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US Airways Reviews
My daughter and I received the worst service I literally have ever experienced from an airline during our attempted trip home from spring break vacation. After returning our rental car, we proceeded to check in with 55 minutes to spare only to be told we were late, we had missed our flight (not true), needed more time than 55 minutes to check our bags (only had carry on luggage) and the next flight available was not until 7:50pm (original flight to leave at 5:15 am). The woman was rude, smug, not helpful in any way, shape or form and actually looked a bit pleased with the fact we were having trouble and had no options. When we timed the actual process to enter security checks and ride the tram out to our gate, we would have had 15 minutes to spare. We ended up booking a flight with AirTran who acted horrified with what we had been through and worked diligently to help us at a discounted price for our trouble with another airline. Pathetic, no compassion, and borderline evil are terms I would use for this airline and I feel as if my hard-earned money has been stolen from me. I will also be contacting consumer reports and the better business bureau to file a complaint. I will also be telling anyone and everyone I know to fly AirTran Airways and avoid US Airways at all cost!
USuck Airlines continues to sink to new levels of excess greed while flaunting their "we don't give a sh-- attitude." My father-in-law died this week and we needed to purchase four tickets to Houston for the funeral (two tickets out of CLT, one out of CHO, and one out of IND). Because people rarely give you notice before they die, the last minute ticket prices were astronomical. USuck Air practically laughed at me when I asked about bereavement fares ("oh, we haven't had those in years") -- despite the fact that my sister-in-law who was flying in from Boston on Jet Blue received one. I then asked if we could somehow use the tickets we had purchased for next month when we had planned to visit for my father-in-law's 80 birthday (which we would no longer need since he had died). USuck Air told me that would cost $150 per ticket plus the difference in the fare, which was also an astronomical number. We did the only thing we could do at this point: bought the new tickets at the astronomical price. On the evening before our return flight to CLT, I called USuck Air to ask if we could get on an earlier flight back to CLT since we had to take our son to IAH for his early morning return flight to CHO (which was first going to CLT). The representative said that we could go stand-by (using that word) and that there should not be any problem since there were plenty of seats. Instead of putting him in a cab to the airport, we all went together to IAH; we returned the rent car and told the representative at the USuck Air counter that we wanted to go stand-by on our son's flight. She chuckled and said, "there is no such thing as stand-by anymore and it will cost you $75 a piece." I told her that this was not what the Customer Service rep on the reservation line had told me. Of course, she didn't give a flip. We arrived at the gate with our son and was told the same thing by the gate rep. He did add, "there is a 10:00 AM flight before your 12:09 flight and I can put you on that but it will cost you $75 a piece too." So, here we sit waiting four hours for our flight while USuck Air has empty seats on two other flights going to CLT before ours. If my husband and I treated our customers like this in our business, we would be out of business. It's Sunday morning and I am sure that some USuck Air executive who makes these greed-filled decisions is sitting in a church pew being a total hypocrite believing that his business life and its moral decisions is somehow not subject to those nice biblical platitudes that they teach in Sunday School.
"overcrowded bag free for all"
I picked US Airways over another carrier because the flight was non-stop and listed as less expensive that was until I tagged on the baggage fee of $25 and the don’t get crammed in a middle seat fee of $50...each way! This, of course, tacked on an additional $150 to my total making US Airways more expensive. Maybe I could have dealt with these excessive and ridiculous charges if after paying these fees and arriving at the gate agents were filling the empty seats with standby passengers who didn't have to pay an upgrade fee for that non-middle seat. When I boarded with my one piece of carry-on because I checked my other piece of luggage even though it met the size requirements for a carry-on it appeared I was the only person who had. As I boarded in the first group of Zone 2 customers much to my dismay all the overhead compartments in my area were full! How could this be? So I got stuck pushing my carry-on under my seat where I then ended up having to place my feet on because there was no other room left. Let’s add insult to injury when it was announced that they would check bags for free! What?! Are you kidding me I just paid! My lower back was killing me (and still is) by the time I was ready to exit the plane and had to wait for the couple across from me to carry off their multiple bags that they took from the overheads. Now one would think after this experience I would say “screw it” and not check my bag on the return flight but sadly I am in the hospitality industry and my mother taught me better than that. When I went to check in at DCA and I got to check myself in and then hauled my bag to the TSA to put on the belt and thought why on earth am I paying these fees since apparently I just did more than half the work. I asked the blank-faced counter agent a question who just shrugged at me – ok nothing is going to be resolved here. I get on the plane and take my excessively charged window seat only to be asked if I would mind moving so a couple to sit together. So do I come off as a witch and say no because honestly I did pay extra for the exact seat or am I a nice person and move. Again my mother raised me as a courteous individual so I moved. Dosing off since I had a long day and woke after the beverage service when the flight attendant walked by I asked her if it was possible to get a ginger ale. The reply “phhh, I’m doing something so maybe in a minute”. I just wanted to scream. When US Airways replied to me I was told fees were nonrefundable and that “choice” seat is a preference. No what “choice” seat is a deceptive marketing technique employed by the airline to defraud their customers. I selected a “choice” seat because I was told there were only middle seats left for one leg and that I would have to get my seat at the airport for the other. The email I received said they looked forward to providing a more pleasurable flight experience next time. Why would I give them another chance?
