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Piney was absolutely correct. Abuse of employees does not sit well with management. While front line employees do generally have both thick skins and a degree of empathy, going off on them is not a solution and will get your PNR noted accordingly. Trust me, if an agent feels the need to document a PNR then management will read those comments and generally not reward bad behavior.

I personally had one of the all time classic encounters with a passenger while I was a supervisor and made it a point to pick up the phone and personally contact the Flight Fund department and discuss a passenger's abuse of three of my agents, myself, and him urinating on the ticket counter. (I told you it was a classic.) Well, unbeknownst to me, this individual had previously participated in other unacceptable behavior that the FF department was aware of and the incident with my staff and I was their last straw. He was informed his business was no longer welcome.
 
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.


Sir, I do apologize for any ill-feelings you foster against US Airways, however, I must point out this ...
Let me get this straight, you chose not to accept a hotel voucher, chose not to to drive "the hour long drive" from Phoenix to Tuscon (or whatever direction, as the case may be) You chose not to take a $20 shuttle. But you DID chose to inconvenience a friend, harass a hard-working and dedicated service employee, and abuse your poor cat? And to top it off you want US to compensate you because you decided to have a hissy fit?

Sorry, seems a bit illogical. I agree with other posters, here. You have no facts or evidence to back up your claim and your entitlement factor is appalling.

Oh, and one more thing, we do not provide hourly, personalized service to Seattle because you missed your connection.... Hire a private jet.

Thanks for Flyin and have a nice day :up:
 
COMPLAIN TO THE D.O.T.!!!!!

Those DOT numbers are the only thing Tempe Management understands. They refused to believe that the airline has HORRENDOUS customer service--until we placed LAST for an entire year in terms of passenger complaints!!

It has only been in the last month or so that those in the Sandcastle admit they they need to focus on "passenger recovery".

GREAT! :up: :up:

I got an idea--how about not pi$$ing people off so much to begin with?? How about dropping some fees, or increasing legroom, or providing a decent first-class, or having in-flight videos, or providing some type of real amenities or comfort for our passengers????? Tempe has decided to take every conceivable opportunity to pi$$ the travelling public off. And guess what--THEY ARE BOOKING AWAY FROM US!!!

In Business--PERCEPTION IS REALITY. And the perception the traveling public has of US AIRWAYS is that it's the WORST.......ask anyone :down:
 
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.


Bet your ticket was CHEAP though!!! And as INT"L SNN will tell you "You can't eat cheap and poop fancy!! :up: :up:
 
The economy is going down the crapper, thousands are losing jobs every day, and you are wishing ill will on 35,000 more hard working Americans? Nice. Do you ever fly on European carriers? They charge for everything, US Airways did not invent charging for beverages. Please do not act so shocked that our crews are "pimping" water bottles.
 
1)Brand new customer.

2)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.

3)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?

4)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.

5)Lost my bag, items missing from my bag .... items in my bag that aren't mine.

6)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.

7)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.

8)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.

9)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.

10)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.

11)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?

12)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.

1)Long odds for your first flight with us to be so bad. It happens in life. On the other hand, had you gotten great service for years this exact same chain of events would have been an "Oh well, every once in a while things fall apart". One bad flight won't mean they are all bad. I have not heard one person that flies regularly tell me that there is an airline out there that they haven't had problems with.

2)I've got to ask. What did CO do?!?!? CO is probably one of the best airlines servicewise right now.

3)I can agree with the "crap ass service". Like many employees I'm disapointed at some of the recent changes. You were, however, provided with EXACTLY the service you paid for. Without the flight details we can only assume what happened. Was there a maintance issue? ATC? Security? Crew? I'm guessing it was ATC, with all the winds yesterday it screwed up the entire southwest. I'm only guessing though, as I said we dont' know the details.

4)We didn't "even" give you a soda and/or peanuts? I'm sorry, but this sounds like complete and total BS. If you spent 9 hours in PHX, while I'm not familiar with poilcy, I'm reasonably certain you should have been provided with a meal voucher. And you WERE compensated. You REFUSED the $100 compensation.

