US Airways Question...

[metsno1]

I'm so irritated!!

And I know it's unfair for me to be upset because we knew what we were buying when we made the purchase, but anyway, I wanted some thoughts on what other people would do in this situation.

On the return leg of our trip to CSR from Sept. 18-28 (feeling better just saying that.....), we had purchased tickets to stop in NC to attend a family wedding that weekend. We "finish" our flight on the 30th. Bottom line is that the arrangements involved a bunch of different flights, lots of juggling, and about $500 extra expense compared to a simple non-stop from MCO to home.

Anyway........and you probably guessed it..........our niece made a wise decision and called off the wedding! So now, we are "stuck" with a whole travelling mess with no wedding to attend, nobody to help us with transportation, etc. in NC, and essentially a "not so good situation!"

Of course, we put in the obligatory phone call to US Airways to try and make some changes, and were kindly informed that they would be happy to give us credit toward other flights for a one time low low low fee of $400!!! We can purchase direct, non-stop flights from MCO to home for $337.00!
And of course, they won't apply the "lost" $463 to the penalty fee. We just lose that and still have to pay another $400. So for the privilege of purchasing $337.00 worth of tickets, they would be happy to charge us $737.00 (yeah, we know, we'd just buy the other tickets separately of course....)

So what would you do:

Just suck it up and buy the non-stop flight for another $337 and just lose the other tickets (without cancelling so they can't resell my seats unless it's on standby-just cuz I'm ticked)?

Make our niece and her ex pick us up at the airport and entertain our two DD's (9and 7) for the entire weekend while we just go to the beach and lay around, and then just use the original flights?

Buy the non-stop tix, cancel the original flights, and if we need to use the credit within the year, just pay the $400 to get the original $800 worth of tickets?

Third option seems wisest, I suppose......what do you think? Has anybody ever had any luck getting US Air to show any mercy???

Thx for letting me vent.........

 

[ntsammy5]

I hate US Air. I've travelled through Charlotte and Philadelphia quite a few times recently, and they've cancelled at least 4 flights and had me on the runway for hours. On two of the cancelled flights, they re booked me at additional cost of hundreds of dollars. I refuse to fly US anymore and will drive if I have no other choice!

 

[theparsons]

I'm so irritated!!

And I know it's unfair for me to be upset because we knew what we were buying when we made the purchase, but anyway, I wanted some thoughts on what other people would do in this situation.

On the return leg of our trip to CSR from Sept. 18-28 (feeling better just saying that.....), we had purchased tickets to stop in NC to attend a family wedding that weekend. We "finish" our flight on the 30th. Bottom line is that the arrangements involved a bunch of different flights, lots of juggling, and about $500 extra expense compared to a simple non-stop from MCO to home.

Anyway........and you probably guessed it..........our niece made a wise decision and called off the wedding! So now, we are "stuck" with a whole travelling mess with no wedding to attend, nobody to help us with transportation, etc. in NC, and essentially a "not so good situation!"

Of course, we put in the obligatory phone call to US Airways to try and make some changes, and were kindly informed that they would be happy to give us credit toward other flights for a one time low low low fee of $400!!! We can purchase direct, non-stop flights from MCO to home for $337.00!
And of course, they won't apply the "lost" $463 to the penalty fee. We just lose that and still have to pay another $400. So for the privilege of purchasing $337.00 worth of tickets, they would be happy to charge us $737.00 (yeah, we know, we'd just buy the other tickets separately of course....)

So what would you do:

Just suck it up and buy the non-stop flight for another $337 and just lose the other tickets (without cancelling so they can't resell my seats unless it's on standby-just cuz I'm ticked)?

Make our niece and her ex pick us up at the airport and entertain our two DD's (9and 7) for the entire weekend while we just go to the beach and lay around, and then just use the original flights?

Buy the non-stop tix, cancel the original flights, and if we need to use the credit within the year, just pay the $400 to get the original $800 worth of tickets?

