Customer service is abominable.
Took family on trip from Chicago to Las Vegas on US Airways. Arrived at O'Hare Ticket counter 1 hour prior to departure. Took 15 minutes to go through line and complete auto-ticketing system. At end of check in screen flashed "Unable to complete check-in." Went to agent about message when she loudly stated "Your too late. You should have arrived earlier. We might get you on the next flight (3 hours later.). Nowhere did it state on web-site that you would not be able to board your flight unless you arrived at ticket counter at least 1 hour prior to flight. We were in line at least 60 minutes prior flight, and completed automated process 45 minutes prior. Wife became upset and ticket agent said "Ma'am, act like an adult, and not a child." Other agent said "It's people like you that cause us to drink after work." Asked her for name, she gave name different from her badge, "Cassandra" . Asked for a supervisor, she said that she was one. Asked for her supervisor was told no. Asked for her last name was told it's none of my business. At least 15 others not allowed to board; all given same ugliness. (We spoke to a number of them at the O'Hare gate and in Phoenix). Staff at Phoenix were very friendly and apologetic. Must be just the Chicago Staff. Poor reflection on the management and leadership of that location, and the city as a whole. Whoever makes hiring decisions for Chicago ticket counter staff should be replaced. We contacted US Airways by e-mail and received the standard e-mail response. Ironically we were warned not to fly with US Air by a frequent business flyer but thought, how bad could it be? Well now we know. Will never fly US Airlines again, not even for free,
Terrible customer service if you have a medical emergency! No refunds and customer service is callous and just regurgitating rules on change fees. Completely different experience on Delta. On Delta, we received a full refund and I would seek them out next time when I fly. US Airways does not care about repeat business obviously.
US Airways is the worst ever! They've lost my bags, delayed me overnight for no explainable reason several times. This time, I finished my work early and went to the airport to catch the 3pm flight (which would get me home tonight), rather than the midnight flight that I was booked on. US Airways wanted $200 to let me on the plane. I can't afford it, so thry closed the door on my face. They had seats available. Staff was totally indifferent. US Airways is always awful.
US Airways is the worst ever! Never again!
You should be ashamed for turning your poor unsuspecting travelers over to Silver Airways! On recent trip Feb 14-16 2015, we drove from Savannah GA to JAX to fly to Ft Lauderdale, FL for a conference. We found out after we arrived in JAX that the flight was delayed 3 hrs. The same thing happened on the return trip- another 3 hr. delay. We looked online after the fact and learned that there have been complaints about these same things for at least a year. The biggest customer service offenses: No-one ever said we're so sorry. No one told us why we were delayed. The personnel were extremely stressed out and not very nice. No one notified us by email of the delays. I will never fly Silver Airways again and wonder why United is partnered partner with such a disorganized, customer no-service airline! I am disappointed in you, United!
I always fly out of Philadelphia on US Airways but since they have merged most flights are now US Airways they have taken over three terminals and its hard to choose airlines now but I loved the crews service when I flew to Israel they were all kind even the pilots after the 12 hour flight
USAirways is a low cost carrier that gives you better service than most of the other LCC's. I was amazed at some of the posts here. I flew more than 1million miles during my career and found the service overall to just as good at US as the other US airlines. Yes, I have had bad experiences on every airline. I have watched people act like jerks to airline employees for years. Yelling at the gate agent about delays caused by weather or mechanical issues like they had anything to do with it. It was funny watching people be nasty to the only people that might be able to help them. Try being friendly, you'd be surprised how often you suddenly have a better seat without asking. Not sure what on board service is available in Europe, but here in the states, meals aren't served in coarch and PHL/SAT flights may only have snacks up front depending on the time of day.
Complete joke of an airline! The canceled my flight and the only decent thing they did for compensation was comp the hotel. BIG WHOOP! Terrible customer service, not willing to help, Over pricing for below average service, the only good thing about the flight was the movie, not willing to do their daily duties (I was forced to go and do my own research on if there were other flights leaving for my destination when they constantly told me "No! they are all full") Disrespect and complete lack of professionalism. Not willing to do their job and help a paying customer! Oh did I say that all ready!? Well I meant it! Then for all of our troubles they decided to send us a vouchers of $50 for our troubles. That itself is a complete slap in the face for the 2 days we were forced to miss from work because you hire personal they are incompetent at doing there job. If I could give this company a negative grade I would do so in a heartbeat and this complaint goes double to American Airlines as well.
