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US Airways Complaints 82

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5:56 pm EDT
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US Airways Shocking Flight Attendant Behaviour

I am writing this in total disbelief. I hope US Airways will understand the gravity of what I am about to recount and take the appropriate measures to make it right. This abuse needs to end and by bringing this story out in the open, hopefully airlines will start taking responsibility for their declining customer service, allowing passengers and paying customers to stop feeling mistreated and harassed by airline employees.
I am a 30 year old female executive who travels every week all across and outside of the country, nationally mainly on US leading airlines, internationally or whenever I can on Asian airlines who are among the few that still have incredible service.
I still remember back in the 90s when flying was a fun and glamorous experience… When flight attendants would remember that a large part of their job description is to serve the customer, and where one received the service that is expected in a first world country and the land of “the customer comes first”.
I am sure many of you have experienced the change…. Service has been declining, customer service has gone down to the bare minimum and passengers often find themselves dealing with rude check in representatives, airport personnel, gate agents and, worse of all, flight attendants.
In the past few years, these unacceptable experiences have become the routine, and the people I happen to talk to seem to have given up to the idea that this is how it is, and that the airline industries decline (USAirways’ in particular) is just at the beginning stages. I constantly witness passengers getting yelled at, or being mistreated for taking too long in putting away their bag in the overhead bin, or treated rudely for requesting something during the flight. The sad thing is that this is something that by now, we are all used to and expect when we fly … unfortunately.

But yesterday, I had the most unbelievable experience of all. USAIRWAYS shame on you!
I was travelling to Saint Louis on a US Airways evening flight. I travel US Airways multiple times a week because of its convenient flight schedules from Miami. Because of my loyalty and the many flights I take every month, I have received a Preferred Status and am often upgraded to first class… Not that I would expect this to mean something, but it makes the whole experience even more scandalous.
I was waiting to board the plane, where I was assigned the very first seat to the right as you walk in the cabin. I was on the phone with my CEO discussing an important meeting we had that day. As I walk into the plane, I hear a flight attendant scream to me in a rude and demeaning way “YOUR BAG IS TOO BIG (which it isn’t, as it is a standard carryon size)”… Being on the phone I did not realize the screaming was directed at me, so, as we are instructed to do, I went ahead to open the overhead compartment immediately on top of my seat. Here, plenty of space to put my bag as the compartment was completely empty with the exception of a small black bag. As I am about to push the black bag to the side to fit my carryon, the same flight attendant roughly GRABS MY ARM and yelling again says “DO NOT DARE TOUCH MY BAG!” Still on the phone and in disbelief I respond that I had no idea the bag was hers and that all I was trying to do was place my suitcase in the bin assigned to my seat. At that, with the same tone, she responds “YOU HAVE TO GO ALL THE WAY TO THE BACK OF THE PLANE” (which seemed unnecessary since the plane was half empty and there were plenty of empty bins between the first class cabin and the end of the plane.) Since I had people behind me who were trying to board the plane, and since I was assigned the first seat at the front of the plane that has plenty of extra space and leg room, I pulled to the side with my suitcase, allowing people to make their way to their seat instead of slowing down the boarding process… Another shout “MA’M YOU CANNOT STAND THERE WITH YOUR BAG, IT NEEDS TO GO IN THE OVERHEAD! IN THE OVERHEAD I SAID! GO TO THE BACK OF THE PLANE!” At which I responded that I was just waiting for the passengers to board so I would not block the entry way and made my way to the middle of the plane where a much more professional flight attendant smiled at me and helped me store my bag.
Displeased by the discourtesy and approach of the flight attendant (who should help make the passengers’ experience a positive one), I decided to ask for her name so I could file a complaint as soon as I arrived in Saint Louis. Enough is enough! And I also figured that if passengers start taking the time to report these incidents, the flying experience might improve for passengers all across the country. After all, I wouldn’t expect US Airways to be able to fix what they don’t know is broken.
The flight attendant did not like the idea of being reprimanded. So, a few minutes later, while I am sitting down reading my new book, she asks me to deboard the plane. “MA’M STEP OFF THE PLANE!”, “May I ask why?” I replied.
“DO YOU WANT TO FLY TODAY OR NOT? she said, with her unlikable manner. At which of course, I said yes. “THEN STEP OFF SO THE GATE AGENT CAN HAVE A WORD WITH YOU.” “No problem, I said, I would like a word with him too.”
The gate agent (who then I found out might have been the pilot) asked me what had happened. I explained and he apologized profusely for the experience, suggesting I report the incident and writing for me on a piece of paper the information about the flight so I could file a complaint. Throughout this process the flight attendant was standing close, worried, and raising her voice while trying to plead her case by denying what had happened.
I thanked the pilot for his concern and apologies, and took my seat. The pilot then pulled the flight attendant aside and explained to her that such behavior is unacceptable. She started making up lies and blaming everything on me saying that I was the one with the problem and again denying the entire incident. Compelled to clarify my side of the story and EXHAUSTED from having to experience such lack of class and professionalism, I got close again and reiterated that such behavior is unacceptable and that if in my line of business if I dared to treat customers half as bad as she had treated me (and others, I am sure) I would have gotten fired a long time ago. The pilot once again apologized, told me I had every right to complain. At that point, glad I had at least had a chance to voice my mind; I sat back in my seat.
The moment the pilot locked the cockpit door, the flight attendant started harassing me and walking down the aisle pleading passengers to please sign a petition against me to help her keep her job.
To my disbelief, a couple of bored passengers who hadn’t even witnessed the incident as they had not boarded the plane yet when it occurred, found it amusing to team up with the flight attendant and support her mobbing.
Although this made me uncomfortable (after all the flight attendant was walking around soliciting passengers against me and harassing and laughing at me together with the rest of the crew), I kept reading my book… “It takes a man to suffer ignorance and smile” I was taught.
The harassing however did not stop. Feeling extremely frustrated and uncomfortable, and also determined to make a point -- as I don’t believe that a Premiere Member (or ANY PASSENGER FOR THAT MATTER) should ever have to go through such an implausible experience on a commercial airline -- stunned that a flight attendant instead of doing her job would walk around the isle soliciting and harassing passengers, I decided to take my bag and step off the plane. Something that I NEVER in my life have done or was put in the condition of considering before.
As I walk out, the same flight attendant starts clapping and cheering and the couple bored passengers tagged along.
I WASH IN SHOCK! I did nothing but exercise my right to be treated with courtesy and respect.
I want to clarify that I am in no way a rude person, anyone who knows or works with me will tell you that I do not go around mistreating people, I am very involved in charitable organizations and at no point throughout this incident, other than complaining and addressing my concerns, did I ever act out of line. Exercised a right, is more like it.
Anyways, returning to the gate I asked to be rebooked on the next flight (which happened to fly out the following morning). The supervisor, hearing the story, and herself in disbelief, asked me to please get back on the flight: “AS A CUSTOMER AND PREFERRED PASSENGER YOU HAVE EVERY RIGHT TO BE ON THAT FLIGHT AND BE TREATED WITH COURTESY AND RESPECT. THIS IS UNACCEPTABLE AND THIS IS NOT HOW WE TREAT OUR CUSTOMERS, I WILL ESCORT YOU IN THE PLANE MYSELF AND MAKE SURE THAT THE FLIGHT ATTENDANT IS TAKEN OFF THE FLIGHT SO THAT YOU CAN GET TO YOUR FINAL DESTINATION WITH DIGNITY AND UNHERASSED. IF YOU GIVE UP THIS FLIGHT SHE WILL HAVE WON THE BATTLE AND THIS IS NOT THE MESSAGE WE WANT TO CONVEY…”
After thinking about it, I decided “why not” after all I had early meeting in St Louis the next day that I could not miss. The supervisor then asked me to wait at the gate while she talked to the crew.
After 10 minutes in the plane she walks out “I AM SO SORRY, BUT THE SITUATION HAS NOT BEEN RESOLVED, SO WE WILL HAVE TO KEEP YOU ON TOMORROW’S FLIGHT”. “What do you mean has not been resolved?” I asked, at that point severely tired and surprised.
“WELL, THE PILOT SAID THAT HE IS NOT COMFORTABLE HAVING YOU AND THE FLIGHT ATTENDANT ON THE SAME PLANE, HE SAID THAT ALTHOUGH THE FLIGHT ATTENDENT’S BEHAVIOUR WAS OUT OF LINE AND UNACCEPTABLE, YOU STEPPING INTO THE CONVERSATION WHEN HE WAS TALKING TO HER COULD BE TAKEN AS A SIGN OF AGRESSION (aggression?)… AND SINCE THAT IS HIS SHIP AND HE ULTIMANTELY DECIDES, HE FELT IT BETTER FOR YOU TO TAKE THE NEXT FLIGHT. I AM SO SORRY MISS, PLEASE ACCEPT MY APOLOGIES ON BEHALF OF USAIRWAYS.” And she handed me piece of paper with www.usairways.com telling me to go online and file a report.
AGAIN, I AM SHOCKED. Not only was I treated with disrespect, harassed and bullied. But the flight attendant got away with it and ultimately I was denied reboarding on a plane I had left on my own accord. I cannot believe that US Airways would allow such behavior, and especially, even though at fault and after being reprimanded by her superiors, she would be allowed to go around soliciting passengers asking them to sign a paper to help her keep her job. And the clapping.
Yes, it is true that I stood up and spoke to the pilot expressing my unhappiness and complaining about the service, but in no way different than any of you would complain about poor service anywhere else. Also, last time I checked, the United States was a country that granted freedom of speech and freedom to express one’s own opinions. I guess that does not apply to US Airways.
I cannot believe that this incident would go unpunished and that the flight attendant would be able to make up stories, behave in such an unprofessional way, and ultimately get away with it.
I will make sure that anybody out there who had similar experiences or has been subject to crabbiness and lack of respect while flying US Airways, will speak up. This is ridiculous and needs to stop.
Last but not least, this ended up costing me over $300 dollars in Taxis and overnight stay as the earliest available flight was the following morning.
I am confident that US Airways, will realize the severity of this and take the approapriate measure to make it right.
Until then, I will never again fly US Airways and will make sure none of my employees and acquaintances do.

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Georgie1
Tucson, US
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Jan 08, 2013 12:07 pm EST
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SOME PEOPLE LIKE TO COMPLAIN AND HURT OTHER PEOPLE WEATHER TRUTH OR NOT, THEY CAN WRITE THINGS ON THIS BOARD THAT HAVE NO TRUTH TO IT, AND ABUSE IT FOR THEIR PERSONAL VENDETTA AGAINST ANYBODY THEY DON'T LIKE. THESE ARE SICK PEOPLE WITH TO MUCH TIME ON THEIR HANDS AND HAVE NOTHING BETTER TO DO IN LIFE! WE CAN'T CHANGE THEM! JUST TAKES WHATS AN HERE WITH A GRAIN OF SALT!

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Georgie1
Tucson, US
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Jan 08, 2013 11:58 am EST
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where do you live TAKENENOUGH?

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Summer
San Diego, US
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Jul 09, 2011 5:01 pm EDT

The first comment must be from her or a US Airways flight attendant. I was myself yelled at and was told that the cops were going to pick me in Barcelona because she heard something that I did not even say! I was talking to my neighbor and say "It's dumb" and she heard me saying to my neighbor "she's dumb". First, same comment, even if I had say to my neighbor "she's dumb" I do that the right of free speech and therefore express my opinion but the point is that I did not even say what she heard! Bottom line, she started screaming at me "I am not dumb, I am not dumb, you zip it. You'll see when the cops will come to pick you up in Barcelona (I was flighing PHL-BCN). I tried to tell her that I never said that she was Dumb and she kept on interrupting me "I have heard you, you said She's dumb so zip it". She was screaming, totally lost it. She never wore a tag or apron with her name after the incident so I could not see her name but since I took the name of all the others, they can easily find out who she is by elimination. She is blond, straight hair above the shoulder around 30 years old. Pretty but obviously she thinks she has all power in a plane! Ha and must say, after seeing her behavior, I should have said SHE IS DUMB! Last time I take US Airways.

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USAirwaysBitesAss
US
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Mar 22, 2011 3:51 am EDT

Seriously, this is like a daily occurrance at US Airways. I was just on a flight where the flight attendant kept yelling at a mother with a small child, and cussed at a lady with an accent when she asked an innocent question. And they're ugly too.

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Takenenough
US
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Mar 13, 2011 7:08 pm EDT

I think I must live near this flight attendant. If it is the same person, she is a bully and expects she can do whatever she wants. I would love to find out what her name is and see if it is the same person. I totally believe the entire story and anyone who says it is not true is probably the same flight attendant or one of her bully friends. I found out that my neighbor is an attendant on USAirways and she has harassed and bullied me here where I live. There is no need for this kind of behavior both on a business or personal level. US Airways is completely out of line in my opinion for allowing such behavior and for even employing someone who would behave in this manner.

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i hate complainers
Sherman Oaks, US
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Oct 04, 2009 8:34 pm EDT

I second that the last posters remarks. This story just seems like its full of BS.

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Ihateuanditshows
Wassila, US
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Jul 28, 2009 9:43 pm EDT

WTF? Where do you people get the imagination to think up such brilliant tales?

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6:32 am EDT
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US Airways Luggage stealing airlines

In March of 2009 I decided to fly the newly popular US Airways, or 'Sully Air' as I renamed after Cpt. Sullenberger's fantastic emergency landing into the Hudson. I departed from JFK in NY and flew to Phoenix to visit my sister. When I landed in Phoenix and arrived at her house, I unpacked my baggage, where I had mistakenly packed my digital camera and gps unit. When I looked inside my luggage I noticed that my camera, packed inside its carrying case, and my gps were missing. However, I did still have my battery charger for my camera and gps mount.

As soon as I realized these items were missing, I contacted US Airways and explained my situation, at first the agent on the other end was confused wondering at first if I lost my baggage, if my bag was delayed or if my bag was stolen. After multiple attempts of clearing up the situation, I was finally transferred to the Baggage Claim Dept., which of course was closed. The funny thing was that US Airways is based out of Arizona, but they operate on EST Office Hours. Nonetheless, I was forced to go to sleep feeling very screwed and unsettled that I was unable to at least start a path to a resolution.

