Complain about a product or service

US Airways

david of lake in the hills , IL May 14, 2009

I first arrived at the check-in counter and was told by a U.S Airways agent that my tickets had been revoked ? she couldnt give me a reason as to why & really made it seem as though it was my fault.. She then pawned me off to American Airlines- who were confused by the flight change/ ticket reissue the Agent had given me. They sent me back to US Airways & I was told by a customer rep that I had to wait in line again.

This time the same agent said that they dont understand the ticket because it is a connecting flight through San Juan & it's a different airline. She sent me back to American Airlines again and when I got there American Airlines told me that I had a a 220p arrival in San Juan with A departure from San Juan to Antigua (ANU) - why is this an option even ? 5 minutes ? considering that I was checking a bag also.

So I went back to the counter ( lugging heavy bags the whole time) and said it's not physically possible to transfer planes with luggage in 5 minutes? She sais "OH , OK let me see what other options are available" after I had carried luggage back and forth 3 times. I asked for the manager who finally came after about 20 minutes & I asked her why my tickets had been revoked . She said the flight was cancelled which is understandable- but what about a courtesy call or email before getting all the way to the counter ? She offered me a a flight at 830 to San Juan but I'd have to stay overnight there ? I said no thanks and picked up a flight through American Airlines the following day.

Sharon of Napa, CA May 19, 2009

Recently I used my air miles to book a trip for my husband and me to go to Italy. We had to cancel as our dog developed bone cancer and is going through chemo. When I called to have my air miles replaced to my account I was told it would be 250 per person to put the miles back! That is absolutely absurd to have to pay that much for someone to do 30 seconds worth of keystrokes on a computer to reinstate the air miles. I do not object to a fee, but I feel 50 per person would be a lot more reasonable! They did, however, reverse the airport fees and taxes that I had to pay when I made the reservation.

Also, when I booked the flight, USAir does not allow one to book international travel on line, so I had to call for reservations. There was a fee for doing the transaction over the phone (I forget how much it was). I complained that charging a fee when I had no other choice but to call was not right, but I could not get the fee reversed. I understand the airlines need to make money, but to impose a fee for calling when there is no other option is not right. We spent 500 to reinstate my air miles into my account, and an unknown fee to call into the reservation center to make the reservations in the first place.

Joyce of Marco Island, FL May 19, 2009

USAirways has switched my Visa card at Bank of America to a Visa card at Barclays Bank and effectively increased my interest rate by %6. What can be done about this aggregious behavior. No one from USAir will respond. Increase in interest rate

Gail of Williamsville, NY May 17, 2009

In July of 2008 I purchased 2 tickets from US Air for my daughter and grandaughter (age 2 at the time). It was durring the week hurricane Fay hit florida. This trip was from Buffalo to Orlando. Due to weather conditions we were offered to rebook the flight within one week. Unfortunately my daughter could not change her vacation time to accomodate US airways time table. No problem I understood when I spoke to the agent that the change fee would bee 100.00 and US air issued a credit to be used within 1 year of 211.00 for each person. That amount included sales tax and airport fees that are based on actual purchases and use of airport facilities that were not used.

Yesterday, I wanted to book my grandaughter on a flight to Daytona with me. I was now informed that the change fee became 150. Here is the issue, the credit from the orginal ticket was 211 for each of the travlers, the fare I was trying to book was 92.00, I would have assumed that the credit of 211 minus the 150 change fee would leave 61 to apply to the 92 fare. Leaving a balance to pay of 31.00 plus tax. Not the case, they wanted me to use up the 211.00 credit on a 92.00 flight and give up the additional 119.00 as they said you forfit the residual value of the ticket, and then pay an additional 150.00. This is accurate as I couldn't believe what I was hearing, I actually spoke with two additional supervisors. This now makes the change fee 269.00.

