Good old US Airways!

[juliebro]

Some of you may have read my live trip report from our most recent holiday and recall that we were delayed on our way out due to mechanical problems and missed our connecting flight in Philly. US Airways put us up in the local Hilton hotel, gave us vouchers for food and an amenity kit (our bags had made the flight!) and put us on the first flight the next day.

Our travel insurance will pay a small amount of compensation for delayed flights, so we put in a claim. I needed something in writing to send to the insurance confirming that we had indeed been delayed and the reason for it.

I rang US Airways number in the UK to ask how we could get this statement for the insurers and (as on several previous occasions when I've rung them) got straight through to someone very very helpful who could answer my question straightaway. He gave me details of the exact website page to use, what to enter etc etc. That's an excellent thing about calling them. Whoever you speak to can always answer your questions or deal with your problem without having to transfer you to anyone else.

Within one working day, we got the email response we needed, as well as an apology for the delay and $100 each electronic travel voucher. I had not asked for anything from US Airways other then the email, so it was a nice surprise! I know they do it to try to influence us to use them again - but we fly with them every year anyway!

So pleased!

 

[2Tiggies]

Good customer service is something akin to precious gems in this day and age. Nice to know it's still out there! And really good to know that you got sorted with minimal fuss.

 

[wayneg]

My only experience with anything like this is when my Mum passed away in 2004. Were were going Xmas after she died in June with 2 Mums. We still wanted to go away but cancel my Mums seat (had no insurance) Expedia who we booked with said no chance, under no circumstances would they refund, I don't think they even read my email to them, their 1st response started with "While we do appreciate this was a genuine mistake" Idiots.
I contacted continental who we were flying with and explained the situation, their response was faultless, this was their reply

Dear Mr. Gillings:
Thank you for your email. I am so sorry to learn that Mrs. Gillings passed away unexpectedly. I am certain that this is a very hard time for you. Please accept my sincere condolences for the loss of your mother.
If you will mail me a copy of the death certificate, I will be happy to refund Mrs. Gillings ticket to the original form of payment.
Please forward the documentation to my attention at the address below. Please include a copy of this email authorization for reference.
Again, thank you for writing. Your continued support is important to us. We look forward to welcoming you aboard your Continental flight for the holidays.

Glad you got a good response as I did from Continental, goes a long way to keeping your business in future.

 

[2Tiggies]

I don't think they even read my email to them, their 1st response started with "While we do appreciate this was a genuine mistake" Idiots.

I want to say "unbelievable" but recently it is becoming quite difficult to stun me with some of the things that go on in various customer service sectors. I agree they probably didn't read your email, but let's just say they skimmed over it; they would appear to have been suggesting that it had temporarily slipped your mind that you Mum had passed away when you were booking .... and,er ... paying!

I have to agree wholeheartedly, customer service is a biggie for me. I fly with VA because I have had wonderful aftercare service from them. Not the best planes, not always the most comfortable flight of all airlines I have used (by a long shot), but they have never failed to deliver in the event of a problem so far. We all have a budget and there comes a time to assess your options, but a good deal is not quite so good when things go awry and there is no follow through from the supplier.

 

[dixonsontour]

Glad to hear they compensated you.

We've booked flights with Virgin last few times because of their excellent customer service in 2007 when we couldn't fly home due to DD contracting chickenpox.

They resheduled our flights at no extra charge (they were economy non transferable seats). Each time I called I spoke to an english agent. There procedure was sensible - fax a Dr's letter and they did exactly as they said they would eg tickets were waiting for us at airport.

Our insurers (insure and go), were awful in comparison.

Prior to this we'd travel with whoever was cheapest. I wont pay silly money to fly Virgin but i'll try and go with them if I can.

 

[iluvtot]

Glad to hear you are pleased with the service you received
Sadly, our experiences thus far haven't been so positive, but I will wait and see how our flights go in August....

Jules x

 

[2Tiggies]

Glad to hear you are pleased with the service you received
Sadly, our experiences thus far haven't been so positive, but I will wait and see how our flights go in August....

Jules x

Oh Jules, I actually thought of you when I read this thread the first time. Hopefully it means that things are going to turn around for you from now on. A bit of compensation in the form of extra spending money for you would be great

 

[disney_princess_85]

Great result Julie!

Expedia who we booked with said no chance, under no circumstances would they refund, I don't think they even read my email to them, their 1st response started with "While we do appreciate this was a genuine mistake" Idiots.

Expedia are terrible for that. I'm glad Continental came through for you.

 

[iluvtot]

Oh Jules, I actually thought of you when I read this thread the first time. Hopefully it means that things are going to turn around for you from now on. A bit of compensation in the form of extra spending money for you would be great

Ah! Thankyou

We've already been compensated once for the terrible time we had last year! That's why we managed to get such a good deal on our flights.
To be honest, as long as it all works out on the day, I will be happy, and from last year's experience, most of the ground staff were really helpful, so fingers crossed!

Jules x

 

[Mrdudecool]

We flew with US Airways from BHX-PHL-MCO. They really were amazing. Aircraft was great, leather seats.

Shame they withdrew the route though...

 

[Dollyrar]

My only experience with anything like this is when my Mum passed away in 2004. Were were going Xmas after she died in June with 2 Mums. We still wanted to go away but cancel my Mums seat (had no insurance) Expedia who we booked with said no chance, under no circumstances would they refund, I don't think they even read my email to them, their 1st response started with "While we do appreciate this was a genuine mistake" Idiots.
I contacted continental who we were flying with and explained the situation, their response was faultless, this was their reply

Dear Mr. Gillings:
Thank you for your email. I am so sorry to learn that Mrs. Gillings passed away unexpectedly. I am certain that this is a very hard time for you. Please accept my sincere condolences for the loss of your mother.
If you will mail me a copy of the death certificate, I will be happy to refund Mrs. Gillings ticket to the original form of payment.
Please forward the documentation to my attention at the address below. Please include a copy of this email authorization for reference.
Again, thank you for writing. Your continued support is important to us. We look forward to welcoming you aboard your Continental flight for the holidays.

Glad you got a good response as I did from Continental, goes a long way to keeping your business in future.

I'm glad to hear that there are still companies out there who treat their customers with sensitivity and understanding

I'm glad that things worked out well for you Juliebro as well! It's always good to read real references from people on this board