The next morning, I was able to start off my vacation with a friendly phone call to US Airways Baggage Dept., again I had to go through the entire process of explaining my story and get to the point of the fact that no, my bag is not missing, no my bag was not stolen, I finally blurted out 'A US Airways Employee stole contents from my baggage !', the response: 'So you are a US Airways Employee ?'. After finally making the agent understand my situation, he informed me that US Airways does NOT have a 'Form' for Stolen Contents, Only Stolen or Missing Baggage or Delayed Baggage. I then asked him what I should do, so he decided that I should fill out a report for stolen baggage, evidently that should be sufficient. After giving the agent all my info, about five times, he gave me a case file # and said someone would be in contact within 14-21 business days. I was enraged by the response time, so I asked to speak with the customer service dept, guess what ? They don't have a phone number for the Customer Service Dept., I guess this happens all the time. The agent informed me that the only way I could contact customer service was by mail, fax or email, so after I hung up with the agent, I filled out a Customer Service Complaint via email, their response time was slightly better, estimated 3-4 days.

After realizing I was not going to get anywhere soon, I went out to the local Wal-Mart and purchased another digital camera for our vacation, as we really wanted to capture the beauty of Arizona's landscape. When I returned home, about 7 days later, I still had heard nothing back from US Airways, so I decided to give them a call again, I got in touch with the Baggage Claim Dept. and was promptly informed that they had no record of any claim on file with them. Shocking ! After debating with the agent for awhile, she then informed me that their 'Baggage Claim Escalation Dept.' may have my file, but like the Customer Service Dept., they don't have a phone number either, lol. I was told they would be in contact with me the next day, its been 10 days, still no word.

In conclusion, I was given the traditional run-around by one of America's most respected domestic airline, no answers, no responsibility. The worst part of all was not the financial loss, not the run-around, but that the fact that my girlfriend had not had a chance to upload the recent photos of our niece and nephew's birthdays and christmas, which cannot be replaced with any amount of money. To add insult to injury, it just feels like crap to know that an American company has no responsibility and no care for how they treat their customers. We pay for their services and expect at the least for them to transport us to our destination and hope that we get their on-time with our baggage. Understandably we incur delays and sometimes lost baggage, but to have an airline employee opening your personal belongings and taking out items of yours feels so disgusting. I hope that filing this complaint will have at least opened our eyes a little more to know that we need to hold these corporations responsible, this type of freedom and cowboy operating standards is what lands these companies in trouble and then they look to us to bail them out.

I understand I should not have packed my camera and gps in my checked luggage, so please don't comment on my stupidity, only comment of Larceny by US Airways. Anyone who has had a similar situation with this company and is looking for payback, let's file a class action suit, and see if that gets any attention.

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eduardoct
MX
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Jan 06, 2010 12:57 am EST

Recently I just got back home (I live in Mexico City) from Phoenix. Let me tell you first that I'm a person who at least flies to the US 3 to 5 times a year and this time was the first time I used US Airways in both flights and the first time I got in this kind of situation.

On the flight back home, I checked 2 bags and just one appeared. The "funny" thing is that the one with my brand new clothes (mostly Ralph Lauren) was the one that disappeared. A week and a half later after doing everything possible to get my luggage back they called me from Charlotte, Az, telling me that my baggage was in their warehouse and they asked me to describe what was inside so the could "check" if it was mine even though I have at least three things hanging on its outside so I can distinguish it.

Afterwards they sent it on the next flight available and sent it to my house. As soon as I got it back I opened it to find out they had stolen three sweaters, one vest, even three pairs of socks and two bags of candy I had brought to a friend. They even chose the socks and clearly blue was their favorite color. I'm really pissed off and now, because my luggage had appeared I don't know if I'm going to see a dime of the 300 dollars they stole in clothes.

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anthony56
Long Beach, US
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Dec 02, 2009 9:57 am EST

Well ladies and gentlemen, I just got back to L.A. from my thanksgiving trip in Chicago two days ago, and I was a bit empty handed. Unaware that the thieving baggage handlers had handled more than they should have, I arrived home missing a Playstation 3 game (still in its package), my fairly new Nikon digital camera that I had bought last January, and a Garmin gps system (still in its package). Both the ps3 game and the gps were purchased on black friday, and yes I did have to stand outside in a very very long line at 3 a.m. for 2 hrs. at about 32 degrees and no I didn't stand in line for those two items, I bought a few more things.

Anyhow I left from O'hare at 5:10 a.m. and checked in 2 bags, my girlfriends and mine. We arrived in Phoenix, Arizona at 7:00 a.m. and boarded our next plain within a half hour and took off at 8:30 a.m. We arrived at Long Beach airport at 8:35 a.m.(keep in mine the time change). I was exhausted when I got home that I unpacked all my belongings and took a nap. I was so tired that I didn't even realize the my possessions were missing. I started to think to myself, "I don't remember taking the gps that I bought out of my bag." I started looking for my things and I thought I was going crazy because I could have sworn that I packed all my belongings. The only possible explanation in my head was that I must have left them back in Chicago at my girlfriends relatives house. My girlfriend immediately called them to check the guest room and nothing was found. It was hard for me to believe guys, that someone had unzipped my luggage, opened it, and had placed their thieving hands searching through my things to take.

And let me explain something to you, I've been traveling to Mexico to visit my grandparents every summer from the ages of about 7 to 16 yrs old. I had never ever EVER had anything stolen or lost from my luggage. I'm still just so infuriated about the whole situation! Do they have criminals working at U.S. Airways or what, I mean do they wait for them outside of prison when they make parole and offer them a job?

It's disappointing and discouraging to hear about the stories from other passengers, nevertheless I have to try for myself and see what results and I can get. Wish me luck and never again will I fly on us airways "Fly with us, " no thank you...

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10:41 pm EDT
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US Airways Dividend Miles rip off

I tried to use my free round trip (25, 000 miles) that was promised me when I signed on for the US Airways credit card. I read and re-read their brochure and there were no restrictions listed for the redemption of the miles for the free round trip ticket. HOWEVER, when I went on line to make reservations for a wedding 10 weeks away, I was told there were no seats available and I would have to fly out 3 days earlier! I was told by reservations that they had limited seat availability for the dividend miles redemption and nothing was left so I could not use my miles. I was furious since there is NO mention of any restrictions at all. Essentially, US Airways wants to tell ME when I should take my trip. I will NEVER use this airline again - they are horrible to deal with, expensive, and have awful customer service. I was ripped off and misrepresented.

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CaptainFlyKing
st paul, US
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Aug 09, 2010 4:13 pm EDT

US Airways is running their dividend mileage program more like a sham than an incentive. I can see if you're stuck having to fly them, but given a choice I will not choose them as my carrier. They have very poor customer service.

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jlOvexO
Virginia Beach, US
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Apr 28, 2009 1:11 pm EDT

The 80 dollar fee is rediculous, esp because like you said, you don't have your miles until you pretty much cancel your card. I complained about the 80 dollar fee to customer service, since I as well did not get the 25, 000 miles yet; but they would not budge at all. I told them I wantEd to cancel my card because I did not receie any miles for like 5 trips I made to Pensacola FL .. but they told me I could not do that unless I payed the fee. Long story short, I cancelled about a year & a half ago and they now send me the 17, 000 miles I have.. to redem them in MAGAZINES. NOthing else, just a subscription to magazines. Too much stress for one credit card.

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usairwaysuks
Los Altos, US
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Apr 11, 2009 8:00 pm EDT

A few complaints of my own:

First off, I signed up for a US Airways MasterCard in an airport, waiting for my US Airways flight. The card representative there said that my miles for this trip would be counted. NOT TRUE, and the customer service wouldn't make good on it either.

There is an $80 charge for the 25, 000 "bonus" miles supposedly worth a typical US rt flight (empty seats are only worth $15 to Smarter Travel's site - see below). So okay, I waited to see how it went from there.

Next, the statements were not coming in a timely manner (barely a week before due date + finance charges + late fees, get the picture?), so I switched to online. However, there were problems online as well:
US Airways online log-in didn't save my password correctly, the reset wouldn't work and it took 2 calls, 4 different ladies from the Phillipines, and over an hour to get it working.

Once online, I see that there is NO TOTAL DIVIDEND MILES available for view anywhere within statement invoice, rewards, etc. You have to manually add them up from individual statements.

Finally, not having redeemed my miles yet, I was disturbed by this recent article in which US Airways reportedly is making miles harder to redeem and worth less than originally stated and also, like the previous post, less available seats for rewards:

http://www.flightbliss.com/tips/domestic/us-airways-dividend-miles-more-expensive_212-1.html

By the way - paying your US Airways bill by check online incurs both extra banking and charge fees!

I will soon be cashed out and avoiding anything to do with US Airways and Barclay Bank. Best of luck to the rest of you.

Sincerely, a friend

PS - here's an interesting US Airways Dividend Miles complaint bonus link:

http://www.airfarewatchdog.com/BARKABOUTIT/MessageBoards/tabid/64/forumid/4/postid/2469/view/topic/Default.aspx

And an excerpt from Smarter Travel:

Because very sophisticated capacity controls minimize the chances of giving away a seat for miles that might otherwise be sold for cash, award tickets effectively cost the airlines a pittance—the direct costs of transporting one extra passenger. Those direct costs—an award passenger's meal (if one is even served), some extra jet fuel, and perhaps some processing overhead for award bookings and ticketing—add up to less than $15. So the airline can offer a free domestic ticket, with a perceived value of $300, for 25, 000 miles. The program member is receiving more than $0.01 per mile in value ($300/25, 000), while the per-mile cost to the airline is a mere $0.0006 ($15/25, 000).

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US Airways Items stolen out of my carry-on by baggage handlers

I made a complaint to US Airways Baggage Resolution department about my things being stolen by one of their employees and was basically told they are not liable because they decided they are not. I was on a flight on January 7th from Detroit to Providence. My flight connected in Philadelphia . My first flight was an express flight and we were told we had to give our carry ons directly to the baggage handlers to put inside the storage compartment in the plane. The planes are small and cannot hold all the carry ons inside. It is the only time the bag was out of my sight. In the front pocket of my backpack I had my portable external hard drive and a wireless mouse. When I started to unpack the next day the only thing in the pocket was a package of peanuts, and the pocket was zipped when I got my bag so it did not fall out. I e-mailed the airline immediately and have yet to receive a reply, so I am already unimpressed with the customer service. I called eventually and was told to handle it through the mail with Baggage Resolution. I was forced to give my carry on, a bag intended to stay with a customer, to the baggage person. I was not offered anything so they are not concerned with keeping customers, and I am a frequent flyer. I not only lost my personal items in this situation but I can never recover the things on my hard drive. I sent them receipts of the items and it is clear what happened so they know the items exist and were not lost. I was offered nothing abd basically told too bad so I take that to mean the airline encourages their employees to steal by not caring about these situations. I have no doubt that there was no investigation as to who was working that day and no kind of disciplinary action took place. I do not understand what makes the airline think they can type up a limitation of liability statement. They are liable because it is their problem if their employees are stealing, not mine. So it is their responsibility. U.S. Airways does not have the right to not accept liability when they either lose someones baggage or have employees who are stealing from customers. I did not sign anything agreeing to this disclaimer so I do not see how it can be valid. It is despicable to treat customers this way regardless and I will no longer fly with this airline, and neither will my family. I was offered anything, not even a ticket which costs just about nothing to the airline. So there is no concern about losing customers.

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bekem
Winston Salem, US
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Oct 18, 2011 6:25 pm EDT
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You have to request special food requests and not just assume the staff knows your allergies. They don't label food with name and seat numbers as if you were in pre-school. get over your self!

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US air stolen baggage
Cincinnati, US
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Sep 07, 2011 3:35 am EDT

We had a similar theft occur. We were flying from Kona Hawaii to Columbus with a layover in Phoenix. We took a late-night flight out of Kona, we were the only plane in the entire tiny airport. There can't have been more than one baggage handler. We were nearly last to board and were told that there was no more room in the overhead compartments so we would have to check one of our carry ons. I handed over my laptop case, which also had a camera in the pocket.
When we got on the plane, it certainly seemed there would have been room for the bag. But it was too late. We'd handed it off.
When we arrived in Phoenix we expected to recover the bag at as we got off the plane. It wasn't there. They said it would be forwarded to our final destination. Had we been told that I would have taken the valuables out as the point of carrying-on is to have your bags (and valuables) with you.
When we finally got to Columbus, no bag. It had been "delayed" in Phoenix and was delivered to us the next day. When we inspected the contents, the camera case was unzipped and the camera missing. We immediately filed a complaint, kept all our documentation, sent over receipts and filed a police report only to be told by US Air that they're not liable so they will not compensate us.
I think if an airline forces you to hand over your personal possessions that by definition are supposed to remain with you, they should be liable for the loss. If bags aren't going to be returned to you immediately, they should inform you of that so you can decide whether to turn them over. If they assume no liability when they take your carry on items from you to check they should inform you of that before checking them. Who knows how many hands our bag passed through because it was mysteriously "delayed."
If anyone has had any sort of resolution with complaints of this nature, either via arrests, court action or simply speaking to higher-ups in US Air, please let me know.

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chawabanga
US
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Dec 19, 2010 1:38 pm EST

my brother just flew from newark to dusseldorf with usairways for christmas. they robbed valuable (electronic) presents and did not stop on it as they also STOLE the batteries that went with the thing or some other extra stuff bought for the main presents, packed in separate packages. this is insane and i still can't believe how this can happen. they humilitate you and tell you to get out of your shoes while their cooworkers are STEALING your personal stuff! i agree with the comment above. really, once you step through that metal detector, your life is their hands. I have less and less trust and respect for these people. sad but true. merry xmas thieves!

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Robbed at the airport
Fayetteville, US
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Jul 14, 2009 1:02 am EDT

Everyone is saying that they told me I have no case so basically they airline just got over AGAIN! I just had things stolen out of my bag, personal things, clothes, dvd (not electrical mind you) and yes some electrical things, I'm sorry but when I checked my bags in I didn't sign a waiver stating that you could freely SHOP in my bag, I checked my bag in with the thoughts of the people who were checking them in already had a backgound check and were trust worthy, this not only violates my right to have safe travels but it is a security risk, just as easily as they stole things out of my bag they could have put something in it, I.E. a bomb, drugs, anything but I am suppose to think that they are looking out for my best interest when I fly. I will be taking thing to court and I will be bringing up the fact that I was violated. When people break into your house the police don't tell you oh well, this shouldn't be the practice of the airline, they rip you off by putting in all sorts or extra charges and now you supply their felon employees with their Christmas gifts too!