The agents that I spoke with told me not to use my credit and just buy a separate ticket for 92.00. How absurd, that I would even consider doing that. All I wanted to do was use the full value of my credit. My loss is actually 433.00 the price I paid for both tickets. Most people save for a vacation for a long period of time, most people work for a living and have restrictions as to when vacation time is available to them. There are additional feelings that I have regarding this issue, like the tremendous cost associated with booking a refundable fare, that the average family would never consider purchasing and the terms and conditions regarding cancellation, or the ease of finding them on the web site. I just did some research prior to writing this and I found conflicting amounts regarding change fees on their web site.

Brenda of Manchester, NH May 12, 2009

We had to fly out of Boston because a medical emergency with a family mmenber in Tampa, Florida. My son,siter and I booked our (4/30/09) trip through U.S. Airways and the trip sown to FL. went as expected. We had a return flight scheduled for May, 7th 2009 out of FL. making a stop in Philadelphia and finally were suppose to land in Boston. Well when we arrived at the airport in Tampa we noticed that there were no tickets for us in the Kiosks, even I had my itenerary that I printed offline.

We were told that there was an error and that when we arrived in Phil. that they would put us up for the night at a hotel and apologized for the mistake. My son who is in the airforce had training scheduled in Georgia so he was a bit upset because now he had to worry about making it to his base on time. This was also told to the rep. so they said that they would try to get him on aplane in Phil. and at a minimum get him home on time. When we arrived in Phil. it got worse!!! It was approximately 11:00 p.m. and when we got to the counter, there were no arrangements made for a hotel nor was my son allowed to board the flight, they claimed there was no room. I was pissed, this kid had served his country in Operation Iraqi Freedom, wanted to get home so that the next day would not be a stressful day and guess what we slept on the floor in the airport!!! We paid full fare for this roundtrip ticket and we did not even get a blanket. The joke is that when you attempt to find a complaint division on US AIRWAYS, it is like finding a needle in a haystack.

So to summarize the trip 1. family member in grave condition, 2. flight back was non existing even though paid full fare 3. slept at airport terminal 4. son had to rush out of airport and take a hour and a half ride to base so he could board another plane to GA. ..Nice, I will tell anyone that would listen not to ever book a trip through this airline. In the times that we live in, you would think with a name US AIRWAYS that it would treat it's citizens, especially military men/women with more professionalism than that which we had to deal with....Disappointed cant begin to express our feelings.

Arden of Boca Raton, FL May 17, 2009

I am pregnant and I wanted to purchase a ticket to fly from Fort Lauderale, Fl to Philadelphia for a wedding on May 23, 2009. I called the airlines on March 29,2009 and talked to reservations before I was going to purchase a ticket because I needed some very important questions answered. I wanted to make sure that if I was not allowed to fly in May because of my doctors request due to high risk pregnancy I would be able to get my ticket refunded. They informed me that with any ticket purchased including non-refundable if I had a doctors note 3 days before flying I would be refunded my money. I purposely made this call to the airlines so I would not have any issues if there ended up being a problem!

Well, on April 24th after my appointment with my doctor she decided she did not want me flying anymore. She wrote me out a letter to show the airlines like I was told. I called up U.S airways and was then told that since it was a non-refundable ticket they cannot do that and that I could use the ticket in a years time. They totally lied to me before so I would purchase their ticket. This is freud! There is nothing written under their restrictions about anything to do with pregnancy and problems not being able to fly! I would never have bought the ticket is I knew that I would not be refunded. I would have just waited. The ticket is worth 261.20. I am having a baby in August and do not think I will be flying anywhere on U.S Airways in the next year.

Theresa of Toledo, WA May 11, 2009

Purchased round trip ticket for grandson Co Spgs to Phx. We met him in Phx and flew onto DC all on US Airways. Went well until return check in at DC when did not get boarding pass for 2nd leg of his flight. On arrival in Phx we decided to go to his gate with him (he is 15). We were told he did not have a reservation. We were yelled at by customer service. No one could find the reservation even with their confirmation email in my hand. There had been a snow storm in Co and the place was full of people who had been waiting for days to get on a plane home. It was Sat. were were told openings on Wednesday. I guess they figured a 15 yr old could hang out in an airport for 4 days alone.

