Airways could have negotiated arrangements with Cape Air, which appeared to have an ample number of small commercial planes available to meet the need.
However, US Airways personnel made absolutely no attempt to satisfy their obligation to transport the passengers of flight 1187 to their destination. They made absolutely no attempt at accommodation.
What the US Airways airline representative did – in my mind – was unconscionable and reckless. They had an obligation to transport us to a destination, which was a relatively short distance from where they landed. US Airways effectively abandoned us.
I don’t expect US Airways to pay for the ground transportation, meals, or hotel in San Juan – or any money lost for a paid-in-advance room in AVI. But I did expect them to meet the their obligation to take us to our destination in a reasonable and expedient manner.
I had to surrender my carry-on after I boarded the plane (Flight US 612 on January 28 from PHX to ATL) due to lack of space in overhead parts, and I was given a baggage tag for that and was also told to take it back with cheked in baggages at the Atlanta airport.
I had carried my carry-on on board at all segments of my trip, Atlanta to Denver, Denver to Tucson (Jan. 24), and at the first segment (Tucson to Phoenix) on the way back to Atlanta (Jan. 28), but unexpectedly I was not allowed to take it on board in my last segment, Phoenix to Atlanta, due to lack of space.
When I received my carry-on bag a shoulder purse with its contents was missing which was supposed to be at the top.My hard drive, manera battary charger was missing.
I do not want to fly with US airways again
Your reservation person referred me to this site for an answer to my question. I purchased a ticket to fly from Phoenix, AZ to Mexico on 5/1/09. My confirmation #CM4KVD on ticket purchased March 14. I would like to book my portion of that flight for a ticket from Phoenix, Az to Monterey, CA on 3/21. The reason the trip to Mexico was cancelled we because that was the week it was announced that the borders may be closed due to the swine flu. Your reservation agent advised that I contact you to approve this transaction. Thank You.
During the December snowstorm that hit the east coast, I had to make an emergency change to my flight on US Airways. I spent 334 minutes on hold and never got through to make my change, and my round-trip tickets were cancelled. I was forced to purchase new tickets.
I contacted customer relations at the conclusion of my trip. They offered to credit me for my cancelled ticket but only gave me 72 days to use the credit– I am a grade school teacher and cannot travel on a whim. I asked that they extend the expiration to a year but my request was denied.
As it stands now, I will lose all of my money for the flights that they cancelled (after not taking my call) and I’ll never book another US Airways flight again. I would like help so that I can continue to fly US Airways and use my credit when my job allows me to fly.