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Amont63
Santa Rosa Beach, US
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May 13, 2009 11:36 pm EDT

I also experienced the same exact problem. I was moving from Boston to Florida and and on trip I packed 3 suitecases with a bunch of items that I needed right away before the movers could get them to me in FL. I flew out of Boston on USair and when I got to FL and unpacked I noticed that several valuable items were taken, watches, ipod, sunglasses and pair of shoes. Tried to complain online but got autoresponses saying they "may" get to it with in 3-5 days, called cusotmer service and they basically said that they are not responsible for items missing from my baggage and that was it. Nothing ... So, I contacted the State police and filed a stolen property report and had them launch an investigation, I guess having their employees arrested and on the 6 oclock news is better than dealing with this internally? F'them!

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US Airways Uncaring, rude, inefficient, habitually an unpleasant experience

My boyfriend and I are long-distance due to our respective job situations. We try to see each other at least twice a month. US Airways is one of very few airlines that flies to and from Yuma, AZ from Denver. We are therefore frequent flyers.

On one occasion my boyfriend's flight was delayed for so long that by the time he would have reached Denver he would have had to get right back on his returning flight. At that point we felt that delays happen and we continued to fly US Airways.

Some time after that incident I was scheduled to fly out of Denver at 6:30 p.m. My connecting flight out of Phoenix was scheduled to depart at 9:30. My Denver flight was delayed 40 minutes. Once the plane arrived US Airways was unable to get the gate to work. They spent 30 minutes trying to get the gate to work rather than moving the airplane over 10 feet to an empty gate (stationed literally not more than 5 feet away from our scheduled gate). They finally ended up moving to the neighboring gate after 40 minutes. The customer services check in representative was rude and abrupt. When I asked her whether I would miss my connecting flight she raised her voice and stated she had already talked with me and that I needed to go sit down. Well, I did miss my connecting flight. US Air couldn't offer any alternatives except for possibly a flight out of Phoenix at 6pm the following night but no promises. They offered to shuttle me to Yuma. I was assured that my baggage woul
d be on the first flight out of Phoenix the following morning. After a 3.5 hour drive to Yuma and very little sleep I woke up and called US Airways in Yuma. I explained my situation and asked them to help me find my baggage. The first rep was rude and treated me like a child--she told me there was nothing she could do for me. Her manager was even ruder. He interrupted me, told me that delays are to be expected espeically in this economy. When I asked him for the baggage claim number for US Air in Phoenix he hung up on me and then unplugged the phone from the wall. How do I know he did this? Because when I re-dialed I got a message saying "this number has been disconnected." My luggage didn't arrive until 10:00 that night (Saturday). I was to leave Sunday afternoon.

Just recently my boyfriend was scheduled to come to Denver from Yuma. His flight from Yuma to Phoenix was fine. At Phoenix they boarded him, he arrived at his seat and found another person sitting there. It turned out that the airline had issued two tickets for the same seat and had overbooked the flight. They told him there was nothing they could do for him: they could not fly him back to Yuma nor could they assure him a spot on another flight out to Denver that day/night. He was stranded. He waited at the airport for nearly 10 hours only to be told he was out of luck. He paid for this ticket and was told only that this happens quite a bit.

In all of our dealings with US Airways the customer service has been horrifying. Representatives of this airline are rude and unapologetic. Delays go unexplained and questions go unaswered. Rather, the representatives behaved as if we owed them something after they had messed up.

I understand that delays happen. This, however, is a habitual problem with this airline. It is a pattern rather than a scattering of isolated incidents. When dealing with this airline expect either not to arrive at your destination, a delay, lost baggage, rude customer service, and representatives who simply do not care.
Damage Resulting = As a result of all of these problems we have lost hundreds of dollars. US Airways is uncaring and unapologetic. I spent quite a bit of money buying items that I had packed in my bag, which the airline lost. To avoid this airline we have to fly into Phoenix and shuttle or drive to Yuma--a 3 hour drive. This should give you an indication as to how far we will ago to avoid US Airways.

Time, however, has been our biggest loss. US Airways simply does not care about this aspect of the situation. What they cannot understand is that people's lives and situations depend on their competence and efficiency. My boyfriend and I have so little time together as it is. US Airways has cost us such valuable time together. I understand that there is likely no legal recourse for this type of loss. My goal is only to get the word out about US Airways.

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Ali_B
hexham,, GB
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Jul 02, 2013 4:25 am EDT
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Just had an absolutely disgraceful flight experience with US airways with my husband and my 8 month old infant. It's a VERY long story but to summarise, the cabin crew were surly, rude and unhelpful and their ground staff LIE. This is so unacceptible. Never in all my life have I been made to feel so uncomfortable by cabin crew (I have flown with a number of budget airlines which have been far far better). US airways need to change their staff for people with manners and integrity and they need to prioritise bookings of bulkhead seats for people with small infants or a need for extra legroom.

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RoJene and Leo Kanugh
Appleton, US
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Jun 10, 2010 1:08 pm EDT
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dealing with U.S. airways for my lost luggage ON A DIRECT FLIGHT! the rudeness of the phone personnel is to say the least, unconscionable. the tones of their voices makes it sound like my fault. like to meet RICK in person. see if he is guts to talk to myself or my husband face to face like he did on the phone. said to me look here ma'am.. i cut him off there and called my husband. he then called RICK. RICK said he just got done talking to me and " THIS IS THE WAY IT IS...", ! SORRY, RICK, that is not the way it is. we paid $25.00 to put my luggage underneath, checked in 4 hours b4 the flight, and you dog crap for brains [censor]s still cannot get the luggage on the right flight! then to talk like total idiots. please! STAY FAR FAR AWAY FROM U.S.AIRWAYS...THERE R BETTER AIRLINES AT BETTER PRICES WHO REALLY WANT OUR BUSINESS.

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12:58 am EST
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US Airways UNETHICAL PRACTICE

I obtained an airline ticket from Tuscon, AZ to Oakland, CA round trip with US Airways throught my credit card rewards program.

I missed the first flight and called to reschedule the trip about 4 hours after the flight left.

I was told by US Airways that I would have to pay $150 to change my ticket and $179 for the fair difference for a total of $329. The cost to book a new ticket was less than $300 on US Airways on the internet.

I then asked to just let me use the return as it was originally scheduled and I was told I had to pay the $150 to schedule my return as it had been cancelled.

This is what really seems to be an unfair business practice, Not letting a person keep the return flight even though the plane has a lot of seats vacant and the ticket was paid for.

The original ticket became worthless.

This company made out like a bandit.

I hope njo one flys with this kind of airline. B etter to go with Southwest. They don't act this way

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i hate complainers
Sherman Oaks, US
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Oct 04, 2009 8:11 pm EDT

So you miss the flight you booked and want to change your ticket. You don't like paying fees even though you screwed up and not the airline. How is that the airline's fault? Also, the purpose of a round trip ticket is to travel round trip. You cant just use half of a round trip ticket. Sorry, thats not how it works.

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US Airways customer service

The customer service with the US airways master card is ridiculous.
I have never received such horrible service before.
Not only dont they ever have a MANAGER availble, but they never want to help you deal with issues.
All they say is i cant do anything at the moment.
One person even giggled and hung up the phone!
what type of service is that!?!?!?!

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Elder, Tom
Orange Park, US
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Feb 13, 2011 5:58 pm EST
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This is the most unbelievably unfair and worst Credit Card I have EVER owned. After getting frustrated with their constant reminders about payments due (I have never missed a payment (ever)) so I don't have any idea why they were always so pesky), I paid off the card after several months of carrying a balance, I called and got the pay-off, and paid EXACTLY what was owed, they then waited two months and called me at 8:00 on a Sunday morning, left a message . I called and they claimed I had a unpaid balance because of interest charges which occurred and had not been on the statement? I reluctantly paid the "interest charge" because i was had grown tired of being placed on hold on and off for almost an hour, and my time became more important than the "hidden" interest charges they claimed were owed- THEN they had the gall to tell me there would be a fee to pay with a debit card? I paid via checking account, and CLOSED THE ACCOUNT. If you have this card, UNLESS YOU ARE PREPARED TO READ ALL THE FINE PRINT AND HAVE HOURS ON HAND FOR ANY DISPUTE you should too! THIEVES!

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disgusted customer
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Sep 09, 2008 5:15 pm EDT

After repeated calls to complain about not getting a statement in the mail and getting a $29 late charge as a result of not paying the $15 amount due on time and talking to "robots" who just keep repeating the same thing and not even acknowledging what you are asking, I tried email. The first one was ignored. I finally got a response but they didn't respond to my request to waive the late fee. Finally, on the third email, they tell me the late fee was assigned properly and will not be waived. I have never been late on a payment with this card and have always paid all statements in full. These people don't care about the customer at all, they only want to squeeze every cent they can out of you. I will never use this card again.

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resongia
Las Vegas, US
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Feb 21, 2012 10:12 pm EST

They definitely misrepresent their deals. I signed up for a $59 fee and was charged an $89 dollar fee. After I canceled my card, the next month had a 10 dollar or so charge from the last few transactions I made. I paid it, tore up the card. Then I got a 59 dollar charge from a neighborhood restaurant with a transaction date of Nov. 19, shortly before the card was closed, but it conveniently didn't post for 18 days, which put me into the next billing cycle, allowing Barclay's to charge a sneaky 2 dollar "minimum" charge fee, since, technically, I hadn't used the account that month [even despite the fact that the account was CLOSED]. They are not on the level. It's best not to deal with such a company at all.

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reranged
ca, US
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Jun 03, 2011 11:40 pm EDT

most operators are offshore and speak no English, so good luck

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MichShell
Sausalito, US
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Mar 21, 2011 9:40 pm EDT

I've had the absolute worst time with this horrible company. Every single time I call in, they act like they couldn't care less about what I'm saying (and they don't even listen to what I'm saying in the first place). I have called from a landline and from cell phones with full service, which NEVER drop calls, and almost each time I get in touch with someone FINALLY, to discuss this, and the call starts getting heated (bc they refuse to help me on a problem from their end) the call someone "disconnects"... Not "FAILS" (as if it dropped on my end) just stops - as if they hang up.

One rep even laughed and just said "HAH! You know what?" and hung up.

My card was stolen - and it's taken over 7 calls and multiple hours to get them to even mark it down in my account and get the right numbers for a submission to get the fraudulent charges back to me -

I'm paying 30+% APR b/c of "late payments" that they claim didn't go through (even tho they did on my end) - and not to mention, I now have another "late payment" for fraudulent charges made when my card was stolen. NOT OK.

I feel so upset that anyone is supporting such a crooked, scamming company like this.

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nice_guy_pushed_too_far
Los Angeles, US
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Sep 07, 2010 12:27 am EDT

Two years in a row I have had to call MULTIPLE times to get my "anniversary kit." (This is only my third year with the card, and the first kit came right away.) I am supposed to get it in October every year. Last year (2008 anniversary) it took until July (2009); this year (2009 anniversary) it's already August (2010) and even after three attempts and them saying they mailed it again and again – NOTHING. Oddly, they don't have records of all my calls, just the most recent. I have lived in the same place for 7 years, and I get all the promotional crap they send me every month. Why not these?

Forget customer service; it's the worst of the worst. Just robot talk. I canceled my card in an act of futility, but they would not refund my fee, even though they have breached their terms. Seems like USAirways MasterCard is pulling a fraud here, based on several other comments above.

I would be happy to join a CLASS ACTION LAWSUIT to correct this.

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Steeler33
Greenbelt, US
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Jun 07, 2010 8:41 pm EDT

I had a similar experience. Got the card in February and it is now mid June and no points and no companion tickets...and no refund! This is dispicable behavior. I have called several times and they will not email, fax, or overnight the certificiates. I plan to contact my U.S. Congressman and report this fraud. I see this as bait and switch and action needs to be taken against USAirways and Barclays Bank.

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tpate
US
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May 19, 2010 1:07 pm EDT

We opened a USAirways MC for travel purposes. Boy was this a mistake. Not only have we not received the companion tickets we're supposed to get (from last August). Now they say that we won't get them at all because they would expire before we got them. What a crock! I've called countless times and get routed to someone who barely speaks English. There is NEVER a Customer Service Manager available! And apparently nothing that can be done! Most frustrating company I've ever dealt with! At present I can't close the account because of job loss, but as soon as I have a job I'm closing the account. Worse company that I've ever dealt with! DO NOT TAKE a card from USAirways!

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priti
US
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Apr 09, 2010 6:55 pm EDT

This is the worst master card I have ever owned int he past 25 years. I have a very good credit history and payoff my credit cards end of month. After I paid the full balance on the phone for this card they still had put in a $2 as a minimum charge for the next month. I did not see it since I thought we have paid it in full & did not realize it until I got a bill with $40 late payment fee on the $2 maintenance fee! Now we know how they make their money. Their customer service is one of the worst in the industry. I canceled this card as I am not sure why anyone with their right mind would keep this one when you get very good deals elsewhere like United.

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bridget jones
Greenville, US
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Jan 22, 2010 8:55 am EST

The customer service is AWFUL! I pay by check but somehow they manage to receive my payment one day too late and I'm almost always charged a late fee. This has happened several times. They will not remove late fee charges because the people you speak to cannot understand ENGLISH! These is a trashy and sleezy way to handle customers and I would suggest others to not get this card or cancel. This is dishonest business. If you pay by phone, make sure that you check the next day to see if it has been confirmed. You have to watch everything you do with this company. I have cancelled this card!

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3:56 pm EST
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US Airways Ticket Price, Change Fee, Guaranteed Air Fare Rule

I just had a very disturbing incident with US Airways this week and just needed to get it off my chest. As some of your know, Darrell and I are going to Europe in March. Being less than 2 months away, I figured I better book our trip, since last year (yes, we went to Europe last year too), prices started going up after the New Year.

