US Airways

Our promise to you
The safety and satisfaction of our customers is a top priority for our airline. Customers First is the result of a joint effort of the airline industry, the US Congress, and the US Department of Transportation to address the key service elements that affect our customers

Imagine how happy i was when i seen this on your website, great i thought this looks like agreat airline, you know one that really cares, after all this is written on the website.

When i phoned to speak to a representative of the company to share some concerns regarding my stepdaughters flight i was shocked at the reaction of the only man i was allowed to speak to. You may well not believe me but he could only give me his name as Tony/Toni

But before i go any further iwill give you the reference number i have been supplied with.

REF us-10knowles-07358

Concerns
1. The vegan (MEAL) which was requested at time of booking transpired to be a piece of Artichoke.
2. The tray table for the meal could not be served on the table as it was broken
3. Two obese passengers were sat in the two seats next to her.
4. One of the passengers next soiled themselves.

Fair enough these things happen. When i phoned to complain i was offered $50 as an act of good faith.

Yes $50 i had to ask twice as i thought i must of misheard.

I was then told that a phone call should be made before to find out what the vegan meal is- My concern what if it is another piece of Artichoke
I was then told that the airline does not compensate for other passengers actions
I was then told that they did not think that sitting next to a soiled passenger was an issue.

At this stage i felt that i was not able to communicate my concerns to TONY/TONI i politely asked if he could please transfer me to his superior- iwas told no
i then asked why not and was told that he did not have to and it was his authority to offer $50 and nothing else.
I asked him again to transfer me to his superior, it was at this stage that i was cut off, yes thats right the agent who was dealing with my complaint HUNG UP.

At no stage during was there an apology for the service provided by the airline, or even im sorry to hear that sir.

I then had to spend an additional 25 minutes to get the reference nimber

I have to say that i have worked in the customer service industry for the last 15 years for two of the largest global superbrands. I write and teach customer service programmes and have to say i am concerned about the level of customer service i have recieved so far.

I looked forward to your reply

Very best regards

Lord Stephen Rowan

I, my wife and my old parents travelled by your esteemed Airline on 24th July 2010 from Toronto to Phillidalphia-Rome and returned on 03rd Aug 2010 from Rome to Charlotte-Toronto.
I had requested wheelchair service all through and were very impressed by the service provided. The best was at Rome Airport where the 2 young men stayed with us all through and even got my parents on the plane US Air 721. When we arrived at Peason Airport in Toronto at almost midnight we had to wait for the wheelchair attendants. As it was so late, only one young man showed up with 2 wheelchairs. He helped to push my Dad in his wheelchair and I helped my Mum with her wheelchair. It was a little tough as I and my wife also had our baggage. Anyway the young man was with us throughout as we went through Customs, got our checked baggage and exited the Airport to get our coach for the Park n Fly Parking Lot. It was a long day since we left Rome that morning and were very tired.
In general we were very satifised with the service provided. Our flight leaving from Toronto to Phillidalphia on 24th July was on time but the flight from there to Rome which was supposed to leave at 6.10 p.m. did not leave till 10 p.m. for many reasons. The fuel pump on the plane had to be replaced, a drunk passenger had to be removed off the plane and his luggage had to be found and then a family wanted to get off the plane as they were not happy with the delay and their luggage had to be found. We were a little worried as we had to catch a Cruise in Rome at 4 p.m. on 25th July 2010. By the time we got our luggage and were out of Rome Airport it was almost 2 p.m. Luckily we made it to our cruise and boarded our ship at 3.30 p.m. Its a good thing we originally had an arrival time of 8.45 a.m. at Rome Airport which gave us a long time to get to our cruise terminal. It was a little tense and we were a little worried. Thanks a lot for the great service provided. We will definately fly US Airways the next time.
Elroy Pires & Fly
Ontario (Canada)

Hi,
When US Airways Group purchased Piedmont Airlines THEY PURGED PIEDMONT’S EMPLOYEE RECORDS and one of those employee records was my deceased father’s information. My mother has been trying since 2006 to date to receive his PENSION PLAN that’s due to her. I have called the Executive line NUMEROUS times and left MESSAGES and NO ONE is returning an email or call. What must I do to get the attention this matter desperately needs – go public television????? I look forward to soon hear from you.