Third option seems wisest, I suppose......what do you think? Has anybody ever had any luck getting US Air to show any mercy???

Thx for letting me vent.........

Ok, I love the idea of making niece and ex babysit the kids.....but realistly, ummm, probably not a wise choice, lol.

Is niece the ONLY family there? If not, maybe rent a car...weekend rates can be pretty low, go visit other family, force them to let you spend the night and try to make a short visit pleasant. The kids would probably like the beach too. It's better than losing money, right?

I'm making notes about the various airlines as I gear up to choose one for our trip in January (DH uses SW exclusively but their non-assigned seating worries me). I'll chalk a big nasty black mark against US Air for you.

When life gives us airlines orrr....lemons.......make lemonade!

 

[septbaby]

Number one if you use an Amex card to pay for the tickets I'd call them to see if they can "talk" to USAir. May not get you anywhere, but they have never disappointed me in 20yrs of dispute resolution. USAir is holding you to the letter of the "contract". If any of are USAir Dividend miles members and have been for a while I'd use that angle to push them.

The real request you have for USAir is to change the date on the final leg of your trip to the 28th. That should only cost you the $400 change fee, this far out I can't imagine that the fares have increased such that they are tacking on additional fees. How much will it cost you to stay in NC? Two nights hotel? Rental car? meals and entertainment for 4? If that number is really close to $400 you might just pay the fee and go home if you really don't want the extended time in NC. Once home I'd write the most scathing letter or e-mail to USAir letting them know how wrong you feel this is and how you will never fly them again. Explain to them that this is how they lose customers and why they have struggled financially. They missed an opportunity to earn a customer for life, instead they've got an enemy. Hopefully they will either refund your change fee or more likely provide some sort of voucher. Worst case scenario they stand pat and you'll be out that money, ouch.

You can always keep searching to see if you can get flights form FL home on another carrier for under $100pp.

 

[DebbieB]

My experience with US is they will stand firm on the $100 change fee.

 

[dizchick]

I actually love US Air and have had good luck in the past getting some change fees waived or reduced. Your situation sounds very frustrating! I was once able to get them to reduce the change fee from $100 to $50 b/c I had a last minute job interview I needed to attend. So, there are special circumstances where they will reduce it...you just have to talk to the right person. I actually kept calling customer service until I got someone who sounded "nice", then I explained my situation to them. Good luck on getting this resolved...keep us posted.

 

[safetymom]

On non refundable tickets you are left with a change fee. That is the way that most airlines operate.

 

[metsno1]

First, thanks for all of the replies everyone!

It looks like we're taking the "make lemonade from lemons" approach! Bottom line is that our niece has offered to babysit the girls the first night we're there, so DW and I will head out to a really really great seafood place in New Bern that evening. We'll stay at her Dad's house (my BIL). Then the next day, we're just gonna steal her car, her boogie boards, her towels, her cooler, her suntan lotion, and head over to the beach!!

Definitely should be lots of fun!

But I'm still gonna write that letter to US Air after we return. I agree with the sentiment that here they were, more than 30 days away from the scheduled flights, with the opportunity to gain loyal customers for life (and we absolutely WOULD have been, too-that's how I work). And instead, they have someone who will NEVER fly them again, simply because they chose to take a route that holds a customer to the letter of the terms they dictated. Hey, it's well within their rights. But it's just plain bad business.

Thanks again for all the replies!

Any suggestions for what to do with the kids in the New Bern/Wilmington/Jacksonville area besides the beach??????

 

[septbaby]

On non refundable tickets you are left with a change fee. That is the way that most airlines operate.

Yes, but USAir doesn't HAVE to charge the full $100 in this case. $400 for a family is a huge penalty. Keep in mind this family originally bought more expensive tickets due to the wedding. He wasn't looking for a refund, just some help changing plans. USAir could have collected $200 and this family would continue to fly them. There should have been a process in place to push this situation up the chain to get the "right" response.

