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US Airways Complaint - US Airways Nightmare - Cancelled Flight With No Alternatives Offered
Cancelled Flight With No Alternatives Offered - Complaint
PHILADELPHIA, PENNSYLVANIA -- I will describe in the detail the nightmare I experienced with US Airways just recently.
On August 16, 2008, I booked my flight to Miami with US Airways. On November 16, 2008 I received Schedule Change Notification email regarding a change to my itinerary. Instead of departing from Philadelphia on 12/28/08 at 7:40 AM and arriving to Miami 12/28/08 at 10:46 AM, my departure time from Philadelphia was changed to 12:15 PM and arriving time to Miami - to 3:03 PM.
I called and explained to the representative (her name was Audrey) that this change cannot be accepted, because I have to be at Miami airport preferably by 12 PM: my cruise ship will be leaving Port of Miami 12/28/2008 at 4:00 PM sharp and I’ve been instructed to be at the cruise terminal on time in order to go through the appropriate pre-cruse procedures.
Audrey said that she is sorry, that all earlier flights are full and there is nothing she can do. I was in disbelief. I started to complain about how I booked it in advance, and about such short notice and how hard it is going to get good ticket price now, at this time of the year, and the terrible inconvenience, etc. She asked me to hold. After I had been on hold for several minutes, Audrey came on the line only to confirm that there are no earliest flights available for me, unless I’d like to fly to Miami a week earlier (?!.).
Then I was on hold again. When Audrey was back, she informed me that my options are the same. If they are not for me, she said she can process the refund.
I asked Audrey to let me speak to her supervisor and received the following response: “You are going to hear the same from her.” I insisted. After being on hold, I heard supervisor to come on line to only tell me that this particular flight was taken out of the roster, to say that I don’t want to understand that she could not help me and to repeat all the same I previously heard from Audrey.
Needless to say, I was quite frustrated. I basically was given no other option, but to request a refund, which I reluctantly did.
This call took place between 12:20 PM and 12:50 PM. At 1:00 PM I had a meeting to attend to. When I came back from the meeting, I started to look for the new ticked online. Right away I saw US Airways flight departing Philadelphia at about the same time as my previously booked flight and arriving to Fort Lauderdale instead of Miami at about the same time as my previously booked one. I realized that I was entitled to be given such an option. I was entitled to hear the nearby airport names, approximate distance between them & original one, flight schedules to those nearby airports, maybe even help with the arranging flight with another airline.
I immediately called US Airways customer service, was put on hold again and again was told that there is nothing they can do to help me, since request for my refund was already in processing.
It was outrageous experience, which made me feel helpless, tricked, used and abused. I’m sure I was not the only one.
On August 16, 2008, I booked my flight to Miami with US Airways. On November 16, 2008 I received Schedule Change Notification email regarding a change to my itinerary. Instead of departing from Philadelphia on 12/28/08 at 7:40 AM and arriving to Miami 12/28/08 at 10:46 AM, my departure time from Philadelphia was changed to 12:15 PM and arriving time to Miami - to 3:03 PM.
I called and explained to the representative (her name was Audrey) that this change cannot be accepted, because I have to be at Miami airport preferably by 12 PM: my cruise ship will be leaving Port of Miami 12/28/2008 at 4:00 PM sharp and I’ve been instructed to be at the cruise terminal on time in order to go through the appropriate pre-cruse procedures.
Audrey said that she is sorry, that all earlier flights are full and there is nothing she can do. I was in disbelief. I started to complain about how I booked it in advance, and about such short notice and how hard it is going to get good ticket price now, at this time of the year, and the terrible inconvenience, etc. She asked me to hold. After I had been on hold for several minutes, Audrey came on the line only to confirm that there are no earliest flights available for me, unless I’d like to fly to Miami a week earlier (?!.).
Then I was on hold again. When Audrey was back, she informed me that my options are the same. If they are not for me, she said she can process the refund.
I asked Audrey to let me speak to her supervisor and received the following response: “You are going to hear the same from her.” I insisted. After being on hold, I heard supervisor to come on line to only tell me that this particular flight was taken out of the roster, to say that I don’t want to understand that she could not help me and to repeat all the same I previously heard from Audrey.
Needless to say, I was quite frustrated. I basically was given no other option, but to request a refund, which I reluctantly did.
This call took place between 12:20 PM and 12:50 PM. At 1:00 PM I had a meeting to attend to. When I came back from the meeting, I started to look for the new ticked online. Right away I saw US Airways flight departing Philadelphia at about the same time as my previously booked flight and arriving to Fort Lauderdale instead of Miami at about the same time as my previously booked one. I realized that I was entitled to be given such an option. I was entitled to hear the nearby airport names, approximate distance between them & original one, flight schedules to those nearby airports, maybe even help with the arranging flight with another airline.
I immediately called US Airways customer service, was put on hold again and again was told that there is nothing they can do to help me, since request for my refund was already in processing.
It was outrageous experience, which made me feel helpless, tricked, used and abused. I’m sure I was not the only one.
