Complain about a product or service

US Airways

Nicole of Cameron Park, CA November 6, 2007

My US Airways connecting flight from Phoenix to Florida was delayed 7 hours. The pilot misinformed the passengers and breached his verbal contract. The plane's nose gear did not work, and we were told that we had to burn enough fuel to land back in Phoenix; and we would be up in the air for 1 1/2 hours which turned out to be 3 hours. Twenty minutes before we landed back in Phoenix the pilot told us that there was another plane ready for us and they just had to switch the luggage over and board the plane. When we got to Phoenix they started pre-boarding the plane, but the pilot had timed out. So we had to wait in the airport for another 2 hours. There were over 200 passengers, and this was a FULL flight.

I was to be compensated for my event that I missed (300) because of their inability to get me to my destination in a decent amount of time. They breached their verbal contract they had a plane ready for us. If I had gotten on a plane that was ready I would have made my event. I cannot get money back from the company that hosted the event on as it is non-refundable. So I lost 300 due to US Airways.

Neil C. Anderson of Salinas, CA October 12, 2007

I own a small business and an employee plus myself were booked to Las Vegas from San Jose, CA on the 7:00 A.M. flight, returning to SJC at 5:15 P.M. The employee needed to cancel.

I had questions about transfering or replacing the ticket. Six times I contacted two of their toll free numbers to take care of the matter. The first three times I was routed to French Canadian speaking representatives. Three times I was directed into e-mail that ended with no one is available to take your call, please contact our website. I tried three times later and was directed to several Philipinos. I don't care about their outsourcing. The people were gracious, but when they tried to resolve the problem with customer service, all there was available was a dead end voice message. It seems like their drunken pilots have been put in charge customer relationships.

I will fly through Minot and Tulsa to avoid using this airline again. The last time I was on a U.S. Airway flight was in Atlanta, we were rerouting to different gateways twice and then sat on the runway for two hours on a flight to Phoenix. I missed my connection and got treated like livestock then. I should have learned after that experience.

My congressman will here about this. They have had federal bankrupt protection while taking over America West and they deserve to lose their license if they treat paying customers like I have experienced on a regular basis.

Tom of Ponce Inlet, FL October 2, 2007

I purchased a ticket on US Airways (Scareways!) for 738 for travel from MCO to ELM. I had to change my departure date to a day later. I went to US Air's website and found my new ticket for 213 less than my original.YEAH! I called US Air to make the change and was informed the price was correct, but not only would I get no credit, I had to pay the change fee as well! The agent told me she would do me a big favor and bump the price of my new ticket up to 738, so I would have that much credit in case of cancellation. Wow. Isn't this illegal? Should be. Thanks!

Kelly of Tempe, AZ September 30, 2007

On Sep. 28th I was supposed to take US Airways flight 472 at 10:12 am to Burbank. I would say about 20 mins. before our boarding time, maybe a little more, they changed our gate to a gate 2 concourses over. When we all arrived at the new gate we were told we will be delayed, no reason or time given. Finally after about 10 mins they tell us we are being delayed due to the first class toilet being clogged and maintenance having to fix it.  We were told it will take about 30 mins. Well, it turns out it actually took about 1.5 hours. We arrived in Burbank around 1:15pm, much later than our original scheduled time of 11:49 a.m. They hardly even apologized the whole time. Not only was this a huge annoyance, but it caused me to miss the midterm I was flying in for, and the airline could care less. Thanks, see if I ever fly through you guys again!

Thomas of Alameda, CA June 23, 2007

Firstly, there was a major mechanical problem with my flight from the Bahamas to the US. The mechanic was supposedly at church when it happened and we had to wait for him to get to the problem to fix it. The US Airways reps kept delaying the flight even though it was reported by the US Airways customer services in the US that the flight was canceled. Then the US Airways reps disappeared. A Delta rep tried to help me but could not get me on a different flight run by them, because the US Airways rep refused to authorize it because my flight was delayed and not canceled.

