Can this trip be saved? A “disappointing and shocking” flight experience

Norm Schoenfeld is no stranger to bad service, particularly bad airline service. As a retired CEO, he’s flown millions of miles, encountering the occasional missed connection, delay, and lost luggage.

But what happened to him and his wife when they flew from San Diego to Lisbon via Philadelphia on US Airways crosses the line, he says.

Schoenfeld describes it as a “disappointing and shocking” experience. After having read his version of events and US Airways’ response, I’m not sure what to do. Maybe you can help me figure something out.
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