[PDXCharity]

I’d like to share my first, and most likely my last, experience with your airline, U.S. Airways. My husband and I were returning home from Albany, New York – where I attended my commencement ceremony – to Portland, Oregon – where we live. We arrived on time in Albany and caught our first flight to Philadelphia, Pennsylvania (flight 4192) where we were supposed to catch our first connection to Phoenix from there (flight 1193).

When we arrived in Philadelphia our plane had not yet de-boarded. Once it had de-boarded, we waited on the tarmac for three hours in a thunder storm, waiting for the U.S. Airways staff to calculate fuel for a reroute. After spending three hours on the tarmac we were de-boarded and told that our flight was canceled because the pilot had reached the maximum flight time of 16 hours. We were told to speak with a customer service agent to schedule a new flight. Our flight home was postponed for two days. For two days we were stuck in Philadelphia, eventually being rerouted on flight 1589.

My complaint stems from the lack of financial assistance or service. Because we were stuck in a city we’d never been to before, we had to pay over $700 for two hotel nights ($370 for a hotel alone) and expenses. This figure is low considering we also incurred missed wages. At no point did your airline assist with hotel costs, food vouchers, or the like. We didn’t even receive an apology from any member of the staff working that night in Philadelphia. For this reason, we were stranded for two days and received no help for the inconvenience.

We are sincerely disappointed with our experience with your airline. We will not be traveling on U.S. Airways anytime in the future, nor will we recommend anyone else we know do so. Because of this complete lack of hospitality and customer service, I’ve decided to copy consumerist.com and airlinecompliants.org. I was shocked at the lack of consideration and care we received. I have never had such a poor experience on an airline.