US Airways

[iluvtot]

Hi there,
Need some help please
I have been having real fun and games with US Airways.
Firstly I booked our flights, and they seated us all separately, then when I phoned they said they had seated us together,but they hadn't (3 times!!!)
Then I emailed to complain, and they said they had seated us together, gave no's and said we would receive a confirmation email, but we didn't. Then when I rang again, I was told there was a well known bug on the seating plan, and they couldn't access it, oh and I'd noticed they had spelt my name wrong, so mentioned that, they said they'd ammended it and I would receive confirmation.....
Still no confirmation 6 days later.....but she also said that if we check in online (like we usually do) then we will have to stick with the seats they have given us, and won't be able to change them at the airport; so we have to get there even earlier to book in at Gatwick to get seated together!!!
Does anyone know if this is right as at the moment I have no faith in US Airways at all!!!!(bearing in mind last year we did book in online, and then when we got to Gatwick, we weren't on their records, and it was only that I had printed off our boarding passes and had proof, otherwise I don't know what would've happened!)

Jules x

 

[stephensmum]

Can't help i'm afraid, but hope you get it sorted soon. this sort of thing really upsets me. Good luck.

 

[2Tiggies]

I would phone back and insist that they email confirmation of the changes. If the bug in the system is so "well known", why have they not sorted it out. They do daily flights out of the UK from a few airports - this must be affecting quite a number of people.

I really don't know what to say except that I would want it sorted out and I think you may need to put the pressure on now - and turn it up a few notches. It really is unacceptable.

You may do well to keep an eye on it on a regular basis, even when they do sort it out.

 

[Princess Clayre]

Hi there,

Do you have your US airways booking locator? If so many airlines have facilities on there website to recall your booking regardless of how you booked. I think this is the correct link....

http://reservations.usairways.com/Default.aspx

This way you can see your current seats and names. If it was just a minor spelling error they may leave the reservation as it is and just make a note in the booking. I work in business travel and this is quite common if it is just 1 letter out.

With regards to the seats; Most airlines have so many seats available for pre-booking and then a further allocation for online/airport check in. If it is that they do not have seats together at the moment don't panic as there may be some nearer the time. The online check-in is definitely a good idea.

EDIT: Sorry just noticed the comment about online check in seats. It might be an idea to take out the seat numbers in advance of online check in if they are completely unacceptable.

I hope this helps
Clayre

 

[iluvtot]

Hi there,

Do you have your US airways booking locator? If so many airlines have facilities on there website to recall your booking regardless of how you booked. I think this is the correct link....

http://reservations.usairways.com/Default.aspx

This way you can see your current seats and names. If it was just a minor spelling error they may leave the reservation as it is and just make a note in the booking. I work in business travel and this is quite common if it is just 1 letter out.

With regards to the seats; Most airlines have so many seats available for pre-booking and then a further allocation for online/airport check in. If it is that they do not have seats together at the moment don't panic as there may be some nearer the time. The online check-in is definitely a good idea.

EDIT: Sorry just noticed the comment about online check in seats. It might be an idea to take out the seat numbers in advance of online check in if they are completely unacceptable.

I hope this helps
Clayre

Hi Clayre,
Thankyou. This is the link I have been using to try and check what is going on! I have just checked again. They haven't changed my name! My nickname is Jules, but my passport shows Julie. I was worried it may cause a problem at the airport. Anyway, the booking is still showing as Jules. Also, all of us except one DD now have no seat no's showing!!
I have sent a strong email, don't know what response I will get
So if I get nowhere, then I should just book in online, deleting the seat no's (which won't be too hard atm!!), and then what sort of time should we get to the airport? The plane is due to leave at 9.40am, and we usually get there about 3 hours before.
Thanks for your help!

Jules x

 

[iluvtot]

I would phone back and insist that they email confirmation of the changes. If the bug in the system is so "well known", why have they not sorted it out. They do daily flights out of the UK from a few airports - this must be affecting quite a number of people.

I really don't know what to say except that I would want it sorted out and I think you may need to put the pressure on now - and turn it up a few notches. It really is unacceptable.

You may do well to keep an eye on it on a regular basis, even when they do sort it out.

Hi 2Tiggies
I have emailed very strongly. The trouble with phoning is the communication! Everyone so far have hed very strong accents!! They have all been really nice, but I have struggled to understand them, and them me!
I don't know if that is why they say they have sorted it, and then they haven't!!!
Anyway, will wait and see. We still have 9 weeks, so am not stressing too much.....yet!
My main problem at the moment is I have got the suitcases down, and they weigh 5 kilos each!
I am trying to convince DH that we really need new lighter cases, and it's because I'm thinking of his back!!

Jules x

Jules

 

[iluvtot]

Can't help i'm afraid, but hope you get it sorted soon. this sort of thing really upsets me. Good luck.

Thankyou!

