ED Magedson – Founder
US Airways Totally unacceptable Customer Service Nationwide
Please read the emails sent to US Airways in regard to a $48.00 hotel stay I’m asking for reimbursement for. Caused by their plane having repair problems and me not making it to my destination. Also it was less than a 24 notice which the hotel requires for a cancellation. I am totally frustrated with US Airways and find their customer relations subpar.
US Airway Customer Service Dept.,
I find your reply to this matter totally unacceptable. I will have to take this matter to the BBB and report your company and the lack of and confusing customer service that you have provided.
I understand that you are trying to keep a customer, but on the other hand my daughter paid $414.00 for the ticket and on top of that I had to shell out another $96.14 of unnecessary expenses. This was due to NOT ONE FLIGHT BEING DELAYED AND causing me to miss my connecting flight BUT TWO FLIGHTS. Both delays were caused by US AIRWAYS. Not weather, not me, but completely US AIRWAYS.
I was told at the departing gate counter by your employees,” that I would be reimbursed for the Hotel that I had reservations for that evening” All I had to do was email the receipt for the hotel to refunds @ US Airways. I DID NOT STAY IN the Hotel I had reservations for on the 24th of May. This was caused when in Cincinnati that 24th of May, Flight #2896 was delayed causing me to miss my connecting flight in Charlotte and I had to come back the next day to take flight #2898. This was because, I was told By the same employees of US Airways, “there were no other flights to Charlotte leaving for the rest of that day.”
So are you now telling me that your employees are lying and telling customers false information? This just makes me NOT want to fly with your airlines even more. So I will never use your $75.00 E-TUV.
I really gave US Airways the benefit of the doubt and figured that they might not pay for the other reimbursements I asked for but at the very least pay for the Hotel room I paid for and I DIDN’T STAY IN.
I would like to pose a question to you; If you made reservations at a hotel for a date that your flight was to arrive, and your flight was cancelled (no fault of the weather or you personally) and it was less than 24hrs and were unable to cancel, wouldn’t you want to hold the airline responsible for reimbursing you? I really think that you would. I also think US Airways should understand the customers point of view and be reasonable.
I really hope that when American Airline’s take over your company completely the customer service gets tremendously better.
SENT: June 20th 2014
I’m writing you to express my major disappointment with US Airways flights, and the customer relations that ensued after I had two of my flights delayed causing me to miss connecting flights. This was a mother’s day gift from my daughter and her husband, so that I could see my other daughter who had a baby the day before. My daughter emailed you about this because she felt bad about the gift she had given me turned out so terrible. But US Airways wouldn’t even speak to her and told her that I had to write them.
I am so unimpressed with US Airways customer service, And this is why…..
On May 24th I had reservations to depart CVG at 5:52pm flight # 2896. After we boarded the plane we were informed there were plane issues which had to be repaired before we could take off. This delayed the plane departure so that my connecting Flight #4529 departing Charlotte NC at 8:36 pm to Gulfport MS would be missed and there were no other flights going out of Charlotte NC that evening to Gulfport MS (my final Destination). I was told the only thing they could do is to get me on the Flight tomorrow, that there were no other carriers flying out of CVG with connecting flights to Gulfport for the rest of the day. Much to my dismay this caused me to call someone to pick me back up from CVG airport and bring me back the next morning at 5:00 AM to catch Flight # 2898. This is 57.2 mile round trip from my home to the airport, and to top it all off, I had a hotel booked for that evening and since it was less than a 24hr notice I had to pay for a hotel that I didn’t even stay in. US Airways personnel offed me a travel voucher and told me I could submit my hotel receipt to be reimbursed. US Airways did move back my return flight from the 31st to June 1st at no charge. This is the least they could have done since I already was a day late arriving to my destination.
You would think that this would be the end of my travel problems with US Airways but it wasn’t. On June 1st I arrived at the Gulfport airport to catch my flight #4570 to Charlotte at 6:00 am, only to board the plane once again be told that there are problems with the plane, and our flight will be delayed another hour to hour and forty five minutes . We had to deplane and stand at the desk and wait to make other arrangements because AGAIN I would be missing my connecting flight to Cincinnati. . The desk at the gate’s computer went down and they again were not able to get me on another carrier’s flight. There was a Delta Flight leaving Gulfport to Atlanta with a connecting flight to Cincinnati with a few seats left . Due to the computers being “down” I wasn’t able to get on the flight. I had a family function to attend that day at 2pm that is why I booked the early flight out of Gulfport. Well I was rerouted on the next Flight to Charlotte arriving there @ 10:30 am, which we did. However I did not get on the flight that they booked me on standby . The flight I was booked on was FLT# 4564 arriving in Cincinnati at 1:03. This Flight was OVERBOOKED and (which they were well aware of at the time of the booking they were just patronizing me ) there were no extra seats. SO AGAIN I missed another flight and had to wait in Charlotte’s Airport from 10:30am until 4:00pm… 5 ½ hours!! Not to mention missing the function that I was expected to be at. No one ever offered me a food voucher or any type, or any type of reimbursement or travel voucher for the inconvenience this caused me.
Attached you will find receipts for items I wish to be reimbursed for . US Airways desperately needs to take a refresher course on Customer relations. I will never recommend anyone to fly with US Airways and I will do everything in my power not to fly with US Airways again.
I’m asking for the following reimbursements, which are attached in this email:
HOTEL STAY $ 48.00
FOOD AT GULFORT $ 6.93
FOOD AT CHARLOTTE $ 9.18
MILEAGE FOR EXTRA TRIP TO CVG $ 32.02
TOTAL REIBURSEMENT REQUESTED $ 96.14
Please send the reimbursement check to:
From: Customer Relations [mailto:firstname.lastname@example.org]
Sent: Monday, June 23, 2014 5:52 PM
To: Cathy S
Subject: US Airways Customer Relations - US-14SPARKS-G73J05 - T2W
This report was posted on Ripoff Report on 06/24/2014 07:02 AM and is a permanent record located here: http://www.ripoffreport.com/reports/us-airways/nationwide/us-airways-totally-unacceptable-customer-service-nationwide-1157024. 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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