[PDXCharity]

Response from the Corporate Office:

Dear Ms. Prater:

Thank you for contacting Customer Relations. We appreciate hearing from our customers and having an opportunity to address their concerns.

Please accept our sincere apologies for the cancellation of flight 1193 due to Weather and Air Traffic Control. We regret the inconvenience this has caused. Additionally, we regret we were unable to provide a new flight schedule for you in a timelier manner.

As weather or another setback causes increased airport traffic congestion, the number of safe take-offs and landings allowed may decrease. As traffic becomes backed-up, the amount of runway and taxiway time allotted is restricted for the remainder of the day. Flights of one airline may remain unaffected while others are delayed.


Delays such as this are considered uncontrollable and are not subject to the compensation that is normally offered as a result of controllable delays, such as maintenance or crew. Our process is to re accommodate passengers on the next available flight having seating. We no longer offer meal vouchers for delays and in some instances we are unable to provide hotel vouchers at discounted rate. I sincerely regret we were unable to do more for you during your extended delay in this instance, and for any difficulties this has caused.

Based on what you’ve said, our agent didn’t handle the situation with an apology and the quality customer care we expect. I apologize and understand your frustration. I’ve shared your feedback with our leadership team in Philadelphia to help improve our service and ensure this doesn’t happen again.

Ms. Prater, our customers deserve a pleasurable experience each and every time they fly with us, and I am sorry this trip did not meet your expectations. Your comments regarding our service are important, and we appreciate your taking the time to tell us about your experience. We will use your remarks as a tool to learn where and how we can make improvements that will benefit everyone.

We are working hard to earn your continued patronage. We hope you will give us the opportunity to do so.

Ms. Prater, we know you have many choices when it comes to traveling. Thank you for choosing US Airways.

Sincerely,



Marie Even
Representative, Customer Relations
US Airways Corporate Office

Here is my response back:

Mr. Troy,

Your letter is quite disappointing. The flight was canceled because of your airline's poor organization. The pilot reached his max flight time and no other pilots were prepared to fly our plane. Indeed, there were weather delays, but the previous flight had already been late. There were many other variables other than weather that contributed to the cancellation of our flight.

It is absolutely absurd that your airline stranded us in Philadelphia for two days. I wouldn't have complained had we had to wait less than a day. But, it seems to me, the U.S. Airlines finds it perfectly acceptable to abandon travelers for days at a time. I'm completely dumbstruck by the distance between the apologetic language in your letter and the actual experience I had with your airline.

I undoubtedly will never fly U.S. Airlines again. It seems I would only risk getting stranded in some city where hopefully I would have enough cash to sleep somewhere other than the airport... perhaps for days.

I'm severely disappointed in the outcome of my letter. I will be sure to update the cc'd individuals in my original letter to inform them of your response.

Regards,

(There were two emails sent to me by two different individuals; hence, the salutation change...)