US Air... is this dishonest do I expect too much?

[jrogers345]

The day after we return from WDW in about 10 days, my DF was scheduled to fly into New Orleans for a business conference. Needless to say, it was cancelled and moved to a different city.

We called US Air and told them we needed to switch destinations (the price for the new flight was actually about $20 cheaper than the NOLA flight). They told us that there was a $100 change/cancellation fee! The airport is not open, and probably wouldn't be in 10 days, so even if we wanted to, US Air could not fly us into NOLA. The only option they gave was they would allow us to rebook to NOLA within 6 months with no penalty, otherwise it's $100.00 to change.

Is this kind of smarmy on the part of US Air, or am I being unreasonable? I honestly thought they were joking when they said there would be a cancellation fee!

I e-mailed the company (through their website), but no one has responded. I'll give them a few more days, thinking maybe after the weekend someone may respond. There were one or two occasions in the past where I had to reschedule flights, and the other airlines were more than accomodating - no additonal fees, which is why I was so surprised at US Air. This is a disaster and the airport is closed, it's not like I'm being fickle.

What do you think? Who is unreasonable... US Air or me?

My boss had a conference in NO and had a flight on US Air. He just cancelled it yesterday and is getting a refund and no cancellation/penalty fees.
They wanted him to wait for refund til Oct.30 which was when he would of flown, but he told them no - wanted it now. Was no chance he would be going to New Orleans. Conference has already been moved to Las Vegas.

So I would make some more calls to US Air.

 

[rayelias]

Just received a letter in the mail in response to an e-mail I sent to US Air a little over a week ago...

"I am sorry you are unable to travel to New Orleans with us as planned and understand your concern abot the fee to change your non-refundable tickets. We try to accommodate the iterary change for a nominal change fee, plus any additonal fare which may apply. However, due to the severe weather condititions affecting the airport, US Airways is allowing passengers traveling to or from New Orleans to change their flights. YOu can rebook your travel for up to one year for New Orleans ONLY and have your ticket reissued by October 31, 2005 and your travel must commence within one year from original date of ticket issuance."

The next paragraph goes on to explain that the "modest" change fee (which is $100.00 - roughly 60% of the cost of the round-trip flight) is reasonable due to the "considerable administration costs" of changing the ticket.

THEN, they have the cohones to close the letter by saying, "We look forward to welcoming you aboard another flight soon." What?!? Yeah, you rip me off and you look forward to having me continue as a customer?!?

Oh, and of course, NO mention of how to contact them in case I have any questions.

I am glad that others have had better results, but I am STEAMING!

So, several more phone calls have been made to the rebate phone # and several more times I've been disconnected.

 

[CarolA]

I don't blame you for being furious.

Sorry USAir this is just plane TACKY.

Have you tried going to www.flyertalk.com They have a USAir board there. Maybe someone has suggestions.

At this stage my suggestion would be to wait until Monday morning and then call USAir Corporate and ask for the office of the President!!!!

 

[Brian Noble]

It is tacky. Even NWA (not normally known for waiving fees) is rebooking pax from 8/28 through 10/31 to other cities for fare differences only, no fees.

 

[Gillian]

I'm sorry to hear USAir is giving you problems! I know they are losing money, but you'd think they'd try to give good customer service.

At this point, are you just trying to cancel for a refund? And book something else instead? That seems easier than trying to change the ticket.

Hope you get some answers soon!

 

[Obi-Wan Pinobi]

Dreamer04 quoted this from the usair.com website (please note the areas I bolded) --

Due to the aftermath of Hurricane Katrina, US Airways will allow passengers with tickets issued on/before August 24, 2005 to or from New Orleans with scheduled travel dates from August 27 to October 31, 2005 to change their flight dates. US Airways will waive the standard change fee, advance reservation and/or ticketing requirements. Customers whose flights have canceled may elect to receive a refund in lieu of rescheduling.

Ticketed passengers traveling to / from New Orleans can rebook their travel for up to one year. Originating and destination cities can be changed.

You must rebook your reservation and have your tickets reissued by October 31, 2005. Your trip must begin within one year of the original date of ticket issue.

When you are ready to travel, call US Airways Reservations at 1-800-428-4322 with your ticket number to reschedule. We will continue to assess conditions in New Orleans and update this policy as necessary.

Unless things changed, it sounds like your tickets to New Orleans should be able to be changed with no penalty. Call again and ask for a supervisor, or maybe try going to your local airport and talk to someone in person there. Yeah, the last will be a hassle, but you might get better results with someone in person.

ETA: a link to the page on US Air's website with the info above.

 

[ducklite]

I think we should blame the Wright Brothers. After all, you wouldn't have this problem if it wasn't for them.

Anne

 

[jrogers345]

How did you book these tickets? Directly through US Air, TA, one of the online services like Orbitz? Now Orbitz says.....

Hurricane Katrina: Assistance for Orbitz Travelers

"Orbitz is offering relief to travelers who must cancel or change their travel plans due to Hurricane Katrina. Orbitz will waive all of our fees, and we will act as your advocate to negotiate with airlines, hotels and cruise lines to waive their cancellation or change penalties."

Now US Airways says on it's website that ...l "Due to the aftermath of Hurricane Katrina, US Airways will allow passengers with tickets issued on/before August 24, 2005 to or from New Orleans with scheduled travel dates from August 27 to November 8, 2005 to change their flight dates. US Airways will waive the standard change fee, advance reservation and/or ticketing requirements. Customers whose flights have canceled may elect to receive a refund in lieu of rescheduling."
I would also try this #1-800-428-4322. and let them transfer you to someone in refundl... explain how for days you haven't been able to get thru.... Funny, my boss called yesterday to cancel us air and had no problem getting thru. I don't know what number he called.

Just received a letter in the mail in response to an e-mail I sent to US Air a little over a week ago...

"I am sorry you are unable to travel to New Orleans with us as planned and understand your concern abot the fee to change your non-refundable tickets. We try to accommodate the iterary change for a nominal change fee, plus any additonal fare which may apply. However, due to the severe weather condititions affecting the airport, US Airways is allowing passengers traveling to or from New Orleans to change their flights. YOu can rebook your travel for up to one year for New Orleans ONLY and have your ticket reissued by October 31, 2005 and your travel must commence within one year from original date of ticket issuance."

The next paragraph goes on to explain that the "modest" change fee (which is $100.00 - roughly 60% of the cost of the round-trip flight) is reasonable due to the "considerable administration costs" of changing the ticket.

THEN, they have the cohones to close the letter by saying, "We look forward to welcoming you aboard another flight soon." What?!? Yeah, you rip me off and you look forward to having me continue as a customer?!?

Oh, and of course, NO mention of how to contact them in case I have any questions.

I am glad that others have had better results, but I am STEAMING!

So, several more phone calls have been made to the rebate phone # and several more times I've been disconnected.