THANK YOU
Lititia

On aug 19 2010 my flight from providence to tampa was cancelled my bag was returned to me but i was charged $25.00. When I got to the airport the next morning I didn’t have time to check the bag again so I carried the bag on the flight with me.Will I be credited for the bag? The claim # on the bag is PVD K6-19Aug10 18:13 BE9A68. PNR:EFC6J9. PLEASE CONTACT ME AT 954-548-2140 or my e-mail. THANK YOU!

Dear Administrator,

My name is Allison Johnson. On October 14th my parents and daughter flew US Airways from Atlanta, Georgia to New Bern, NC. They were due to arrive in New Bern at 12:13 pm. I was leery of the required change of planes in Charlotte but the cost difference between you and Delta persuaded my father to use your airline. That will not happen again.

My mother’s ticket was flagged as someone with disabilities requiring assistance. There was a wheelchair provided at Hartsfield (Atlanta) which was used to take her all the way through the terminal, to the concourse and up the jetway. Upon arrival at Charlotte there was only a 30 minute layover. She was met with a wheelchair but only far enough to get on a cart. The cart did not have room for my father and daughter so they walked to the concourse trusting my 76 year old, rather frail mother to the care of your staff. She was taken to the top of an escalator and was not offered the use of an elevator. It was difficult to manage but she did. She got on a cart at the bottom of the escalator to be taken to the gate. Instead she was told to change carts again. In the process she nearly fell face first on the floor trying to exit the cart and no one tried to assist her. She made it on to another cart to be taken to the gate.

Meanwhile my daughter and father had arrived at the gate for the connecting flight without event and were worried about where she was. Finally the gate agent used her radio to try to locate her. The first time the cart driver did not answer. When she called a second time my mother said, “that radio is asking about me!” The cart driver responded that they were only two minutes away from the gate. The gate agent told my daughter and father that they should board and my mother would get the next flight. She actually expected my father and daughter to leave my mother there alone! My father and daughter refused to board without her and begged her to wait the two minutes for the cart to arrive. The gate agent said no and closed the jetway. No sooner had she closed it than the cart with my mother arrived. The gate agent said it was too late. They were not allowed on the flight.

My elderly parents had to spend an additional 3 hours in Charlotte deprived of much needed rest. I was forced to miss work completely to pick them up at the later time.

I called customer service and was told that the only way to address this was via the internet. I sent in the complaint form on October 14th and did not receive a call until October 19th. I spoke to Ms. Cheryl Lowe who was extraordinarily rude. She spoke over me, stated that it was my parents’ responsibility to get from one gate to the next and that there was nothing wrong with the transport system at Charlotte, my parents should have been more careful to allow time for the transit between gates. When I asked her how they were supposed to know about transit time when they had never been to that terminal her response was that I should have known since I have been there. I responded that I had no way of knowing what gates they were going to come into or fly out of and could not anticipate the transition time. I also stated that in my experience the short lay over had not been an issue so why would I have known? She continued to tell me that we should have known better.

I asked to speak to her supervisor or manager. She stated repeatedly, “I am not going to escalate this call.” “This call does not require escalation.” I said I am asking to speak to your supervisor and that if that supervisor wanted to tell me the same things I would deal with that but I had the right to speak to a supervisor. She refused but she did give me the name of her supervisor, one Michelle Richards in the Phoenix AZ office.

Now we purchased tickets, informed US Airways that one of the passengers was disabled and at no time did anyone recommend or suggest that we seek a longer layover to accommodate transit. Quite the contrary several people along the way assured my mother that she would make the flight on time.

