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17 Responses to “US Airways”

1. On July 13th, 2007 at 2:42 pm Edward Mendelsohn said

   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!

2. On August 21st, 2007 at 4:35 pm Jill Janson said

   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

3. On September 29th, 2007 at 11:37 am Matt M said

   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!

4. On December 8th, 2007 at 12:21 am Dan F said

   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

5. On December 12th, 2007 at 9:43 am Dawn W said

   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.

6. On January 3rd, 2008 at 12:54 pm Jill said

   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!!!!

7. On January 14th, 2008 at 12:03 am Bob said

   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

8. On January 15th, 2008 at 12:07 am t dickey said

   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.

9. On February 6th, 2008 at 7:46 am Deanna said

   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!

10. On February 29th, 2008 at 12:21 pm B.H. said

    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!

11. On March 23rd, 2008 at 10:49 am Marian said

    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.

12. On April 9th, 2008 at 11:36 am Anna said

    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!

13. On April 11th, 2008 at 12:56 am Austin said

    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!

14. On May 15th, 2008 at 12:31 pm Andy said

    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.

15. On June 20th, 2008 at 10:49 am Lissa said

    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!

16. On June 30th, 2008 at 8:10 pm Susan said

    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

17. On July 30th, 2008 at 4:28 pm shirleen steele said

    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.

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