[rwr]

My Story

After waiting nine months for what was to be a great vacation, US Airways ruined it! On March 12 my girlfriend, her son a friend and I were scheduled to leave Phoenix airport to Ocho Rios (via Charlotte, Fort Lauderdale and Montego Bay) for a 5 day cruise (3/13-18). We`booked air travel on UAL Flt 120...8 (9:45 am departure), which was a code share flight operated by US Airways. On 3/12, we arrived at Terminal 2 (UAL) at approx. 8:15 am. We were immediately redirected to Terminal 4 for US Airways. We arrived at the correct terminal at approx. 8:30 am. Upon our arrival, we faced a rather long line, but was told that the wait would be approx. :30. We finally reach the check-in kiosk at 9:02 am. When we tried to check-in, we were DENIED because the cut-off was apparently 9:00 am for both bags AND passengers!!!. We were then re-directed to Customer Service. Customer Service explained to us that we not only missed the cut-off but they could not override the lock-out. We would have to make arrangements to get on another flights......but since it was Spring Break week, there were NONE available!!! Our only option was "Stand By". We then proceeded to attempt to get on the next 4 flights to Charlotte, with no success. We finally met a Customer Service Manager (Cheryl - SP?) that said that she would help us. She suggested that we return home and return for a "red-eye" flight to Charlotte and then on to Fort Lauderdale, in time to make our cruise. As suggested we returned at 9:00 p.m. Upon check-in at the gate, we received 4 boarding passes with seat assignments to Charlotte, while in route she would have confirmed to Fort Lauderdale. We lost one night in a prepaid hotel ($180) in Miami. We twice confirmed, prior to boarding that we were good to go!!! Once the boarding process started the next nightmare began. As we boarded, 2 of the boarding passes were deemed "Incomplete", so 2 of us had to return to the check-in counter, while the other 2 boarded. After further review, we were told that 2 of us were assigned those seats in error so we could not go BUT we would get $500 vouchers for our trouble. Once we notified the 2 on the plane of our status (via cell phone), they asked to deplane, but were DENIED!! Once we DEMANDED that they be let off, the Mgr. in the area (Mike) made everyone aware that they got off voluntarily and WOULD NOT qualify for similar vouchers. After tempers calmed and we had a chance to explain our plight to Mike, he agreed to help. Mike informed us that he would do his best to get us on a 6:45 am flight to Charlotte and that we could connect in Miami in time to check in for the cruise. We slept in the airport that night while Mike confirmed the arrangements. Mike later informed us that he had made the necessary arrangements and we boarded the flight and safely arrived in Charlotte. We had one shot left!!! When we arrived in Charlotte to check-in for the flight to Miami, we were told that we DID NOT have a seat!!! And when we expressed our total disbelief, the counter agent replied.....OH WELL, not much he could do about it!!!! He suggested that we might try Customer Service. We now had no way of getting to Miami in time to make the cruise, our luggage had been sent to Fort Lauderdale, we had no place to stay. So......we first went back to Customer Service where we discuss options. The only remaining option, was to fly to Montego Bay and get to Ocho Rios for day 4 of the cruise. So we purchased 4 one-way tickets to Montego Bay ($900). We also went to the Baggage Claim office and asked if our bags could be sent to Miami to the cruise ship. We then had to get a hotel room ($100), rent a car ($35) and go to Wal-Mart to buy clothes and toiletries (about $100 per person). The flowers that I had purchased for day one of the cruise we forfeited ($90, by cruise line for safety reason). The next morning we arrived for our departure to Montego Bay, stopped by the Baggage Claim office again to discover that our bags had NOT left Fort Lauderdale, so we asked that they be sent to Montego Bay. We finally arrived in Montego Bay, with our bags on 3/14, spent 3/14-15 in another hotel ($200) and met up with the cruise ship on 3/16. We docked back in Miami the morning of 3/18 so we had 2 days on the ship of the 5 that we had planned/hoped for. Story over???? Nope. When we called to confirm/check-in for our return flight, we were informed that since WE did not complete the original itinerary, the entire return portion of our itinerary was CANCELLED!!! After numerous calls that was corrected and we we returned to Phoenix on 3/20. I have flown approximately 1.5M miles over the past 25+ years on American Airlines, American Eagle, America West (awful), British Airways, Continental, Delta, Delta (SkyWest), Eastern, Luthansa, SAS, TWA, and United. I can say WITHOUT hesitation that this is the worst airline experience that I have ever had which is saying a lot given America West' history. I would NOT recommend that ANYONE fly this airline!!!!!!!