In the only 2 travel experiences we have had with US Air over the past year, we have encountered delayed flights, cancelled flights (which were cancelled last minute w/o warning!), lost luggage, and terrible customer service, as has our family. When I contacted them re: our most recent experience (which was not nearly as terrible as the first), they initially emailed to tell us (at least) our baggage fee would be refunded. They provided a ticket number, and assured us we would receive the refund within a few billing cycles. Almost 6 weeks later, we have not received our refund, and when we looked up our "ticket/reference number" provided to us, the US Air website says our claim cannot be found! I emailed them 1 week ago to inquire about why we still have not received a refund, and why our claim number does not appear to exist, and no one has contacted us to explain. When we have tried to call, we have been on hold for almost 20 minutes before hanging up. Additionally, during one of our most recent flights, we noticed that the walls of the inside of the plane were not completely sealed, so insulation was starting to poke out along the seam of the wall!! Seriously?! This was the wall right next to our seat! How are we supposed to feel safe when they are not even maintaining smaller details such as this? We were shocked and kept a picture of the wall to share with others. It appears that this airline is NOT concerned about providing even AVERAGE customer service. We have been amazed by our terrible experiences over the past year, and lack of response from the airline. We will not be flying with them again anytime soon, even if other alternatives are more expensive. Additionally, we will be seeking any/all avenues to share our terrible experiences so that others do not encounter what we have had to endure. If they had simply shown even a LITTLE bit of customer service, it would have gone a long way.
When I took a look at the window, I was shocked (Picture is attached), I don't understand, how does the aircraft high risk, which carries a lot of passengers, can be operated in this state on the territory of America in the 21st century? When and by whom, were inspected, and approved license to fly this vessel? + Baggage Damage !
Try to avoid flying US Airways and American Combo Flight seats were available (around 6 seats) from Charlotte to Houston on an earlier flight at 8:25pm today (06th Feb 2014). I reached gate B1 at 7:20pm and requested the gate agent to put me on standby list and was informed that since empty seats were available, i could not be put on stand by list and was offered an option of $75 to get into the 8:25pm flight. I informed them that i hold Star Gold Status and also a very frequent flyer with US airways and asked them if there is any other way out. I was adviced that they would not go against the computer adviced. Since i didn't see any worth in paying, i was forced to spend 2 hours in Charlotte Airport (connecting airport) till the next flight (which is my booked flight). I talked to another gentleman (looked like a Supervisor) and i made it known to him my displeasure stating that let him take my feedback if possible to relevant team (I greatly understand that the gate agents and him are following the US Airways policy which was designed by someone and they are just implementers of the same). I was completely taken aback by his comment that "how long is US Airways going to be there - It will become American". I am greatly disappointed with the following two points. 1) A loyal customer (you can pull in my travel history) has not been helped even though seats were available. Please do not mask it with your policy as there are many ways to please a customer. 2) With the comment of the gate agent your loyal customer (till a few mins back) had been greatly offended. I spent some time in constructing this email, to make my displeasure known to your management and also having created a long lasting impression in my mind about the customer values your organization stands for. I really appreciate for the hospitality shown to me till now and would also like to use this opportunity to put forward a customer's point of view in that i would avoid flying with US Airways and American Airlines combo unless there is no choice. I sincerely hope that the existing reservations would be my last. Thanking you, Yours sincerly, One of your past loyal customer.
promo codes are a joke. there is nowhere to enter them
I just had the worst experience with US Airways in my 10 years of weekly business travel. The agent closed the door in our face 7 minutes before official departure time, with a smug attitude. I will do anything in my power not to fly US Airways in the future.
I will never fly this airline again. Front desk employees customer service is atrocious at the Philadelphia International Airport. I waited twenty minutes in a very short line to be given a boarding pass, and to check my bag. For twenty minutes, the African American employees were catering to an entourage of African American customers. An African American employee let the other African Americans cut all of the other people in line. They were very polite to these customers even though they had stated themselves that they are NOT allowed to be doing this. Meanwhile, there was a Caucasian woman frantically asking for help because she had lost her dog. NOBODY even lifted a finger to help her, or to show sympathy. When I got to the counter they were extremely rude to me and three of them took turns accosting me over a pet carrier (that was to the airline's specifications). It took a second supervisor who was educated in customer service, to resolve the issue in the matter of seconds. I was almost late for my flight because of this atrocity. US Airways employees from the Philadelphia International Airport are racist, uneducated, and have no tact. US Airways employees are also cruel to animals. This whole event left my dog petrified the whole entire day and is now starting to recover. They also did not care about that poor lost dog in a giant terminal.
i can not express how disappointed we are in your airline .we fly about a dozen times a year,and will never fly this airline again.flight delays for so called maintenance,not weather delays,and then missing connecting flights,and no one seems to have any concerns.when a flight is delayed,not by weather,and you can not secure connecting flights for your customers is quite unprofessional,and incompetent, to say the least.have to go now,still waiting to see if my wife gets home tonight.
You have me worried now, We are traveliing to the US from Spain and I have not read a positive report about US Airways anywhere, should have done some research I suppose before booking, the one thing that worries me is that US Airways seem not to respond to any of the complaints on any website, some horrible experiences have been described.
