US Airways hates its customers (best, airlines, airport, price)

[LivieLuv]

Sorry folks, I just have to vent and pass the word along for those who travel by air. I have been a loyal and understanding US Airways customer for 10 years now. Mostly due to the fact that it owns my hometown airport (Phila).

I travel quite a bit for work and so I signed up for their "Dividend Miles" program back in 1997. Now my company's preferred carrier is United and on more than one occasion I have had to get permission from mgmt to fly on US Air instead. I was always willing to do so because I thought it would benefit me to be loyal to them via "Dividend Miles". I have racked up a little over 100,000 miles in just 15 months.

So I called today to use my miles to upgrade my seat on ONE of the FOUR flights that my work purchased for an upcoming business trip (that cost the company $998). I was told once again by US Air's customer service "No seats are available" as I sat staring at the website telling me there were seats available. The rep's response to this was "oh, there are no seats for NON-PAYING passengers in first class" I lost it!!!!

Long story short: EVERYTIME I call to use my miles, I get the same run around. They simply do not want to let you redeem those miles.

When I provided the rep with feedback about the lack of customer service I am provided with, she didn't seem phased. I then asked her why I should even bother using US Airways when Southwest is pulling out all of the stops in my hometown market. Her response was "You don't have to fly with us" WOW! Thanks, after today I will make it my mission to never set foot in another US Airways plane again. Well of course after the FOUR flights I must take now in January.

Folks, you will pay top price for mediocre service if you chose US Airways. I was a loyal customer, even after many NO's but today I have had my fill.

PS-their 1st class is a sad joke anyway. Only difference between that and coach is free drinks & meals...no legroom.

[Ohiogirl81]

USAir has been ridiculously user (un)friendly since the days of Agony (Allegheny) Airlines, but since the merger with America West, things have gotten much, much worse.

I'd rather drive.

[Dd714]

Pretty much normal treatement. If it makes you feel better almost all airlines are the same in regards to lack of seats for frequent flyer mile usage. Expect to reserve a seat a year in advance to get the one or two seats they reserve for this.

I've been flying for about 20 years, up to 100,000 miles a year, customer service is a thing of the past, every year it's getting worse with delays, lost baggage, less service, less comfort, it's worse than riding a bus nowadays.

The worst are flight attendants. Man are they mean nowadays? All them seem to be 50 years old and have some kind of union tenure thing going on. For them we are doing them a favor by flying there plane. If you ask for a glass of water out of turn it's "air rage" treatement time. At least 20 years ago I could enjoy the eye candy, now I don't even have that. Just mean, lazy, and ugly.

[mikeyyc]

If it makes you feel any better US Airways and United are both part of the Star Alliance, so you can use your USAir miles to book a United flight.

[AZ_680]

Aw, on behalf of myself and the staff at US Airways - we love all our passengers and constantly strive to provide the best traveling experience our abilities will permit!

^I felt obligated to stand up for the company, since I do work for them -- but only as a ramp agent.

[Don Vito]

The quality of service in the airline industry has gone down hill in the past 15 years. I remember being a kid and my parents ordering me mcdonalds kids meals and getting to sit in the cockpit before take off with the pilot. The last time I flew united the crew was french, and when i was sleeping ( i had the isle seat) one of the stewards hit me in the head while pushing a cart and simply shrugged it off as if he didnt even clunk me. It didnt occur to him to appologize. Another time I was flying into Oakland and for some god beknown reason, my bags were sent to SF. In the process of trying to figure out how my bags ended up in one airport while i ended up at the other, the receptionist on the phone hung up on me!!
When i hear all these airlines are going bankrupt and need government bail outs and massive mergers just to stay afloat it doesnt surprise me in the least.

[pirate girl]

One time I was on a US Airways flight out of Phila. with my son who was 10 at the time. We boarded the plane and were in our assigned seats when someone else came to me and said I was in his seat. We called a flight attendant over and she made me deplane- but would not allow me to bring my son out to the gate while we worked things out.

At the gate I was told that they were going to give my seat to the other person- and while telling me that, they closed the door of the plane. I explained that my 10 year old was on the plane alone and they refused to reopen the door so I could get him off the plane.

I had to throw a bloody fit in the airport and attract police attention in order for them to stop the plane and order it back to the gate so I could retrieve my son. And the officers (including PD and TSA) who became involved basically demanded that I be given the seat considering the treatment I was subjected to.

I wrote letters to US Airways and all I received was a curt apology with a $50 discount coupon on future travel.

I have not since and never will set foot on another US Airways flight again.

[maf763]

Airline service may be worse in general, but US Air in Philly brings customer service to lows previously unimagined.

The US Air passenger's motto is "Thank you, sir, may I have another?"

[Dd714]

Originally Posted by pirate girl

One time I was on a US Airways flight out of Phila. with my son who was 10 at the time. We boarded the plane and were in our assigned seats when someone else came to me and said I was in his seat. We called a flight attendant over and she made me deplane- but would not allow me to bring my son out to the gate while we worked things out.

What a story. People basically have to learn their rights - in that circumstance I would have outright refused to leave the plane. Airlines exceed their legal authority all the time. Don't give you proper reimbursment for late and cancelled flights, etc. You would have had a good lawsuit claim against them if they left with your child.

[renter07]

It's the same 'BS' customer service out of Charlotte, NC. Most of the time USAir is the only direct flight to your location and you are stuck with them. Terrible airline - both domestic and international flights.