[disturbingfurniture]

If seats in row 2 are "on hold" and a customer comes up with a compelling reason to be near the front, why not switch the "held" seats? No, that guy is not off the hook nor is US Airways. Having spent my life serving customers in retail and the library, I know poor service when I get it.

I can let US Airways off the hook for our planes not being bumped to the front of the lines for takeoff, but that doesn't let them off the hook for everything else they put us through.

The gate agent at Logan doesn't get off either. Those were lies. She's been doing her job long enough to be able to 1) better estimate when a problem will be solved 2) indicate when something is a blind guess, when it is an estimate, or when it is a certainty and 3) how to communicate that to an obviously distressed customer.

And, Nope! US Airways does not get off for the "routine maintenance" issue. If it's not serious, get the dang plane in the sky. A month earlier when we were in Presque Isle for a pleasure trip, we flew from PQI to BOS on a plane with a malfunctioning toilet & we didn't mind. If the problem is serious enough to warrant fixing that will take over an hour, then get another plane.

I know there are plenty of things that are out side of the ticket agents' control. That's where the company's policies are at fault. I told several people (that day and since) that I knew they were just doing their jobs. Yes, it sucks what happened to us...but no US Airways does not get off the hook.

I spend my days going the extra step and bending over backwards for my customers...I don't expect it when I'm on the other side of the desk, but I expect to at least be met halfway. And when I get POOR customer service, I call a spade a spade. What we got May 30th was a spade.