Comments:
Posted by Ben There on 2008-11-24:
I never book flights to arrive into my port city just a couple hours or even same day as a cruise. There are just too many things that can change or affect travel like schedule changes, weather, mechanicals, weather, weather and weather. Pay the extra money and fly in a day before on another airline and get a hotel room. Philly has sooo many delays because of weather around the holidays, and if you miss your cruise because you got snowed in an extra hour or two you have a free week in Miami without a hotel room cause they will be sold out because of New Years. The airline is not responsible to get you to the next port city, and the cruise line does not have to do anything either.
Consider this change a blessing. It is not the airlines fault that they did not suggest another city. They probably guessed that if four hours was too late for you than flying into another city would be too.
Consider this change a blessing. It is not the airlines fault that they did not suggest another city. They probably guessed that if four hours was too late for you than flying into another city would be too.
Posted by JohnInSoCal on 2008-11-24:
I believe from a customer service standpoint that the airline should have provided alternatives as far as the destination city. I do agree with Ben. You never fly into your port city on the same day that your ship is scheduled to sail. Always allow at least 24 hours, especially during the holidays and the possibility of bad weather.
Posted by madconsumer on 2008-11-24:
seems these days flying has zero advantages over driving. other than speed.
great review.
very helpful.
great review.
very helpful.
Posted by Ben There on 2008-11-24:
"seems these days flying has zero advantages over driving. other than speed."... Isn't speed the point of flying, though? Was there ever a time where the point of flying was a nice meal?
Also, I think flying can be a lot cheaper than driving depending on the route. Think about LA to NYC which goes at times for $150. I think you would be hard pressed to drive it for less... Don't forget to include missed time off of work, all the meals on the road, the hotels, etc...
Also, I think flying can be a lot cheaper than driving depending on the route. Think about LA to NYC which goes at times for $150. I think you would be hard pressed to drive it for less... Don't forget to include missed time off of work, all the meals on the road, the hotels, etc...
Posted by dan gordon on 2008-11-24:
I'm in the tour business and I believe you were short sighted in arranging your own flights. Yes you saved some $$ over letting the cruise line arrange but when things go wrong you have no one but yourself to blame. If they had booked you they would have gotten you to the next port instead of missing the whole thing. If a flight changes I doubt the airline has the option of changing your routing especially for the reason given.
Posted by yoke on 2008-11-25:
At least when you drive you are guaranteed to get there when you want and you will have your luggage with you.
Posted by Ben There on 2008-11-25:
I took a little road trip over the past few days, and between rush hour, 2 wrecks, stop lights that were broken and flashing red only in downtown, road construction on several different parts of I-10, a massive yet quick thunderstorm, a potty break because I drank 2 diets cokes in the delays, a line at the gas station cause they had $1.55 gas, and a detour from Highway 61 because of bridge work, a trip that takes 2 hours and 15 minutes was almost 5 hours.
I wrote a really nasty email to myself and I am waiting on a response. I demanded a free first class trip anywhere I drive. Based on this one experience, I suggest that you DO NOT RIDE IN A CAR WITH ME! Ride with one of these magical people that can guarantee when you will be arriving somewhere.
I wrote a really nasty email to myself and I am waiting on a response. I demanded a free first class trip anywhere I drive. Based on this one experience, I suggest that you DO NOT RIDE IN A CAR WITH ME! Ride with one of these magical people that can guarantee when you will be arriving somewhere.
Posted by yoke on 2008-11-25:
benthere, sounds like the airlines! What should take 2 hours can take 5 hours with all the delays at the airports.
Posted by Ben There on 2008-11-25:
Yeah, so where do I get my compensation? I missed lunch and I will never get that time back.
Posted by stephenm on 2008-11-25:
Whenever the purpose of a flight is to be on time for a specific event, whether it is to attend a wedding or a concert, join a cruise ship, etc., common sense should tell anyone to plan to arrive at the destination a day early. Airplanes are not magic flying carpets! Delays, storms,mechanical problems happen all the time and it is very silly to look at a schedule and think that because it says arrival on Tuesday at 4:15 for instance that that is guaranteed and you can be sure to be at the event you are travelling for by 8:00.
Posted by burnedinva on 2008-12-29:
During the Thanksgiving holidays, I too had a nightmare of an experience with US Airways. However, mine came in the form of paying to check my baggage. It's sorta funny in hindsight, because I would see the Southwest Airline commercials advertising that they don't charge for checking bags and would always wonder why that "feature" was so different from the rest of them. Well, when I traveled with US Airways on Thanksgiving, I quickly became aware of the fact that they must havbe been talking about US Airways who charges $15 per checked bag! Forgive me if I'm just slow to this news if they have been doing this for years, but I could swear that I've flown with them before and haven't had to pay. Gosh, there are so many "signs of the times" with this bad economy that it's sickening. Why should the consumer always be the one to pay for a corporations misfortunes!
Posted by Melony345 on 2010-03-17:
Ha Ha HA, I agree. US AIRWAYS is NIGHTMARE ON ELM STREET LITERALLY. THE WORST AIRLINE IN THE HISTORY OF AIRLINES.
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