I was extremely impressed to get a non-canned response so quickly from US Airways Customer Relations. I truly give them kudos for this and it has dissipated much of my frustration with them. My real concerns may be beyond the scope of this forum since they apply not only to airlines but hotels and other institutions which intentionally overbook to increase profits. I'll post my response which includes the key phrases expressed by their well spoken respresentative. Unless there is any additional interest, I'll pursue my concerns in more appropriate venues.
Thank you for your prompt response. While there *may* be legal and economic support for the airlines overbooking policies, I still believe that it is an unethical practice to increase profits at the expense of the inconvenience and frustrations of an untold number of customers.
While the words “fares would have to be increased dramatically” may be convincing to most, to me, I simply hear you saying that there is a steep price to pay for ethical practices. And *that* is a very slippery slope!
While the words “based on careful historical analysis” might be assuring to most, I wonder why such analyses aren’t shared with the customers forced to suffer the consequences when reality is so far removed from analysis and 25 customers get bumped. Hopefully, there are government constraints to ensure that such analyses aren’t unfairly tweaked for the purposes of competitive advantage.
While the words “volunteers are solicited” may be comforting to most, the Flyer Rights regarding overbooking on the US DOT Aviation Consumer Protection Division Website suggest that this is more than an extended courtesy and actually a federal requirement. Are airlines always in compliance? There have been reports to the contrary, including US Airways. Perhaps non-compliance happens out of ignorance or expedience.
While the words “passengers who did not check in early” may be a fair selection criterion to most, to me, it favors the advantaged over the disadvantaged, those more typically lacking in the resources to print from the Internet, whose arrival times may be less within their control and who are more apt to lack the resources and wherewithal to fight for the rights for which they paid.
While the words “on the next available flight” may be reasonable to most, to me, the unspoken limits on such determinations would surely infuriate any customer whose urgency requires more committed efforts. In most failed ethical transactions, it is the victim, and not the perpetrator, who drives the conditions for an acceptable resolution.
As you can see, I still have many questions and concerns regarding the issues to which you responded, as well as some that you did not. Regarding my observations of the unfortunate young woman who was unable to get the help of your employees to make a scheduled flight with her companion even though both arrived to the airport together long before their flight and, in desperation, she even eliminated her baggage constraint 20 minutes before departure.
- What’s the deadline prior to departure for checking bags?
- What are the exceptions, if any, for checking bags late?
- What’s the deadline prior to departure for checking in (without bags)?
- What are the exceptions, if any, for checking in late (without bags)?
- Who is the highest manager on duty at the airport?
- What is the best way to reach them in an emergency?
I’m hoping that you can direct me to the best resources within your company to get these concerns and questions addressed.
While I don't expect anyone at US Airways, not even Doug Parker, to address my main concern about the unethical practices of overbooking, I do want to make sure I fully understand all the regulations and policies that could otherwise frustrate our travel experience so that I'm not at the disadvantage that most other customers find themselves.
Meanwhile, I'll continue to pursue my main concern with my Congressman, any appropriate government agencies, attorneys, various media outlets and any forums appropriate for such discussion.
Thanks, Larry Esposito