I just got off the phone with someone in the Phoenix office named Eric. He is attempting to get Michelle Richards or some equivalent or higher member of management call me. I am livid. I have never been treated with such disrespect or rudeness by any service provider. He has told me Michelle would call me in the morning.

I want to know 1) what US Airways is going to do to address this. 2) If you cannot provide timely transit between gates during a short layover then individuals with disabilities should be advised to seek the longer layover when booking tickets. 3) What are you going to do to compensate my parents for the disregard shown them and the manner in which my mother was endangered when she was made to change carts without assistance.

I would like a response as quickly as possible. It took 5 days to get the rude response I received. I expect to hear from Michelle tomorrow. Please contact me to assure that my concerns have been met. At this point have no faith in anyone in your customer service department.

Allison Burnes Johnson

Your employees are the rudest people I have ever dealt with after filing a claim with Us Airways about my lost luggage weeks later I get a call back from them saying they found my luggage saying checked them aboard another airlines and I got the luggage when I got to my destination what lying pieces of crap they have employees, I am happy that a US Airways was kind enough to bring my luggage and check them aboard Tam airlines but it would have been nice to have known this And when I got to my destination I would have known that my luggage would have been there waiting for me. As Of today I have nothing back from my luggage I am sure some Brazilian is enjoying all my items. People do not fly US AIRWAYS at all cost they will lie to you and promise you things but nothing ever happens. They have so many complaints regarding the same thing. I say fxxx off US Airways. You needed my stuff more then I do.

Two thumbs up for John Romantic! When our entire marching band found themselves unable to get to the Tournament of Roses Parade, John worked feverishly to do everything he could to help. Even though the group was scheduled to fly Continental, he stepped up and helped those that could not be accomodated by Continental. I was amazed and overwhelmed by his caring and quick action. Thanks, John!

I am hurt by the US Airway because they lost my baggage along with many of my valuable and sentimental belongings, next time no more travel with Usairway.

I’ve emailed us airways 4 times now with the below message and not 1 person has contacted me to resolve my issue. I’m very upset about this issue as I know the item was turned in and verified by the worker at the Kona airport to have my sons initials on the items, therefore I know it was his items(no question). I’m not understanding how this item can just disappear unless someone working for the company has taken the item which is totally unexceptable. I want something done about this I feel very let down by this issue and I’m not willing to just forget about this issue.

Thank you
Elena Schumacher
7130 Pipers Run place
NLV, NV 89084

This is my 4th email to you about this issue and I haven’t been contacted as of yet. my family flew from Vegas to Kona hi on 4-14-11. my son left his black game bag with his psp & 14 games in it on the flight from phx to koa, I immediately called the airport upon arriving at our home in Kona and was told the item was turned in by a flight attendant and put in the safe (item was verified as my sons due to his initials being on the items), i was assured that the item would be safe until our return flight on 4-26-11. I spoke to karen or Caren in Kona. I arrived to the Kona airport in plenty of time to get the item on 4-26-11 when i was told the item was NOT in the safe any longer. I questioned the lady on duty that checked the safe she assured me someone would be calling me which never happened. I know the item was turned in because i was told it was in the safe, now the item is gone. Ive contacted the Las Vegas us airways, the main lost and found, the Kona lost and found. i want something done about this, this item was turned in and had disappeared by the hands of us airways employees.

Greetings,On  6/25/2011 I was on US Airways flight 565 from Phoenix to Orlando with my two young children (Ages 7 and 8). We were seated in row 5, the first row behind first class.During the flight instructions at the beginning of the flight included that passengers in the economy cabin should use the restrooms at the back of the plane, which I understand. During the flight, many passengers from the economy cabin went forward to use the bathroom in first class and nothing was said, so it appeared to be an accepted practice. There was one elderly woman sitting behind me who used the restroom a lot.Near the end of the flight, when the elderly woman came out of the first class restroom, a flight attendant admonished her, because the seat belt light was on, had her go back to her seat and then the flight attendant closed a secured the partition between first class and economy.

