US Airways for the FAIL Again


The return trip for this vacation has taken a bad turn. Given the horrible experience with the $1000+ authorizations on my account because of the error on US Airways’ website, the circumstances are beyond ill repute. I’m really beginning to believe that US Airways actually TRAINS their employees to rudely interrupt customers when they’re talking.

I don’t even have the energy to type about the whole thing, so here’s a copy of the e-mail I sent to US Airways customer relations:

And after the HORRIBLE experience of having over $1000 of authorizations on my account that Chase had to fix – and you only said “sorry” to – we get ready for our return trip. Against my better judgment, I pay for premium seats so my daughter will be more comfortable. We get to the airport at HTS to find out that the flight to Charlotte is delayed by 20 minutes, which would only gave us 10 minutes to get to the gate for the plane to Seattle. As I was explaining this to the gate agent – a young man named Dario Jimenez – he said if WE hurried to the gate we should make it on time. I told him US Airways would have to hurry because I requested special assistance because of the degenerative disc disease in my back making it difficult for me to walk. He then explained that we would likely miss the connection, it was the last flight to Seattle and he suggested we stay in Huntington (I guess you all don’t have any sense of urgency for people who need special assistance). As he and I were talking, he ALSO interrupted me. I was in complete shock. After being interrupted in conversation with two of your phone agents and a supervisor, to have it happen again was like a slap in the face.

Then to make it even more inconvenient, he rescheduled us for the SAME flight tomorrow and oh yeah, the premium seats I paid for were no longer available. I can understand that others had paid for them and we did get a refund, but the culmination of all of these experiences has only strengthened my resolve to NEVER fly US Airways again, tell all of my friends and relatives about it, and continue to comment on the situation on my blog and Twitter.

No amount of apologies can even come close to fixing the heaping pile of inconsideration and deficient customer service US Airways has shown us.

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