US Air is a terrible airline. Flying out of a regional airport there is a good chance they will be understaffed and unable to check you in on time to make your flight. This happened to me today, again. No one from the company ever seems to care in the slightest that they are constantly late, out of order, or inconvenient. Today's debacle included over a dozen rude and condescending employees that acted as if they were more annoyed at my questions than the fact that they can't seem to get anything right or on time. I am baffled by how disrespectful one woman in particular was after I asked her what our new expected arrival time would be. (Considering it was pushed back twice already due to 'unknown circumstances'). After years of travel I have never had a single decent experience with this airline. If my company allowed me to purchase my own tickets, I would never fly with them again. This is the second worst traveling experience I have ever had. The first was a few years ago when our pilot rear ended a plane in front of us on the runway. Surprise surprise. That was US Scareways too...
Flying in August from Heathrow, London with US airways - hope we do not have soooo much trouble with them after reading so much awful comments.
Out bound - we flew from Chicago to New York changing at Charlotte, only to discover that one of our luggages ended up in Mexico. The young lady at the lost baggage office was the only helpful, respectful person. On inbound flights, we were scheduled to change in Philly which was supposed to depart at 8:00am, but due to mechanical problems it was delayed by one hour. As soon as the announcement was made after already an hour delay, all passengers lined up to re-scheduled their flights. This was early morning of Monday wh ere majority of frequent flyers fly on business trips. While speaking to some of the awaiting passengers, we learnt that the delays with USAirways are very common. Then why do they fly USAirways? Well it's company policies because they so cheap. Not only was our flight, at gate 13 delayed, but flight at gate number 12 also had mechanical problem and they announced that they passengers should moved to gate number 10 for departure and was delay for one hour. While gate number 11 was also delayed with passengers were already boarded on the cramped airline. Back to our terror of flight! We decided to wait out as it was only an hour delay, but NO, they announced another hour and then further delays. After long three and half hours, I approached one of the reps and told her our dilemma as here it goes: This flight was originally scheduled to depart at 8am and we have been at this gate since 7am. It is now 11:30am and at this time we would have been at home having lunch. What can you do for us? Her answer, there is nothing except wait. To that I asked, there are so many restaurants at this airport, how about meal vouchers? She responded that she will find out and let me know. Within ten minutes, the supervisor approached toward me and advised that the policy of giving meal vouchers is if only the flight is delayed by four or more hours. Within 15 minutes, we were boarded and were advised that we can purchase our meals on board. At last we were on our way. Oh, No. Further delay of one and half hours while been seated cramp seats. Sooo, just because if we had waited out before being boarded they would have to dish those meal vouchers not only to me and my family but all the long waited passengers, they decided to board us all and have us wait on the aircraft.
I've never had a flight that was on time! This is the worst airline in the history of airlines & i will never use them again!
Worst Experience Ever! As we are trying to check in to our flight it is best to not have an arrogant person doing it. We stood in line as your employee Richard P infront of gate 9 at Phoenix Airport was typing stuff on his computer. He continued to tell us to hold on as he checked others in. He then asked us to stand to the side for a few minutes. As we were standing there I watched him remove my seats and then type in someone else's name. I had already been there standing with my child for awhile now. After he finally took our tickets, he put them on the desk to the side. Then, he pointed to the family behind us that he just gave our seats to them. We had been standing there for longer than 15 minutes before this point...and their policy, which is posted, was that they can not until 10 minutes before the flight leaves. We were there quite a while before, which even when he handed the other person our seats, it was still 10 minutes till the flight. He gave them away as we were standing there strictly because he was power hungry. The policy is 10, and we were there way before that.. only he would not take us on. On top of that the most rude person encountered at an airport. Strictly power. He wouldn't even look me in the eye. I stood there with my child and had to take this treatment. Then he would not even assist me in looking for another flight. His words were "That's not my fault" and handed them to a female to "deal" with us. She even apologized and said that we were there in time and she would have let us on, it was strictly him. We then had to take a separate flight to a different airport, rent a car( which costs more than the flight) and drive all the way to the other airport. I couldn't wait for a late flight due to a child with me who needed to sleep.. but had to sit in an airport for hours anyways waiting. They had no remorse, care, or response even when I made 2 formal complaints in writing. Worst airlines, personal, customer service, and apparently worst PR.
Poor planning and execution of flight plans resulting in a continual ongoing delay! I would recommend flying Southwest. Airlines if you need to be somewhere!
My wife and I recently flew to Las Vegas via Charlotte (economy) whilst the flights were ok the meals were not up to much and on the outward leg dinner was served around 11:00 (UK time) only an hour after we departed On the return leg the toilets were noticeably uncared for floors had toilet tissue on them. hand soap dispenser empty and a basin which would not drain and was very dirty We have travelled transatlantic many times in the past and this must be our worst airline
US 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. This is why the American public is totally disillusioned by corporate America.
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?
The person who do my reservation doent put my son on it hes name is Ralph G Valcin