Upset at US Air...Is there anything else we can do?

[disneyfanforever]

On our way home, March 19 (my DS 3rd bday) from a great Disney and Universal vacation, we had several issues getting home via US Airways. First, we noticed there was no flight information up at the gate and were told by other passengers there was a delay. After waiting in line, we were told the plane was going to be extremely late in taking off and we would miss our connection and have to rebook a different flight. Oh, the parties involved with this trip were myself, my DH, my 2 DSs , my mom, my dad, and my sister. We were told by the people at the gate that there was no way for us to get home to Arkansas that night and actually the first available flight into Little Rock was not until Monday (and this is on Friday). Obviously that is not acceptable so they end up saying all they can do is have us take the flight we are already scheduled on to Charlotte and put us up in a hotel there. Then they will fly us into Memphis the next morning and have a shuttle take us to Little Rock upon our arrival. Is this comparable transportation according to the FAA? Memphis by the way is around 2-2 1/2 hours drive time from Little Rock.

Here is where the real problem started. The Orlando employees were having problems initially getting ahold of someone in Memphis to confirm our ground transportation to Little Rock but then after an hour or so my dad stood in line again and was told everything was confirmed. We would be picked up upon our arrival by the "Bette Bus" and it would take us directly to the Little Rock airport. Well, after arriving in Memphis, there is no shuttle waiting for us anywhere. After many questions, it is found out that the "Bette Bus" is no longer in service and hasn't been in over a month or two. So how could they possibly have confirmed our transportation? So we have to then talk to the US Air employees here and they arrange for another shuttle to finally come get us over 2 hours later. I would like to note, the US Air employees were very nice and helpful in Memphis, but this whole experience was just horrlble. It was over 16 hours past when we were supposed to get home to when we actually did.

I have talked to the US Air customer service reps on the phone and was told all they could do was to note our complaint and that as a goodwill gesture they would give us $100 vouchers for a future flight. While I agree that was nice, we paid anywhere from 300 to 500 dollars for these flights (my family booked at separate times) and we were lied to by the Orlando staff of US Air. Is there anything else I can do? I am just so upset. Please don't flame me because I really don't know what to do. It just seems they way the give out free vouchers to people to take alternate flights on overbooked flights (I know they are required by law), they could do something similar for us. Thanks for listening.

 

[seashoreCM]

Looks like they did everything right except for the Better Bus. And you got $700. in vouchers.

If you had not taken their alternate routing you described, you would have been stuck until Monday, or possibly waited around the airport all day Saturday and Sunday for standbys.

If there is a "schedule irregularity" delay, namely a delay not ouside the airline's control, the usual procedure is to put you up in the hotel, give you a meal or two, and book you on the next available flight, and they might include the requirement that you be there and stand by for every flight in between.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[CarolA]

I am not sure what to suggest.

Did you by any chance get the names of the people in Orlando? Also, what was the reason for the delay? The rules vary based on weather or mechancial.
I have heard of them doing this bus thing before. I agree I would not be happy.


I would probably write a letter to USAir's Customer Service department and explain that (A) a two day delay was not acceptable and (B) if you wanted to take a bus you would have taken one! Then ask for a refund. (The worst that can happen is they say no!) Be sure to include the ticket information for ALL members of your party.

For future reference... when they start this tell them you want them to check ALL other airlines. I have a feeling that Delta could have gotten you to Little Rock for example. The airlines don't want to re-book you on another carrier since it costs them money (They pay a flat fee per rebooking which could easily be more then your discounted fare). I have been known to call other airlines, find out what was availalbe and go back to the counter and say I want XXX.

 

[DemoBri1]

If you're friends with a lawyer, you might want to pass this situation by them and see what they think. Legally I have no expertise in these cases, so I don't know what leg you have to stand on in this situation.

I agree with Carol, though. Next time you're faced with this situation, search out other airlines, find a flight, and then go back to them and say airline XX will get me to Little Rock, get me on this flight.

 

[Hillbeans]

If I paid $500 per flight, i'd be so disappointed also. You have every right to be upset, however I do agree that you can't do anything about something mechanical/act of god related.

That being said, I do think you have been given "the runaround" by the airline and I can't even imagine how you managed to do all of this traveling with two small children.

Unfortunately where you're flying out of, it doesn't sound like the other airlines really fly in there. I hope you do write a letter, they should know what happened. Try to find out a name of someone in management instead of just writing "to whom it may concern"

 

[CarolA]

Actually the airline is required to do MORE for mechancial then weather. That is why I asked what caused the delay. That may make a difference.

Little Rock is not that small, I know Delta and American fly several flights a day in there and it does not sound like the OP was offered any of those options!

 

[disneyfanforever]

Thanks everyone for your replies. The Orlando staff did tell us that there were no other available flights on any other airlines into Little Rock either until Monday not just US Air. Considering Delta, Southwest, Northwest and American all fly into Little Rock, it seems hard to believe there wasn't even one but it was a busy time that week.

I do feel like I have been given the runaround. When I talked to staff at the airports they told me that I would have to call the Customer Service line or write to them upon return. When I talked to Customer Service they tell me all free vouchers and refunds can only be handled at the airports. I don't know what to believe. This is the first time I have ever had to deal with an airline so I don't just don't know who is telling me the truth.

Thanks CarolA for saying if I wanted to take a bus, I would have taken one. That is my feeling exactly. My kids are good at heart but not always the best behaved being 6 and now 3 year old boys. That where I just don't see having to take a bus from Memphis to Little Rock was comparable transportation.

Also, they did give us meal vouchers for dinner in Charlotte. But after arriving so late and finally getting to the hotel around 10:30(we had to wait for shuttles to return since so many passengers were stranded and put up in the same hotel) , we were told that wait times for food would be 1-2 hours. My kids needed to go to sleep because we had to be at the airport by 6:30 the next morning. So the vouchers did us no good.