Jules x

 

[Princess Clayre]

Hi Clayre,
Thankyou. This is the link I have been using to try and check what is going on! I have just checked again. They haven't changed my name! My nickname is Jules, but my passport shows Julie. I was worried it may cause a problem at the airport. Anyway, the booking is still showing as Jules. Also, all of us except one DD now have no seat no's showing!!
I have sent a strong email, don't know what response I will get
So if I get nowhere, then I should just book in online, deleting the seat no's (which won't be too hard atm!!), and then what sort of time should we get to the airport? The plane is due to leave at 9.40am, and we usually get there about 3 hours before.
Thanks for your help!

Jules x

I would get the seats numbers taken out before you check in online so as you have the option to choose new ones. I think you can only then complete online check in by allocating seats. How many are in your party? Just checking in case there are 6 of you and then getting seats together becomes trickier. 3 hours before is fine.

Make sure they confirm that they are aware that your name on your passport is Julie and if you feel happier keeping asking for a re-issued eticket. It's only laziness that airlines don't do it!

Hopefully your email will help as it's always nicer to get things sorted in advance.
Clayre

 

[2Tiggies]

Hi 2Tiggies
I have emailed very strongly. The trouble with phoning is the communication! Everyone so far have hed very strong accents!! They have all been really nice, but I have struggled to understand them, and them me!
I don't know if that is why they say they have sorted it, and then they haven't!!!
Anyway, will wait and see. We still have 9 weeks, so am not stressing too much.....yet!
My main problem at the moment is I have got the suitcases down, and they weigh 5 kilos each!
I am trying to convince DH that we really need new lighter cases, and it's because I'm thinking of his back!!

Jules x

Jules

Hopefully they will get back to you, and soon at that.

On the suitcases, I would definitely go for lighter. My ex DH had one of those big expensive and very heavy cases and by the second trip we did after we got married I explained firmly that his "coffin" was not to be used if I was travelling with him (I really needed his extra weight allowance in case of emergency shopping ).

What kind of luggage allowance do you have for this flight? Or is it just a question of practicality?

 

[taylor3297]

My neighbor that lives across the street from me works for US Air as a ticket agent and gate agent. She said that if you aren't getting anywhere via the phone to go in person if possible. I explained about the heavy accents and she said you are probably talking to the agents in Charlotte, where yes there are heavy southern accents. So again she said if at all possible go in person, with copies of everything you have and notes of previous phone conversations.

I hope this helps.

Oh one last thing, she didn't recommend sending emails. People on the phone and in person are harder to ignore.

 

[Princess Clayre]

Are you on the Gatwick - Charlotte flight 23rd August (trying to work out from your ticker) ? I've had a look at the seat map on the website and the most seats that are together are 2. Those are 10E.D and 15E.D and 25E.D.

If your on the one that then goes onto Orlando landing 6.11 pm that's where the bug in the system seems to be . I could only call up a map by using the same flight below. That's very bad design on US airs part.

 

[iluvtot]

Are you on the Gatwick - Charlotte flight 23rd August (trying to work out from your ticker) ? I've had a look at the seat map on the website and the most seats that are together are 2. Those are 10E.D and 15E.D and 25E.D.

If your on the one that then goes onto Orlando landing 6.11 pm that's where the bug in the system seems to be . I could only call up a map by using the same flight below. That's very bad design on US airs part.

Morning!

I didn't get a chance to get back yesterday, but thanks for your advise. We fly on the 22nd, so I'd better check my ticker is correct!! I have received this reply from USAirways:-

We apologize for the difficulties you have encountered. The experience
you described is certainly not characteristic of the superior service we
strive to provide. The importance of professionalism and efficiency is
continually stressed with our employees, as we realize the inconvenience
any mishandling can create for our customers.

We do see that an agent documented your reservation when they spoke with
you that your passport name is different than the name on your ticket.
They also noted that the airport would be changing this for you when you
checked in at the airport but did not advise you of that process. Due
to our communication error we have had your ticket name corrected and
your ticket has been exchanged.

The seat error is in the process of being corrected and we do apologize
for this issue that occurs on this type of flight routing. Due to the
inability for your to change the seats on our website, we are copying
each reservation from our system so that you can see the seats that are
assigned all together.

It seems USAirways are very generous with words, but not so with actions

The plane to Charlotte is supposed to be one with 2 seats either side and 4 in the middle, but that isn't showing on the seat map. This has been a problem since I booked the flights in late March. I can't belive I am the only customer with this query!

Btw, there are 5 of us. I have one DD who just couldn't cope with sitting with a stranger, especially for that length of time, and another who is OCD about where she sits, and who's on her right/left side (just to add to the mix!)

Jules x

I've just checked on Seat Guru, and the seats he has quoted aren't that good. Do you think it would be better to just go to the airport and get there earlier than the 3 hours, or still book in online, but delete the seats they have allocated us in the hope we can get better seats at the airport?