Literally moments after the Delta flight was closed for take-off US Airways authorized us to take other flights. Out entire flight was stuck in this airport for hours upon hours we were due to take off at 2:15 and they canceled the flight at 8pm.

There was an American Airlines flight from Bahamas to Miami leaving at 7:30. I asked the US Airways rep if I could take that flight to Miami and transfer to San Francisco. She said no. I went to The American Airlines people the same question. They said yes. The US Airways rep lied repeatedly to me and others all day long but luckily I got the American Airlines rep to tell the US Airways rep how to do her job.

I finally, made my way onto a Miami flight as my US Airways counterparts headed to their hotels to be dealt with again the next day. After making it to Miami I made it to San Fransisco after 1am, 5 hours later than I was supposed to. Public transit was closed to I had to take a very expensive cab ride home.

Christy of San Antonio, TX April 25, 2007

Arrived in plenty of time, stood in check-in line for over 2 hrs., missed flight along with at least 100 other people. US Air employees were unsympathetic, unapologetic, & rude. No arrangements were made or offered to fix the situation except another flight home. We were told by several employees of a hotel that this is a nightly occurance in Las Vegas with US Air. They also stated that US Air makes a habit of overbooking. Myself or my family will never fly US Air.

Sue of Huntington Beach, CA April 13, 2007

My mom flew via US Airways from Manchester to LAX, via Philadelphia, PA. On both flights, she was told the flights were overbooked and she would be on standby. Fortunately, she got here as expected. She left yesterday (Thursday, April 12th) on an 11am flight from LAX to MAN via Philadelphia, and the flight was delayed 2 hours, so she missed her connecting flight. They also admitted to being overbooked on a number of flights. I tried calling the airline to get her on a flight with another airline, but they said they were all full. At Philadelphia, they put her on standby, and they ended up offering her a hotel for the night. She has been standing in line today for over 12 hours, been put on standby and told the next flight they can get her on is Monday (today is Friday), but it's to a different airport in the UK. They have given her hotel vouchers and shuttle service to the hotel. Her luggage is now in Manchester, UK, and she's in Philadelphia, PA.

Robert of Winston Salem, NC April 10, 2007

The first time my wife was quoted one price and then put on hold for more than 20 minutes when she returned she was given a price over 100 more expensive and was told that the last two seats at the original price had been sold while she was on hold. We purchased my tickets to match my wife’s tickets that her work had purchased about two weeks later and we were not sitting together I called on 4-7-07 to have our seats moved so that we would be sitting together once again I received nothing but rudeness.
 She told me that there was nothing that she could do.

David of Cape Coral, FL April 6, 2007

Searched for a round trip to Philadelphia, on the day I needed, only first class was available outbound. Next day I found another way to get there so changed my round trip to a one way in coach. US Airways not only charged me 100 for doing so, but also kept the 620 for the outbound leg which I was no longer using.

I am out 750 because I did not read the small print. I doubt what they are doing is illegal, but it is certainly unethical.

Shepard of Washington, DC April 6, 2007

I am a gold level customer and in the air every week, principally on the pvd-dca route. In the last ten weeks I've been on Usair on that route and to Charlotte, Seattle, and elsewhere. My experiences have been abysmal. Not a single round trip on time. Many not just late but 3 hours late. One plane canceled because of maintenance; the stewardess of the next flight, 2-plus hours later, remarked, when I saw the [manifest] this morning there were only two passengers on it. Maintenance is a euphemism for...well, unprintable behavior.

Moreover, no more help in the clubs or with emailed records of reservations (the computers are down or do not work, or the ladies on them no longer have access to that kind of information...or so they say). I don't even know where to begin, except with: I have lost faith and confidence in USAir; I do not believe them when they tell us something and think they lie; I really don't think they care about passengers.

Rather than find flight on USAir (which I would have done before winter), I just booked flights with Continental and Swiss Air. I will avoid USAir in future if I can, especially if I have a connecting flight.

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