My mother once flew Airtran from Philly to Pitts. Airtran cancelled her return and basically told her she was on her own to get home. USAir took care of her. Now she rarely flies anyone else.

 

[safetymom]

I know that is a hit to the family but that is the terms she agreed to when she bought the tickets.

I could see the confusion at the airport if they dealt with everyone on a case by case basis. If you didn't like what they offered how long would you stand there trying to get them to change.

The public demanded lower fares and they got them but it came at a price. You can't have it both ways. That is why there is refundable and non refundable tickets. You have to decide if you want to take the risk.

Everyone now and then states they won't fly a certain airline but I can pretty much bet that some will fly that airline again if the price is right.

 

[safetymom]

septbaby, if your mother sticks with US Airways she will be burned eventually. Many many preferred frequent flyers are leaving US because of their attitude and policies.

 

[safetymom]

http://www.elliott.org/archives/2007/08/thats_not_the_s.php

Check out how another airline rep feels when customers complain.

 

[seashoreCM]

Don't go ranting at the poor airline. Your niece owes you one (or two or three or four). I would say, enjoy that weekend in that city. Your niece orta' extend some hospitality. After all, she should want to stay on your good side as part of planning for her real wedding yet to come.

Or you can try to stand by for an earlier flight (last leg) home. Just do this quietly and casually. The airline might just oblige.

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

 

[metsno1]

Don't go ranting at the poor airline. Your niece owes you one (or two or three or four). I would say, enjoy that weekend in that city. Your niece orta' extend some hospitality. After all, she should want to stay on your good side as part of planning for her real wedding yet to come.

Or you can try to stand by for an earlier flight (last leg) home. Just do this quietly and casually. The airline might just oblige.

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

Oh, I have no plans to rant
to the poor airline (you're not serious there, are you??? ).

But I do intend to alert them to the fact that they had an opportunity to provide excellent customer service, and instead chose to stick to the letter of their service contract, which, IMO, imposed an overly severe penalty on my family in this particular case.

Again, this isn't about what's within the airlines "rights." I fully recognize, as one poster mentioned, that we purchased non-refundable, non-transferable, non-negotiable, don't care if you're dead, we still want you on that plane, tickets. I get that. I guess I just think that, more than a month prior to the flight, someone at that airline ought to recognize an opportunity to make a good business decision. Heck, I wanted to trade $800 worth of resealable tickets for $400 worth of "other" seats on the same day as we had originally planned to depart Orlando (or the next day or the next day-their choice!!).

But hey, like I said, it looks like we're off to the beach.....and we'll definitely make the most of it!! Late September water temps in the Carolina's should still be nice and warm!

 

[metsno1]

I know that is a hit to the family but that is the terms she agreed to when she bought the tickets.

I could see the confusion at the airport if they dealt with everyone on a case by case basis. If you didn't like what they offered how long would you stand there trying to get them to change.

The public demanded lower fares and they got them but it came at a price. You can't have it both ways. That is why there is refundable and non refundable tickets. You have to decide if you want to take the risk.

Everyone now and then states they won't fly a certain airline but I can pretty much bet that some will fly that airline again if the price is right.

I completely agree with the fact that airlines have the right to set their own business standards and policies, and when we purchase tickets from them, we know what we're getting into. That being said, it appears that US Air's policies in this regard are significantly more harsh and unbending than many other airlines (SW in particular), and I think that they need to know it has likely cost them a customer in the future.

I definitely don't fall into the category of those "some" that you mentioned that will fly them again if they save me a few bucks. If they choose "letter of the policy" tactics over providing excellent service, then I have no reason to use them in the future. There's too much competition for my transportation dollars to accept anything less than great service (if there is such a thing in the airline industry!! ).

http://www.elliott.org/archives/2007/08/thats_not_the_s.php

Check out how another airline rep feels when customers complain.

Wow....that's quite an email.

And you know what, I think it's probably pretty indicative of what most execs in these large transportation companies feel. He's not alone in his "let him tell the world how awful we are" approach.

