US Airways' Best Customer Service Representative
 

Hi all,

I'd like to share an encounter with an US Airways customer service representative. Being Canadian, I rarely fly with US carriers, and this experience was something new for me. For those who hate reading, the video recording of this encounter can be found here: http://www.youtube.com/watch?v=RMA6NwMlZOQ.

Our flight was the 9:00pm from Washington DC to Buffalo NY, which was delayed to 10:30pm. Up until 10:30pm, announcements were made that they were waiting for the crew to arrive on another plane, with the last message being that the plane had arrived, and they were waiting for the crew to transfer over. Shortly after 10:30, they made a final announcement that the crew wasn't on the plane after all, and that the flight was canceled. Citing weather problems, US Airways refused to lodge any passengers; after all, DC hotels are always booked solid (the guy in front of us got a room for $200) and 200*150 passengers = $30000 in expenses.

Aside from all this, what really struck me was the attitude of the ticketing counter agent, who exuded that we were an obvious annoyance to her Friday and should leave the counter immediately. In addition to her rolling eyes, she also refused to give her manager's name or contact after declaring she was done and turning her back to return to her office behind the counter. All of which is shown in the video by the way.

I hope customer service reps like this are rare, and for the most part, have been pretty lucky in my encounters. It does make me wonder if the US Airways deliberately places their nastiest employees in low-level supervisor positions so they can intimidate and belittle customers with impunity, citing that they do not represent the company as a whole.

Anyways, just wanted to share the video, since after dealing with this airline, I for one could sure use a good laugh.

Cheers

Great idea to video it. Yeah, it suddenly became the "weather" after they had repeatedly told you it was crewing. It is a pity you don't have their lies on tape prior to this... but it might be worth complaining to the DOT about this and see if this genuinely was the weather.

Airlines like to blame the weather any chance they get. Not defending them but being on the other side of the counter is a differerent perspective.

If the crew wasn't there and was coming in from somewhere else but were delayed/canceled because of weather in that area, then they will blame weather for canceling the flight you were on. A snowball (no pun meant) effect.

Some will argue that reserves should have been called out. I agree. I can't speak for why they weren't. Only give possible reasons why not which will sound like excuses.

I don't think there's any clear definition of "weather" related delays. In my opinion, "weather" should be at the origin or destination city only which prevents the aircraft from operating on schedule. If there is a weather delay at a previous station which prevents the aircraft from arriving on time, then it should be "late arrival of aircraft" which causes the delay or cancellation. If the crew is prevented from arriving then it should be "lack of crew". I agree with the Judge that airlines use "weather" anywhere in their route system as an excuse to prevent compensating or rebooking passengers.

I should have mentioned that there were storms in the DC area earlier (around 7pm'ish), which I assumed was why the DC-Buffalo flight was delayed to 10:30 in the first place. However, the plane which was supposed to ferry the crew did arrive, just without any crew on board, so it seems to be more of a scheduling screwup or a very very loose definition of "weather problems".

Either way, while I can't say we were too happy about the flight situation, it does seem to be pretty common for US airlines. What annoyed me more than the airline's weaseling though, was the bit*h of a supervisor at the ticketing counter. Which sadly, judging from the posts on this board, is also pretty common for US airlines...