America West/US Airways???

[kaydoggy]

Off topic, but since alot of people have alot of travel experience I thought I would ask here.

Has anyone ever had any luck with customer service for America West, now operating as Us Airways? Basically we flew them to Las Vegas last week. On the trip back we woke up at 4:00am for a 7:00am flight. When we arrived in Phoenix our connecting flight to St. Louis showed cancelled. We were told this and other flights were cancelled due to "not enought flight attendants". After waiting three hours in the customer service line we were told we could not get to St. Louis on any airline, through any connecting city on Sunday. But we were confirmed on a flight out the next day. This didn't work for us since the person caring for my 4 year olds was not available the next day. The customer service agent told us that some people were going on their own and booking Southwest at 7:50pm that night, but since Southwest doesn't take their tickets you had to do it on your own. I asked her point blank if America West would refund out money for the Southwest ticket and she said "they should since it is out fault, but they will probably make you write a letter." Based on that I bought the Southwest tickets for $319 a piece. This is on top of the $296 for the America West tickets.

Calling America WEst customer service, after talking for about 45 minutes I was offered $200 a piece vouchers for "future travel" and she was going to "try to refund the unused portion of my America West ticket". I told here this was completely unnacteptable. They refuse to let you talk to a supervise, stating that they are all supervisors. I feel like the least they can do is refund the whole America West ticket. At least that puts me close to even. Not to mention the 12 hours I was stuck in the Phoenix airport.

At this point should I just call every day, I was told I have 30 days to take the $200? I have sent a letter return receipt to the CEO Doug Parker. Would filing a complaint with the BBB help? Can I try to dispute the America West charge on my credit card? Or would all I get back is the unused portion? I'm a little stunned by the complete lack of customer service from them.

Oh and by the way, Southwest gave us free drinks and the flight got into St. Louis 20 minutes early.

Mark

 

[rgf207]

I fly USAir weekly. I have not had a problem with them but I am a Chairman's Preferred Member.

All i can say is to stick your ground. You deserve a full refund for the unused portion. What the CS rep is saying is BS. Everyone has a supervisor. Demand to talk to one. Find the corp number and take it as far as you can. Document everything, everyone you talk to. Get their name and note the conversation. Write letters if you have to.

It may take some pushing but I think you will get your refund. You deserve it.

 

[safetymom]

She was told they would try and issue a refund for the flight she didn't take. I don't think you are entitled for a refund of your entire ticket since you did fly one way. I would fight for that. If they do that I don't think you will get much more. They offered to fly you home the next day. All the airlines need some lessons in customer service but since everyone goes by who has the cheaper fares the airlines figure they can get away with a lot of things.

 

[CMedley78]

I flew America West six years ago, and I will never fly them again. Their customer service was horrendous! A flight I was on from Sacramento to Hartford was delayed, and as a result we missed our connecting flight in Phoenix. I lucked out because a representative at Sacramento somehow got me on a flight to Las Vegas where I could then take the red eye back to Connecticut, but everyone else was stranded in Phoenix until 10 a.m. the next day. No other flights were leaving for CT that day and that was at 1 p.m...totally ridiculous! With that said, I am not suprised that you have had difficulty with them recently. For this reason, my husband has nicknamed America West "America Worst".

 

[kaydoggy]

My biggest issue with them is that I only purchased the Southwest tickets AFTER the customer service agent at the desk told me that they SHOULD refund my money for the Southwest tickets. Since it was their fault they didn't have enough flight attendants. I absolutly HAD to be home on Sunday since there would be noone to watch my two four year olds.