5)If your bag is lost, how do you know that items are missing, and other items are in there that don't belong? Second, while items are sometimes stolen, more often then not items are missing because of overpacked or damaged bags. I don't know which (if either) is the case, but after 10 years here I've seen a LOT of bags lose stuff. You're loading a plane and as you go to close it up you see sunglasses, or change, or deoderant. It happens. Sometimes we just wind up making a best guess. If a ramper thinks s/he knows what bag the item(s) ame from, they'll put them there. It's an attemt at taking care of the customer instead of just tossing them out.

6)If you got bent so out of shape by ONE trip to register your own domain, well you've got some serious issues.

Second, US has gone bankrupt. Twice. In the past 8 years. Don't you pay attention?

Third, I take MAJOR offense at that comment. I've volunteered over 2000 hours to my community in the last several years so I'm far from useless. I've never stolen in my life, and can't recall cheating. If you included that in your letter and I was in Customer Relations, I'd BEG you to stay off my aircraft. If you're going to insult me, especially when I wasn't even involved, I would likely have ZERO interest in helping you.

7)No worries. You're not the only pissed off customer, nor will you be the last. We're getting sued all the time and still people fly US. We must be doing something right. And don't forget there are slander laws. US could concivable sue YOU for attempting to damage their brand if your allegations are false.

8)Are you familiar with the implications of holding a flight? For ONE person? Flights can (and often are) held for connecting passengers. That decision is weighed carefully though. What's the point in holding a flight for one person when three more will miss a connection later.

I also wonder why you wanted to go to the gate for the flight that had already left. The gate agents at your arrival gate should have rebooked you, or you could have gone to the Passenger Assistance Count4r. You probably passed at least two in your random gate travels.

9)To get ANYTHING for the missing items you need to submit a claim with Baggage Service. It won't happen otherwise. Also, assuming your tone here is representative of the tone in your email, it would be obvious to me that there is no reasonable way to reach satisfaction for you short of a 100% refund. That would make further contacts with you completly pointless.

10)We are a heavily regulated industry. Everything we do has to be approved by the US Government (FAA, DOT, etc.) or is the result of a law passed by Congress. If you don't like the compensation offered, and you do not feel it was adaquate, I STRONGLY encourage you to contact your Congressperson. They write the laws. We follow them.

11)What safety law was claimed? And how does it "lay waste" to a contract law?

12)A day for you is worth $400? Damn, I wish I made HALF that. That's over $100K. If time was so important why did you choose to fly an airline that has been in the news for years as having bad customer service? I'm guessing because it was the cheapest fare. But you spent $50 on a cab? What for? Every hotel offers free shuttles, especially the ones we offer for distressed passengers. And since you didnt' take the hotel anyway, you can't complain about that. I'm also not intending to imply that a passenger should get less service due to wealth or lack thereof either, just making an observation.

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.

Actually AS has hubs in SEA and PDX.


I strongly encourage you to listen to PineyBob. He is one of our more frequent customers and NOT an employee. He's a passenger just like you.

One more thing. As many have also said, you really need to calm down a bit. If everything happened as you said, and you were in fact wronged, you do have every right to be upset. You sound, however, like a raving maniac. You made four posts in three hours, and there wasn't even a reply until after the third one. Stop, relax, get centered and realise that the world hasn't ended, and then try to resolve the issues. Screamers are heard; rational persons are listened to. There is a HUGE difference between the two.
 
:up:
Wuuurrdddddddddddddddddd

Wurd up, girl!

Can't eat cheap and poop fancy, can't polish a turd, and you can't expect absolute servitude on a dirt cheap fare either. All those customers need now is a bullwhip and for us to obey!

I've seen people who did not want to be helped, even though they were begging for help, threw a huge temper tantrum, and had police called. Yelling at a CSA who is limited on what they can "offer" to you is only going to get you a night in the state pen for free quicker. :down: I've seen too many people demand that they want an airline employee to clean their rear end with silk and throw a tantrum that they get a set of handcuffs and a free tour of the local jail.
 