So on January 17, 2009, I went to the US Airways website and booked our tickets. At the time, I thought I was getting a bargain, and you all know how much I love a good bargain. Well, imagine my surprise when four (4) days later, on January 21, 2009, US Airways drops their price by $125/person -- a lot of money for the same itinerary, same airline, same booking channel. In true stereo typical Asian fashion, I called US Airways and asked for a credit/voucher for the difference. After all, the price changed within 4 days of when I booked it.

This was their reply (which is also apparently their policy):
When a fare qualifies for the Guaranteed Air Fare Rule, a new ticket will be issued and it is considered a changed ticket. All restrictions of a nonrefundable ticket will apply including the appropriate change fee for reissuing the ticket. The Guaranteed Air Fare voucher may be used for purchase of a future ticket.

FYI, the change fee is $150.00. Yes, that is correct. In order to get any money back through the "Guaranteed Air Fare Rule", the price drop has to be more than $150.00, otherwise, US Airways' change fee will absorb any difference you may have gained as part of a price drop. For example, if the price of a ticket dropped by $160, you would not receive a voucher for $160, but rather $10.

Contrast US Airways' "Guaranteed Air Fare Rule" with "Orbitz Price Assurance" with states:
Once you book a flight on Orbitz, we start tracking to see if another customer subsequently books the same flight on Orbitz at a lower price.
If that happens, we'll issue a refund for the difference, between $5 and $250 per traveler. We'll continue tracking until the day you fly. So each time the price drops and another customer subsequently books your same itinerary for a lower fare, your refund amount will increase.
Expect to receive your refund check approximately 30 days after your trip is complete. We'll mail it to the billing address for the credit card used to make the booking. You'll have 90 days from the date the check is issued to cash it.

SIMPLE, EASY, LOGICAL. FYI, US Airways is a part owner of Orbitz. Go figured!

I have been a loyal customer of US Airways for 16 years (even before the merger when they were America West). But after this, do you think I am going to be booking my flights on the US Airways website or even fly with them? Oh HELL-TO-THE-NO! I will gladly pay an extra $125 to fly a different carrier.

As far as I'm concern, US Airways just lost this 16 year old relationship over the fact that they let their policy override good, common sense, customer service. This is 2009 and in this economy, you would think that you do whatever you can to retain customer loyalty. Throw this dog a bone. Free cocktail, even a partial credit/voucher, something. But to simply state, "I am sorry I was not able to help you with this issue. Thank you for flying with US."? I will take my hard earned money to someone who still knows the value of good customer service.

UPDATE 1/23/2009 @ 1:43pm: US Airways dropped the price $164/person. I again called them up and asked for the "Guaranteed Air Fare". This time, I was transfered to the International Reservations desk, where I was told the Change Fee on international travel was $250 and again, the fee would not be waived.

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Mem
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May 15, 2008 10:12 am EDT

For the record my son, Michael Pignataro had a confirmed reservation on US Airways flight 3952 out of Washington’s Reagan Airport on Sunday May 11 at 7:59pm, (final destination: St Louis with a 3 hour layover in Philadelphia) after waiting approximately and hour and a half it was announced that the flight was canceled DUE TO UNAVAILABILITY OF CREW. This would seem to be a situation where accommodation, meals etc. would be provided due to the fact that he would miss his connecting flight in Philadelphia (Washington, DC is not his home city). However, nothing was provided except a ticket on the next flight out (flight 4018), which was then delayed due to weather, and which was FURTHER DELAYED BY RETURNING FROM THE RUNWAY BACK TO THE GATE TO PICK UP A PASSENGER (wow! who were they?). He arrives in Philadelphia at approximately 12:34, (minus his bags which have mysteriously found their way to St Louis?) by the time he de-planes and goes to the ticket counter and baggage area to file a claim he discovers that they are closed.

Note that the original flight delay was rooted solely in US Airways incompetence. On their website they state that under "Customer First" policies they will provide hotel and meals and if delayed more than 4 hours on a domestic flight because of some thing they caused, they will provide up to $400 reimbursement of ticket price. Sure.

I happen to live an hour from Philadelphia’s airport, so I leave my home at 1:15 in the morning to pick him up.

He has a flight the next day at 12:01 (flight 3711)... we drive back to the airport. Flight is canceled due to weather. But there are many flights that day in and out of Philadelphia to Saint Louis on US Airways and there are other carriers that were not canceled that he should have been provided a seat on (although they are not non-stop they would have been acceptable) however US Airways only decides to re-book him on the 10:45pm flight (flight 3189) out of Philadelphia... which (YOU GUESSED IT) is delayed due to? Well, couldn’t get an answer on that one.

He arrives in Saint Louis approximately 26 hours after he was supposed to. He Loses a days pay. He has no baggage (as Saint Louis’s baggage area is closed). He must now, after work today, drive two hours back to St Louis Airport to hopefully retrieve his bags and then drive back two hours back to his home in Decatur, Il. US Airways, surging gas prices also mean something to the “Little Guy” only we can’t pass those costs onto anyone else. I also lost over a tank of gas traveling back and forth to Philadelphia’s airport 6 times.

But what did US Airways provide after all this? NOTHING. “Customer First” also means “NOTHING.”

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don'teveruseusairway
Fort Lauderdale, US
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Feb 11, 2010 11:39 pm EST

due to the snow storm, I called regarding about the status of my flight and how i can readjust my flight. The person on the other end was very impolite, and keep asking me the same thing as if I was mentally ### it. and i was waited on the phone for more than 1 hr for them to pick up the phone. very rude the worst service i ever encounter. Never again i would fly us airway. it's much cheaper with airtran. delta was about the same price but much much better service.

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Marcia - NY
New York, US
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Sep 05, 2011 11:27 pm EDT

On 09/04/11, I boarded the 801 flight from Rio de Janeiro to Charlotte. As I got onto the plane, I handed a container with a meal to a flight attendant. I asked him to storage and warm my food and give it to me at mealtime. He was a little sarcastic with my request even though it has been done at others US AIRWAYS flights.
I have a special disease which most foods give me allergic reactions, causing even an anaphylactic shock and can cause death. That is why I bring my own food when I fly.
At mealtime, the flight attendants came to me and said that they did not know where my meal was. Later, they came back and said that they gave my meal to another passenger. How come they did not know where my food was since I personally had given that to one of them less than 2 hours before that? Unbelievable!
I definitely concluded that my food was stolen by the flight attendants. And there is nothing that was served during a flight that I could eat. NOTHING! They tried to offer me business class food but eating that could lead to an anaphylactic shock and death.
US AIRWAYS pleople do not respect human beings. They are monsters.

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Bilopea
US
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Apr 25, 2012 8:52 pm EDT

On a recent flight home from Chicago O’Hare to Philadelphia, we were informed just before we boarded that there was no more room in the overhead bins and that all carry-on luggage had to be checked at the plane. Since I only had one bag, I handed it over. When I collected my bag in Philadelphia I found that an airline employee had gone into my bag and removed both my Church’s laptop and the power cord. US Airways claims that they are not liable since they have a travelers notice that claims they will not cover the loss of anything valuable (i.e. jewelry, cameras, electronics, etc).

They have been totally unresponsive regarding my request for compensation and they have not told me what they are doing to find the responsible person and press charges.

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Colin Buzzard
York, US
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Jun 17, 2016 7:15 am EDT
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The following represents our experience with US Airways on May 11/12, 2010, as related to US Airways President Kirby. We were to fly from Philadelphia to Barcelona and were to begin a Mediterranean cruise.

• The pilot advises that it will be an 8 hour, 50 minute flight because of the volcanic ash, that our flight is 10th in line, and that it will be 20 minutes or so. As we edge along toward the take off position, the pilot announces that a light has come on and we are returning to the gate. We wait 20 minutes for a gate to open.

• At approximately 8:00, it’s announced that the part, a generator, is being flown in from Charlotte and that we’ll also be getting a new crew. There will be periodic announcements, but we should anticipate departure at midnight.

• We are given $10 food vouchers. Of course, the cheapest food, without drink, is $12-$15, unless you simply want a bag of spicy Cajun mix.

• The one o’clock update is that we will be boarding in five minutes and airborne by two o’clock, but they must first refuel.

• At 2:00 A.M., the announcement is made that, “OK, we’ll start boarding by seat. Number 1, 2, 3 seats come up… Make that rows 1, 2, 3.., OK, I made a mistake, cut me a break here. It’s late, ya know. Geez! We’ll start next with rows 30, 29, 28…” You get the picture.

• At 3:15 A.M., we push back maybe 50 yards from the gate and stop.

• At 4:00 A.M., it is announced that, because of the weight of the aircraft, we will need the longest runway and it’s closed, but they are requesting that the Philadelphia Transit Authority open it.

• At 5:00 A.M., the Captain announces that the Transit Authority will not open the runway. We taxi back to the gate, whereupon it’s announced that USAir wants everyone to remain on board because they don’t have adequate personnel to handle all the questions and re-bookings. Even the Captain considers this ridiculous and we are permitted to deplane.

• We are advised at 6:15 A.M. that everyone is basically on their own. We are provided a toll free number. The recording notes that “because of heavier than normal volume of calls…. Your wait will be approximately three minutes.” Thirty minutes later the same message was playing. One passenger, fortunate to reach a person, was told that the next available flight to Barcelona would be Sunday, May 16th.

• At 7:00 we collected our bags. I inquired about the refund of $55 for an additional bag. First I’m told that USAir loaded the bag, therefore, the $55 was earned. Then I’m told that my Visa card was never charged because the plane never departed. Finally I’m told that they will credit me but that it might take a few billing cycles for it to show.

US Airways apologized for what they termed our "delay" and offered us $200 vouchers. Considering that it was a 12 hour "delay" that ultimately led to a cancellation of the flight and our Mediterranean cruise, which was to celebrate our 60th and 65th birthdays, and which would have returned me to Spain, where I was stationed in the 1960s in the Air Force, we felt that their offer was insufficient. US Airways disagreed.

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Dawn Delieto
Wilmington, US
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Jun 17, 2016 7:10 am EDT

My husband is a Marine and has been deployed in Afghanistan. We just received his "official" date of return and it landed on a date that I have a flight booked out of state. When I called the airline and the insurance company they both told me that they cannot extend any courtesy to me and will charge me about an extra $200 just to change the flight to the following morning. This is ON TOP of the $220 I had already paid originally for the ticket. Travelguard actually told me they do not cover ANY military reimbursements for any reason with this flight. I was and am disgusted. So because of the rough economy, my husband may now be getting off the bus after a long hard deployment to no one and I will have to wait 3 days longer to see him until my return. You would think airlines or insurance companies would have some compassion for our military families, especially considering I wasn't even cancelling, just switching times and a day later.

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jpittenger
Jonesborough, US
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Jun 17, 2016 7:10 am EDT

i took my daughter to the airport in knoxville tn, she is blind the people at us airways assured me they would take care of here i get a disstressing phone call from her in charlotte which is where her layover was she says a male employee why a male and not female escorted her to the bathroom and left her he left her standing there in the bathroom doorway knowin she couldnt see. she had no way of walking in the bathroom because shes never been there. she ask the bathroom attendant to help her and she couldnt speak english but even so common sense would tell you hey this woman has a white cane for the blind i get online to find charlottes phone number and finally i get ahold of someone they said they would find her well it wasnt them who helped her it was a strange couple who stopped and gave her help to the bathroom and to her gate. i cannot believe an airline would do this to someone.

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novakop
San Jose, US
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Jun 17, 2016 4:47 am EDT

The WORST service experience I have had at an airline. After I missed my United connection flight due to the fact they had us sitting on the tarmac for well over an hour, I was booked on the first US Airways flight on Monday. After trying to check in at the self service kiosks (FYI, did you know they absolutely refuse to check you in 30 mins prior to take off) and then asking several people to help me, I FINALLY found someone who would help me. She then proceeded to issue me a boarding pass for the next flight to Charlotte, not the flight that I was suppose to be on. I was told if I could make it to the gate on time that I would be able to make the flight. So after hauling ### through the airport I made it to the gate with 10 mins to spare. Well the lady at the door would not let me board with the pass that I was given and told me to go to a different counter to get a new pass. I went there and they basically told me I was ### out of luck and they couldn't give me a boarding pass to get on the right flight. I will never fly United or US Airways again!

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Bruce
US
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Jun 10, 2016 5:55 am EDT

1st Issue - 1 hour layover turned into a 6 hour layover because of mechanical problems with the airplane they couldn't fix.

2nd Issue - They made me fly to Orange county, CA and I had to make the 2 hour drive by car to my original destination of Riverside, CA.

3rd Issue - The plane was full so they wouldn't allow me to bring my carry on bag on board so they checked it...then lost it!

4th Issue - I missed my banquet. Was inducted into the hall of fame at my college. It was an important event to me, but not to them.

5th Issue - It took them a full day to deliver my carry on. This was a weekend trip.

6th Issue - On my return trip, the crystal trophy I received was broken by the TSA agent. Guess since it wasn't made out of drugs or a bomb, it pissed him off...

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galina26
US
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Jul 29, 2011 2:09 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I'm absolutely ticked off with the atrocious service that US Airways provides to its customers. Aside from the flight being uncomfortable and the plane looking dirty, they damaged my bag! I was forced to check my small rolling carry-on bag because they said there wasn't enough overhead room left. I was not happy because I had souvenirs in my bag and purposely brought a carry-on so I could bring it on board with me and make sure it was safe. After my bag was taken away from me (along with other peoples' behind me), I got to my seat and noticed there was still plenty of overhead luggage space and I was lied to. When I finally landed back in NYC and retrieved my checked bag, the zipper was completely damaged as well as 1 wooden souvenir I had stored in my bag. I'm so displeased with how US Airways takes 'care' of their customers' belongings.

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I had an uneventful flight to San Juan, and actually was impressed by the professionalism of the staff in first class. I had an excellent time in San Juan, and came to the airport on January 2 expecting an uneventful flight to Buffalo; skies were good, no major storms, and we were all pleasantly relaxed and happy from our wonderful vacation. I arrived at...

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US Airways US Airways MasterCard

Word of caution. Recently applied for US Airways linked and promoted Barclays MasterCard. Only after applying, learned maximum credit limit regardless of credit score is USD1, 000.
Complained to customer service and supervisor. Was informed we needed to maintain card for 9 months before a credit limit increase could even be considered.

This makes the card essentially useless for us since we carry only one credit card in addition to our Amex card. Needless to say we are cancelling our application. US Airways should be looking for a new issuer as well. This one size fits all approach is untenable.

