FAIL!

[lessthancoach]

Brand new customer. I usually fly American. I've flown Jet Blue, Alaskan, Air France even TWA back in the day .... had some bad flights. but the cake has been taken. The previous #1 was Contitnental. I honestly feel sorry for any of you that work for this company. This is a perfect example of why U.S. companies are failing. You provide crap ass service .... as a matter of fact, you don't even provide the service I paid for, and then offer me $100 off the next flight with you? No thanks. My initial flight from Seattle to Tucson ... delayed, missed my connection, took 9 hours. My return flight, delayed over an hour AGAIN, got stuck in Phoenix, missed work ... took well over 24 hours .... and they were still pimping out $2 bottles of water on the plane ....ARE YOU SERIOUS? You just screwed me ... and you don't even give me a soda and some peanuts? Your late flights cost me well over $500.

Lost my bag, items missing from my bag .... items in my bag that aren't mine. NOTHING WENT RIGHT! NOTHING!

It's LESS THAN COACH service, and I own the domain lessthancoach.com because of this, and I will expose you for the crappy .... should have gone bankrupt long ago ... useless, thieving, cheating bastards that you are.

Take your $100 credit ... and shove it up your tailpipe! I will NEVER fly U.S. Air again and I will expose you, and cost you, hopefully thousands, and perhaps cause permanent damage to your brand with my website. FAIL! Idiots.

P.S. NO WEATHER ISSUES! It's also worth noting that both missed connections were missed by less than 5 minutes. No attempt to hold. As a matter of fact, the flight I missed that got me stuck in Phoenix, they couldn't even tell me what gate it was leaving/supposedly left from! Ran through the airport to 3 different gates for no reason! Grrrr. It's almost like they WANTED me to miss my connections.

 

[lessthancoach]

I was joking with a friend of mine ....

"It's like you pay for a massage, and they get you on the fold-out bed, burn some incense and punch you in the back of the head. And you are like, 'OWE! That wasn't exactly what I paid for!' and they are like, 'Ok, half off the next massage!' No thanks! Why would I come back?"

 

[lessthancoach]

And my attempts at resolving this via customer service? I still haven't been offered ANYTHING for the missing items from my bag. When explaining that I was not interested in the $100 credit, and I wanted the President's contact information (more than once), I was told (directly copied from email):

Our mailing address is:



US Airways Customer Relations Corporate

4000 E. Sky Harbor Blvd

Phoenix, AZ 85024



Please be advised that this response will represent the final communications from this office. Thank you.



Sincerely,





Rita Simmons

US Airways Customer Relations

Corporate Office


Really? I can Google for myself that his name is Doug Parker ... can you tell me how to contact him? He does have an email address right? IGNORED!

FAIL!

 

[freedom]

hi ! i'm a us airways worker ... we're sorry you've had a bad experience on our airline .. in fact you had a horrible horrible experience ... ever see the movie trains planes and automobiles ? sounds like you had that kind of service ...

Well what can i say , there's a reason we're last among the nations largest airlines in customer satisfaction .. i won't even bother to defend my company and say that what happened to you was in some way unusual ... we screw people over all the time ... if you had a laptop or ipod missing for your luggage then it's possible it could have been stolen , anything else such as plain old clothes or cheap stuff was most likely an accident , could have been the TSA ...


I feel bad for ya ... sadly even when i encounter a customer at my work place who is in a situation like yours , i don't feel that there's anything my company will let me do to try and help said person ...(even little acts to cheer them up )

better luck next time ..

 

[lessthancoach]

I got this canned response when I said I didn't want the $100 credit:

Our Executive management team has developed compensation guidelines for this office to which we must adhere. After careful review of your original email and subsequent requests for additional compensation, we have determined that we will be unable to offer additional compensation as the compensation offered was in compliance with our guidelines. Cash, credit and incidental cost reimbursement are not sanctioned forms of compensation for this office. We have registered your complaint and follow up emails with the appropriate parties and will be unable to alter our previous resolution and offer exceptions in this instance.



We understand our decision to decline your request for additional compensation is not what you anticipated and are sorry we cannot honor your request.

--

They also claim that some kinda obscure federal safety law lays waste to basic contract law. I paid for a service, over $500 once you add on all the fees ... there was a meeting of the minds. I did not get the service that I paid for, even under the most minimum requirements. How much is a day at work worth to you? In my case, it's about $400. $100 credit on the airline that screwed you in the first place? Sound like reasonable compensation?

Me either. I've got almost $50 in cab receipts alone! Did not accept a hotel waiver .... had a pet with me, a cat, had to impose on a non-pet owning friend. Cat peed the cage too. Poor thing. Do you understand how insane it is that a flight from Tucson to Phoenix would be over 2 hours late? It's an hour driving a car. You can take a shuttle for $20. It's like a 25 minute flight. Was supposed to land at like 4:30 PM ..... know when the next flight from Phoenix to Seattle was? 5 P.M. THE NEXT DAY!

Absurd. So, I flew from Phoenix to L.A. in the morning, and then L.A. to Seattle because it saved me a few hours.

 

[PHL]

Through all of the emotional diatribe posted here, I understand it this way :
1.) You were delayed excessively, causing you to miss work
2.) You were missing items in your bags, and there were items in your bags that aren't yours

You haven't mentioned the date/flight number so knowledgeable people on this board can tell you what the cited cause of delay was from SEA-PHX where your initial connection was missed/delayed. If it was not weather or ATC, and perhaps something like mechanical then maybe you're entitled something else? I dunno. Did they feed you during your delay(s)?

Get the facts and write a formal letter of complaint to Douglas Parker at the address Corporate Communications sent you. I would remove some of the emotion you have put in this forum and keep the facts in order and cite where the company might not have even followed its own policies. BE SURE TO CC: it to the Department of Transportation.

 

[JS]

If it's any consolation, the same kind of nonsense would have happened if you had flown American West. USAir didn't pick the greatest merger partner, but I suppose if it's either that or die, you go for it and hope for the best!

 

[YVINTERN]

Wow...what an negative post...I would not hope to fly with a miserable customer such as you SIR.

What you can do from this point is file a complaint with the Department of Transportation for every flight flown with a legitimate reasoning...Then the US Executive Offices will contact you and may I suggest you tone down that attitude, they won't work with a rock so to speak.

Why don't you go fly Southwest or Alaska Airlines?

To quote Jester
"So Opinates YV"

 

[bagchucker]

If it's any consolation, the same kind of nonsense would have happened if you had flown American West. USAir didn't pick the greatest merger partner, but I suppose if it's either that or die, you go for it and hope for the best!

Oh that didn't take long, someone chiming in and blaming America West ( note to poster, it isn't American West, the "n" in American is silent). That brand died with the merger 3 years ago. It's US Airways that the person is complaining about, and that is the name the person remembers. Nice try J.S. ... The old idea of blame it on America West is pretty dead and buried.

 

[JS]

Why don't you go fly Southwest or Alaska Airlines?

My thoughts exactly! Southwestern is point-to-point/no hubs, and Alaskan has those cute prayer cards, but you have to change planes in Anchorage.

 

[LD3]

He's complaining over here also..

I thought it was a travel forum..

 

[InternationalShannon]

well, i didn't see SEAT DUPE in there so all in all that looks like a pretty good day.

 

[Dog Wonder]

No screaming kid sitting next to him either.

 

[JS]

I just checked whinertalk and was surprised to not see it there. Why cross-post this on a football forum but not the king of travel forums, whinertalk? (flyertalk for those of you outside the circle)

 

[LGA Fleet Service]

I'm sorry, I saw the title and couldn't resist. 🙂