Wow...what an negative post...I would not hope to fly with a miserable customer such as you SIR.

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

Sending the customers to a competitor is your solution to the problem?? Your fate is sealed.

And I would hope that USAir has a file on me. I've spent well over six figures per year for several years until I had enough and just left.

Nary a response from USAir. No compensation either.

Guess I was just another miserable customer to you.
 
Yo, Lessthancoach, put your dress down, Nadine! If your level of hostility on this board is reflective of the manner in which you communicated with Customer Relations, no wonder they shut down and cut you off at the knees with the "Please be advised that this response will represent the final communications [sic] from this office."

Y'all know I worked in the East's Consumer Affairs office before it went Westward Ho, and most of you know I'm a pretty customer-focused guy. But one of my favorite things to do was to tell a trigger-happy rebuttal queen that we weren't going to respond any longer. Especially with e-mails, the volley could go on forever, with the level of emotion from the customer getting hotter and hotter.

I have to say, I think my canned "dismissal" to the customer was less polite than this example from Customer Relations (although it didn't have the ubiquitous Tempe Typo). My standard was:

"Our multiple attempts to resolve this matter have been earnest and we regret you have chosen not to accept any of the options presented to you. Our final determination is that US Airways will neither discuss this matter nor respond to any further communication from you regarding this subject."

And we stuck to our guns. Anything else that came in was NOT responded to...simply pitched in the trash or attached to the file with the notation "response not necessary."
 
The economy is going down the crapper, thousands are losing jobs every day, and you are wishing ill will on 35,000 more hard working Americans? Nice. Do you ever fly on European carriers? They charge for everything, US Airways did not invent charging for beverages. Please do not act so shocked that our crews are "pimping" water bottles.

BMIBABYgirl,

You speak truth, however only to a point. The difference between US and the European carriers you allude to is that the carriers in Europe who do charge for beverages are true low cost low fare carriers, like Ryanair, who actually took the window shades out of the planes to save weight.
US is in no way shape or form a LCC in that sense. They are trying to be from a product perspective, but still charging legacy prices. While they do offer some low fares, they are not often the least expensive, and they still gouge the business traveler.

To have someone pay $500-$600 or more for a short hop--ie-BOS-DCA and then be nickel and dimed on board for $2 for a bottle of water or soda is just plain unacceptable--and in the end it will come back and bite them. They are not seeing the forest for the trees--all they see is the beverage revenue, but they have no way of quantifying the percentage of business travelers who just won't tolerate this nonsense and who will book away....and I assure you it is happening.

Also, while other airlines are doing some form of ala carte charging, NOT A SINGLE ONE is taking it to the level US is by charging for soft drinks. You want to charge for meals and snacks, fine. But to many people this crosses a line.

If US wants to go further down the ala carte fee model, they should just go all the way, can the F class product, and become a true low cost low fare carrier--something they are not even close to being today. The "hybrid" carrier model they are trying is not being executed properly, and it is failing at both ends of the spectrum. In a poor economy like this, the company will suffer even worse, as those who still must fly will look at all aspects of an airline before making their choice--and compared to DL, AA, UA and CO, US falls far short.

For what it's worth, I have spoken to a number of people who, like myself, shunned airlines like WN completely up until recently--but they told me that the ala carte pricing nonsense virtually pushed them to these carriers--and like myself, they are happy--because those carriers don't try to misrepresent what they are -- they under promise and over deliver.

One day they will wake up and pull their heads out of the sand--let's hope by that time it just isn't too late.

My BEST to you all......
 
The silence from the OP is deafening.
 
Did anyone think to look up his web address??? I did and found out he's selling "Coach" purses!!! That doesn't make him able to rant and rave over airline problems. Why didn't anyone give him Doug's email at USAirways?? We all know it. I won't because it's up to you guys that still work there.
Art, you are still top notch as well as Piney. Am I the only one that looked up his web address??
Have a good day guys.
 
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