• Report: #885938

Complaint Review: US-Airways

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  • Submitted: Mon, May 21, 2012
  • Updated: Wed, September 12, 2012

  • Reported By: sara — Munich Internet Germany
US-Airways
4000 E.Sky Harbour Blvd.111 W Rio Salado Parkway Tempe, Arizona United States of America

US-Airways Be careful when you buy Dividend Miles - as some of them can be deducted at any time Tempe, Arizona

*Author of original report: No goodwill or customer service at all

*Author of original report: An addition to our complaint

*Consumer Comment: OK up to certain degree

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I wrote the following story on US-Air Facebook-Site:

My son opened in mid-2010 two frequent flyer accounts,not knowing that this was against your terms and conditions to have and use two accounts or more at the same time (however,you offer a button or a tool to merge
accounts at any time,thats a bit strange for us).Then he started to buy and share miles.He wanted to have two seperate accounts,one for business purposes and one for all family travel bookings.He was an absolute newbie.Suddenly after a short while his accounts were all frozen by your fraud department and they were not accessible anymore for a certain
period of time.

My son wrote,mailed,faxed to you a dozen of times and apologized for his fault several times.He kindly asked you to offer
him a fair solution and to forgive his fault and to reopen his acconts.

After a short while his both accounts were reopened,mergered and 100.000 miles were deducted-giving him the reason that he had participated in certain buy-and share promotions twice and that was not allowed.My son argued,that,if he had known that before,he would not have bought this number of miles- finally he had to pay for a certain number
of miles the double price involuntarily and retroactively.Once the credit card is charged,no changes of the purchase can be made.No chance,even if you try it.

He also argued and stressed several times that he did not want to do any unlawful thing or cause any trouble at  any time.Finally,my son suffered a financial loss of over 2000,-US-Dollar with his miles purchases.

Starting with the loss of the miles (my son offered you for example to open a frequent flyer account for another family member or friends and transfer some of the miles,instead of deducting them),then secondly,during the time,
when his account was not accessible,he urgently needed air travel and so he had to book some flights somewhere else,and finally,he had to change and rebook some of his reward flights which had already been booked ,as a
result of all the inconvenience,and at that time,you charged him 250,-US-dollar for every rebooking transaction of award flights.

In all your mails you adressed to him with no salutation,treating him always and all the time like an imposter or fraudster.He had never experienced that before.Actually,we all have never experienced such a treatment before.

He was just a newbie with no experience at all.
He is a good guy.He helps his old parents and he he also helps very poor people and families in the Philippines e.g.with food and toys.If you have a sence of decency or integrity,we would appreciate a lot,to receive an apology for all the inconvenience we experienced in 2010 and our 100.000 miles back.It has all been a misunderstanding,and nobody
wanted to cause any trouble at any time.

My son suffered lots of trouble and inconvenience at that time.He would appreciate a lot,if you adressed to him.You are one of the biggest airlines in the US and your customers-especially those from overseas-with no experience in frequent flyer or loyalty programs-should get help,assistance and goodwill in such a situation.Our son wants to invite his old and retired parents to a journey to the US after his graduation and therefore he wants to buy three Envoy Class tickets for scheduled flights.I think,if he got his miles back,he would fly in his vacation to Philippines to help some very
poor families with up to nine children,who do not have enough food,water or toys.He knows some of those families there and wants to help them a little bit as good as he can.

I am already 70 years old  and I wont travel that much anymore.
However,I just wanted to say that I  have never experienced that before-with no other Airline..

This report was posted on Ripoff Report on 05/21/2012 04:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/US-Airways/Tempe-Arizona-85281/US-Airways-Be-careful-when-you-buy-Dividend-Miles-as-some-of-them-can-be-deducted-at-an-885938. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

No goodwill or customer service at all

AUTHOR: sara - (Germany)

The airline does not show any customer friendly behaviour or goodwill at all and categorically refuses to offer us any compensation. And it has even become worse: All our recent comments on their facebook site have been removed and deleted and we do not have the possibility anymore to comment anything on their website.

This is the way how one of the biggest Airlines in Northamerca is dealing with customer requests and complaints. If you contact them via Facebook directly, normally no answer will be given to you. Finally, we feel ripped off, but we decided after having struggled for about two years or even longer, to give up.

As I have already mentioned before, when you buy their frequent flyer miles, always be cautious and we recommend to buy only the number of miles, which is really needed. And feel free to keep in mind that their competitors sometimes offer similar offers as well. So feel free as a customer to compare the conditions of your purchase.

For us this Airline is one of the worst,and especially the way how they treat their customers and how they deal with complaints.

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#2 Author of original report

An addition to our complaint

AUTHOR: sara - (Germany)

Whenever you but US-Air frequent flyer miles,please me aware,that after 2 or 3 purchases in the average your credit cards will be blocked for further purchases. Apparently the airline does not want the customers to take advantage too often from their offers. This is an addition point, we want to mention, as it can lead to lots of inconvenience as well. If you want or need to buy miles and you want to do it within a certain timeframe to use a special offer, it can happen that your credit card is still blocked and until it is unblocked, the promotion you wanted to use has already expired and your miles purchase can be much more expensive.
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#3 Consumer Comment

OK up to certain degree

AUTHOR: MochaG - (United States of America)

I am sorry to hear about it but I see certain faults that you and/or your son should have expected what to come.

Your son saw a loop hole which is against their terms in the frequent flyer program, regardless by accident, and exploited it. Then they found out what he was doing and cut him off. Your son negotiated with them to try to gain "all" he did back. From what I understand is that what he was doing was to gain double mileage from having 2 accounts. They took it back because your son was not supposed to do in the first place. Oh, and please do not expect that "he does not know" is an excuse for what he did because it must be written in the term he agreed with when he click "Accept" the terms. If he is getting a degree, I would expect him to be able to read what it is written in the term/contract.

The punishment during the account suspension while they were investigating may be harsh, but what do you expect? If the benefit was from exploitation (and it was), your son should not be able to use it anyway.

"Newbie" status does not allow your son to misuse the program and expect to still have the benefit. Your son should admit the mistake and moves on. Also, if he is not comfortable with the company anymore, there are many other airlines out there to select and start all over again. Feeling attached to what was not supposed to be gained would just hurt himself.

By the way, flying to help whatever family is irrelevant. Please do not try to gain sympathy by using this excuse. My home country is also poor. I did help some if I could. If I want to fly home to help them as well, would I get free gimmicks from them as well because if they give to one they should give to all for fairness.
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