"Political correctness run amok"
Boarded the flight carrying my laptop, business docs, coat, etc. Two male cabin attendants were standing at the door chatting about the wild party they had attended the previous evening. They basically ignored me preferring to relive the night of debauchery. I found my seat in first class, put my stuff on the seat in order to hang my coat up in the first class cabin closet when one of the aforementioned attendants came up to me and rudely told me that I couldn't leave my things there. Indeed? I paid a pretty fair buck for that seat--and for what I thought would be a bit of service. I explained that I was going to stow it for take-off after I finished doing HIS job by hanging my coat up. He followed me to the closet and, standing very very close to me, whispered, "do you have a problem with me?".
OK folks--he was gay. So was his colleague. Big surprise. Now, I really don't care--honestly I don't. Gay, straight--matters not as long as he does his job.
I said, "yes--I do have a problem with you. How much more of your job would you like me to do"? He turned on his heels, uttered "WELL" loudly and walked up to the front of the cabin. I sat down in my seat and waited for the door to close and the plane to leave. About ten minutes later one of the gate crew--turned out to be the boss--came aboard and asked me if he could speak with me off the plane. We had a chat. The cabin attendant had told him that I was rude and insulting and refused to obey his orders--and homophobic. Nonsense. If I was that cabin attendant's boss I would have fired him on the spot for his attitude.
The boss had the cabin attendant reassigned to the economy cabin. When we got to SFO (the plane was about 30 minutes late departing) I overheard some of the economy passengers talking about "some drunk in first class creating a situation that kept the plane on the ground in philly for half an hour". That cabin attendant had told them that I was drunk--which was completely untrue--and it was my fault that the plane was late.
I am sick to death of poor service on airplanes. I am old enough to remember when flying was a pleasant experience with good service and friendly attendants. Many flight attendants have misused their authority. I know it's a tough job. I don''t think I would have the patience for it. But--it's a choice they make.
US Air needs to do a better job of training and monitoring their cabin crew--especially in first.
"US Airways is the worst Airline"
US Airways is the worst airline in the world. They delayed a flight from Orlando to Philadelphia, connecion to Hartford was missed by 10 minutes, and they refused to hold the connection even though it was the last flight out. The ground staff in Philadelphia was horrible, rude, and incompetent. They would not look at passengers and instead threw paperwork at them which showed the next flight we could take was in 3 DAYS!!! 140 people missed their connections, 15 for Hartford alone. We ended up paying $200 for a rental car so we could get home.
US Airways should be shut down.
"The Cheap Seats"
Trans-atlantic service provided by antiquated 757 - cabin looked as if it had not been revamped since 1980s. No personal IFE - overhead isle screens only and you have to pay for headsets. Food and beveridge service was basic although flight crew cheery and helpful.
No issues at Philadelphia with customs or transfer process but poor weather & storms in Mid West caused delays with onward connection. Very basic inflight service for US domestic route - but they all seem to be going that way now!
Similar experience on return leg.
It was the cheapest ticket to my destination but, with hindsight, would have preferred to spend the extra few quid for Continental (United), American or BA service.
"Horrible Customer Service at the gate"
I have just gone through one of the most miserable customer experiences of my flying history (and I fly roughly every 2 weeks). It started in Rochester, NY, where the gate attendant for my flight (we left from gate A10 I believe) was incredibly rude. When he instructed us to place yellow checked tags on our carry on luggage, I asked him if this was for everyone or only for people whose bags were too large for the overhead bins. Several people were asking similar questions, since his instructions were not very well delivered, and he proceeded to tell me that without seeing my bag he couldn't tell me. I indicated my bag about 10 ft away that was sitting near my travel companion, and the gate attendant quickly and aggressively began lecturing me that passengers cannot leave their baggage unattended at that he will call security to remove my bag if I don't retrieve it. I calmly pointed out that my travel companion was still with the bag, therefore it was not left unattended. I brought the bag over for him to decide if it needed the checked tag, and he huffily told me "Of course it does, that's much larger than a backpack!" I pointed out that I had never said I was carrying a backpack, nor did I ever imply that my bag was smaller than a backpack, and he rudely responded "Well, all of YOU were talking to me at the same time, it was too difficult to figure which one of YOU said WHAT." Please read the capital letters with a sarcastic/petulant tone, since that's what the gate agent very inappropriately used. Our flight was then delayed on the tarmac for roughly 20-30 minutes, and we ended up landing in Philadelphia at 1:15 instead of the scheduled 12:53. Because the gate agent in Rochester had gate checked my and my companion's bags, we had to wait an additional 10 minutes for the new gate agent (terminal F) to unload and deliver our luggage. There were at least 7 of us trying to catch flight 1405, and so I went to the front of the gangway to see if there was anyone there I could talk to to let them know that we were going to run and that we could still make it. A flight attendant in a US Airways uniform was standing at the gate attendant's stand, and so I asked him if he could possibly contact someone to let us know. He responded "I don't work here". Perplexed by this response since he was clearly in US Airways clothes, I asked if he could find someone at the gate who could help, since I knew better than to walk off the gangway without my bag (I did not think I would be let back on to collect it). Once again, very rudely, he responded letting me know that he's just a flight attendant and he had no idea how to help me. Be that as it may, it is reprehensible that US Airways allows their employees to talk to any paying customer in that tone, and it is pathetic that the employees feel so little connection to the company that they do not involve themselves in helping customers with problems that do not directly relate to them. When I returned to the gangway to retrieve my bag, I asked the gate attendant (I had realized that the reason the flight attendant was also waiting was because the gate attendant was unloading luggage) if there was any possible way to let flight 1405 know that we were going to run to the flight and that with 20 minutes to catch the flight it still seemed possible. She was also incredibly rude, and refused to answer any questions in a direct, polite way. I have since learned from a polite customer service person at the US Airways customer service desk that there is no way to call the gate to hold a flight because you have to call the tower and change departure times. That's frustrating but reasonable, and would have been a more palatable response than the gate attendant. When I asked her if she could call to say that we were going to run and that we could still make it, she said "Oh, they're not going to hold the aircraft for you." All that response does is highlight the fact that this entire airline company has absolute disregard for its customers and cares about nothing more than ensuring that our overpriced tickets are paid for. I recognize that due to construction in Philadelphia it is beyond US Airway's control that my travel companion and I had to take a 5 min bus ride to a new terminal which probably cost us the flight, but the rudeness and lack of consideration for customer service is inexcusable. I plan to tell everyone I know about this horrible experience, including the fact that despite our running, we missed the flight and I had to buy asprin and crush it up for my travel companion who has a heart condition and she was so physically over-exerted up by the whole event. Since US Airways clearly does not care about customer relations, I have no doubt that this complaint will get filed away and forgotten, so I will just have to content myself with personally spreading awareness of my horrible experience through all channels (public and private) available to me.
"Both first class & economy"
I flew from Charlotte, NC to Rome, Italy in first class. I paid almost the price of the entire round trip for this - but it was the first time I left the US. The seat was so roomy. The service imitated royalty. Drinks. Menu. White table cloth. A separator between you and your neighbor if you need that privacy. Your own private DVD with headphones. Seat fully reclines. I brought my own blanket just cuz it's soft and warm. I actually did sleep. Was it worth the price? Yes, it is worth an upgrade charge, but not that much money.
I flew back in economy - and yes it was. Like I said, this was my first overseas flight so I have nothing to compare this to. The seats were noticeably smaller and barely reclined. Hopefully you like your neighbor. I could not have slept here. Lunch had 2 choices, food was fair at best. Drinks were rare and some of the time you had to pay for them. They played 2 movies and several TV shows twice. Luckily I had the middle 3 seats to myself so I lifted the armrests and laid down.
The flight attendants were not the most congenial or friendly. Smiling was a rarity. I know what it's like to work a 12 hour shift, it's long and hard. But if you don't like your job and can't be smiley and approachable, then you might want to consider other professions.
"Just another aircraft"
"What a disappointment"
I was flying from Phoenix to Baltimore. I was at the airport with plenty of time before the flight and I did not have any luggage to check-in. As I was boarding, the gate attendant asked if I wanted to check-in my carry on because she wasn’t sure that it would fit in the overhead storage compartment but I assured her that I’ve travelled with the same carry-on several times without any problems, and I know that my carry-on is compliant with regulation size. The gate attendant was okay with my explanation and I proceeded to board my flight. Once onboard, I was looking for space to stow my carry-on but most of the overhead compartments were already closed and the ones that were open did not have room in them as they were already used by passengers who have boarded ahead of me and had placed their items there. One of the flight attendants called the gate and asked if they could check-in my carry-on but I explained to her that I did not want to do that because my carry-on contained fragile business equipment that could not be checked-in. Instead of moving soem items around to make room for my carry-on, she told me that I needed to get off the plane stating that I was holding up the plane and if I wasn’t going to check-in my luggage that I should go back to the airport and try to get on another flight.
I did not want to cause any trouble so I got off the plane and went back to the US Airways desk where I was informed that the next flight to my destination leaves 5 hours later and I didn’t have much choice but to take it. Needless to say, this made me upset because I had planned on being home with my family by 5 PM that day, instead, I did not get home until midnight. My family had made arrangements to pick me up and my husband had taken time off from work. I had already returned my rental car so I was stranded at the airport in phoenix for 5 hours with nowhere to go.
I contacted US Airways with this complaint but it's now been 8 months and I have not heard from them at all. Very disappointing!