I called daughter in law and sent her to CO Sprrings airport to see if she could find out what was going on. She was told we showed up late for the flight. She laughed and said no we had checked in at 6am Phx time for a 3pm flight. After looking again the clerk told her he had a seat on the next flight out. With that info I got the gate clerks to look again. She snorted at me but looked and by golly we got a boarding pass. Why did Phx not know this, who changed his flight, I tried to get my credit card company to take back the money. They tried but we did get the second leg of the flight.

Let me tell you we waited 5 hours and heard horror stories of customer service tearing up boarding passes. Once we got one I was not about to try and get compensation for being cheated by someone who had the power to rip up a boarding pass. The grandson never wants to fly again. I will tell everyone I know that US Airways is horrible AND I intend to file child endangerment charges. Had I gone and met my shuttle and not escorted him to his gate he would have been left alone being told he could not get a flight until Wed! We were terrorized. US Airways offered me 125. towards a future ticket for my grandson. Like I would allow him to travel alone on that airline or even consider giving them one more dollar.

De-Ann of Oakland, CA April 23, 2009

Luggage was taken into possession by US Airways Agent C3 on 1/21/09. Luggage was lost and to date property not returned. Extreme difficulty filing a claim and given the run around along. Submitted notarized inventory and receipts for luggage. On 4/23/09 informed that US Airways not liable for luggage as undersigned did not have proof of payment of luggage taken into possession. Agent C3 did not charge for 2nd piece of luggage, though I thought she did and did not learn of error until arrival at SFO. Agent Christiane D. at Reagan National Airport provided locator number for 2nd piece of luggage (DBTCN7). However, Central Baggage Resolution Center stating they don't recognize such number.

Karen of melbourne, FL April 24, 2009

I purchased a ticket from Orlando to Islip with a layover in Philly. They got me to philly and cancelled the rest of the flights. They had an evening flight out which was full. They said sorry, too bad, no more planes. They also told me to call my husband, like that would help, he was in Florida. The whole experience was just horrible. They literally left me stranded alone in Philadelphia with no other option for their airline. With additional expense and lots of stress and worry, I had to resort to taking 5 trains to get my destination 6 hours later.

When I asked for a refund (your going to love this) They gave me half, hahaha. They said I flew half the flight so basically because they left me stranded did not account for a full refund. This company is a joke! NEVER will fly US AIR again, NEVER. I will warn everyone of their shaddy practices and I will post this to every discussion board out there. After I realized they only refuned half, I emailed them. At least they could have done was refund my ticket, after all they were the ones who cancelled not me. Loser airline. Well there you have it folks, if you want to be ripped off, fly US Air.

Steven of Swarthmore, PA April 24, 2009

The quality of service on this airline just continues to deteriorate. This is from a frequent flyer, who at one point, was Chairman's Preferred on US Airways. For 30 years, US Airways (and it's predecessor airline Allegheny) was my airline of choice, but no more. Nearly every other domestic airline seems to do it better. US Airways just seems intent on destroying customer loyalty. Cases in point: Revoking preferred status without so much as an e-mail letting me know. Travel from PHL to Rome: Rude flight attendants. One even dropped a can of soda on me and didn't even apologize. Tight seating - US Airways seems to cram more seating on its jets than its competitors. For example, on a 767, United has 2-3-2, whereas US Airways has 2-4-2. Do you have any idea what it's like not being able to move uour elbows? Also, back to back spacing. Once the passenger in front of you decides to lower the backrest, you are screwed. Milan to PHL - stuff falling off the ceiling of the airplane onto passengers heads. SEA to PHL - no food! I could go on. I've complained to US Airways but they are deaf. Avoid this airline if you can.

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