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.