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raina damico
Oneonta, US
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Mar 02, 2011 8:29 pm EST
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I agree, I just applied and was approved for a US Airways mastercard I was out of the country when i received an email explaining that i owed them $20 due within 2 weeks of the email. I have not been home and have not received the credit card. When i called to explain they said i was approved and they sent a card so i was responsible for the annual fee ($79) min payment of $20 due within 2 weeks. If i did not pay it on time i would be charged a late fee of $25 on top of the $20 plus. I HAVE NOT RECEIVED THE CARD YET, i cannot use it but i am responsible for the payment anyway. I explained my travel situatiopn and that i had someone home checking my mail but no credit card just a bill. Spoke with 4people including security and a supervisor NO ONE COULD OR WOULD EVEN PUSH BACK THE DUE DATE TWO WEEKS TILL I RETURNED HOME TO SEE IF THE CARD WAS THERE AND ACTIVATE IT. They also do not take any OTHER FORM payment other than your checking acct routing number. YOU CANNOT PAY WITH ANOTHER MAJOR CREDIT CARD.
I HATE THEM ALREADY and have not even activated the card, is it worth it? I think not, cant wait to get home and rip up the card...NO CUTOMER SERVICE MEANS NO FUTURE BUSINESS WITH THIS COMPANY. I will write the Pres of Barclays and the pres of US Airways to complain and. take it from there

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Believe It
Leland, US
Send a message
Feb 16, 2010 8:42 pm EST

I cannot believe this! I am above and beyond done with BARCLAYS BANK. I had USAirways card with BOA and ever since Barclays took this account over I hace had NOTHING but problems. I have called three times and spoken with an account manager and was told they could fix my intrest rate which they had increased from 5.24 to 29.99 with no explination. Come to find out these "account managers" have no authority to change anything on my account what so ever. The service is awfull and i am shocked at how rude they are to their own customers. DO NOT FOR ANY REASON GET THIS CARD! I can not beleive US Airways has partnered with them, they have officialy lost all of my business i will never fly with them again.

UPDATE! After a lot of reserch I found some good info that may help and maybe just MAYBE if everyone talks to the same person we could get some help with this company. I filed with BBB agains Barclays Bank Delaware and will mail out a complaint to Attorney General of my home state. I came accross the name of the Chief Operating Officer of Barclays Bank Delaware. I have also found his office phone number and called there and asked his receptionist for the office address so I could send him a letter. I will send him the same letter i faxed to Customer Care Correspondance(866.823.8178). if you have not sent a letter to the above fax do so ASAP, you might get a little help there. OK so for the C.O.O.'s info

Joseph Purzycki, C.O.O
125 S. West Street
Wilmington, DE 19801
Phone#302.255.8001-used directory by last name.

I hope this helps and to all of you who already have the misfortune of having to deal with this bank PLEASE dont stop trying. If we sit back and do nothing we have no right to complain. I will keep updating as new things come up and will pass on any good info i get. GOOD LUCK ALL

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US Airways customer rip-off!

I am in receipt of your letter dated July 15, 2008 indicating that USAirways is unable to compensate my fiancé and I for the costs that we incurred during our horrible vacation that we booked through USAirways.

As mentioned in my earlier email, this is unacceptable and I am seeking and requesting USAirways to re-open this file and compensate us for this horrific nightmare of was supposed to be a vacation. Your company has purported false information both through your website and telephone customer service department.

For those of you that are reading this for the first time I will give you a brief summary of what we experienced with your USAirways Vacation Package:

The below is the original email that was sent to your company back in May of 2008:

I am writing this letter to express to you the utter disgust and unacceptable conditions that myself and my fiancé incurred during a vacation to Punta Cana that we recently booked through USAirways. My fiancé and I sacrificed to save every penny for over 1 year to be able to go away on a vacation with one another as our 1 year anniversary only to experience the worst nightmare of our entire lives!

When we arrived to our destination (Punta Cana) we had to wait 1 ½ hours for the USAirways driver to transport us to the Barvaro Caribe Resort. Once at the resort we were shocked by the run down conditions of the property that we just paid $2325.40 in advance for, the staff at the resort were disrespectful and were not friendly whatsoever. When we tried to check they could not find our reservation in the archaic system and had us sit on the couch for another 1 ½ hours until they finally found a room for us. During this time no one offered us a welcome drink or a friendly smile.

Once we entered into our room at the Bararo Caribe we were appalled by the stench of the must and mildew that hit us in the entranceway. We called down to the front desk to see if they could move us to another room and each time we called they hung up on us, this occurred 4s each time saying they did not speak English. To make matters worse, our room was located at the very edge of the resort closest to the local marketplace that was lined by a fence and guards that were drinking beer!(If you forwarded this to the resort and they overlooked this line please bring to their attention, this is not acceptable for the safety of their guests) We felt very unsafe at that resort, so we finally made the journey to the front lobby to ask for a room change, I will never forget the receptionist a the front desk, her name was Wanda -- she looked at us and did not take care of us for at least 20 minutes at which time she snickered and said there was nothing that she could do, by this time it was late in the evening and we were exhausted from the long days travel.

The worst is yet to come we changed our clothes and went to take a shower to only be greeted by a large roach in the bathtub! The roach wasn't even the worst of this experience the sheets on the bed were visibly dirty and smelly and the room was not fit for a pig to sleep in.

The next morning we once again went to the front desk to explain to the concierge the living conditions that we were exposed to and that we wanted either a new room or to leave the resort, they said that we could certainly leave the resort and go to the Bavaro Palace which they said was a 5 star resort. They would not upgrade us free of charge; they said that we would have to pay an additional fee for each day that we were upgraded to! We could NOT believe they had the audacity to think they could charge us for this when the living conditions at their resort were deplorable! We argued with the management staff and of course got no where and had no alternative but to pay the 13, 222.40 pesos or ($390.01 US) to have piece of mind to sleep at night without bugs and hopefully with guards that were not drinking beer and were actually doing their jobs!

Once we arrived at the Palace we thought we were going to be just fine, once again they instructed us to sit on the couch because they could not find us in their system. The wait time for this was over 2 HOURS! I went up to the desk a few times only to be told that the Caribe was supposed to give us specific paperwork to bring over to the Palace, I told them that Wanda said that we did not need anything. The complete disconnect with the staff was embarrassing and horrible to have to even endure. We finally got our room which again was horrible and not much better than the Caribe. We both walked into the hotel room and began to cry and just wanted to take the first flight out to the extent that I tried to call the airline and again was not able to find an English speaking person. We spent the night at the Palace and were bite up all over our body, the bites were horrible and I had no Benedryl for us to take, when I went to the gift shop it was closed and the management staff was not able to accommodate us in anyway, they were just as rude as the Caribe staff.

I can go on and on about the horrible experience we encountered through USAirways vacation package department and the recommendations that the USAirways customer service staff advised us when booking this package. I finally went online to Expedia.com and looked up the best star rating hotel in Punta Cana which was the Paradisus Palma Real Resort, of course it was completely booked, but fortunately I was able to get us reservations for the last 2 days of our vacation. The cost was incredible but we for our own sanity we had to get out of this god forsaken resort and away from these rude people. This has got to be the most horrible experience of my entire life and I am prepared to take the steps necessary to never allow this to happen to another USAirways member again!

You need to read this letter and make changes at this resort immediately or take it off of your recommended package resorts, it is only dragging your name in the mud and leaving USAirways members with horrible experiences let alone health issues. *And most importantly you are false advertising a resort that does not meet yourstated customer first satisfaction guidelines.

As a result of the deplorable hotel conditions at the Barvaro Resorts we had to incur a significant expense for a vacation that we were so very much looking forward to after a year of being with one another. The additional monies to leave your recommended resort and check into a hotel outside of your property because we were concerned for our health and well being is listed below.

The purpose of this letter is to first express to you the complete disappointment and disgust in the false advertisement that your company purported on your website. I am requesting a refund of this trip that cost us 3x as much as my budget ever allowed for and what has now put us in debit because of mis-advertisement of this package through USAiways. Please see list of costs below that we incurred because of this horrible experience. Something needs to be done by your company to compensate us for this horrible USAirways Nightmare.

$2325.40 initial cost of vacation

$300.00 upgrade fee to First Class ($150 pp)

$390.01 upgrade fee to the Palace resort

$940.00 (2nights for 2 people)

Cost: $3955.41

After reading this letter, I am sure that you can agree that the purported statements on your website stating Customers Firs is not reflective of your service.

In addition, your company states that you have a team of experts with first-hand knowledge - *see below.

A team of sales experts with over 300 years combined experience and first-hand knowledge of our destinations and properties to help you build the perfect vacation. Our friendly, knowledgeable sales experts know our destinations inside and out and can make rock-solid recommendations for the right vacation for your taste and budget, including group travel arrangements. And they're available for you seven days a week, so you can book when it's most convenient for you at [protected].

How can you advertise on your website that your team of sales experts have first-hand knowledge of your properties? If that is the case then why on earth would you ever have them sell a vacation package with the Caribe? You should send these folks there for a QA of the property each year to determine if these places are safe, clean and acceptable for your members. I am telling youfirst hand that this particular resort lacks all of the qualities your customer service staff and website falsely advertised.

After reading your response to my request I am very disappointed that you have the audacity to tell me that you forwarded this complaint to the Guest Services Manager at the Bavaro Resorts and that they are declining a compensation, first and foremost this complaint is with USAirways and your false representations of a resort that your website and customer service staff falsely advertised. This complaint should not be taken lightly with your vacations group and I would highly suggest that you continue to press this issue and review the file in regards to a compensation agreement that is satisfactory to both of us.

I am a very dissatisfied customer and will continue to seek assistance until a resolution has been agreed upon and is favorable to both of us. I certainly understand that your company is being very particular in responding to these types of inquiries but I can assure you that our vacation was a nightmare and the conditions were unacceptable.

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john
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Nov 12, 2008 2:02 pm EST

Your basis that US Airways is responsbile for this is completely unfounded. If you have a problem with a hotel that you book through them, you should deal directly with the hotel, not some third party that is located thousands of miles from the Caribbean. If you have issues with airline staff, etc, then the company can help you with it. Why on earth should they pay for some other hotel's mistakes. They don't operate those hotels, and it's up to you to do research BEFORE you buy any vacation package, regardless if it says those people are "experts." The staff at US Airways Vacations have trips every year to various destinations where they visit each hotel. You stayed at a comfort-inn equiv of a resort, and you complain about it? Next time book a higher quality hotel.

Oh, and that "musty" smell in rooms is usually because of humidity and hurricanes, you shouldn't have to live in that condition, that is totally WRONG of that hotel you went to. I may not agree with who you are complaining to, but I feel for your pain.

John Beyek

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8:13 pm EDT

US Airways Military refund of flights

I just wanted to share this that I went through with US Airways - I hope that you will please share this with others - Please send it to your sales managers, corporate travel people, Kiwanis Clubs, alumni groups, church officials etc..we need to get this word out. Ok I just need to vent my son is going back to Iraq for a 2nd time next month

When our Strykers ( Strykers 1-25 from Ft Wainwright AK) were in CA training they were told that they would be able to fly out on the 3rd from Vegas. So my son had his ticket to fly out on US Airways that day. Well they got done sooner and were told that they would be taken to the airport on the 1st. Matt called the airlines to see if he would be able to change his ticket for a reasonable cost. He was told it would be $37.00 which he could pay at the airport. Well when he got to the airport he was 1st told that was wrong but it was only going to be $97.00 because they would wave the changing fee. But then they said no they had to charge him the $150.00 fee plus the $97.00. Needless to say of course he wanted to come home early and not sit in the airport for two days so he paid it. He explained the whole thing to them and showed them his military ID so they new he was Army. The kicker is that his buddy decided to travel in his uniform (Matt having been in it for the month was ready to be in "normal clothes" so was not in uniform) Well they did not charge him anything extra to change his ticket.

So being Mom - he gave me all the information and I wrote them a letter explaining everything and this is there reply--

Dear Mrs. Quinter:

Thank you for contacting Customer Relations at US Airways. We appreciate you
contacting us regarding the change fee. On behalf of US Airways, we appreciate
Matthew's service to protect and defend our country.

Non-refundable tickets present the most economical fares. However, they are
also one of the more restrictive tickets. These restrictions make it possible to
continue to offer low priced sale fares in addition to deeply discounted air
fares.

If our customers are unable to travel as originally scheduled and have
contacted us prior to their day of departure, US Airways does offer the
flexibility of using the ticket at a later date. Tickets will retain their
monetary value for one year from the date of issue.

A reissue fee of $150.00 will be assessed along with any applicable fare
difference at the time of reissue. If the new fare for travel is less than the
unused credit, there is no residual value.

Please note: Some times Military fares are higher than the normal fare because
the ticket goes from a non-refundable to a fully refundable and in some markets
there is no military discount.

We regret the circumstances that necessitated the change in your son's
travel plans. Please fax in your son's military orders for further review
and we will forward to our Refund Department for consideration of the $150.00
change fee.

Thank you for giving us the opportunity to address your concerns. We appreciate
and value your business and look forward to serving you on a future US Airways
flight.

Fax number [protected], please refer to file 2611896B

Sincerely,
J Cano
US Airways Customer Relations
Corporate Office

Well being that this was scheduled leave there are no orders to fax them - I wrote and told him that and this was his reply

Dear Ms. Quinter:

Thank you for your recent correspondence to Customer Relations at US Airways. We apologize that our former attempts to resolve this issue were not to your satisfaction. As customer satisfaction is our main focus, we want to be sure the decisions we make are based on research, facts, policies and procedures, along with customer perceptions. We are very concerned about any breakdown in service that disrupts or detracts from the enjoyable travel experience all of our customers have a right to expect.

Again, please accept our apology for your inconvenience. We sincerely hope you will give US Airways another chance to earn back your business.

Sincerely,
J Cano
US Airways Customer Relations
Corporate Office

Needless to say I just wrote them and told him that there is no way we will be flying with them ever because there are lots of choices out there that are fair to our military. I know that this is a long email but wanted you to see there words. Makes me mad that they are basically saying that they should pay the higher price so "if" or "when" they have to change it they can - Do they not realize that these young men and women do not live on high incomes.