About 10 minutes later a flight attendant from the rear of the plane had to pass through the partition and she couldn’t get through! She really had to struggle and then she had to reach through the side of the partition to free it. Much to my surprise, the flight attendant who has secured the partition had done so by securing the partition loops around hangers that are attached to the back of the first class compartment. After the second flight attendant struggled to open it, when it was finally opened, there was a hanger still attached to the partition loop.Now, had there been an actual emergency, in closing the partition in this manner would have prevented people in the economy cabin from reaching the closest emergency exit, also creating a bottleneck and possible crushing injuries as frightened people surged forward. Since I was in the front row of the economy cabin with my two children, we would have been greatly impacted and most likely injured by this blatant safety violation that was brought about by the actions of the flight crew. If I as a passenger were to create a safety violation, I’m sure that I would at least be arrested and possibly prosecuted. The flight crews job is to protect the safety of the passengers, not to endanger it for their own convenience.I am looking to pursue this matter to it’s fullest, as it appears to me that this is not the first time that this violation has occurred, especially with the ease that the flight attendant secured the first class cabin partition in violation of safety regulations. I understand that passengers need to act in a manner that keeps everyone safe. Flight attendants should be held to a much higher standard. Maybe I should have addressed this with the Captain or someone else at the airport, but I didn’t. I wanted to make sure that this violation received the highest level of attention that it deserves.Just a heads up on US Airways safety.

Oops, I didn’t understand that all new comments went to the bottom of the page

Thanks us airways for your fraudulent services, your lies and your manipulation. My name is Bryan 5094305457 I flee a 14 hour flight watched us airways throwing all our luggage roughly around and when I go home from the airport I opened my bag to realize you destroyed all my items. Then your refuse to cover what you broke after you forced me to pay extra and put it through baggage claim broke it an now say I have to report it immediately to the airport when I land. Who checks and opens their luggage after flight? Who does it after 14 hour flights?! Your policies are highly overwritten an done so to screw us over. I have been taking a video camcorder to the airport and cuddling your baggage handling and your customer service because since you will not compensate what you damaged, which was expensive, your screwing over your customers. On top of that the wait periods for replies and all of that and not reaching your departments? It doesn’t take 6 weeks to read an email, and I will prove that if you allow this to go to court. There are federal laws and the public knows you mishandle our property and have the worst customer service. Consider yourself sued because according to the three lawyers I consulted they claim this case is almost impossibl to loose.

“ When it comes to customer service, you are left with the impression that it is trying hard to shed its old, “couldn’t-care-less” image that US Airways worked years to develop. How is it working? Only time will tell.”
Can not tell thay are trying to shed the care less image from the way the gate agent at Charlotte said ” …your not in first class so I don’t give a crap”.

Respected sir

Regarding
 
Kindly find the attachments of  the Article for development of Two Seater Aircraft project,

We have made a two seater aircraft in bangalore karnataka india we have done a great job but we dint get any responce from the government of india. Today in india there are various centers of HAL department and HAL department is in bangalore also but we dint get any response from the government of karnataka. our news was reported in many big and famous news channels and HAL members mean indian goverment came and saw two seater aircraft what we have made but they dint take any response at all. our project news is in aero news also then we got a letter from karnataka indian goverment in which it was written’ now we dont have aeronautical school in karnataka india if in karnataka indiasuch school is there we will inform you” but what was written in letter was false bcoz in karnataka HAL was already   there 

pls open this PDF file and read it and after reading contact me, and we have many dreams in proving our tallents in field of science and technology that tallents we will show after joining HAL team and improve india.
Google search, Hoskote,s wright brothers
 

Thanks & Regards
 ALAM & NAZEEM from bangalore Hoskote
karnataka india
 Cell  +91  9945154967