I picked US Airways over another carrier because the flight was non-stop and listed as less expensive that was until I tagged on the baggage fee of $25 and the don’t get crammed in a middle seat fee of $50...each way! This, of course, tacked on an additional $150 to my total making US Airways more expensive. Maybe I could have dealt with these excessive and ridiculous charges if after paying these fees and arriving at the gate agents were filling the empty seats with standby passengers who didn't have to pay an upgrade fee for that non-middle seat. When I boarded with my one piece of carry-on because I checked my other piece of luggage even though it met the size requirements for a carry-on it appeared I was the only person who had. As I boarded in the first group of Zone 2 customers much to my dismay all the overhead compartments in my area were full! How could this be? So I got stuck pushing my carry-on under my seat where I then ended up having to place my feet on because there was no other room left. Let’s add insult to injury when it was announced that they would check bags for free! What?! Are you kidding me I just paid! My lower back was killing me (and still is) by the time I was ready to exit the plane and had to wait for the couple across from me to carry off their multiple bags that they took from the overheads. Now one would think after this experience I would say “screw it” and not check my bag on the return flight but sadly I am in the hospitality industry and my mother taught me better than that. When I went to check in at DCA and I got to check myself in and then hauled my bag to the TSA to put on the belt and thought why on earth am I paying these fees since apparently I just did more than half the work. I asked the blank-faced counter agent a question who just shrugged at me – ok nothing is going to be resolved here. I get on the plane and take my excessively charged window seat only to be asked if I would mind moving so a couple to sit together. So do I come off as a witch and say no because honestly I did pay extra for the exact seat or am I a nice person and move. Again my mother raised me as a courteous individual so I moved. Dosing off since I had a long day and woke after the beverage service when the flight attendant walked by I asked her if it was possible to get a ginger ale. The reply “phhh, I’m doing something so maybe in a minute”. I just wanted to scream. When US Airways replied to me I was told fees were nonrefundable and that “choice” seat is a preference. No what “choice” seat is a deceptive marketing technique employed by the airline to defraud their customers. I selected a “choice” seat because I was told there were only middle seats left for one leg and that I would have to get my seat at the airport for the other. The email I received said they looked forward to providing a more pleasurable flight experience next time. Why would I give them another chance?
They replied with their canned comments and told me no refunds. So I replied to them with the following:
I was told that my letter would mean nothing to you and that I will get no satisfaction from appealing to you; sadly those individuals were correct. I appreciate your response and while fees may be noted as non-refundable we both know that there are exceptions to all policies. I got stuck with “choice” seating because the reservation came up as “only middle seat available” on one leg and “at airport” for the other. Apparently the “only seat” is a misrepresentation by US Airways to defraud their customers. Since you have been unable to honor my simple requests I will simply blog about my experience and make comments on the various public sites. Thank you for your time."
The above got me a phone which they explained to me they understand nickel and diming people can be frustrating but there’s nothing they will do. I was told that being compensated for doing the right thing just wouldn’t happen. The gentleman on the phone agreed to with me that I was wasting my time which is apparently just US Airways ongoing customer service standard.