Ok I am off the soap box for now and thanks for letting me vent There are good airlines out there that will work with the Military - like American and Delta

Debbie
Proud Army MOM

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Why The Long Faces
Why The Long Faces
US
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Dec 27, 2012 6:57 pm EST

I would be interested in your name, rank, and serial soldier. Very interested.

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MilitaryExpectingRespect
US
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Dec 23, 2012 7:26 pm EST

Ok, f*** tard. Military don't look for hand outs when we travel on orders. We travel between destinations when we are told to and purchase the tickets on the government dime. If they decide to change plans in the middle of training and adjust our travel dates, it is not our fault, yet the airlines and ###s like you think we are some charity case. I didn't ask to go to some training, I was told to, hence I am not paying out of my own pocket what little I already get paid to correct and error made by others above my pay grade. So hear me well, you condescending tool. You can act tough all you want and stand on your soap box, spouting off your anti-military rhetoric, but should you ever cross paths with me, I'd be glad to smack your ignorance out of you until you apologize for disrespecting the US military. My military service and sacrifices in combat entitle me to a lot of things. To begin with, it entitles me to a f***ing thank you and a hand shake from ### like you who think I'm not entitled to anything, then I am entitled to you swiftly about facing and getting the f*** away from me.

Why The Long Faces
Why The Long Faces
US
Send a message
Dec 20, 2012 8:50 pm EST

EVERY airline, hear me well, every single one, charges a $150 change reservation fee, and every single one charges the difference in fare. Your military service does NOT entitle you to anything. If you want a free flight, then jump a hopper. Otherwise, pay like the rest of Americans do.

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Deb Byfrne
US
Send a message
Dec 20, 2012 8:20 pm EST

DO NOT FLY US AIRWAYS IF YOUR MILITARY. My son is out over $1900 dollars because he had to change his flight plans due to a change in his orders. Called today to see if they would adjust the prices and got a very rude customer service person. It wont' end here as I will go to the top with an e-mail to the head honcho at Customer Relations. Not sure after reading some of the posts about complaints that the results will be good.. Will never fly US Airways again... nor will my son and will pass the word on to anyone I know. . United Airline seems Military friendly & even has a form you can submit for Military Personnel who have a change in orders . This will be my airline of choice from now on. Deb Byrne Paso Robles CA

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Desert Girl
Twentynine Palms, US
Send a message
Apr 05, 2011 4:41 am EDT

Going through the exact same thing with my Marine Husband. He received extended orders and is no longer able to attend his sister's wedding. To fly from CA to NY involved two airlines. Needless to say, after paying cancellation and rebooking fees between the two carriers (Jet Blue and US Airways) we are left with $50.00 each carrier to use within a yr out of the original $400.00 plane ticket. I am fuming. They said because it was not a military ticket, they did not care if he had orders or not.

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US Airways US Airways leaves passengers stranded in LaGuardia

My mother flew into New York from England yesterday. From there, she was to take a US Airways flight to Indianapolis, arriving at 7:30 pm. Her flight was cancelled due to "weather", which must have meant a future forecast, because at the time there were no issues in either NY or Indy. They changed her to a flight to Pittsburgh instead. She was bumped from that flight (fortunately, because those passengers sat on the tarmac for 2 1/2 hours before having to return to the terminal). She was given the option of flying to Charlotte and spending the night in that airport, or spending the night in LaGuardia, before taking another flight to Indy this morning. Hotels were not an option. She was booked for the flight this morning. In the meantime, I had called customer service to see if I could get her into a hotel -- she had just traveled internationally, she is a pensioner, she has a lot of cash on her because of traveling internationally. Anyway, they had no record of her in their system other than the cancelled flight. Nor could they get me in touch with the desk at LaGuardia. I got on the US Airways website to see if I could fare better with the Live Help. You type in all your information there and submit it, only to be told that there are no agents available. My mom called this morning to say that she and about 400 people spent the night at LaGuardia, and that her flight to Indy this morning has also been delayed by about two hours. I live an hour from Indy, and I'm hesitant to leave on time because I fear I'll be spending the entire day waiting in the airport. I can see how US Airways gets away with not paying for anything -- because all you have to do is blame it on weather and you're off the hook.

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Schnitzel sauce
San Francisco, US
Send a message
Mar 29, 2014 5:49 pm EDT

Valerie, I feel your pain.

S
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Schnitzel sauce
San Francisco, US
Send a message
Mar 29, 2014 5:47 pm EDT

I hate you "I hate complainers." If you don't like complainers why do you read complaints?

I
I
i hate complainers
Sherman Oaks, US
Send a message
Oct 04, 2009 7:30 pm EDT

La Guardia is one of the most delay prone airports in the country due to both weather and air traffic control delays. Both which sound like they played a factor in the situation above. In the case of a delay or cancellation as the result of weather or ATC, then no compensation (hotels, etc.) are offered. Also, how do you know for sure there was no weather? Just because there is no snow or heavy rain, things like strong winds, etc. are also issues. Also weather between the orgin and destination can be a factor as well. So next time place the blame where it lies, mother nature, not the airline.

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mimi
Send a message
Nov 23, 2008 4:35 pm EST

Why do you think US Air blamed it on the weather? Just because there wasn't bad weather in Indy or NY, doesn't mean there wasn't bad weather somewhere in between. Air Traffic Control and others look very carefully into these ordeals and are there to keep passengers safe. Airlines are not obligated to do anything for you in the event of bad weather...they can't handle the weather. Do you know how much money they would lose if they did? You're ridiculous.

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4:51 pm EDT

US Airways using the police to scare customers

This is a copy of a letter sent to the CEO of the Tucson airport after a US Airway's supervisor falsely accused me of threatening her:

Ms. Bonnie Allin
President/CEO
Tucson Airport Authority
7005 S. Plumer
Tucson, AZ 85756

Dear Ms. Allin:

This is a long letter, but before dismissing it you may want to go to your computer, go to this link (http://edition.cnn.com/2007/US/10/04/airport.death/), and watch Carol Anne Gotbaum, a lone woman, being tackled by several policemen at Phoenix Sky Harbor Airport on September 28, 2007. This woman died while in police custody at Sky Harbor Airport. This is the image and story that my friends, from San Francisco to New York, have of Phoenix Sky Harbor. Then, take the time to read my somewhat lengthy narrative about my experience at Tucson International Airport (TIA).
Yesterday, Saturday, August 9, 2008, a US Air employee, Wendy, tried to use the TAA police force to punish me for expressing a legitimate grievance. My domestic partner, Timothy Taylor, was flying back to Wichita, KS, to visit his brother who is terminally ill with a malignant brain tumor. Like most working people, Tim had only a few days to see his brother and this time was valuable. Unlike most people, Tim has severe, adult-acquired hearing loss which is partially alleviated by a cochlear implant. However, his hearing is not good enough to negotiate difficult situations or to hear announcements made over loudspeakers in areas of high ambient noise like airport terminals.
Tim had a seating assignment from Tucson to Phoenix on US Airways, but could not get a seating assignment online from Phoenix to Wichita the evening before his flight. We suspected the flight was oversold. We drove to the airport early to obtain a seating assignment and I spoke with the US Airways staff as Tim has a communication disability. He frequently misapprehends what has been said to him, especially if the context is unusual or uncommon.
At the US Airways ticket counter, Jessica informed us that Tim could not get a seating assignment in Tucson; rather he would have to fly to Phoenix to get his seating assignment. I asked why this was so, and Jessica replied that the flight might be oversold. There was not offer to reschedule the flight from Tucson, and the implication was he had to fly to Phoenix and take his chances or lose his ticket. This was accompanied by a disparaging remark about the ticket being purchased through Priceline.com.
I told Jessica that Tim would not be able to hear announcements regarding flight status and possible standby arrangements. Still, Jessica did not have the authority to obtain Tim a seating assignment, so I asked to speak with her supervisor, Wendy, who supposedly had the authority to assign Tim a seat. Jessica made the first call to Wendy a 3:10 PM. After a second call and waiting 20 minutes I told Tim to catch his flight and text message me if things went wrong. Only then did Jessica think to write up a notice of disability to alert Phoenix US Airways staff of Tim’s communication difficulties.
Since I had already waited twenty minutes I asked Jessica to place a third call to Wendy, and Wendy arrived a 3:35 PM spoiling for a fight. Without giving a blow by blow description, our interaction resulted in my fleeing the airport with Wendy chasing me down. The TAA police officers who determined that I had done nothing wrong, Officers Losada and Summer, sent me on my way shaken and disillusioned.
Late yesterday afternoon, when safely in my own home out of TAA police jurisdiction, I called the TAA police at 5:40 PM to inquire whether Wendy had committed assault. I was told an officer would call me back. At 6:24 PM, I called back and was put through to Corporal Neil Brown. We discussed whether Wendy’s actions had risen to the level of assault, and he took down my statement and assigned a case number A08080110.
I called the airport police again on Sunday morning, August 10, 2008. I talked with Sergeant Furgeson (sp?) Sgt. Furgeson explained that airline and rental companies involving the TAA police force in disputes was common at TIA, and it was often unwarranted. Further some airline employees were frequent callers for police assistance in situations that do not warrant police involvement. (The TAA police were, on the whole, balanced and professional. They were surprisingly forthcoming, but I know how to chat people up.)
Sgt. Furgeson characterized the incident involving Wendy from US Airways and me as a misunderstanding, perhaps a situation that got out of control. I think she believes that to be true. However, that is not my analysis or my perception.
My perception is that Wendy, the US Airway supervisor, was angry that I had the audacity to ask to see her. That I had the temerity to have her subordinates call her three times. She was fuming because I had the endurance to wait twenty-five minutes and not walk away angry and impatient. She was furious and determined to act punitively, even if that action required deception and false accusation. Why do I come to this conclusion? There are several reasons.
She did not go to the staff side of the counter; rather she walked up to me on the passenger side of the counter and stood uncomfortably close to me. Could she address my problem without the use of a computer terminal? Her demeanor was hostile and aggressive. Wendy’s statement that “she didn’t like my attitude” was both condescending and irrelevant. This statement was meant to provoke. When I told her that if my partner were to be stranded in Phoenix I would write letters of complaint with her as the primary focus, she cynically chose to characterize this as a threat.
When she asked me, “are you threatening me, ” I knew this was a thinly veiled attempt to construe this as a threatening situation: it was a set-up.
When I replied, “I am not threatening you physically, I am threatening to write letters, ” I was purposefully dispelling the notion of physical threat. Perhaps if I had been more quick witted I would have said that I was informing her of the consequences of her poor customer relations. In any case, it was clear that there was no physical threat.
However, Wendy, unable to accept that I would not fall into her trap, decided to act as if I had: she screamed for the police, and because she was so threatened (I am being facetious) she followed me without police escort outside the building and several hundred yards down the sidewalk toward the street while I repeatedly told her that I was walking away and I wanted her to leave me alone. In between screaming for help she spokes less audible remarks of “getting me.” Her actions were deliberate, cynical, and calculating.
When threatened, I and most people try to distance themselves from the person who is threatening. Wendy’s choice to follow me, hounding me down the sidewalk towards traffic, was not the choice of a threatened person. It was the choice of a disgruntled, angry person who wanted to cause me harm. My question is why did she feel the airport police (or security) would back her up?
What is the institutional culture of the TIA and how did this contribute to her libelous accusations? Again, Sgt. Furgeson told me that this type of incident, airline and rental car company employees calling the police to resolve customer conflict is common and that seldom does the dispute rise to the level of criminal threat. Further, Sgt. Furgeson told me that some employees routinely call security to resolve what should be resolved with good customer relations.
If this is routine, apparently there is no repercussions for those employed at the airport that make hyperbolic accusation and use airport police as de facto goons. Has airport security replaced the railroad goons of the 19th and 20th centuries? Are airports, including the usually friendly Tucson airport, virtual police states where legal and legitimate disputes are resolved with the threat of police force? This kind of behavior would not shock me in Newark, but it shocks me in Tucson.
After speaking with Corporal Brown and Sergeant I now know that the TAA police force are not goons, but how would I know that while being pursued by a harpy like Wendy who was screaming for them to do what? arrest me for threatening to write letters of complaint. How was I to know that I would not be shackled to a bench like Carol Anne Gotbaum who died in the custody police at Phoenix Sky Harbor in September on September 28, 2007.
When faced with apparent misuse of authority and poor institutional culture, I often find it useful to follow the revenue stream. Your website contains the following statement:

TAA does not receive any local tax dollars. Operations are funded through revenues from parking, space rentals, land leases, fuel sales, airline landing fees, and concessions. Capital improvements such as runway and terminal construction are funded through state and federal grants.

If airline landing fees and concessions such as car rentals are major sources of revenue, do these financial interest either directly or indirectly affect the use of TAA’s police or security forces? Is it in TAA’s financial interest not to upset their sources of revenue by instating repercussions for companies whose employees use TAA police to intimidate passengers and customers? Is this why company employees feel free to use TAA’s police to resolve disputes that should be resolved by good customer relations? How well does this serve the economic interest of greater Tucson?

I realize the TAA police do not feel that they are threatening, but when TIA patrons are faced with police with badges, weapons, and handcuffs, most are intimated and, to some degree, threatened.
The current issue of The Economist features articles about Alexander Solzhenitsyn and the headline is: Speaking the truth to power. If you are the power at TAA, I must speak the truth to you. Using police force to intimidate TIA’s customers is wrong. Unless there are repercussions for airline and rental car company employees who de facto use the TAA police as a force of intimidation to quiet customers who are voicing grievances, the TAA is tacitly condoning this behavior. This is the United States of America, and we have the right to state our grievances. In a perfect world these grievances would be reasonable and legitimate, but that is not a requirement. Acting within the law is a requirement.
Unfortunately, my experience at TIA is probably indicative of more widespread deterioration of service in the airline industry. I travel relatively often and I usually fly coach: I see how employees treat the least of travelers. I have seen hints of disgruntled airline employees using the threats of police intervention to quell the dissatisfied of those suffering through delayed, overbooked, and cancelled flights. I’ve had a TSA security agent bark at me like a drill sergeant during a random search at Logan International Airport while I was being a model of cooperation. This bad behavior, or power run amuck, is done in the name of security. How does this make us more secure? I like Tucson. I think of it as a special place to live, but after this experience I feel I might as well be living in any major city in the USA.
The events of September 11, 2001 are a great tragedy. The cynical use of the threat of terrorism to instill compliance and fear in the traveling public cheapens the lives lost and the bravery of those who responded. It is shameful. If TAA is passively complicit in promoting this, TAA is responsible. TAA is as responsible as Wendy who cynically made false accusations and as responsible as US Air who promoted an irrational and vengeful employee like Wendy to a position of authority.

