Response from US Airways


I got a response from US Airways Customer Relations today.

“Thank you for contacting Customer Relations. We appreciate it when customers take the time to share their concerns.

I’m sorry you felt the agents in our reservations department were rude. The details you have provided will be instrumental in helping us improve our service. I have documented your experience for review by the relevant supervisory staff and also to our Reservations Manager. Additionally, this incident will be discussed with the employees and handled internally.

We value your business and are working hard to earn your continued patronage. We hope you will give us the opportunity to do so.”

I have a few problems with this response.

One, it’s obvious that this was a canned response with very little personalization. It’s shocking to me that at a corporate level, the customer relations department would actually “blurb” customers.

Secondly, felt? I guess from US Airways’ view, interrupting someone when they’re talking is not bad manners – it’s just a person’s perspective. Obviously in this alternate universe of theirs, common courtesy during a social interaction is relative. Well, US Airways, so is my money.

Lastly, this is just an apology with a promise to take action for the rudeness. They completely ignored the website errors, multiple authorizations on my card and the inconvenience I had to go through to get all of it straightened out before my trip tomorrow. Hey, US Airways – it’s called solving the customer’s TOTAL problem, not just part of it.

Mediocre product and hellacious customer service – even at the so-called customer relations level. Actually, I have a suggestion. Change the name from US Airways Customer Relations to US Airways Customer Alienation – this name would be more representative of the actual service.

Just more reason to give my money to Delta.

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