 

[iluvtot]

Hopefully they will get back to you, and soon at that.

On the suitcases, I would definitely go for lighter. My ex DH had one of those big expensive and very heavy cases and by the second trip we did after we got married I explained firmly that his "coffin" was not to be used if I was travelling with him (I really needed his extra weight allowance in case of emergency shopping ).

What kind of luggage allowance do you have for this flight? Or is it just a question of practicality?

'Coffin' Lol!! That gave me a giggle!
The luggage allowance is 23kg ( hence the 5kg case being an issue! Times by the 5 of us, that's another piece of shopping space!! )
We are lucky that our hand luggage limit is 18kg, but with 2 16 year old DD's, and a shopohalic mum..... you can see my dilema!

 

[iluvtot]

My neighbor that lives across the street from me works for US Air as a ticket agent and gate agent. She said that if you aren't getting anywhere via the phone to go in person if possible. I explained about the heavy accents and she said you are probably talking to the agents in Charlotte, where yes there are heavy southern accents. So again she said if at all possible go in person, with copies of everything you have and notes of previous phone conversations.

I hope this helps.

Oh one last thing, she didn't recommend sending emails. People on the phone and in person are harder to ignore.

Hi,
thanks for that piece of info I don't know where I could go to in person, but will try again on the phone!
Maybe if I keep on, they'll get so fed up with me, they will upgrade us just to shut me up!!!

Jules x

 

[2Tiggies]

Maybe if I keep on, they'll get so fed up with me, they will upgrade us just to shut me up!!!

Jules x

That sounds nice!

That's quite a generous hand luggage allowance! Best I have seen for economy.

 

[Princess Clayre]

Morning!

I didn't get a chance to get back yesterday, but thanks for your advise. We fly on the 22nd, so I'd better check my ticker is correct!! I have received this reply from USAirways:-

We apologize for the difficulties you have encountered. The experience
you described is certainly not characteristic of the superior service we
strive to provide. The importance of professionalism and efficiency is
continually stressed with our employees, as we realize the inconvenience
any mishandling can create for our customers.

We do see that an agent documented your reservation when they spoke with
you that your passport name is different than the name on your ticket.
They also noted that the airport would be changing this for you when you
checked in at the airport but did not advise you of that process. Due
to our communication error we have had your ticket name corrected and
your ticket has been exchanged.

The seat error is in the process of being corrected and we do apologize
for this issue that occurs on this type of flight routing. Due to the
inability for your to change the seats on our website, we are copying
each reservation from our system so that you can see the seats that are
assigned all together.

It seems USAirways are very generous with words, but not so with actions

The plane to Charlotte is supposed to be one with 2 seats either side and 4 in the middle, but that isn't showing on the seat map. This has been a problem since I booked the flights in late March. I can't belive I am the only customer with this query!

Btw, there are 5 of us. I have one DD who just couldn't cope with sitting with a stranger, especially for that length of time, and another who is OCD about where she sits, and who's on her right/left side (just to add to the mix!)

Jules x

I've just checked on Seat Guru, and the seats he has quoted aren't that good. Do you think it would be better to just go to the airport and get there earlier than the 3 hours, or still book in online, but delete the seats they have allocated us in the hope we can get better seats at the airport?

Hi there,
Sorry hectic Father's Day yesterday so didn't check back.

This responses sounds much more promising. If they have given you some seats together I would leave them in the booking and check in at the airport not online. That way you can check if there's anything better. 3 hours should still be plenty unless there's any sort of security alert nearer the time.

Clayre

p.s Whilst this has been bad customer service from US Air, most of the airlines are not much better. BA even charge you to pre-book seats now!

 

[iluvtot]

Hi there,
Sorry hectic Father's Day yesterday so didn't check back.

This responses sounds much more promising. If they have given you some seats together I would leave them in the booking and check in at the airport not online. That way you can check if there's anything better. 3 hours should still be plenty unless there's any sort of security alert nearer the time.

Clayre

p.s Whilst this has been bad customer service from US Air, most of the airlines are not much better. BA even charge you to pre-book seats now!

Hi,
Hope you had a nice Father's Day!
Thanks for that. At least now I can stop worrying and stressing about the phone calls!
We haven't been very lucky with USAirways, but to be fair, the ground staff at the airports have all been very helpful, so hopefully things will work out ok.
I see you are at SSR in Aug. Is that the beginning or end? We had to book after the 19th because DS will be getting his A level results, and he was worried what he would do if we were in Orlando and there was a problem! Only trouble now is the girls GCSE results which are coming out earlier than when we booked. We thought they would be able to accept their places online as they plan to stay at their school for 6th Form, but now the school is saying they need a copy of their results with the acceptance Something else to sort out!!
Thanks again,

Jules x