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Sherman Oaks, US
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Oct 04, 2009 8:06 pm EDT

If only to be a fly on the wall in this situation. Something tells me we arent getting the whole story!

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6:15 am EDT

US Airways Stolen Items from luggage

On April 20th, 2008 I had a direct flight from Cleveland, OH to Phoenix, AZ - I had to check a suitcase, so I also checked my backpack. After safely wrapping and burying my laptop in my bag, I headed for the airport, where I checked my bags at the curbside kiosk, then i proceeded to my gate. Flight was the same as usual. I landed in Phoenix, my sister met me at the curb, I put my backs in the bag of her SUV, and we headed to her house. As soon as we got to our destination, approx. 30 minutes after I landed, I went to retrieve my laptop and of course it was gone, so was the power supply and the cord that was at the very bottom of my bag and the towel that I wrapped my laptop in. I immediately called US Airways at Sky Harbor Airport in Phoenix, the lady was EXTREMELY RUDE. She refused to put a supervisor on the phone, told me I could NOT file a claim for 24 hours. I was extremely upset, as this laptop had and I mean HAD a ton of pictures from the previous two years, mostly of my now deceased dad. I called US Airways again, the next morning, they told me I couldn't file a claim at all, because they do not cover damage to electronics. I explained to this person, it wasn't damaged it was STOLEN! If it was damaged I would just suck it up and assume fault, because I packed it. but it wasn't damaged someone went into my bag, went through my personal items STOLE my laptop and proceeded to dig through my bag to get the power supply and the power cord. For the next three weeks I made countless calls to these people, I filed a claim anyways, which took them nearly three weeks to deny. Apparently, if you have any item that takes batteries or has a power cord, anyone at the airline or TSA can steal your stuff and you are just screwed.

A special note to the thief that stole my stuff - thanks you low down dirty &^%$#()( thief! You stole more than a simple laptop that you probably stole for pennies on the dollar. You stole all of my pictures of my Dad.. He died July 6, 2006 and I had uploaded tons of pictures of him, that I can never replace, you make me sick. Just remember karma is a SOB and what goes around comes around.

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KenBen
US
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Aug 01, 2011 9:46 pm EDT
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I see I am not the only person that has fallen prey to the thief's that US Airways employs!
On May 13th 2011 I had a return flight from San Juan Puerto Rico on US airways.
In my haste to pack I made the mistake of putting my Kodak digital camera into my suitcase.
Well, sure enough when I arrived in Detroit Metro airport I was shocked to see my luggage arrive on the turnstile with every compartment zipper partially opened.
A quick review of my luggage contents reveals that my digital camera and Braun Electric razor along with a half a carton of cigarettes had been STOLEN from my luggage! I know the items were stolen because the packaging for the carton of cigarettes was left in my bag along with an empty pack that I had put in the carton.
I filed a claim with US Airways and they have the nerve to hide behind the "rights of carriage" rules.
Now had my camera been damaged I would say OK, my fault for knowing how rough baggage handling can be. But that is NOT the case.
My property was STOLEN while my baggage was in the care of US Airways and they tell me I have no claim!
What a horrible company! I will NEVER fly with US Airways again and I urge others to avoid them!

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12:47 pm EDT

US Airways Free tcket offer

I was stopped by two gentleman in the Charlotte, NC airport while walking to a connection flight. I was offered a free round trip ticket (and assured that this was not a scam) for just opening a US Airways MC account and accepting a subscrition to Time Magazine, which I could cancel after the trial period. I received the card and a bill with the yearly fee already assessed. I was able to cancel the subscription as promised through Time, Inc. -- but was assessed a late fee by Mastercard because the charge for the subscription was not paid "on time". It had been cancelled. I never received the certificate/voucher for a free round trip ticket In other words, I have had two charges on this credit card for no services or product to show for it. I have not been able to get past a recording to discuss this with anyone at US Airways MC phone numbers.

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Ed Metz
US
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Jul 23, 2009 4:31 pm EDT

I can get my dividend miles back if I puchase a credit card from US Airways. There a waste and I will never
fly them again. There the most expensive airlines in Pittsburgh and they rip the business flyers off and don't even say thanks..

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12:01 pm EDT

US Airways Aggro Flight Attendant, Poor Response from Customer Relations

Here is the letter I sent to US Airways following my flight on June 19, 2008 (LA to Las Vegas). A short trip with a lot of abuse crammed into it so the letter is a bit long since I describe it all. The reply I received was prompt, but very short and didn't address any of my concerns. I only heard back from one of the six departments I sent it to. Would you put up with this?

June 23, 2008

Sherri Shamblin,
Vice President, InFlight Services
US Airways Corporate Headquarters
111 W. Rio Salado Parkway
Tempe, AZ 85281

Dear Ms. Shamblin,

I am writing to bring to your attention some disturbing events that I witnessed on a recent US Airways flight involving the reprehensible behavior of a flight attendant the likes of which I have never before encountered. The flight was #628 on June 19, 2008 from Los Angeles to Las Vegas departing at 9:40am. The flight attendant’s name is George Bird (sp?). Mr. Bird was beyond rude; barking curt commands at passengers, making snide comments, referring to one passenger as a “dog”, and in general being threatening and bullying to everyone. I would ask you to contemplate whether the scenes I am about to describe are acceptable at US Airways.

I had a quick same-day turnaround trip from Los Angeles to Las Vegas on Thursday, June 19, 2008 to make a presentation at a conference. Boarding of flight 628 appeared to proceed on schedule, and the flight seemed to be on time. There were three flight attendants on the plane – two women and Mr. Bird. I was seated in 11C and the flight was nearly full. However, about the time that we were scheduled to depart or “push back” from the gate, several additional passengers (assumably stand-by passengers) were allowed to board. Since they did not have seats assigned at the gate, these passengers had to find whatever was available. Most of these passengers were attempting to find seats without any assistance from the flight attendants. Here, Mr. Bird began his loud and rude treatment, snapping at a family of 4-6 passengers travelling together that they had no hope of sitting together and forcefully pointing out several available single seats. As the family located seats and settled in, it became apparent that the gate agent(s) had sent more passengers to the plane than there were actual available seats. A young woman was asked to leave the plane after already having taken a seat that seemed to be assigned to another passenger. And, a man who was part of the large family group also was without a seat. In the confusion, the flight was now several minutes late.

The man without a seat was looking for a place in the overhead compartments to stow a carry-on bag and proceeded to walk through the plane looking for space. Mr. Bird began to yell at the man not to come towards the back of the plane, assuming that the man was still looking for a seat and shouting that it was “all full” and “don’t follow me”. The man was standing in the aisle a few rows in front of me and looked very surprised at being addressed this way. He took a tentative step and lifted the bag up towards an open overhead compartment near him that had space. At this point, Mr. Bird shouted at the man, “Stop! Stay! Stay!” with his hand in the man’s face. The
man stared at Mr. Bird, utterly bewildered by his actions. Mr. Bird turned away from the baffled man and walked up the aisle towards me, muttering, “Just like a dog”. I heard passengers nearby gasp and say “what?” I found his comment appalling and incredulous, and I’m sure my face showed it as he walked by.

At this point, another flight attendant made an announcement requesting a single volunteer to give up their seat so that the man could accompany his family on the flight. Her appeal indicated that the volunteer would be “guaranteed to their final destination today”, but no other incentive was mentioned. A young man seated just behind me in 12A raised his hand. One of the two female flight attendants came over to speak to him. He explained that if they could indeed guarantee his arrival at his final destination that day he would be glad to give up his seat. When asked, he told the flight attendant that his final destination was Dallas and he was only making a connection in Las Vegas. The female flight attendant said that actually she didn’t think they could make any guarantees beyond getting him to Las Vegas. Before the volunteer could weigh this information, Mr. Bird yelled from the front of the plane, “We have a volunteer?! Who is it?!” The young man, still conversing with the other flight attendant raised his hand. Mr. Bird stomped over and shouted, “Let’s go then! Get up!” He made a jerking motion with his thumb and started to reach over to the young man as though he were going to physically remove him from the 12A window seat. At this motion, the young man said that he didn’t need to be “manhandled” and that he had “already had a drill sergeant and didn’t need another one.” Rather than adjust his tone or reply more calmly, Mr. Bird said, “Settle down, Soldier!” and started to repeatedly address the young man as “Soldier”. Mr. Bird asked if he was going to give up his seat and the young man responded that since the other flight attendant indicated he was not guaranteed his connection to Dallas that he could not volunteer. Mr. Bird snapped, “You’re not going to make your connection. You’ve already missed it.” When the young man said something to the effect that he had been trying to help and Mr. Bird should calm down, Mr. Bird came back and leaning over the seats to get into the young man’s face asked in a threatening manner if he wanted “to stay on this plane”. A young woman sitting next to me in 11B had heard enough. Addressing Mr. Bird, she asked, “Are you really going to throw this guy off the plane with all of these witnesses that have seen you harassing him?” There were several “yeah’s” from the surrounding passengers and Mr. Bird stalked away.

During all of this, the third flight attendant made an announcement that a volunteer who gave up their seat would now receive a free round-trip ticket. Another man was trying to volunteer, but the scene with Mr. Bird and the young man in 12A prevented him from alerting the other flight attendants in time. Meanwhile, the man without a seat who was trying to stay with his family had seen enough, taken his bag, and gotten off the plane alone. The female flight attendants asked the second volunteer to return to his seat explaining that it was too late, the man had left the plane, we were late and they had already closed the doors. While the other flight attendants were attempting to go through the safety presentation, Mr. Bird stomped up and down the length of the plane saying “It’s just a bus to Reno, people! Let’s get it moving!” When the young man in 12A again indicated that he should calm down, Mr. Bird told him to “Let it go, Soldier!” The young man responded that he would be making a complaint about Mr. Bird’s behavior. Mr. Bird returned to row 12 shouting, “I don’t like your attitude! You’re off this plane!” and stormed to the front of the plane. The other flight attendants ignored Mr. Bird and made no attempts to remove the young man. Ultimately, he was not removed from the flight. The other flight attendants seemed genuinely uncomfortable and embarrassed, although not surprised by Mr. Bird’s rude and harassing behavior. They continued the pre-flight safety presentation and were courteous and respectful, although clearly disrupted by their colleague’s bizarre behavior.

While taxiing to the runway before takeoff, Mr. Bird came through the plane once more on his way to the back. He leaned across me, and said rather sarcastically to the young woman in 11B who had stood up to him, “Love your hair!” The young woman was African-American and had her long, pink hair in a ponytail. My seatmates in 11A and 11B, and myself asked each other, “What is wrong with this guy?” The young woman in 11B found it rather creepy to be accosted in such a way. She told me she flew often and had never seen a flight attendant behave like this. In fact, she had just seen a news story about how upset and dissatisfied airline passengers are with the way they are treated. She had not believed the story, but now Mr. Bird was giving her personal evidence of the trend. Our flight was now so disrupted that they did not even attempt beverage service during the trip to Las Vegas.

However, Mr. Bird was not done yet. While we were in the air, he hurried by rows 11 and 12 and unceremoniously threw a piece of paper into the lap of my seatmate in 11B. We both had on headphones and were reading. She stared for a stunned moment at the scrap of paper that included the heading “Your Actions May Have Violated Federal Law”. Mr. Bird came back very briefly to say that she ought to read it. There were several items in a bulleted list, but Mr. Bird had helpfully underlined the bulleted item “Threatening, intimidating, or interfering with a flight crew member (FAA 121.580)”. I was completely astonished and the young woman next to me thought for a moment that she was going to be arrested for standing up for another passenger. Mr. Bird should have been apologizing, instead he felt the need to further threaten and harass the passengers who had done nothing but insist on being treated humanely. We landed in Las Vegas without further incident and I was immeasurably relieved to get off that plane. I believe the young woman sitting next to me in 11B was continuing as a “through” passenger on the same aircraft/flight to Pittsburgh and I hope that she did not have to suffer additional harassment from Mr. Bird along the way. Although we arrived late, I had a few hours to compose myself before giving my presentation at the conference. My flight back to Los Angeles on US Airways that evening was also late, but the flight was somewhat empty and thankfully uneventful.

These events are disturbing for several reasons. Firstly, that Mr. Bird believes the FAA regulations that protect him from “threatening, intimidating, and interfering” behavior actually give him the power to be threatening and intimidating to the passengers. I am aware that the flight attendants, as stewards of our safety, must have authority to direct passengers and we must comply with reasonable requests and instructions to insure the safety and security of air travel. However, I am absolutely certain that the regulation is not intended to give flight attendants the right to bully and harass those in their temporary care, and randomly threaten to throw anyone off the plane according to their own whims.

Secondly, as a steward of our safety, Mr. Bird should be using his authority as a flight attendant to diffuse situations, not escalate them. As a passenger, we look to our flight attendants to maintain order, provide clarity, and resolve issues or disputes respectfully and calmly. People have enough anxiety about flying without ugly scenes and nasty behavior on the plane. I certainly did not expect to see such behavior from a member of the crew! There are passengers on each flight with varying levels of travel experience – they may fly frequently, occasionally, or not at all. Not everyone knows or understands the changing policies surrounding air travel. Passengers must trust the flight attendants and other personnel to inform and guide them. Mr. Bird went out of his way to destroy any trust that would be needed in order to follow critical instructions in the event of an emergency. I would not have had any confidence in Mr. Bird to lead me to safety had there been any kind of emergency.

Thirdly, that the corporate culture and training of US Airways tolerates this kind of behavior. His coworkers’ reactions indicated that this was not the first time they had seen this type of behavior from Mr. Bird. Mr. Bird actually treated the passengers as though we were cattle or sheep to be rounded up and herded. He directly referred to another human being as a “dog” and it was clear he thought the man was stupid. His behavior was absolutely outrageous. There was no effort on his part to be even remotely civil or polite. It seems clear that Mr. Bird is not suited for a customer service position. I regret that I did not immediately notify the captain of the flight about the abuse we were subjected to from this “flight crew member”.