 

[PhillipV]

The lesson you've learned is far greater the the amount of money you'll lose. I've been there... I know your frustration. Just remember where "not" to book flights in the future.

(By the way... U.S.A.I.R. is an acronym for "Shut up and bend over")

Enjoy you vacation!!

 

[metsno1]

Just for kicks, I thought I'd show you the letter I sent to US Airways Customer Relations division. I was reading elliot.org, and Chris suggested I copy in the director of CR, someone at the DOT, and Chris himself. I don't have much hope that anything will change, but you don't get anywhere by not asking, right????



Good Evening,

Thank you for providing a forum for directly contacting customer relations. It's often difficult to find a direct email on other airlines, and I was pleased to see that US Airways is easy to contact!

This is not a complaint letter. It is, however, a request for help that has been turned down by customer service on the phone.

My family and I currently have tickets to fly out of Orlando, Florida on September 28. Our confirmation number is: XXXXXX. We did purchase non-refundable, non-transferable tickets, and were fully aware of the implications of having done so.

Our itinerary is somewhat complicated, as it involves flying from Orlando to Charlotte, then Charlotte to Jacksonville, NC on the 28th, and then from New Bern, NC to Charlotte, and on to Buffalo, NY on the 30th. Our cost for these flights was a total of $800.40. We had planned this particular itinerary in order to attend a family wedding on the back end of a trip to Florida.

Unfortunately, the wedding was rather abruptly canceled about a week ago, leaving us with no good reason to fly to North Carolina, and added expenses for hotel costs/meals/etc. that we would really rather avoid. Our hope was to be able to make a simple change to our reservations. There is a flight from Orlando to Buffalo on the 28th of September that is available online for $98/person. We would very much like to be able to exchange our $800 worth of re-salable tickets for those ~$400 tickets. We have no expectations of any sort of a refund. We would gladly make an even exchange to suit our travel plans more effectively. When we contacted customer service by phone, we were told that they would be happy to make that exchange for us, but would only do so if we actually paid an additional $400 in penalty fees, per the terms of our tickets. Obviously, that doesn't make any sense for us when we can purchase a non-stop flight on AirTran for less than $400.

We understand that this is what we agreed to when we purchased the tickets. We also understand that US Airways has an opportunity to gain a customer for life by accommodating our needs rather than holding us to the letter of the policy. Is there any possible way that we could exchange our existing tickets for both Sept. 28 and Sept. 30 for 4 seats on US Airways flight 1946/844 from Orlando to Charlotte to Buffalo, and apply the remaining "credit" toward the penalty fees that we would incur for making the changes? If there is a remaining difference of under $100, would gladly pay that expense out of pocket at this time.

Thank you so much for your assistance and consideration.

Sincerely,

 

[metsno1]

I have to say that I'm still in a little state of shock here!!

I emailed US Airways the other night with the message above, and here's the response I got:

Dear Mr. Howard,
Thank you for visiting usairways.com.
As a customer service we will waive the $100.00 per person change fee. If there is a difference in fare, you will be responsible for that difference. Please contact an agent at 800 428 4322 for assistance in making the change to the ticket.

We know that you have many choices when it comes to traveling these days and we would like to say thank you for choosing US Airways!

Sincerely,
Donna E.
Internet Support Specialist
US Airways


HOLY COW!!! They actually did it!

And then to top it all off, there were no restrictions whatsoever on how I could use the credit!!

So we called Disney and were able to add two more nights to our package at CSR, and were able to extend the free dining to include those nights too!!!

And then we booked a late evening direct flight back home to Buffalo!!!

WOW wow wee wow......

Thanks to Chris Elliott of Elliott.org for the great advice and contact info on his very helpful website!!

And thanks to US Airways for bending a policy in a sensible manner. They have gained a loyal customer!!

 

[tiki23]

That's awesome!

Have fun on your extended trip to The World!