[erg626]

Just found this forum and not amazed by the frustration and poor treatment received by many here. This is my exact email I just sent US Airways. Awaiting a response:

Dear US Airways, I had a very disturbing experience at the US Airways customer service counter in the terminal on 11/14/2011 after leg 1 one of my flight. Rose W, a supervisor, truly was the rudest person I have ever encountered at US Airways and I would like to explain. I was traveling from LAX > PHL on 11/14. Sitting in row 30, I had no expectation that the food cart would run out of all meals. Though I could have purchased a meal at LAX prior to boarding, I had my carry on luggage and was in a hurry, planning to buy my meal on board. I went to discuss the lack of food for purchase with US Airways customer service when I got to PHL.

The first customer service representative whose name I do not remember gave the following excuses in a curt and dismissive manner - #1 the food on our planes is not very good, most people just bring their own food. #2 - we have a sign at the gate telling people that we may run out of food (I am paraphrasing, but she claimed there was some sort of sign at the gate I should have read), #3 - she explained away the lack of food for me by comparing to herself - when she went to Jamaica the same thing happened to her (like that really is relevant to my situation).

Finally I asked for a supervisor, and Rose W came out of the back room. She right away explained that it is an outside company so that Us Airways has no control of the food as well as that there is not enough space on the cart for meals for everyone (really?). I mentioned that I have been a US Airways Dividend Miles for years. She responded by saying then I should have known they run out of food!! Very rude comment of course. I then explained that I have not traveled a lot recently on US Air, and that my company has charged close to a million miles on the Us Airways Mastercard this year. What she said next is a quote and I am not exaggerating at all. She said "If you have a million dollars, why don't you buy your own airplane?" I actually at that point realized she was not someone who should be in customer service, let alone a supervisor. I told her I would be quoting her on that. She then said "are you threatening me?" I told her, not at all, but that I would be sharing her comment with quite a few people, thanked her, and left the area. I actually recounted this story on 2 of my next US Airways flight segments (PHL - Munich, and Frankfurt - PHL on the return flight). Comments I got from US Airways flight attendants - "we call the US Airways employees in Philadelphia 'the mafia', and also "we are afraid of them actually".

So, will you taken this complaint seriously? Will any action be taken against Rose W? I own an Internet company and have employees who all make it their #1 mission to provide amazing customer service with a great and helpful attitude. We have problems sometimes, we fall short, have difficult customers, etc. I simply have instilled a culture of helpfulness and going above and beyond to make customers happy. I simply cannot fathom why US Airways would have employees like this in customer service who are so arrogant and condescending, and down right rude to someone like myself. I never cussed, never raised my voice, and did not make a scene. Please respond to me in detail about this situation. It is more than not having the food, it is how I was treated that is the issue. You can look up my mileage # to see how much I charge on this card over the last 6 years. Not that it makes a difference on the treatment, but I believe it is a few million dollars. Thank you, (my name and phone # here)