Friday, January 7th, and US Air still has not responded to any of my emails to US Air Customer Service, US Air Executives (including Doug Parker the US Air CEO), and many calls into the US Air Customer Service line (typical wait time, 45 minutes plus). Looks like US Air will have successfully stolen a day of our vacation and not even had the decency to speak with us about it. US Air still Sucks!
A number of comments have been posted on other boards around the Internet (mostly agreeing with how US Air sucks and US Air Customer Service is effectively non-existent). However, one person rightfully so pointed out that US Air did not have to help us out in this situation. I agree that every airline is clear in their tiny print that they have the legal right to jerk you around as much as they care to and for any reason (or no reason). I realize that I have not legal case here, but great companies are never built on doing only what they have to do. Their brands are defined by empowering their people to do what they didn't have to do-- to do what is right.
And I think that's the point with US Air. They treat their customers like cattle going to slaughter and do only the bare minimum required by law in every category (safety, customer service, innovation, etc.).
I realize they don't have to do anything for me (and probably won't). I just find it amazing that with many posts around the internet (including the creation of
www.usarsucks.com), many phone calls to customer service (who is impossible to get in contact with unless you want to invest at least an hours time on hold), and many emails to customer support and all the senior US Air executives (including the US Air CEO Doug Parker), that I can't get even a response from any one. Not even a "go to hell". Like I said, for these and many other reasons, US Air Sucks!