US Airways Cancels Your Flight, Treats You "Like Dirt"

[Jimmy Neutron]

http://consumerist.com/consumer/unsurprisi...dirt-304218.php

Again this needs no added input---

"We understand that airlines do not control the weather, but customer service is something you can control. In this experience, we found it to be sorely lacking. We would hope that this is not how you would want your company represented."

"We had a choice among many airlines and chose U.S. Airways. However, we will definitely think twice about choosing U.S. Airways on our next vacation, since this last vacation, an otherwise wonderful experience prior to the journey home, ended on a sour note due to your company's horrible customer service."

 

[JS]

Who cares, they're not PHL O&D.

 

[Jimmy Neutron]

How true that is!

 

[US1YFARE]

How true that is!

That is why I made the switch...my last canceled flight due to a mechanical issue and a nasty nasty CP desk agent and supervisor. US is not worth the hassle unless it is my only option. I am not even sure I will use all of the vouchers I have collected this year which will make them happy.

 

[JS]

That is why I made the switch...my last canceled flight due to a mechanical issue and a nasty nasty CP desk agent and supervisor. US is not worth the hassle unless it is my only option. I am not even sure I will use all of the vouchers I have collected this year which will make them happy.

Barter or give them away on FlyerTalk. Make that voucher redemption rate on Tempe's spreadsheet go up a little.

 

[Elevation]

Its not so much the polices but the people they have representing the company that people hate.

"It's not my job to get your bag -- it's my job to sit at this desk."

Philly for "talk to the hand"

We understand that airlines do not control the weather, but customer service is something you can control. In this experience, we found it to be sorely lacking. We would hope that this is not how you would want your company represented.


[As a side note, we found the service in Hartford to be much better. The US Airways staff were both helpful and courteous to us, after we drove all the way back to the Hartford airport the following day to retrieve the one checked bag that the Philadelphia attendant refused to give us - an extra 130 miles round trip]

The company needs to stop hiring / putting up with slack jawed troglodytes that can piss off nuns. Fix Philly fix this airline.

 

[DesertFA66]

Can we start at the top then please?

Management sets the tone of ANY organization. If Management doesn't appear to care about customers or employees then how on earth can you expect the lowest on the rung to care? Human Nature makes it immpossible.

How did Patton rescue Bastogne without Excel? When Gordon Bethune took over CO there was no MS Excel. How did he turn around that pig? One word folks

LEADERSHIP

Leadership is not found on the spreadsheet.

I have to disagree, :angry: those people in PHL :angry: were ruined many years ago and new management isn't going to change them. It's why US Airways had a bad thing even before this merger :down: I have experienced the rudeness, carelessness and received looks from them that are just plain horrible, and I'm an employee trying to travel also. :blink: Mr. Piney, I don't think you like US at all from what i read here and if went through phl, i can see why, but don't blame current people in charge for some things that have been here for soooo long.

 

[SKY HIGH]

Sky High states:........that people still expect HOTEL Accomodations is beyond me. Sounds like a horrendous weather night at PHL, due to the fact that they waited on line for 2 hours for assistance. Tons of flights cancelled, thousands of bags everywhere. That they wanted a refund on the spot speaks volumes too. Anyone in the industry give refunds on the spot? Never heard of that one. Sadly, their expectations differ due to company policies. No hotel, bag among many, no refund.
Agents are tough in PHL, and that doesnt mean all of them are rude. They're tough because passengers can be just as tough if not tougher.


only stating opinions

 

[sharktooth]

I have to disagree, :angry: those people in PHL :angry: were ruined many years ago and new management isn't going to change them.

If management cannot do their job, then get them out.

PHL is difficult but not impossible. Throwing your hands up without even trying is pathetic. Blaming the employees for management lapses is pathological.

You want to fix PHL? Send managers looking to find problems first. It takes an open mind to not try to go right to "solutions", especially when it is so easy to let pre-conceived solutions define the problems. Heck, kindergardeners could do better than the latest crop of shiny shoes.

