Will NEVER Fly U.S. Airways Again!!

[disneykid4ever]

Just got back from a trip down to Orlando from Ottawa and flew U.S. Airways. This is our second time trying this airline and our experience both times has been horrible, with this last time being a total deal-breaker. Our first trip back in Feb '06 consisted of late flight departures and losing our luggage on the way to Orlando (the luggage finally got delivered 12 hours after we landed). We thought maybe it was just a bad day for U.S. Airways, so decided to give them another shot for Jan '07. This time the flight departures were as much as 25 minutes late, the ground crew in Philadelphia decided to forego loading bags onto the plane until 15 minutes prior to takeoff for watching the Ravens & Colts playoff game in the terminal amongst passengers. I kid you not, there were 6 to 8 ground crew members leaning up against walls and furniture watching this game and then we heard them say "okay guys, guess we should do this plane now". But the straw that broke it was when we arrived in Ottawa (at 9:30pm) one of our bags was missing AND the U.S. Airways Delayed Baggage Rep had just gone home for the night. Customs officials tried to page her and call her cell phone but she did not respond. We were given a phone number to call by an Air Canada rep and were told we could file our claim over the phone. This phone number was supposedly manned 24 hours a day. We got home at 11pm, called the phone number over and over for 30 minutes or so and no one would answer. When we woke up the next morning we called again and again no answer. After picking up our dogs from their boarding kennel we spent over 2 hours on the phone calling numerous U.S. Airways numbers only to be routed to call centers in Central America and Manila. No one at these call centers could help us because we didn't have a claim number because no one had been at the airport to file a claim for us. They kept telling us we had to go back to the airport to file a claim and oh, by the way, they are only open at the airport today until noon. I couldn't believe the horrible customer service we were getting and I have worked for many years in this industry. It was infuriating, frustrating, and downright unbelievable. As we sat there at our kitchen table with our jaws on the floor in disbelief, I decided to try that "24 hour" number again and wonder of wonders someone answered. She took our info (bag #, address, name, etc . . .) and said they would call us when the next flight from Philly was to land which was supposed to be 10:50am (it actually didn't land until just after 12 noon, nice , huh!). Our bag ended up being delivered to our house at 2pm. We were so happy to see it, you would think it was a long lost child. We called U.S. Airways Consumer Affairs dept and filed a formal complaint specifically indicating the ground crew unprofessionalism and the screwed up customer service via telephone. To me, it is a wonder that U.S. Airways has not gone bankrupt but I suppose their somewhat competitive pricing keeps that from happening. I have solemnly sworn to never ever fly U.S. Airways again, not even if they gave me free tickets, and I am letting anyone and everyone know what they may have to look forward to if they choose to fly them. I would rather spend a bit more to get great customer service than to get a good deal on airfare only to get no support from the carrier.

 

[ducklite]

So um, you know for sure that the "ground crew members" watching the game were actually baggage handlers?

And when your option of flying is $600 cheaper with US over West Jet or whoever, you're still going to pay the higher fare for the other carrier?

Anne

 

[CarolA]

And here's a scary thought.

This "wonderful" airline management wants to take over YET another airline!

At least ONE of the issues you saw was related to the HORRID union relations (IMHO) USAir baggage handlers are VERY unhappy with management and it shows!

(Now I have learned to never say never. There is always that ONE city that ONLY USAir flies to! LOL!)

 

[CarolA]

So um, you know for sure that the "ground crew members" watching the game were actually baggage handlers?

And when your option of flying is $600 cheaper with US over West Jet or whoever, you're still going to pay the higher fare for the other carrier?

Anne

Anne,
As someone who flies a LOT does it really matter? If the "ground crew members" were on an official break I would almost gurantee they would be in thier break room watching the game. (They have one at that airport) However, it being USAir in Philadelphia where the union and management are at war I am not surprised that they were in the airport proper watching TV. That way management won't see them. (USAir management is not exactly walking around there, if they were they might discover that they have some UNHAPPY passengers!)

 

[disneykid4ever]

Anne,

The reason we know some of them were baggage handlers for our plane is because we saw them walk down the jet way as we were waiting to get on the plane and then saw them loading bags as were sitting on the plane waiting to leave.

 

[mrscoobs]

I am really sorry about your flight with USairways through PHL and really think that it is a East Coast/West Coast duality with the current USairways (AmericaWest Bought out US Airways and merged together, now they are trying to buy Delta). All the flights that I have had out of PHX (the old Americawest Hub) I never had a problem getting luggage and the plane crews seem very pleasant.