Given the current economic difficulties facing the airline industry, I would expect US Airways to strive to distinguish themselves by providing superior customer service. Particularly since several airlines have recently gone out of business and the remaining carriers are struggling to maintain any semblance of profitability. Today there are fewer flights at much higher fares with additional fees for food, amenities, and even checked baggage now. At US Airways, it seems that passengers cannot even expect to be treated with kindness and respect. Consumers still have many options for travel and a pleasant experience, now more than ever, will make all the difference in their choice. I work at a university with more than 18, 000 employees; many of whom travel often for university business. I will be recommending to our in-house travel agency that booking on US Airways be avoided. And, for my personal travel needs, US Airways will be at the bottom of the list.

Thank you for your time.

Sincerely,

cc: Doug Parker, Chairman & CEO
Scott Kirby, President
Donna Paladini, Vice President, Airport Customer Service
Kerry Hester, Vice President, Reservations and Customer Service Planning
Customer Relations Department

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1:04 pm EDT
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US Airways Horrible flight, bad flight attendants, no help

During a US Airways Flight on July 1, 2008 from Portland to Phoenix, the flight was late coming in and late departing. No big deal there. I was in seat 11B (safety exit row), and a lady behind me had a baby about 10 or 11 months old. Shortly after takeoff, the baby filled its diaper to capacity, and everyone in the nearby rows was gagging from the smell. The mother left the child in the diaper and the kid was going crazy. I leaned back against my seat and this smelly child grabbed the top of my head and pulled my hair. Mom pulled him back, but she couldn't make him sit down (would you want to sit down in all that crap?) and while she held him, he continued to kick my seat back. Then the screaming started and added more to the kicking. The smell was overbearing and the flight attendants said nothing. Finally, the young mother asked if there were changing tables in the restrooms of the plane and she was told "No" - the attendants could have helped her in some way (to help us) but they didn't. About 45 minutes later (the captain had told us we would have a longer flight due to weather and diverting off course to avoid it), the mother decided to change the kid's diaper in her seat. Oh, what fun that was.

The flight attendants did not ask her to control her child, they did not help her to find a more suitable place where she could change her baby that wouldn't kill the rest of us, and they never checked on anybody (like me) after the kid yanked the hair out of my head twice. I spent a little over two hours sitting pretty far forward in my seat between two other very irate people.

The attendants did not do anything about the smell either, which made at least one person very sick.

Oh, and speaking of sick. When the guy next to me first got on the plane and reached for a magazine in the seat pocket in front of him, out fell a used barf bag that nobody had thrown away. Isn't that a bit of a health hazard?

I don't think I'll be using US Airways again any time soon. Zero customer service or assistance when you need it. And that was a $400.00 ticket.

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Sherman Oaks, US
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Oct 04, 2009 7:42 pm EDT

Did you at all ever ask the flight attendant for assistance? Something tells me you never said a word.

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Ihateuanditshows
Wassila, US
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Jul 28, 2009 8:55 pm EDT

I call shenanigans on this post. Every modern ariplane I've been on has at least one changing table.
You get points for creativity though!

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Ricksaloser
Houston, US
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Jul 04, 2009 12:09 am EDT
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ok...unfavorable travel experience..absolutely. airline to blame? not so much.

Yes, mommy or daddy gotta do what they gotta do to be fellow travelers. does it perhaps "suck" to travel w/ a infant or toddler? perhaps. does a dirty diaper happen. absolutely. Airline staff are not child care takers. safety 1st. accomodations 2nd. just like on a train ride, parents should educate themselves on the parameters, and adjust. I too am a parent. I have utmost understanding of being a parent, with variables outside of my control. If my daughter dirties her diaper, safety (seatbelt sign) supercedes the dirty diaper situation. I then would ring my f/a call button to ask for guidance. Traveling w/ the public overall requires patience and ettiquete, of which most dont exceute.

The airline is not at fault. bc did the parent communicate the need of the child (dirty diaper)? doesnt sound like it. and if they smelled the scent, perhaps they were trying to not embarass the kid/parent. damned if they said anything, damned if they didnt.

and the previously sick back not used...that is disgusting, and yes us airways should have had acceptable ground cleaning to assure this was cleaned.

But, overall, the complaint should be against our fellow traveling public.
1. person that threw-up in their sick bag and did not discard or disclose it to airline personnel for proper discarding.
2. parent that should communicate their concerns for proper caring of changing their kids diaper. parents job is their childs welfare/comfort, flight attentant concern safety and service.
3. I agree UsAir sucks, but this complaint doesnt support my opinion thereof.

Have a great night all:)

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Deja
San Diego, US
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May 14, 2009 7:07 pm EDT

OK first of all, you obviously DO NOT have children. And if you do, I truely feel sorry for them. Because from you drama filled novel above you were apparently the type of person who is annoyed or embarrassed when children i.e. babies poop or misbehave. Which is sad, they are babies they cannot control ityou [censored]. Now if it were a 10 yr old yes you'd have every right to be upset but with an infant how dare you write such terrible things. Your pathetic!
I do agree US AIRWAYS suck, and their service is terrible but perhaps you shouldn't take your "not getting laid, fat ###" attitude and have opened up the cabin door and jumped out if the smell was that terrible.
It's people like you who should be slapped and then kicked in the face your truely a piece of ###.

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crystal
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Jul 18, 2008 6:28 pm EDT

omg thats terrible im so sorry =-(

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9:52 am EDT
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US Airways Nightmare

I will never again fly this god-forsaken airline! The nightmare began last year when a friend and I were scheduled to go to Greece. My friend got sick on the way to the airport and we had to reschedule. Our tickets were reissued for two days later. She was still ill, so we had to bail on the entire trip. We called US Airlines. The rep told us that we could purchase new tickets using this flight as a credit for a year from the date of reissue.

When I called a few months later to make a reservation using my credit, I was told that I would have to buy a ticket close to the cost of my ticket because I would not be credited the amount over the cost (which was not what I was told previously).

I had the opportunity to go to Greece the following summer. I called to cash in my ticket and they tried to tell me that I was too late to use it because the ticket expired, citing my initial purchase date rather than the reissue date. After a strenuous argument, they gave in, but quoted me a price $300 greater than my friend (who made her reservations 15 minutes before I called). I tried to argue this, but they said that that was the fare quoted in their computer. Liars -- especially since I called later that evening and they quoted me the price my friend got!

So, off we went to Greece. The trip over was surprisingly fine. The trip back was a nightmare. We arrived at the airport well before the closing of the flight only to be told that the flight was overloaded and due to FAA regulations, we were getting bumped. Never mind that we were confirmed passengers on the flight. Since it was Memorial Day weekend, they had a hard time getting us out of Athens and had to put us on a Continental flight (the only good part of the trip) into Newark. From there, the rep claimed that the only way for us to reach our final destination was to *somehow* get through customs and find transportation to LaGuardia in TWO HOURS. When I asked the rep how exactly we could do that, she said that if we wanted to get home, we would have to do that (which is impossible).

She did, however, offer us each $600 for the inconvenience and was going to issue us a draft right there. However, they were "out of drafts" and that our money would be sent by US Airways.

We got into Newark on time (thank you Continental), however, by the time we got through passport control and customs, we would get to LaGuardia (in a cab at our expense) in time to see the plane fly over our heads.

We called US Airways from the taxi line and when they looked at the computer, they "realized" that we could get a flight out of Newark and make a connection to our final destination. We specifically asked if this was a possibility in Athens, but were told it wasn't. So, we had to then RUN through the airport, deal with the fact that they kept "losing" my friend's reservation, go through security (again), recheck our luggage (which they charged us extra for), and made our flight with 10 minutes to spare.

When we got home I called US Airways a few days later to issue a complaint about the way we were treated. I was told that there was "no customer service line" and that I would have to send my complaint via email.

I did and receive a rude response from the rep saying that while they were sorry for the experience, they did not have to do anything because a) we did make it home and b) they don't reimburse for FAA cancelled reservations.

I sent off another email indicating that the crux of the refund was not due to the bumped flight but the fact that they were booking us on a flight that they KNEW we could not make. And what about the fact that the woman was ready to write a check then and there?

I was blown off yet again and decided to call back. I was told several times that there was no customer relations line. Then they told me that they would transfer me. They transferred me to a fax line. I called back and finally got a number out of them.

After 45 minutes on hold, I spoke to a very nice human who was going to send my complaint "up to exec."

Needless to say, I have not received a response. I won't hold my breath, but I WILL be calling again.

If your plans call for air travel. DO NOT fly US Scareways!

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7:26 am EDT
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US Airways Free ticket offer

Buyer Beware as the saying goes. The US Air Credit Card offer is a very bad joke on anyone who thinks they are going to get a free round trip ticket. At best you may get one of your dates during an entire month. No guarantee if it is coming or going: Not gonna happen. You are placed in a choice of using a 50, 000 mile or more award if you want to fly. Their Award people at the reservation centre, although sympathetic, can offer no help. Sorry is the most frequent offer.

Soooo-if you fall for the false misleading ad that you are going to get a free round trip ticket for the 25, 000 miles when you sign up for their Credit Card; Well, you are in for a big surprise.

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Pissedoffpeter
Kew Gardens, US
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Feb 18, 2014 11:44 am EST

3 month after signing up, using credit card and paying balance on time still no award miles, not a single one. Three calls to customer service, 3 X 20 minutes wait, 3 different excuses. Wonder how booking the flight will go.

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WinstonGS
US
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May 14, 2013 10:24 am EDT

I also clearly heard that 40, 000 bonus miles would be forthcoming if I signed up. I have since discovered that only 30, 000 bonus miles was approved. I consider this fraudulent and I intend to lodge a formal complaint with NC consumer fraud. I certainly hope that others who were similarly deceived will do the same thing.

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David Gervasi
Fayetteville, US
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Apr 06, 2013 10:14 am EDT

Now 2013 and nothing has changed. Same deceptive practice. Flew yesterday from Syracuse to Sarasota and really listened to what flight attendant said, "40, 000 miles good for 2 round trip tickets to anywhere in continental US". Thought I misheard when flying from Rome to Philly last October when I signed up. Now I know I was duped, as indeed that is not the case.

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EFT311
US
Send a message
Oct 25, 2011 9:19 pm EDT

No where on sign up for this special offer credit card did it state there would be an annual fee. The offer was for $50 off the flight charge I was booking. Also re-read the welcome letter before activating card and again, nothing stating a fee. So they gave me $50 credit and charged me $89 for an annual fee. This will be the only annual fee they will ever get out of me. I am transferring the balance to another card and cancelling this card. No way on earth will I pay an annual fee to use a card when they get money out of me and the merchant and any interest. Bad business practice.

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G Agostinelli
Charlotte, US
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May 16, 2011 10:27 pm EDT

Right there with you. I just called again and at least they waived HALF of the annual fee because they still can't seem to deliver the certificate. They can't track it, overnight it, or even give you the opportunity to use it electronically. What a waste. They should not be allowed to offer this companion certificate as a benefit if you can't even use it.

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MichShell
Sausalito, US
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Mar 21, 2011 9:44 pm EDT

I was offered the $99 companion ticket when I signed up, and I never received it - Finally, two years after having a US Air CC, received one companion ticket for $149 - And it came so late and after so many fighting calls, that I now have 15 days to book before it expires. COMPLETE scam

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chas 73
Skippack, US
Send a message
Jul 08, 2010 3:29 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Wow, I thought I was the only one. I was supposed to get my $99 companion tickets at the end of April. They said there was a glitch in the system and I would receive them in 4 to 6 weeks. It is now 9 weeks later and every time I call they insist that I will receive them in 4 to 6 weeks. So I called again today and they said they placed another order for me and that I will receive them by August 10th, 4 weeks from now. I complained to them that this will make it 4 months later. Every time I talk with someone from the credit card company they go round and round with the same lies. Barclay is the holding bank for US Airways Mastercard. I complained to US airways also, but they didn't seem to care either. My vacation may have to be cancelled to the west coast because tickets for three are way too much for me. Is anyone interested in a class action suit?

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ruarnold22
Helena, US
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Jun 14, 2010 10:20 pm EDT

Unfortunately I fell for this myself. I was even so stupid as to buy the 2 for 1 miles upgrade they offered. Spent $740 on 25, 000 + 25, 000 miles, which I asssumed would be good for two RT tickets. I went to go use them and saw that they really have no 25, 000 RT award flight. f I'm lucky I might be able to find a mid-tier which is still 40, 000 So essentially I paid $740 for a RT ticket that would normally cost $400. Huge scam. Will be cancelling this card as soon as my year is up and the annual fee is due again.

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painer
Visalia, US
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Jul 08, 2009 11:29 pm EDT

Our $79 fee was paid and the account is in excellent standing but USAirways Mastercard did not provide us with a companion ticket voucher this year. We are supposed to receive the voucher every year. Even after several phone calls they still have not provided the voucher. We have no choice but the eat the $79 fee. We are checking into any legal action we might be able to use to get the voucher. I would not recommend this card, the service has been poor on this problem and there are many other cards out there that are providing real benefits that are equal to if not better than this card.

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dmarieski000
Mt. pleasant, US
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Jul 06, 2009 11:30 am EDT

Their $99 companion deal is no deal at all. I think it's more USair than the credit card people. The USair card was originally Bank of America then it switched to Barclay's. Same deal 2 months to book. And you are right about the 50, 000 miles. Everytime I tried to book something it as 50, 000 miles. I Will be getting rid of this card as soon as I use up my miles. If you want a really good card, I recommend Capital One rewards program. It's great. No blackout dates and it's 15, 000 rewards for the first tier. and goes up 30, 000 rewards, etc. Still less than the 50, 000 that usair wants.

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Overview of US Airways complaint handling

US Airways reviews first appeared on Complaints Board on Dec 23, 2007. The latest review Unprofessional Ticket Agent was posted on Apr 30, 2022. The latest complaint Cancellation of flight and horrible customer service! was resolved on Apr 24, 2014. US Airways has an average consumer rating of 4 stars from 82 reviews. US Airways has resolved 52 complaints.
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    4000 E Sky Harbor Blvd, Phoenix, Arizona, 85034, United States
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    Jun 13, 2024
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