 

[Travelpro72]

Let's be honest here ok? When a raindrop hits Utah and Philly turns to $h!t MOST not all but MOST employees don't handle the situation that well. I understand the computer system is a joke and limits your ability leading them to get stressed. I have witnessed FIRST HAND many an agent get extremely rude and unprofessional during trying weather situations. True passengers get rude but put yourself in THEIR shoes. They are most often stuck in that dump freaking out because they can't get to where they are going. Loved ones waiting, meetings, etc. Yes I understand Usairways isn't responsible for weather or putting you up. What Usairways IS responsible for is making sure their PAYING passengers are taken care of DURING that delay. I witnessed a few months back a poor elderly gentleman stuck in a wheelchair for what two agents said was a few hours. NOBODY checked on him. I myself walked up to the gate that our flight was to go out of and was told that she didn't want to even HEAR about Boston. She was dealing with other flights. Thats all understood but bottom line is they have hired some seriously under qualified folks that have absolutely NO people skills and should not be doing the job. Now granted I am NOT talking about ALL AGENTS before some start trying to roast me or tell me to "put myself in their shoes". My main concern is that Usairways does NOT take care of their passengers. How about those that got screwed all eve on the int'l flights after MOST eateries and concessions have closed. Did they provide even a pretzel or a sip of water? NO in most cases. Well, unless you have a f/a like EMBFA or myself who would raid an airplane of it's contents to take care of the masses. This place sucks and treats their passengers overall like $h!t and that they should be THANKFUL they are even flying us.

 

[JS]

Sky High states:........that people still expect HOTEL Accomodations is beyond me. Sounds like a horrendous weather night at PHL, due to the fact that they waited on line for 2 hours for assistance. Tons of flights cancelled, thousands of bags everywhere. That they wanted a refund on the spot speaks volumes too. Anyone in the industry give refunds on the spot? Never heard of that one. Sadly, their expectations differ due to company policies. No hotel, bag among many, no refund.
Agents are tough in PHL, and that doesnt mean all of them are rude. They're tough because passengers can be just as tough if not tougher.
only stating opinions

The passengers wrote that letter not because US wouldn't give them a hotel room. The same thing happens at other airlines and people are told, without being rude about it, that the airline isn't paying for their hotel. Most people understand and that's the end of the story.

The passengers wrote that letter because US does not understand the concept of customer service, plain and simple.

 

[kao]

hey a CP got off our flight yesterday ad told us this supposedly true story....a Wachovia bank was robbed in PHL and the men said hurry up we are on our lunch hour....they had masks on and all but their US ids were clearly visible....guess FBI and Locals were at the airport questioning.....so since they dont pay us correctly we ar enow resorting to robbing banks......

 

[JS]

hey a CP got off our flight yesterday ad told us this supposedly true story....a Wachovia bank was robbed in PHL and the men said hurry up we are on our lunch hour....they had masks on and all but their US ids were clearly visible....guess FBI and Locals were at the airport questioning.....so since they dont pay us correctly we ar enow resorting to robbing banks......

Oh please, I know US is a piss poor organization, but there is no way that US can possibly be held responsible for an employee robbing a bank. I don't care if your paycheck says "2 cents and shut up about it", there is no excuse for bank robbery.

 

[SKY HIGH]

The passengers wrote that letter not because US wouldn't give them a hotel room. The same thing happens at other airlines and people are told, without being rude about it, that the airline isn't paying for their hotel. Most people understand and that's the end of the story.

The passengers wrote that letter because US does not understand the concept of customer service, plain and simple.

sky high states: Then, WHY ASK? The customer service they were expecting DOESNT EXIST.
They wanted a HOTEL ROOM for a weather cancellation. We (no longer) do that.
They wanted a REFUND on the spot.....like someone is gonna to pull out a wad of cash.
They wanted their baggage.........it's the black one...........in a sea of thousands in the bag room.

only stating opinions

 

[marco90821]

hey a CP got off our flight yesterday ad told us this supposedly true story....a Wachovia bank was robbed in PHL and the men said hurry up we are on our lunch hour....they had masks on and all but their US ids were clearly visible....guess FBI and Locals were at the airport questioning.....so since they dont pay us correctly we ar enow resorting to robbing banks......

Are you advocating illegal activity as a result of your unhappinness with the pay scale? There is never a reason to commit a felony. People that do so should be hung out. If you are unhappy with a career you certainly are the one holding the power. It is not the company with which you are employed fault. I suppose you also favor free health care for everyone (which of course isn't free for anyone and takes away personal freedom of choice). Go live in China, as it sounds as if you support Socialism and Communism.