I had a PHX-PHL flight last october for a big conference. My first was a Americawest flight number and it was the same service I've come to expect, coming back though it was a USairways flight number and the overall feeling of customer satisfaction was a little subpar, and many that had to make connections didn't have their luggage (luckily I had a direct flight and it made it, though I kid you not it was the last bag to come out of the baggage claim).

I'm sorry about your luggage and experience, but if you are going to the west (PHX or las Vegas) look for the old Americawest numbers and it may be better

 

[safetymom]

Funny about peoples experiences. I refuse to deal with the America West side of US Airways. Almost everyone I have had to deal with had an attitude or didn't know the answer.

I was Chairmans Preferred with US Airways and got tired of the excuses they gave. I am now preferred with Delta and the service has been great so far.

Until US Airways gets their computer systems combined I won't be flying them unless they are totally US Airways flights.

 

[ducklite]

Anne,

The reason we know some of them were baggage handlers for our plane is because we saw them walk down the jet way as we were waiting to get on the plane and then saw them loading bags as were sitting on the plane waiting to leave.

Thanks for answering, and sorry that you went through that.

I'm still wondering what your answer is to my other question though.

Anne

 

[SuzanneSLO]

I would rather spend a bit more to get great customer service than to get a good deal on airfare only to get no support from the carrier.

Sorry for your bad experiences, but which airline do you think is out there that is consistently providing "great customer service" even if it is at a higher price?

 

[Skroops]

Not to be a pessimist (okay, I guess I am...) but you could pretty much insert any airline name and nobody would be too suprised lately. I actually think that you were pretty lucky to see that bag. Sometimes they never show up.

This industry is very interesting to watch lately.

Glad you had a nice vacation (this time) and your suitcase found its' way home. Sorry to hear about your frustration.

 

[1000th happy haunt]

US Airways does not have a good reputation in Philadelphia. In fact, they recently declared that they were going to try and improve the baggage handling in PHL (it was pretty big in the news), but it looks like it's not up to par yet.

 

[seashoreCM]

Would your reaction have been identical had you not seen employees milling around watching the ball game and the only thing you saw was your bag not appearing at the carousel at your destination?

Did they clear the bag through customs and deliver it to you without your going back to the airport?

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

 

[ExPirateShopGirl]

Not to make excuses for the baggage handlers who were watching a ballgame, but if your luggage wasn't in the carts to load onto the aircraft, they couldn't have loaded it even if they didn't take a break. So, while they may have been taking an unscheduled break, it's not their fault your luggage was not in any of the loading carts to begin with.

 

[madcoco]

Sorry about your experience but I can give you horror stories on every carrier out there including the darlings of the industry that many would not want to hear but that is unproffessional. Great to see you filed a formal complaint instead of just popping off on some message board. Not being sarcastic but some do sound off but never folow through with a complaint. Usually stay out of these conversations and this board but being in the industry flying you folks around to your destinations safely(and a frequent traveler on other airlines in the back as well with other business),I see things from both sides and many are caught in the middle.

Believe it or not there are many of us who still love our jobs and care about what we do. Blank happens with many employees that are overstressed or just don't give a blank SOME emloyees were just hired for peanuts last week and don't have a clue what is going on yet. SOME passengers blow a lot of stuff out of proportion. SOME passengers now feel it is a right to fly and will pay more to park their car in a space for a few days and don't complain, but will complain about a $5 airfare hike. Scheduling, Air Traffic Control and Airspace is at it's limits and the slightest weather event now can wreak havoc continent wide and beyond ruining people's vacations,birthdays,wedding etc. Is that the airlines fault?


Was jumped on arriving at the aircraft for a flight to Las Vegas through to SFO after reduced rest because of a diversion into San Antonio due to tornados at the DFW Airport area the night before. Try explaining to someone why they are missing their flight to Hong Kong out of San Francisco because we were late into DFW the night before because of tornados in Dec. You feel for them but then you get "Well if I was on blank airlines they wouldn't be delayed" I try not to give the "We only fly the planes BS " and try to give a good answer but many times we don't know the "big picture" nor do you. Apologize for what you experienced. No excuses. However one reason your bag(s) MAY have not made the flight is little known to the average traveler. When you fly international (this includes Canada and Mexico) and connect your bags must go to TSA for additional security screening. They can sit at TSA for extended times then have to be taken back to the connecting aircraft which may already be gone. It happens often.