It was just such a negative experience that it just seems more could have been done and no one wants to really do anything about it saying other staff should have or would handle it.

 

[disneyfanforever]

Oh, I forgot to mention we were never told what the cause of the delay was so I don't know whether it was due to weather or mechanical. I did overhear someone saying that we were going to be on a different aircraft that originally planned if that helps out any.

You guys are so nice listening to me. These boards are just great.

 

[CarolA]

It sounds mechanical if they changed planes.

I just can't imagine that ALL flights into Little Rock for two days were full. I think they gave you this because they thought that you did not fly a lot and they could get away with it.

I wish I had a Customer service name for you. (I kept thinking there was a USAir contact on the boards and then I remembered it was Beverly Lynn who passed away so that is not much help!)

 

[safetymom]

Another thing to try when in a situation like that is not to deal with the gate agent but call the reservation line of the airline. They can sometimes do more for you than the gate agent can. You also will probably get dealt with faster because you are not standing in line with all the other folks at the airport looking for the next flight out.

 

[disneyfanforever]

Thanks everyone for all your help and suggestions. We did receive the $100 vouchers in the mail today so I guess I am just going to have to be satisfied with that. I still wonder if I should write to US Air or to the Dept of Transportation. Or maybe it is just time to let it go. Thanks

 

[pumpkinboy]

Originally posted by disneyfanforever
Thanks everyone for all your help and suggestions. We did receive the $100 vouchers in the mail today so I guess I am just going to have to be satisfied with that. I still wonder if I should write to US Air or to the Dept of Transportation. Or maybe it is just time to let it go. Thanks

write to one and CC the other. It can't hurt.
So is anyone surprised that USAir is on the brink of bankruptcy> Not me.

 

[safetymom]

I would write your letter to be informational but not demanding anything. US Airways is usually very good with customer service.

The front line people at USAirways are the best. They aren't the only airline that is having problems and it isn't because of customer service issues.

 

[2infinityandbeyond]

Do a Google or Yahoo search on "rule 240". Rule 240 spells out the airline's obligations when flights are delayed or cancelled. I'm pretty sure it applies to non-weather related situations only.

 

[CarolA]

I would write the letter and ask why you were not given the option of being rebooked on another airline. I think that is where they really messed up.

My feeling is that they knew your group was not frequent flyers and took advantage of you. A two day delay is NOT acceptable. They can bump someone off the next plane and put you on it.

 

[justhat]

Last year we were stranded in Orlando after our flight into DC (Reagan National) was cancelled due to the blizzard over President's Weekend. Our original flight was supposed to leave Monday, 2/17 and we could not get on a flight until Thursday, 2/20. I know that it's weather related so nothing they can really do, but my point is just that all the flights into DC were full for 3 days, and since it's a larger airport than Little Rock I guess it's possible all the flights into Little Rock were full. We were not even given the option of being flown into Baltimore or Dulles and driven to National so I guess I would be satisfied with your arrangement if it were me. And we called several times everyday to get on an earlier flight since we had to pay for 3 extra nights at the hotel. Luckily ASMu extended our discounted rate for us and we had APs so no ticket expenses, but even so, all the extra for hotel and food wasn't planned for in out budget. We also asked about other airlines and were told they were all booked till Thursday morning (our flight was Thursday night) and we'd have to connect so we just took the direct flight later that night.

 

[CarolA]

Actually I can understand it more for weather. That effects EVERY flight and EVERY airline and to "bump" people for weather is lot harder. I travel all the time and it is rare that EVERY flight into a place like Little Rock would be full. Yes, they probably would have to reroute the OP thru Dallas or Atlanta, but... I don't get the feeling they tried at all.

 

[Dizzyworld]

We had a problem with USAir where they "gave" our plane away, then they couldn't remove the excess fuel off the plane they gave us, plus we had lots of other problems after that which resulted in a 9 hour delay. It was a holiday weekend (Sat.) and they said "they were booked until Tues.....good luck." We got the last seats available on the last flight of the day only by calling the airline instead of waiting in a line at the airport.

Anyway, if you haven't already done this, go to their web site, hit Travel Policies, hit Terms of Transportation, then hit highlighted "Entire USAirways Term of Transportation." You might see what you should be allowed to get for your troubles or what they failed to provided. We found after our adventure they should have given us about 75% more than what they gave us.
Luckily, I have only had one problem in my years of flying.

I know how frustrating this can be, I wish you good luck.

 

[roliepolieoliefan]

At least they arranged for accomodations and alternative travel for you. In 2002, my DH and I were returning from Jamaica through Charlotte to Pittsburgh. Our flight was late leaving Jamaica, so we were going to miss our connection in Charlotte. We were originally told there would be a flight out for us that night. Well in flight the flight attendant announced, unless WE could arrange other transportation, we would be spending the night in Charlotte, and BTW all the hotel room are booked near the airport because of the ice storm they had 2 days earlier. So needless to say, the counter people in Charlotte were useless and part of the most ignorant group of people I've ever encountered. I had to find my own hotel room by calling around myself. As well as everyone else on the plane. When we got to the hotel, the front desk guy told me USAir always has ablock of rooms reserved in case flights are delayed as in our case. But the representitive from USEless air called to cancel the rooms about 2 hours prior, about the time we were in flight. We did get a flight out the next day. But what a bunch of incompetents. I sympathize with you. BTW, we got vouchers. But you're right big deal, and I did complain also when we got back.

 

[PennConn]

"I kept thinking there was a USAir contact on the boards and then I remembered it was Beverly Lynn who passed away so that is not much help!"

What happened to Beverly Lynn? Was she sick, or did she have an accident?