Service has decreased and when it comes down to it MOST people don't care what name is on the side of the airplane it is all about the fare. If it wasn't for another airline's great fuel hedge program US airways would have made the most money in the Industry in '06 Now that either proves the above point that people don't care what they fly on Or things are not as bad as it seems. It is a good thing there is a choice of airlines now because industry consolidation is in the cards and your choices may be limited in the future. Sorry to be blunt. But no BSing Just being truthful.

 

[CarolA]

What madcoco says may be partially true.

I have made a decision that I am willing to put my money where my mouth is. There is one airline I only fly IF there are no other options regardless of the price. (There are times when even if you are willing to spend a lot you just have only one choice, it's the only airline that serves that town LOL! Can you tell I have spent my time in rural America? My favorite are the planes so small that the "Flight Attendant" is a recording the pilot turns on)

I feel the same way about rental cars etc. I know for example that Alamo is generally a few dollars cheaper, but they will NEVER again get any of my money unless they are the ONLY rental car company in the city. (A situation I have yet to encounter, even if there is only one airline into a city they seem to have at least two rental car agencies!)

It's a service industy. You may only get one chance. And the fact that the USAir baggage person left before the last flight was completed would have burned me no end. That's not service and while it may be a management decision it was not a good one! If that person had been there to deal with the OP the WHOLE initial post would probably have been dramatically different. The person whose JOB it is to deal with this wasn't dealing with it and the airline pays the price!

 

[madcoco]

It's a service industy. You may only get one chance. And the fact that the USAir baggage person left before the last flight was completed would have burned me no end. That's not service and while it may be a management decision it was not a good one! If that person had been there to deal with the OP the WHOLE initial post would probably have been dramatically different. The person whose JOB it is to deal with this wasn't dealing with it and the airline pays the price!

Agree 100%

 

[ClarabelleCowFan]

Sorry to hear you had a rough time. I am elite with Delta so I try to fly Skyteam airlines (Delta/Northwest/Continental) whenever possible but I sometimes end up on USAir or United due to scheduling or considerably lower fares.

I have had my run-ins with USAir out of Philly and have found their customer service - especially their ticket agents - to be horrible. I had a ticket agent scream at me one day last month because I was rebooked on a flight with them when a Delta flight cancelled due to mechanical issues. I have pretty thick skin but this woman got under it quickly with her attitude. I'm no stranger to air travel - I commute by air to my job in Nashville several times a month - but the way I was treated was totally out of line.

You can hear similar stories with any airline unfortunately. I really hope that USAir does NOT buy out or merge with Delta. I know many of the Delta elites and employees feel the same way!

 

[ducklite]

You can hear similar stories with any airline unfortunately.

I agree. Frankly I've always been very happy with the service that US Airways provides. I haven't flown United since 1990, and won't ever fly them again. I do'nt care if the tickets are $19 versus a $200 ticket on another carrier, I won't fly them. I'm probably not the usual consumer, in that I WILL spend more to fly someone else.

I've had run-in's with all of the others. I had a CO ticket agent in Newark put me into tears with her attitude. She screamed at us because we were on a standby list after being involuntarily bumped from three flights earlier in the day, because we were inconveniencing her.

I have a credit with them right now due to an incident where I was treated very poorly after asking to be reseated because a very obese woman was spilling so far into my seat that I couldn't even reach my seat beat--she was a good 6" or so past the gap between the seats hanging into mine. I still haven't used that credit, I still haven't flown them since that, and frankly, I doubt I will. Even when I called thier home office to complain, I was treated like dirt. I told them I didn't want the credit, I wanted the policy changed so passengers wouldn't be forced to share their seat with someone else. Until that happens, I"m not giving them a dime of my money.

The OP still hasn't answered my question, if they US Airways was a lot less than any other carrier, would she still not travel on them. I'm pretty sure I already know the answer.

Anne

 

[CarolA]

Hey until the Gate Agent has called you a "WITCH" (replace the W) for asking what time the flight was leaving you haven't lived! Of course the sign said 1 pm departure and it was 1:30 PM and we had not boarded nor had ANY announcements been made. I guess the woman just figured we would NEVER notice!

 

[taximomfor4]

The OP still hasn't answered my question, if they US Airways was a lot less than any other carrier, would she still not travel on them. I'm pretty sure I already know the answer.

Anne

I wonder the answer to this as well. I personally would (and actually do) pay a bit more to NOT fly a certain airline. We had issues with them in 2001, and ended up with enough credits for 2 round trip tickets. We never used them. THrew them away after thinking about it for a few months.

Beth